I signed up for a 24 month contract including an Xperia Z5 Premium 15 months ago. Since then it has been in for repairs 3 times and I have been without phone for extended periods. The last time the workshop said they could not find anything wrong and returned it, yet it still randomly turns itself off, sometimes in the middle of calls.
Virgin has offered to give me a 1 month discount on my phone pay out (reduced to $230), so that I can finish purchasing the phone they supplied that does not work and have the privilege of paying for another phone with another 24 month contract. They tried to give me a reference number for the escalation of the incident, but my phone turned off and they haven’t rung back or tried to send me a text message.
My husband has been trying to help me, but they will not talk to him unless I’m on the line too, even though I have given them permission to. This is exacerbated by Virgin’s “Eastern Coast” biased close of customer service at 8:30 pm AEDT, which is 5:30 pm AWST, giving us little time after he finishes work to coordinate (especially with phone queues in excess of ½ an hour).
Has anybody else had this experience or can suggest any solutions?
Just thought I'd give an update to the saga...my phone is going into it's usual dying stage...won't recharge now, can't even turn it off without it turning itself back on, which means once I run out of the charge left, I effectively no longer have a phone.
This should have been resolved by Virgin when I first emailed I was having difficulties on Friday 9th March, but no, they can't resolve it, they can only escalate it and continue to go nowhere. Does this mean my only option is the ACCC?
Hmm, I'd imagine you've tried to factory reset the phone, and the problem persists? If the phone has also been sent for repairs multiple times, then it does sound potentially like a hardware issue.
Have you tried going straight to Sony itself? You'll have to povide your receipts,etc; but that might be an alternative option at this stage.
Ah didn't see the reply until after.
That definitely sound like a hardware issue. Be patient and calm, and keep asking for a solution. You're still under warranty so that's a bit of piece of mind.
Have you tried contacting their social media team? (facebook/twitter).