Sony Ericsson
Service Centre

My wife bought a SE W810i "flip" phone to use on her Orange contract. After 6 months the hing of the phone showed a fine crack which gradually worsened. This crack wasn't horizontal on the flip hinge but vertical down the middle. The phone had been used under normal use and had not been forced/dropped etc so sent into Sony Ericsson's Service Centre for warranty repair. AFter almost two weeks we recieved a repair bill for the LCD of nearly £50 stating it was not covered under warranty. I rang and queried this but the only answer was that the LCD needed replacing which I had to pay for. I explained this wasn't a fault when the phone was sent so I was told I'd be rang back within 3 working days. After 6 days I was told the hinge was covered but as it could onbly be replaced along with the LCD, I had to pay for that. I refused saying if this was not my responsibility if the hinge had failed. After more checking I was told the hinge would not be covered so pay the £50. I was told if I didn't agree the LCD was damaged they would send photos and I could claim through the post office if I "hadn't sent it with a damaged LCD". I recieved no photos but a call saying the LCD had to be replaced with the hinge and the hinge wasn't a manufacturing fault. I queired why, as the phone hadn't been mishandled and failed through normal use. I asked them to clarify that 7 months was an expected life of their product (they refused) and for them to provide details of how the fault had deveopled as there were no marks/scratches and the hinge had failed in the middle. They said it would be rechecked and I was to be contacted with 3-5 w/d with the result. One the 8th working day I had a message left stating the LCD had to be replaced and I had to pay with no answers I had been promised. The company is a joke and I will not buy their products again and make sure everyone I know is aware.

Company: Sony Ericsson
Country: United Kingdom
Region: United Kingdom

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