topic Re: Has anyone had a GOOD experience with the Xperia launch fault in Tablets

Has anyone had a GOOD experience with the Xperia launch fault

paulell45 — Sat, 10 Nov 2012 22:36:37 GMT

Hi,

The title say's is all really. Most, may be all of us who purchased an Xperia S Tablet at launch were sold a faulty unit. Sony told, what are presumably, as early adopters, some of their most loyal customers, that there was a problem with water resistance with the tablet. We were asked to wait for a few weeks and eventually it was confirmed that tablets had to be returned by courier for repair. This was meant to take 5 working days. Has anyone had their tablet back yet? Is there anyone whose tablet isn't waiting for parts? Has anyone managed to get Sony to actually offer a refund? Has anyone been offered a brand new tablet to replace a faulty unit?

I'm not going to threaten never to purchase Sony hardware again. I'm based in the UK and have e-mailed the BBC consumer programme Watchdog about the selling of a faulty product not fit for purpose, reluctance to offer a refund, refusal to offer a new replacement, and a recall with no parts in place to affect a repair. I received a callback today and am speaking to a researcher again on Monday. If you are in a similar position post here as they may be interested in your experiences as well.

Re: Has anyone had a GOOD experience with the Xperia launch fault

fee.666 — Sun, 11 Nov 2012 12:18:34 GMT

hi Paul,

I have had very poor experiences with the Sony Store and the telephone helpline. See my thread below .

https://www.sony.co.uk/discussions/thread/170347?start=0&tstart=0

The day after purchased, I was told by the Sony Store, that the Xperia Tablet needs to be returned for repair!

One day is use!!!! The Sony Store has not offered any helpful advice.

I have called the Sony telephone helpline and have been promised call-backs, but nothing.

I would be happy to talk to your researcher too if he or she wanted to call me.

I have sent you a private message...!

fee.666

Re: Has anyone had a GOOD experience with the Xperia launch fault

skimpychimpy — Mon, 12 Nov 2012 23:46:49 GMT

I too would be happy to talk to a researcher as well. My issues have been fairly well documented here: https://www.sony.co.uk/discussions/thread/172403?start=30&tstart=0 from the initital problems to the situation I find myself in now: over 2 weeks without a tablet and no contact from Sony, unless I have intitiated it.they have promised replacements but have never delivered.

I am starting a legal compensaion claim against Sony for the not fit for purpose item which they sold me but more so for the way they have handled the entire situation!

Re: Has anyone had a GOOD experience with the Xperia launch fault

pauglove41 — Tue, 13 Nov 2012 09:56:30 GMT

I bought mine from Amazon. When I checked the serial number it came up as one that was potentially at fault. I spoke to Sony (who were very helpful) but I was told that if a fault was found, it would be repaired. I was also told that if there was no fault then I would be charged for diagnostics. After all this I decided that returning it to Amazon was the best option and getting a refund.

Returned it to Amazon and received refund and today successfully bought a Nexus 10.

I will buy from Sony again, but I won't just jump in like I did with the Tablet

Re: Has anyone had a GOOD experience with the Xperia launch fault

Mashawan — Tue, 13 Nov 2012 21:46:34 GMT

Hi,

I have most definately not had a good experience. My tablet stopped working a few days after I purchased it direct from Sony in September.

Sony have refused many times to give me a refund. I have been told to wait until the repair is complete before I can get a refund. The only problem is, there is no longer an estimated date for the repair.

So day 54 and counting, no tablet, no refund, no replacement, no apologies.

Re: Has anyone had a GOOD experience with the Xperia launch fault

AnnoyedWithSonyUK — Tue, 13 Nov 2012 22:21:35 GMT

I think it is now safe to say Sony have failed in the tablet market. My original S is still woking reasonably well. Locks up evey now and again but looks like any further support is nonexistant (see my post on original S PSU and the one by Thalamus on Jelly Bean). I wonder how long they will support the Xperia as sales will now be very poor.

Re: Has anyone had a GOOD experience with the Xperia launch fault

paulell45 — Tue, 13 Nov 2012 22:36:48 GMT

What I find most remarkable is that Sony think that they can get away with refusing to give refunds for a product that they admit was faulty at launch. In view of the new information posted here I'm going to ask my credit card company to freeze payment. I think a copy of this thread will help them agree. I'll post what happens.

In the meantime if you are in the UK could you consider registering a complaint on the Watchdog website. The more people who do the better chance they will take Sony to task.

Finally despite getting a garbled call saying parts had arrived to repair my tablet online it still shows parts awaited!

Has anyone had a GOOD experience with the Xperia launch fault

Mashawan — Wed, 14 Nov 2012 11:22:08 GMT

I sumbited my story to watchdog. Hopefully enough people will join in.

I tried to speak to a supervisor to escalate, and I was refused. Also I tried to resiter a complaint, but was given a bogus email address to write too!

Unbelievable behaviour from Sony. I get access to corporate lawyers as part of my company benefits so I am going to start legal action today.

Good luck everyone!

Re: Has anyone had a GOOD experience with the Xperia launch fault

paulell45 — Wed, 14 Nov 2012 18:44:01 GMT

I'm now awaiting a form from by credit card company to formally dispute the debit charge for the tablet.

Re: Has anyone had a GOOD experience with the Xperia launch fault

fee.666 — Thu, 15 Nov 2012 11:21:09 GMT

Paul, any news from Watchdog?

Hi Thalamus,

just received an email from Sony Support telling me to update to release 6 and it will solve the issues.

I can pm you the persons name if you want me to.

Amazing to wait and wait just to get that kind of response, especially as I already told them I had updated to release 6!!

fee.666

Re: Has anyone had a GOOD experience with the Xperia launch fault

paulell45 — Thu, 15 Nov 2012 12:12:31 GMT

Nothing more from Watchdog except that they've opened a file and are now broadcasting every week day so there's a good chance of them taking up the story. They asked me to send any further information so I've updated them on Sony's clear refusal to offer refunds - even if the tablet was a day old and failed!

Re: Has anyone had a GOOD experience with the Xperia launch fault

fee.666 — Thu, 15 Nov 2012 15:18:41 GMT

Hi Paul,

I have had no reply from Watchdog. They broadcast in the morning, I think, so I cannot always watch it.

If you hear if and when they will include your story, can you send me a message please?

I'll post back if I hear anything.

fee.666

Re: Has anyone had a GOOD experience with the Xperia launch fault

paulell45 — Thu, 15 Nov 2012 22:55:44 GMT

Hi,

I'll post any response here. I hope they take this on as the way Sony have dealt with this is a total shables and they deserve as much publicity as possible for their total lack of respect and disregard for their customers.