I dropped my Xperia Arc phone and the screen cracked, I called Sony Ericsson Customer Service and told them about my problem, they replied that this type of damage is not covered by warranty and it'll cost me $180 to repair, which was totally fine for me, then they gave me a repair number and phone number of the company who will perform the repair.I called them, and the lady provided me with instructions and their address while asking me of my credit card info, same day I send my phone to them.
A week later a called the SE Customer Service again to ask about status of the repair, the guy on a phone had so strong accent that I barely could understand him, I asked him to please repeat what he just said and this *** hang up the phone. Few days later I received my phone unrepaired!!! When I called them back and ask why, they told me that my phone had water damage and it's not covered by warranty, why in the world they care about any other damages it has, when I just asked to change the screen, for my own money? They offered me to start a new repair order, because for some reason (read as "mistake of their employee") my previous order was stated as "under the warranty" (Why then she took my credit card info, and where it went???) I asked them if they guarantee that this time my phone will be repaired for sure and who is going to pay for shipping this time?Then I gspend about 30 minutes on and off on hold, and FINALLY I've got the answer: "Your phone wasn't repaired because it had water damage and we don't repair any phone with water damage because it can stop work at any time".
Couldn't they just start with it? Or it's a secret information that very few empoyees of Sony Ericsson know?
Very unprofessional.It was my last purchase from Sony, I satisfied with the quality (I have camcorder, laptop, tv, phone), but customer service just sucks.
Review about: Xperia Arc.