Ultra owner for about three weeks and have questions since calling and searching has not helped

[hmwbkk]

I live in Bkk formerly NYC all my life until I retired and married here. I buy my phones unlocked and after awhile sell them and get a new model. This especially since living here. My latest is the Sony Xperia Z Ultra just a month ago. I took my wife to NYC to see it via Hong Kong, Singapore and NYC. 

We kept looking for parts that were advertised but no one had headphones that I could use to answer phones with volume control. I wanted the wireless charger I saw online but even on our way back stopping at Japan Airport Narita nobody had the parts I wanted to buy.

In NYC we went to the main Sony store in the 50's and they did not ever see this Ultra and did not know anything about the problems I faced about parts and changing the sim. I told them that I pulled out the plastic sim card holder and showed them the plastic paper that came out and they knew nothing about why it had this type of paper in where the sim card holder was and why it came out and how to put it back. 

We flew to San Fran going back and no one there knew about this phone or any parts even at the main Sony shop which was located on Market Street in a big mall they had this little Kiosk for Sony and the three staff there had no information about the Ultra.

Now back to Bkk Thailand I see on my internet email some advertisements sent to me from Sony about updating the Ultra with case and smart watch and Bluetooth headset etc but does not tell me where in this country I can buy these items? I am curious that every English speaking country when I call Customer service nobody knows anything about the Ultra and where I can get parts or even how it works. I was so surprised in NYC and Japan that Sony was not even aware of the product and how it works?

Disappointed to say the least when we go to Apple shops in these Countries they have huge stores with staff every helpful and happy to help in any way to purchase or use their products. Why not Sony doing the same and has anyone any advice in Thailand where I can learn how to say restart or reboot as it is called in Computer language without closing and restarting in two separate moves? or about the little paper from the sim card holder why that was there and what to do with it? Simple questions that maybe someone at Sony would know who works for the Company? Thanks in advance

[benson]

I seen it in Singapore sony store.

[hmwbkk]

Thanks for that but if you read my post I said I have purchased it in Thailand and looked for parts and accessories there but could not, so we stopped off a few weeks ago in Hong Kong and they had the model Ultra but no accessories or any help with the removal of the check mark in Chinese Keyboard, which I do not want. No one in Taipei new anything about it even though it was sold there as well. Next stop NYC and the big Sony shop and not sold there in NYC and no knowledge or accessories or my questions about keyboard Chinese checked and they say it is a Google problem? Next stop San Fran and again not sold there and the Sony shop so small on Market Street and no knowledge or accessories there either. Next stop Narita airport Japan and I would figure it is a Japanese phone, again no knowledge of the product or the accessories. Now back in Bkk and I get an email from Sony saying buy their Ultra accessories but no one has or knows anything about them. What to do? Travel around the world to get help with the keyboard issue and also I asked them about the sim card holder mentioned in my post, but no knowledge and no accessories.

[Sam]

I would advise contacting your local Xperia Care team as they should have information specific to your region as the availability of the accessories.

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[hmwbkk]

With all due respect, As I keep writing here, I am in THailand now and have tried to get care from Sony any kind of help

and they do not know how to fix any problems with this model.

So on our trip to NYC in Sept 9 we contacted Sony on the phone and they had no knowledge of the Ultra, I am repeating myself, and wonder if anyone reads what people write, but just for the sake of argument I will repeat again, If I call NYC Sony for help and the Ultra is not release yet in USA but it is released in Canada and I ask for Supervisor since they say Customer Support is for Canada and USA however, they don't have a phone to look at and do not know anything about the Ultra.

So I go personally to the main Store in NYC for Sony and the three employees on the floor were talking among themselves and having a great time together as customers wait for them to finish playing like kids.

I finally get their attention by saying can anyone help me.

They look at each other and finally say what, the other two run away to hide after looking at the Ultra and saying how big it is.

The one that stays to look at it and ask what the problem is, wants to play with it.

He has a small Xperia and offers to trade me his for mine and says the paper that came out of the sim card holder is not important. and the problem with Chinese keyboard checked off is a GOOGLE PROBLEM and default not Sony.

He then gives me back my phone and runs away.SO again I say I have tried getting help in Thailand, and Taipei, and Hong Kong, Narita, and San Francisco and NYC. I called and went in person to each place and got no where, so please if you have a solution to getting help in Thailand where I am now, please try to see if they have knowledge or can even speak ENglish or care to help customers with their products.

This is not the first product that I have purchased here from Sony, they like to sell and get commission but when it comes to service and customer help, that is far away from reality in all of the countries that I recently visited. Sad to say it is not only a Sony problem but I had a Samsung Mega 6.3 and needed help and could not get it so I sold that in NYC. This Ultra I would love to keep and get accessories and find out how to fix some of these issues but so far impossible and no one seems to care.Thanks for offering me the solution though I know you mean well.

[Sam · Accepted solution]

Unfortunately for the accessories question, only the region team would be able to answer as above. However I am well versed in how the Xperia Ultra works and would be more than happy to answer any questions you may have regarding its functions.

Regarding the piece of paper on the SIM tray, I have honestly never seen that on a SIM tray for the phone so could not comment other than to say it was likely just there in error. For rebooting the phone in one motion simply press and hold the volume up and power button until the phone vibrates briefly and the phone will restart.

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[hmwbkk]

Phone
Local customer support operating times
วันจันทร์ -- ศุกร์ : 09:00 - 18:00
To call us by phone please call:
‎ +66(0)2-401-3030
‎00-1800-852-7663 (Toll free)

Hello Sam, Thank you so much for that info and the numbers above with the url i received got me

to call and press 9 for English someone in THai answered and gave me an English speaking Rep who

was great, he said that paper that came out with the sim card is there for a reason and I should bring it to

the service center in Thonglor 9, he spoke to my Thai wife and gave her the directions,

As for the keyboard with the delault Chinese checked off, he said they cannot uncheck but as long

as I don't request Chinese keyboard it will stay in English.

He said that I can get accessories like a decent in ear headphone that has volume up and down

for music and speaking on the phone. The default headphones that came with this model only has

off and on which I feel is sad but that is the way it is.

So I will take the phone in today and get the paper put back in I think he said it has the IMEi number etc that is needed and 

should not have come out with the sim card holder.

Thank you for the advice on how to reboot the phone, no one seemed to have that info, and I forgot to ask

the man on the phone but it does seem to work as you said.

Again Kudos and you and that number above have renewed my hopes in Customer Support and this website.

Sincerely

thank you all.

[Sam]

No problem, we are here to help however we can; if you have any more questions please don’t hesitate to ask.

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[hmwbkk]

hello Sam, My wife and I went to the Thonglor location soi 9 where Sony has their repairs and found it to be a little store, with three Thai women there. They were not friendly and did not speak English. I showed them the paper that came out of the sim card location and without turning the phone off pulled out the sim card. My wife speaks Thai and said why don't you look to see if the phone is off before pulling out the sim? 

They said they thought it was off. They tried to put back the plastic paper with the long tale and did not know how. They said I would have to leave it and they send items for repair out to be fixed at another location. My wife took some pictures of the women there because they were so rude and the office or store whatever it is was so amazing that this would be called Sony she and I were shocked.

So they gave her the address to bring it if we did not want to leave it. It was a far trip away.

We left and went to Sony shop in a mall. They were nice there and had the Ultra and some accessories but not what I wanted like the large phone holder or the case with the built in battery or a headset that had volume up and down, which was missing from the box in the first place. All the box had was a head set that answered the phone or turned it off but no volume control.

They did look at one of their models to see about the paper with the details of the phone on it and tried to see how it might be put back and they tried for awhile but they said we should bring it in for repairs some place other than the first place told us.

I took some pics of the paper if you want I can send it to you so maybe you can let me know how I can put it back in the sim slot? Is there a way to send you a picture ? Thanks again for any help you can give?