topic Re: LCD Screen broken - SE support not reacting - What can I do? in Other/General

LCD Screen broken - SE support not reacting - What can I do?

Fri, 27 Aug 2010 17:43:43 GMT

As the title basically says it all, my LCD screen has broken. The phone was in my pocket while i was changing a flat tire, after that it was broken. The phone still works, however inside the LCD display has some strange black lines and a piece of the display remains black. I sent several emails through the SE website. The first reaction was that i had sent an email to the wrong support, and that they have forwarded my message to the appropriate support dept. From that request i haven't heard anything yet ( 1 week ago). Since i bought my phone online, the phone originated from Hong Kong. So i sent an email to Hong Kong support. They replied to update the software using the SEUS. I sent them a reply that updating the software didn't help, but i have not received another reply since. I also sent another support request to what i believe is the right support for my location (Aruba, Caribbean), but i didn't get a reply, not even a confirmation of my support request.

So now I don't know what to do with my phone, where I live there is no SE service center or any dealer or anything that can fix it. Any suggestions as to what I can do to get my phone fixed? Many thanks in advance.

Re: LCD Screen broken - SE support not reacting - What can I do?

Uliwooly — Fri, 27 Aug 2010 19:09:25 GMT

if you can't get help/support from SE by email, try calling them; now if they can't really help you because there are no SE service centers in your country you could see if you can send it to them (to another country to get it repaired). the last option is, for YOU to fix it, you can buy the LCD + digitizer online and following this http://forum.xda-developers.com/showpost.php?p=6368979&postcount=82 know that it WILL void your warranty and is your responsability, if you kill your phone in the process well there's nothing to be done but to get a new one.

Re: LCD Screen broken - SE support not reacting - What can I do?

Martha- — Fri, 27 Aug 2010 20:59:45 GMT

The email address for Aruba is questions.aw@support.sonyericsson.com and the Caribbean Islands support number is 1-800-442-3471 (Toll Free). I am not sure what the policies are about phones that are not purchased in the country (they are considered "Grey Market" products in my region), but give support a call and see what your options are.

Re: LCD Screen broken - SE support not reacting - What can I do?

Fri, 27 Aug 2010 21:48:30 GMT

The number for caribbean Islands is out of service, it doesn't work. I have sent an email to questions.aw@support.sonyericsson.com, thank you for this emailaddress. I will post below again what happens.

Re: LCD Screen broken - SE support not reacting - What can I do?

Sat, 28 Aug 2010 06:54:22 GMT

Do you know where the service centre is in Aruba? You may want to go there.

Before you go there, you might want to try turning off the device, removing your battery, wait 15-30 seconds, and replacing the battery again. Turn it on and see if the problem persist.

Re: LCD Screen broken - SE support not reacting - What can I do?

Martha- — Sat, 28 Aug 2010 14:56:45 GMT

Thanks for letting me know that the number is out of service. I will find out what the correct number is but it may take a little while.

Re: LCD Screen broken - SE support not reacting - What can I do?

Tue, 31 Aug 2010 13:17:10 GMT

After sending several emails i received a phone number, requesting me to call SE support. It was the UK number, so they couldn't help, they told me I should call SE support in the country where the phone was sold (Hong Kong). Probably I would have to send the phone back there for it to get repaired. The phone of course has warranty but I might have to pay since it might have been abuse. Since the Hong Kong support is now closed I will call them tomorrow.

I'm beginning to think that the option to order the LCD screen and fixing it myself is best. :smileylaugh::smileysad:

Re: LCD Screen broken - SE support not reacting - What can I do?

Tue, 31 Aug 2010 14:52:22 GMT

I don't know if it'll be better, but it is most definitely faster.

Re: LCD Screen broken - SE support not reacting - What can I do?

Uliwooly — Tue, 31 Aug 2010 21:50:21 GMT

It's not that complicated, just be extra careful and know that you will void your warranty, saddly theres no way that SE can help you, or at least it seems that way.

Re: LCD Screen broken - SE support not reacting - What can I do?

Fri, 10 Sep 2010 14:18:49 GMT

I guess this is the best answer, SE is not returning my calls and emails. I have to find a way to fix it myself.

Re: LCD Screen broken - SE support not reacting - What can I do?

Fri, 10 Sep 2010 14:21:44 GMT

After 3 weeks of emailing and calling different SE support I haven't made any progress. The support of SE is non_existent. The phone was great but the cost to call support was a big waste of my money. I still have a broken phone and i'm going to have to fix it myself.

Re: LCD Screen broken - SE support not reacting - What can I do?

sushidushi — Fri, 10 Sep 2010 14:39:16 GMT

I would have thought that, as you broke the phone when changing a tyre, the repair wouldn't be covered by waarranty, so you'd have to pay full price to get it repaired. In that case, does it really mattter that much where you bought the phone, even if it is considered to be a grey import? Might you have more luck, perhaps, if you didn;t even mention the warranty and simply asked how to get the phone screen replaced by Sony Ericsson and how much it would cost? The alternative, as suggested above, is to try to do it yourself. That would invalidate any warranty claims you might have for any other issues, perhaps, but it might be your only option.

I have always been 'amused' by how poorly large companies in the communication business are at communicating.

Re: LCD Screen broken - SE support not reacting - What can I do?

Fri, 10 Sep 2010 14:45:20 GMT

Yes, a SE support representative from the UK told me i might have to pay for the repair. Of course this is no problem for me, I just want it fixed (of course if the cost isn't higher then the phone itsself).

Re: LCD Screen broken - SE support not reacting - What can I do?

sushidushi — Fri, 10 Sep 2010 14:51:14 GMT

Have you tried the phone number again recently, or the email?

Re: LCD Screen broken - SE support not reacting - What can I do?

Fri, 10 Sep 2010 14:54:28 GMT

Yes several times, but the service center number in Hong Kong is always busy, so i have to leave a message. I gave up on this because i never received a call back. Maybe they can't call outside of their country or something. The email also I haven't received any replies anymore, except the automated "your ticket has been updated bla bla bla".

Re: LCD Screen broken - SE support not reacting - What can I do?

sushidushi — Fri, 10 Sep 2010 15:00:20 GMT

I meant the number for Aruba. I wondered if it might now be working.

Re: LCD Screen broken - SE support not reacting - What can I do?

Fri, 10 Sep 2010 15:08:37 GMT

Just tried to, it is the same, still not working.

Re: LCD Screen broken - SE support not reacting - What can I do?

Jeff — Fri, 10 Sep 2010 15:11:37 GMT

Hi,

Martha and I are still checking on the phone number problem, in the meantime, did you get a response from the Aruba email support?

Re: LCD Screen broken - SE support not reacting - What can I do?

Fri, 10 Sep 2010 15:17:53 GMT

Yes, they replied and told me to call SE support in the UK. I did and they provided me with the number to call in Hong Kong.

Re: LCD Screen broken - SE support not reacting - What can I do?

sushidushi — Fri, 10 Sep 2010 15:30:56 GMT

Jeff, is there a non-1800 number that Ginoize could call?

The second half of my username is Papiamento.