My phone broke four and a half months ago, and Sony still haven't fixed it.

Question

In mid october my phone broke, the phones functions continued to work (calls, notifications etc.) however there is no display on my screen. I initially went through the sony repair centre number and arranged for my phone to be sent via their free post service. I did so and heard nothing back for weeks. Confused, I called them asking what was going on with the device. I was told that my phone had arrived but the "engineers" had no idea what was wrong with it, which to me was bizarre considering i was told the agent on the other end of the line when i started the repair order had written this down. I instructed them on what the issue was, which should of been immediatly obvious upon trying to turn on, and waited to hear from them again, which I didnt. So a week later I called back to be told that my phone had infact never arrived, again confused I asked how that was the case when i was told it had arrived the previous week, the agent replied telling me that there must of been a mistake and told me i needed to find poof of me sending the phone, something that would have been very difficult given that they use a freepost system which simply requires me to hand the box over at the post office. So i tried in vain to find proof of postage and when calling them back I was told they had infact found my phone and that i was being put through to another agent who could handle my issue. literally as soon as i spoke to this guy he told me he didnt know anything about my phone and that he would put me through to the repair shop it had been sent to. eventually i got back to this shop to be told they were waiting on parts but that it would be finished after christmas, (yep thats how long this has taken so far, pretty impressive for a service that promises a 7 day turnaround) so I waited until eventually this padded envelope comes through my door. I plug the phone in to find that the work has not been done at all, and the issue remains. Honestly it was as if they hadnt even touched it. So i called up, infuriated, to be told that they were "terribly sorry" and that "they will send this to the escalation team as a priority issue". So i waited to hear from the escalation team, and i waited, and i waited until eventually i called again to be told no such escalation had been made, furious i demanded to know what on earth was going on, however i was promised that the matter was of top priority and that I should get a call back in the next few days. Surprise surprise i heard nothing, so i called back to demand what was going on, again, and honestly, this guy on the end of the phone was literally completely useless, trying to get anything helpful from this guy was like knitting fog. eventually i got him to give me the number of the shop it had been sent too.so i called them to find out that my phone never should have been sent there in the first place, and that they deal exclusively with software issues. So i called the repair centre up again and evntually they convinced me to send the phone off again, so i did, making sure I did everything the website told me to, print the email, send it in a padded envelope, include the charger, i even paid eight pounds for special delivery. The guy i opened the repair with told me that he was going to 'red flag' the repair and i should expect it back within 5 days...It has been three weeks. I havent recieved an e-mail or phone call from anyone about this, I called last week and I was told that they will get back to me about it. I don't like to use caps to accentuate anger, however, I AM COMPLETELY FURIOUS WITH SONY ABOUT THIS COMPLETE LACK OF CUSTOMER SERVICE, I have already made an official complaint with the office of trading standards and fully expect to be compensated for this. I will call again tomorrow to ascertain to what degree they have cocked up this time but on a serious note, I genuinely do not know what to do now, because my network provider are asking me to pay them for a phone i havent had for almost 5 months, I really am desperate for help, because I don't know what to do next.

Answer 1

I'm sorry about your horrible experience but this forum is for us, users to help each other, you need to address this with your local Xperia Care
http://support.sonymobile.com/global-en/contactUs/
"I'd rather be hated for who I am, than loved for who I am not." Kurt Cobain (1967-1994)