vB Easy Archive - P800 Unrepairable!!!

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P800 Unrepairable!!!
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Posted by: stevetel

Hello,

I have a 2 month old Sony Ericsson P800 that all of a sudden stopped working on August 10, 2003. I sent the phone to SE for repair and received it back as “unrepairable” due to “Corrosion/liquid damage: Liquid or moisture entering the phone, which causes internal corrosion. And due to the extensive nature of the corrosion, the phone is un-repairable.

I called SE’s repair center, which by the way is an outsourced facility in Minnesota, and asked them how the phone got wet and they told me they didn’t know. I told them neither did I! Nothing has ever been spilled on this phone, it has not been dropped. To look at it, it is in perfect condition. Everything works…Camera, Calendar, Contacts…everything but the phone!

That is when the very nice lady told me that leaving the phone in my car over night could cause corrosion. I thanked her and asked if she could direct me to the portion of SE’s manual, User’s Guide or any other documentation that told me leaving the phone in the car was something I should not do. Of course, there is no such documentation or notification of any sort!!!.

Seems to me, just another case of a manufacturer who has found a way to dodge their warranty responsibility. The funniest part, is that the letter I received when they sent my phone back as “Unrepairable”, is a form letter with a box checked! In fact, since this is the reason on top of the list, I suppose it is their most favorite reason for denying repairs.

To say that I am unhappy about this would be an understatement. I wonder, if there are that many phones damaged by corrosion, it would seem like there is a design problem with the phone.
As I said, the phone powers up and except for being able to place a call, everything works… PDA, camera, calendar etc.

My question is whether anyone else has experienced this type of problem. Also, does anyone have a number, other than customer service 800 number, that I can call to escalate the problem.

Personally, my advice to anyone considering purchasing an SE product would be don’t! Something apparently as delicate and sensitive and expensive as the P800, does not appear to be a sound investment.

I look forward to hearing from forum members on this question.

Steve

Posted by: TAWelsh

Wow!

A broken 720 and a broken P800...you're on quite a run.

Posted by: stevetel

At least the 720 was repairable...even if I did have to pay for it myself since Motorola decided it was "non-covered physical damage".

The amazing part...not a mark on the phone...just a broken hinge. Wish I could find a business where I can make the customer responsible for anything and everything then deny all claims.

But, you are right, I am "on a roll" you wouldn't believe.

For example...this week SBC denied a claim under their Phone Protect program because the phone I have been paying them to protect has an integrated answering machine as is not covered. Wouldn't it have been nice of them to tell me that before they sold me the "policy" seven or eight years ago.

So, FYI...anyone that thinks they have coverage on their phones at the house...don't count on it. Get out your magnifying glass and check the fine print.

I really hope someone here has an idea on getting the P800 repaired.

Oh, and by the way...still no return phone call from SE customer Service...going on one week today from last week and all day today from this morning.

Here's an idea...how about they change the name to customer non-service...sound more accurate doesn't it?

Posted by: Nogami

If they're going to dig-in their heels, I'd probably see if you can get a lawyer to send them a letter (something like pre-paid legal services is usually sufficient), contact your better business bureau with a complaint, rather than phoning service, try and get ahold of someone in their main administrative office, etc.

Be very calm, have all the facts on-hand, and try and approach it from the point of view that perhaps they "a person that can help you with a problem". Something I learned in school years ago - if you come to people just with a problem, they can brush you off more easily than if you personalize it for them so they get a "feel-good" vibe from helping you out.

Good luck!

N.

Posted by: ronin4740

You may want to try escallating the issue via email to:

seee@support.sonyericsson.com

I can't say that they've fixed my issue (phone sent in with color display for warantee work and returned with gray scale display due to bad flash or who knows what) but they have been responsive and have promised to ship me a replacement phone when SE corporate has them instock.

Other than that, I'd say a letter from a laywer is probably the next best course of action.

Posted by: AdsP800

I had a similar problem with Nokia. I bought a used Nokia 6210 which had one of the battery terminals broken off. I took it to the Nokia Care Service centre and I got a fax back from them saying.."uneconomical to repair - water damage." Anyway I told them to replace the battery terminal anyway. The tech guy kept telling me that it would work only temporarily, it would stop working after a few weeks or months... that was 19 months ago!
The moral is that these manufacturer techs will try anything into trying to fool unsuspecting customers into parting with more money. I would think just the threat of legal action, and or referral to consumer affairs would make them change their tune pretty fast!

Posted by: Pepsi_Two

i sent my p800 to SE for a 'firmware update', and a week later, they sent me a brandnew p800, and with a letter saying it was 'unrepairable'

...meanwhile i knew there was nothing(except with the bugs in R1A)