Orange South Africa
Refusing repair because of unrelated cracked back

Hi,

I bought an Xperia Z smartphone in April from Orange South Africa online.

After a week of using it, the back glass got cracked. This was not a problem because the phone still worked fine.

5 Months later, mid September, the phone started having a vibration problem. It just does not stop vibrating, even when the phone is switched off. The battery is not removable, so the vibrating only stopped when the battery got discharged. When plugging the charger back in, it keeps vibrating again.

I did a factory reset, updated software, these did not fix the problem.

So I did an RMA request and DHL came to pick up the product.

A week later Orange, Richard Navarro-Montes, emails me saying that the display and glass body is damaged so it's "outside of manufacturer warranty".

1) The display is NOT damaged at all.
2) The back is cracked, yes, but that has nothing to do with the vibration defect. That is the manufacturer defect I need repaired.

After replying those points, Brieug Le Quilliec just tells me again that it's outside of the manufacturer warranty.

The vibration problem is a manufacturer fault, this needs to be fixed under warranty. The cracked glass back is unrelated.

Company: Orange South Africa
Country: South Africa
City: Online

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