WF-1000XM4 earbud casing split open

[Rocklett]

Hi

Located in the UK.

WF-1000XM4 earbuds, bought 3 years ago, not used for a while, stored in a draw. Just taken out of the draw and noticed the case will not shut and the orange case light is on.

Upon inspection, found right earbud casing has split open with looks like an expanded or exploded battery. The casing cannot be forced shut as the battery is now too big to allow the split open casing to be fitted back together. 

Obviously at 3 years old, any standard warranty has expired but it doesn't seem reasonable for the right earbud to fail like this at this price point.

Is this a common problem? Any ideas on what action I should take? Thanks in advance for any help. 

[TheGOAT · Accepted solution]

Hi @Rocklett I would really recommend that you report this to Sony asap as they will assist you. I have found their contacting page: https://services.sony.co.uk/supportmvc/en/contact/

[Rocklett]

Thank you, I have called the customer support team, who have refurred me to central support, who in turn have asked me for photographic proof and subsequently asked me to return them and they will replace them as a good will gesture. I will return them in the morning and am hopeful to receive the replacement. 

I'll report back and confirm. Thanks for your assistance. 

Steve