Customer service does not meet the United States relative to the Compact Z3 repair

Hello and happy new year!  I was wondering if anyone has experience with sending in a Compact Z3 for repair/replacement under warranty in the United States.  I live chatted and called several times and I can't get any information on the status of my repair or when I get my phone back.  I wonder if you guys could get some advice on what to do next.

My Z3 Compact suddenly started having battery problems (first similar to this: http://talk.sonymobile.com/t5/Xperia-Z3-Compact/Battery-levels-jumping-randomly-and-not-charging/td-... and then it stuck at 50% and no loading or unloading).  My phone is under warranty until 2017, so I called, got an RMA number and sent him into their repair center in Laredo, Texas.  He arrived on 12/14, and here's the problem: no one can give me an update as to what is happening.  Many cats live and e-mail gave no information.  After a week, I called their customer service line and they said he was being sent to a Manager, who was supposed to send me an email in the next 24 to 48 hours, but didn't.  After the second week, I called again, and it's the same thing (promised an email of a Manager, who I have not received).

I was told at the beginning that since my phone is an international model, they may have to order parts and could not give me an ETA, but they said that most of the repairs are completed within 14 working days.  They had my phone for at least 10 working days now (and 2.5 weeks in total), and I really should hear a kind of update now.  I'm trying to be patient because it's the holidays and I'm sure their technicians to repair a bit of time off the coast, but some communication would be the bare minimum of acceptable customer service.  At the very least, if Sony does not include automatic updates, I should be able to get some info by calling, instead of this ridiculous evasive.

What else can I do to get information on the status of my claim?

I feel your pain. I had a similar lack of information when the screen back of my cracked Z3C randomly after 3 days of property. He was sent to Laredo. I never had an update... called at least twice to get an update and told me I would soon receive a response and how if yes or no the repair would be covered by the warranty.

Two weeks past, and all of a sudden I get a box from Sony with my phone repaired on the inside. No updates, no notification, no nothing.

TL, DR: expecting anything near decent service communication or client with this Sony repair center is little more dreaming.

We wish you the best of luck...

-Evan

Tags: Sony Phones

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