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My partner gave me a Sony Xperia 10 for my birthday in August. From the moment I switched it on I have only had problems. Initially it didn't recognise the SIM card. We returned it to the retailer who looked to repair it but said it had been tampered with. That was impossible as it was brand new. We were sold the phone in that condition.
Sony then asked for the phone to be sent to them and replaced all the insides of the phone and returned it to me. It the recognised the SIM card. The reception was terrible but I assumed that was unrelated.
Exactly 2 weeks to the date of it being returned, the phone started to malfunction. When the battery got to 90% it shut down and could only be restarted if it was plugged into a power supply. The sound stopped working for any apps and any other sound it played was distorted.
I spoke to Sony and they asked me to complete a software reset which I did. It appeared that the problem was resolved.
Exactly 2 weeks later the issue returned and the speakers completely stopped working. Any sound that could be heard was distorted and stopped after 1 second.
I contacted Sony again and was asked to complete another software reset which I did. This did not resolve the issue so I was asked to return the phone to be repaired. The phone was repaired and sent back to me with information saying that the fault was repaired. I set the phone back up again and found that the fault had not been fixed. I still had either no sound or distorted sound for 1 second. I rang Sony who asked me to run tests on the phone. The phone failed the tests and I said that I no longer want this phone and would like a refund. It was purchased in July and 4.5 months later, multiple repairs, it still does not work. I was told that my case would be escalated and someone would call me. This morning I have received and email to say that I need to return the phone again to be repaired.
I am so stressed and disappointed. This phone was a present but all it has given me is issue after issue. I used to be a big fan of Sony but not any more.
How do I get a refund?

Over the years we have been a bit of a Sony fan family but as our devices come up for renewal we are replacing with other brands. Here is why.

We have had the following: Xperia Z, Z2, Z3, Z5,XZ and a Z4 tablet

Aside from the Z and the Z3, each device has been sent for repair within the first 12 months of ownership. Normally for the usb port but also for dodgy microphone - I have concluded that the quality is just not there anymore.

The XZ went away for a repair and came back with a black spot under the screen. After much arguing and me providing pictures that I took as I packed it before sending it, they fixed it but in total I was without the phone for 4 weeks.

The Z4 tablet - It has been brilliant but is now 4+ years old and the battery is tired. All I wanted was a quote for replacing it. They want to inspect it before they will provide an estimate. What a joke. This is so that they can extort money out of me for returning it if I decline the quote. I will probably buy a new Samsung or Huawei as it will likely be cheaper.

My wife had several Sony phones but now has an Iphone. I have had exclusively Sony phones for years but after the XZ fiasco swapped it out for a Huawei P30 Pro which I am delighted with. I wish I had left Sony years ago - the competition is light years ahead!

I have trouble getting my XZ1 to communicate using direct wifi with two different thirdparty devices. I sent customer support YouTube links on what I was trying to do.
Their initial response was to point me to HP and Cannon's set up tips. I explained that I had managed very easily to get other phones to work with the devivces. They then said they couldn't look at YouTube for safety reasons.
I asked the online chat member if I could speak to a supervisor or manager and she cut my connection.
I persued my problem using email and again after two days back and forth was told they too couldn't look at YouTube. I asked support to escalate the issue to a higher level who could view the setup of my devices on YouTube and have not had an answer since.

My experience spanned ~7 weeks of gob-smacking mistakes and inefficiency, involving a mountain of emails and a lot of phone calls. Bulleted summary:

- Xperia Z5 Compact, ~30 months old, bought from Vodafone store (in sale) and used for 6 months on monthly SIM, then unlocked and used on a work-provided O2 SIM.

- micro USB port worn/lose and decided to get it replaced before it became a problem, and decided (regretfully) to use the official Sony Repair Centre to get a 'certified' job done, as it requires heating of the rear case to remove it etc.

- first problem - could not even create a repair request on website, to see if they could give me a price estimate. 'English - UK' page kept flipping to 'English - Global' page which then advised the 'service is not available in our region'. Round in circles, first on email, then on phone - Sony UNABLE to resolve the problem with website and so had to resort to creating Repair Order/Quote whilst I was on the phone (and here's me thinking err SONY.. global 'tech' company...!

- next problem: could not/would not give me an estimate for (specifically) the USB port replacement. They said they 'have to inspect the device to see what work is needed'. UNACCEPTABLE. Sure, if other issues are 'discovered' and advised then fine, but WHO would send a device away (and 'lose' use of it for ~2 weeks) only to find the actual repair is requested it TOO expensive to justify, and then have to pay Sony £23 for the 'inspection and return' of the device?! Imagine phoning your local car dealer/workshop and saying 'I need this model car/tyre replacing, can I have an estimate price' and them saying 'bring us you car and leave it with us a week or so and we'll tell you'...?!

-third problem: when they DID send me the repair estimate it advised I need 'replacement of a damaged display', and NO mention of the USB port repair/replacement, plus service/labour: £97. When I queried the 'damaged display' and asked for evidence, I was sent a photo of a small crack in the casing by the power button. When I queried the wording, I was told this was a 'template response'. When I asked about the USB port repair, I was informed this would 'also be done' - even though NO mention in the quote!! Decided to proceed with quote, as was not aware of cracked case, so £97 (total) seemed justifiable for both repairs.

- Now, unsurprisingly (but still annoying) Sony factory reset the phone - for 'data protection' etc etc. I had backed up the phone, using Sony Xperia Companion (sadly this really only does messages and media files, not configuration), but this still means you have to completely build up the config, accounts, apps etc - which took me a good few hours and was ongoing when I discovered that when I put my work SIM (O2) back in the phone it was prompting me for a "PIN". After a few days of messy with a (fairly poor/uninformed) O2 first line support, I/we concluded that the phone was Netwokr/SIM locked..!

fourth problem: although the phone IMEI had NOT changed, Sony had sent the phone back to me Network Locked, even though it had been unlocked for more than 2 years. I contacted Vodafone online, who gave me a NUC and when that did not work, I was told to take it to a Vodafone store. When they still could not resolve it, they advised me to contact Sony. The Sony Customer Services rep advised the phone would need to be sent BACK to the Repair Centre.....!!!!!!!!!! So, I had been without the use of the phone for a further week since its return from the repair, and now, about to go away on business to a conference for about a week, I was faced with sending it back to Sony to at least get the problem resolved whilst I was away, or waiting until my return (and using it on WLAN only etc) and wasting another week.

I chose the former, received my phone back after a week (to JUST network unlock it) including carriage and THEN still had to rebuild the phone config AGAIN, as they had factory reset it - despite my request to NOT do this.
At MY request, their 'Complaints Management' contacted me, after more than a week of waiting/reminders, and I was told it was 'not Sony's policy to compensate customers' - even for SUCH poor service!

A foot note: Whilst I was awaiting to hear back on the original quote, I went to a local repair shop near my office in Uxbridge and was quoted '£49 to repair USB, or £59 to replace the USB if not repairable'. I was also told it would take an 'hour to hour-and-half' - and not the '6 weeks' torture I went through with Sony. simply do the right thing (environmentally) and not simply throw the phone away and buy a new one.

I know what I will be doing in the future. Sony a global tech company?! What a joke.

This was not about saving money - I like this phone (good size, spec, battery performance), it was still working fine and I was simply trying to do the right thing (environmentally) and not just throw the phone away and buy a new one. Clearly, based on the above, Sony or not really interested encouraging that kind of behavior...they would simply prefer to sell more phones.

Ho avuto 2 volte problemi con 2 diversi smartphone Sony.
La prima volta è stato un problema di natura tecnica. Sono stati bravi a individuare il problema, fornirmi le istruzioni e risolvere il tutto in circa 10 giorni (comprendendo il fine settimana).
La seconda volta mi hanno aiutato con un problema al firmware che non si risolveva col reset.
Inoltre il supporto è sempre cortese quando chiedo informazioni sui prodotti che vorrei acquistare.

£354 quote for a new battery for a phone that cost me £500+ 2 years ago. Sony, you've just let me down. Ridiculous service, and have held my phone for over a month without returning it to me. I'll be going down the Huawei route in future.
Pick up an old Nokia brick phone, and you can replace the battery for £20 and use it for the next 5 years. Everything from Sony is designed to break after the Warranty period.

Extremely poor service, Two days ago I filled in the on line form and sent an email and called their help line but I have still not received a response. Very disappointed as when the phone worked it was great and the phone is still under warranty.

J'ai été obligé d'envoyer mon portable Sony Xperia M5 Dual sous garantie en réparation chez Sony (prise Jack ne fonctionnait, appareil n'arrivait pas à se connecter au Wifi).J'ai été obligé d'envoyer mon portable Sony Xperia M5 Dual sous garantie en réparation chez Sony (prise Jack ne fonctionnait, appareil n'arrivait pas à se connecter au Wifi).

Sony à gardé l'appareil pendant cinq semaines jusqu'à la fin de la période de garantie - sans effectuer les réparations necessaires pour résoudre les problemes. Il semble effectivement que la politique Sony est de ne pas honnorer ces obligations de garantie

Sony à gardé l'appareil pendant cinq semaines jusqu'à la fin de la période de garantie - sans effectuer les réparations necessaires pour résoudre les problemes. La politique Sony est de ne pas honnorer ces obligations de garantie

Unable to give me a price for replacing the battery on a 2 year old £500 phone. They have to have it back to "inspect" it. I don't need it inspected, it works well other than the battery is failing. Cut me off when i insisted i be put through to someone that could give me a price.
They are driving me back to Samsung

La garantie est inexistante, j'ai perdu plus de 400 euros pour ces charlatans. Pour plusieurs défauts de fabrication, impossible de faire jouer la garantie: Il faut payer pour réparer ou payer pour le récupérer.

J'ai perdu plus de 400 euros dans un Xperia, et ne comptez pas faire jouer la garantie: plusieurs courriers recommandé, associations de consommateur mais rien n'y fait: Il faudra aller au tribunal pour obtenir gain de cause...

bande d'incapables, des voleurs

Appalling service, had recycled my phone as I didn't receive emails from them (went to spam) and they never attempted to call me. Now saying they have followed protocol and will not even offer me a replacement device that I would happily pay for. Have filed papers to go a further route as I am totally enraged by the customer service (or lack of) and the blatant greed of Sony. Have moved over to Samsung as a result on both my TV and Phone. Will be changing my laptop also in the coming weeks.