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Posts: 4
Registered: ‎11-03-2018

Store Purchase Sony Xperia XA2 Ultra

[ Edited ]
 
From day one the screen has had this issue. I Went to buy a Moto, Best Buy talked me into buying this Sony Xperia and what a nightmare it has been with ghost touch issues on the screen make the phone unusable And Sony support keep sending me the same link for resetting the phone - almost a dozen times now. And contacting customer support via the phone in the settings support, calling, emailing, Facebook and going into Best Buy - every time it’s like I start over and eventually I guess they’ll figure I’ll quit bothering them and take the $400 loss. This phone and this customer service support is not what I expected from Sony. 

 

I can’t type with the phone because the touchscreen just has ghost/ phantom touches all over the place -and its getting worse.  Now I cant even make phone calls as the touchscreen mutes the call, hangs up, opens other apps or tries to call other people. Best Buy bounced me back and forth between what they said is Corporate (888 BEST BUY) and Sony. Long enough their 14 day return window expired.  

 

Sony has been no help whatsoever and has sent me the touchscreen issues troubleshooting link a half dozen times now. Sonys own forums document this as a widespread, known issue with this phone - or try XDA developers or any other forum.  They know its an issue (Ive had since day one) and nobody will take the ball on this.   Apparently if I am really lucky Sony will allow me to send my phone in so they can “repair at quote so I will be without a phone for several weeks and I cannot reiterate enough since day one this is been an issue. Now I take responsibility for not being smart Knouff to of just return this piece of crap immediately and demand my money back - but promises of resolution delayed me just enough that now here I am. 

 

I would like to return this phone for a different one if that is not possible either by Best Buy or Sony.  The phone was defective and Best Buy refused to accept a return knowing once the 14 days were up they could tell me to kick rocks. Awesome way to handle customers Best Buy! Thank you.

 

Stephen {removed per forum guidelines}
Posts: 5,874
Topics: 75
Kudos: 548
Solutions: 335
Registered: ‎12-23-2016

Re: Store Purchase Sony Xperia XA2 Ultra

[ Edited ]

Hi Stephen,

 

Welcome to the Best Buy Community forums. I understand how frustrating to is to have a phone with touch screen issues.

 

Under our Return & Exchange Promise there is a 14 day window in which a mobile phone can be returned after purchase. From your post, it sounds like you are beyond that 14-day window. I'd be happy to double check to make sure you are outside of that return period if you'd like to send me a private message with your name, email address, and phone number.

 

Outside of that return period, however, you would need to rely upon the manufacturer’s warranty provided by Sony. I understand that they haven’t been as helpful as you have hoped so far. Have you tried calling them at (855) 806-8464 yet? That would be your best resource going forward.

 

I hope that they’ll be able to get your phone either repaired or replaced for you.

 

Sincerely,

Kyle R|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎11-03-2018

Re: Store Purchase Sony Xperia XA2 Ultra

Best Buy would not take it back when I tried after one week, they wanted me to deal with Sony. Knowing the return window would be up before I could get anything done. This phone was an open box phone someone already returned. You sold me a broken phone and would not accept a return. I was duped and cheated by your store. I am not OK with that

Posts: 5,874
Topics: 75
Kudos: 548
Solutions: 335
Registered: ‎12-23-2016

Re: Store Purchase Sony Xperia XA2 Ultra

Hi again Stephen,


As I said in my previous post, I’d be happy to take a look into this on your behalf. Please reach out to me through a private message by using the link in my signature below this post with your name, email address, and phone number.


That will hopefully allow me to look into your purchase with us.


Sincerely, 

Kyle R|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
Posts: 9,158
Topics: 424
Kudos: 646
Solutions: 402
Registered: ‎09-29-2008

Re: Store Purchase Sony Xperia XA2 Ultra