In fact SONY takes all photos of your device once they received. I have very similar experience when I sent my TX-850 laptop to San Diego Center for service. They blamed me for exact the same reason. But I brought it to the upper level and their supervisor reviewed the photos and honored the warrenty.
I would say SONY not only has photos of your device, but also has videos on how their technicians repairing your device (I have one of this video before). The problem is, those on the other end of your phone can only make judgement based on the notes their engineers wrote. Engineering notes "physical damage" doesn't mean the physicial damage caused by you. But Customer Center is far away from the Service center and only higher level officials can review such photos/video and probably willing to understant what is the real meaning of "physical damage".
It is obviously the SONY's management problem.
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Originally Posted by dmikov
I have to disagree. I had exactly the same problem. You can find it on the forum too. I sent the reader, they sent me the bill. According to them the reader has been damaged and is not covered by warranty. They even had the pictures with my reader scratched. Needless to say I sent them reader in perfect order and they damaged it in their lab, but try to prove it.
So when it comes to Sony, either have it documented with all the pictures before sending it (doubtfull it will help with customer support anyway), buy it with replace warranty from the store. Or better not buy Sony products period(my personall choice).
The Sony representative frequent to this forum helped me to get my reader back for $149 and I thank him very much for his help. But it is too little too late as far as company service goes, not to mention I had to fight even for this with techs in Sony who preteneded they never heard of that.
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