[dessiesgirl]

Hi ladies, I feel like I only come here these days when I need some advice - hope thats still ok!


I have a Sony Xperia phone - 11 months old, so still under warranrty, and another 12 months on the contract. A couple of weeks ago, it just died - couldn't turn it on, so took it to Virgin (my provider) who sent it off for repair. The repair cente contacted me to pick it up, and when I got there, informed me it was being returned "unrepaired". This was because the fau;t was caused by corrosion, due to water damage, and therefore not covered by warranty.

I have never dropped my phone i liquid of any kind, or spilt anything on it, so any water damage has only happened through me using my phone as any normal person would. The repair shop suggested it could be humidity, steam or condensation. I think if its any of those, the phoen's not up to the job it was made for.

Sony are playing hardball and refusing to honour the warranty, and refusing to escalate my complaint past the call centre. At the moment, the phone is with Virgin, for a 2nd opinion on the cause of the fault, and if I don't get any luck there,I intend to go to the Telecommunications Ombudsman.

I was wondering if anyone has had this happen, have you had any success through the Ombudsman or other channels, and any suggestions as to how to proceed from here?

I am 100% certain I have not caused any damage to the phone, and am really annoyed that Sony will not even consider the possibility that it may be faulty.

Any ideas? Thank you!

[Just_Keep_Swimmi...]

Hi Op,

If you are certain definitely take this to the telecommunications ombudsman.

I have learnt in the past the companies will never admit responsibility as this makes them liable.

They maybe just trying to pass the blame so they can say it's out of warranty.

The ombudsman will investigate it for you.

Good luck

[FiveAus]

Also try consumer affairs in your state.

[Old Grey Mare]

Exactly the same thing happened to DDs iPhone5 last week. Apple said it was due to high humidity and hot weather. As she had insured the handset they replaced it for her. I believe this is not covered under warranty as it is not actually a fault with the handset.

[adl]

Actually this happened to mys sister...they ended up saying she must have used her phone while standing in pouring rain...or her hands are very sweaty..utter BS.. As if!!!!

she just refused and kept at it until they admitted it was highly unlikely and replaced her phone under warranty...


Get onto a senior manager...make a noise but yes it is just an excuse...and I would not accept it.

Edited to add.... Seriously iPhone 5 at that price should cope with usual summer humidity... So not buying that at the price they are...do they come with a war ing not suitable for tropical climates? No I didn't think so....they bank on people being gullible and not fighting back

This post has been edited by adl: 17/01/2013, 05:57 PM

[Jemstar]

Have you ever used your phone with wet hair? Very common cause of corrosion in mobile phones, or so DH was told this week due to corrosion in his (he stupidly left his in his pocket and walked into a river, so not quite the same thing, but apparently got chatting to a guy who said they see heaps of women with corroded phones because they use them with wet hair). So ladies, no yapping on the phone when your hair's wet.

[JustBeige]

Do you have a cover on yours OP? If you have a cover then the back couldnt get wet from sweaty hands because the cover is in the way.

DH has a plastic cover/skin on his and his never feels wet or sweaty either.

I would definitely be calling the TIO or Dept Of Fair Trade for advice.

[Chocolate Addict]

So ladies, no yapping on the phone when your hair's wet.

I am not a dog, I do not 'yap' with or without wet hair.

[dessiesgirl]

Thanks,everyone. My biggest frustration really has been to get my case heard by someone at Sony who has more discretion to act than the call centre staff. Hopefully the Ombudsman will be able to go a bit further up the chain of command than I can!