Update: Sony refuses to repair WH-1000XM3, says has corrosion (with photo "evidence")

Jenus on 25/08/2020 - 16:31
Last edited 31/08/2020 - 17:08

Update 31/08/20:

Infinet sent the headphones back unrepaired, and Sony is refusing to repair since there is "corrosion damage". They also sent a photo of the alleged corrosion:

https://imgur.com/a/IHQbyj1

I told them I don't agree with the assessment. Also, I pointed out to them their exclusion policy, which is for liquid spillage or abnormally corrosive conditions. Still no go.

So I've reached out to ACCC to explore my rights as a consumer. Wish me luck!

Original post:

I'm legit pissed now so I apologise if I'm not coherent.

I bought my WH-1000XM3 in October last year and it worked well until it started to have the infamous rustling noise issue in my right ear cup. I can share a couple of links pointing to this. Apparently the new XM4's have a similar issue in the right ear cup.

So I sent it per Sony's instructions to their service solutions provider (can I name them here?), and was told to contact them. I was informed it was a corrosion issue and hence they will not fix it. Which is in itself strange because I've never used it for exercise (why would I use such an expensive headphone for that), but it is as it is.

And then I was told I'd be contacted for an invoice to get it back. When I asked what for, the person said labour is not free, you know? I'm absolutely flabberghasted. I got on the phone with Sony Australia and it's being escalated but what are my options?

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Comments

  • iforgotmysocks on 25/08/2020 - 16:37
    +9

    Your options are to get on the phone with Sony Australia and make a forum post on Australia's foremost bargain sharing community while you await their response.

    • Jenus on 25/08/2020 - 16:38
      +4

      I did both. Do I get a brownie for that?

      • iforgotmysocks on 25/08/2020 - 16:38
        +11

        I think you gain OzBargain XP.

  • [Deactivated] on 25/08/2020 - 16:38
    +1

    labour is not free, you know?
    🤣🤣🤣🤣🤣

    Might just have to enjoy the wallet rape from sony on this one

  • Drakesy on 25/08/2020 - 16:42
    +1

    Yeah, i think Sony's dropped the ball on this one, either they're at fault or you've not subjected the headphones to normal wear and tear. Given that they're offering to replace the part but charge for labour i think Sony's accepted fault and just wants to pass on the costs.

    I wouldn't take it as you're still under warranty. Unless there's something else that may've caused it? If it is corrosion, then Sony may have a case.

    • Jenus on 25/08/2020 - 16:43
      +1

      They're not offering to replace. The service provider wants to charge me for the assessment costs and to send it back to me.

      I took photos of my headphones before I sent it out. I doubt anyone can say I misused it.

      • Drakesy on 25/08/2020 - 16:46

        If it's anything like computer repair centers i believe the costs for warranty will have to be covered by Sony if found including the assessment costs, however if it's found not to be a warranty-able issue they can charge you for inspection.

        Although that's just my previous experience with third party warranty service centers.

        • Jenus on 25/08/2020 - 17:04

          Fair enough. I will challenge their assessment though as I believe I've used it as intended and any damage is an issue of design.

  • ThatKiwiFella on 25/08/2020 - 16:53

    If it's like most electronics, you cover the assessment cost if they find it's not a manufacturing defect or fault.
    Given corrosion starts with moisture, is it possible you've somehow spilt something on them at some point? It doesn't take much moisture to corrode stuff

    • Jenus on 25/08/2020 - 16:59
      +2

      Fair point.

      I do take very good care of it, so the only way there could be moisture if it's been on my head for too long and hence there is moisture build up? Which brings up the point of what is reasonable usage then.

      Also, these are what I found from a quick google search:

      Somebody who had rust in the screws in the ear cups after 2 month's use:
      https://www.reddit.com/r/sony/comments/afowjp/after_a_month_…

      Potentially the same issue with XM4's (although they say probably not due to moisture):
      https://www.reddit.com/r/sony/comments/ifkuc2/wh1000xm4_righ…

      A whole ton of people complaining about hissing/rustling noises with their XM3's:
      https://www.reddit.com/r/sony/comments/cszk51/wh1000xm3_rust…
      https://www.reddit.com/r/sony/comments/i1oc7v/windrustling_n…
      https://www.reddit.com/r/SonyHeadphones/comments/i1qkj5/issu…

      • ThatKiwiFella on 25/08/2020 - 17:04
        +4

        I agree in regards to reasonable usage. You could go running with them which would cause more moisture, but using headphones for running isn't unreasonable usage.

        I'd escalate it as per the comment below mine, if you're certain you haven't spilt anything on them. Even then, they'd normally tell you it's water damaged as there'd be clear indications of that on the circuit board

        • aussieprepper on 25/08/2020 - 17:32
          +3

          Yes this, Its Sony job to mitigate corrosion issues. What does Sony expect people not to sweat when wearing headphones?

          Ask for photos of the damage?

          • Jenus on 25/08/2020 - 17:58

            @aussieprepper: I asked for photos of the damage. I also quickly sent Sony a set of photos of my headphones taken on the day it was sent out (I took them in case Auspost damaged them).

    • pinchies on 25/08/2020 - 21:22
      +1

      These are garbage carbon steel screws. They will corrode in a humid environment without coming into contact with liquid water. Thus, corrosion does NOT indicate coming in contact with moisture. Let me know if you take them to court and need an expert witness….

      • Jenus on 25/08/2020 - 21:28

        Thanks, I am considering Small Claims as the last resort!

        • pinchies on 25/08/2020 - 21:32

          I would ask them for proof of corrosion, maybe there was corrosion apart from the screws?

  • CyberMurning on 25/08/2020 - 16:55
    +7

    my experience years ago.
    got a deal from here for expensive soundbar

    2 weeks stop working.
    sent for repair they said motherboard bla bla.
    comeback, one pin broke but speaker works.

    another 2 weeks, stop working again,
    sent for repair comeback with some scratches on casing but works

    and one more time.

    the 4th time, i said stop it and refund my money no they still want to repair (this is all within 6 months). i said i will go to ACCC the Sony filipino call centre guy said please go ahead as we dont refund.

    so? go to ACCC and they melt like butter under the sun.
    will never buy sony again

    • Hybroid on 25/08/2020 - 17:44
      +2

      I mean with anything and everything, it's all anecdotal and different people have different experiences.

      My KD-60X6700E purchased direct from Sony in April 2018 died suddenly 2 years 4 months in. They replaced it with an upgrade KD-65X8000H within 3 business days with no fuss whatsoever. Bigger screen, better spec and double the RRP without asking for a penny. They even sent me the new one before they collected the old one. Very impressed with their service.

      I'm kitted out in Sony everything (TVs, Playstation, speakers, AV receiver, headphones etc) and love their products. I guess to each their own.

  • zombrex on 25/08/2020 - 17:27
    +3

    Sony is so dodgy when it comes to repairs, which is a shame since their products are generally pretty good.

  • nubzy on 25/08/2020 - 18:11
    +3

    Sony warranty support is absolutely awful. I remember the hell people went through with Xperia phones. Nightmare stories. A shame because they are a premium brand yet aftersales service is so poor.

    • MagicMushroom on 25/08/2020 - 22:13

      Guess I was lucky. Sent the phone for repair twice without any hassle. They even replaced the battery although that wasn't the issue.

  • chillybags on 25/08/2020 - 18:15

    I had a really good experience. I had a rattling noise in one of the ears of my XM3s, told sony about it and they just sent me a new pair no other questions asked. I was really surprised! Once i got the new pair i gave the old pair a bang on the ear cup and the rattling stopped, hasn't come back since.

    • jayboi on 25/08/2020 - 18:50

      Did you get to keep your old pair?

      • chillybags on 25/08/2020 - 19:01

        Yeh, I gave them to a friend though.

    • Hybroid on 25/08/2020 - 19:09

      Same positive experience mentioned above with Sony TV. Did you go direct to Sony Support?

      OP mentions 'Sony's Service Solutions Provider', wondering if that's another (maybe third party) service center.

      • Jenus on 25/08/2020 - 21:26

        I contacted Sony Support, they gave me a prepaid post label for Infinet Service Solutions.

        Their entire after sales is outsourced, I reckon.

        I should mention I'm in Victoria so I can't rock up to a Sony Centre.

        • Hybroid on 25/08/2020 - 22:04

          Hmm that's the difference then. My case was handled directly by Sony without any third party and was brilliant. Not sure why you were pawned off to someone else, that sucks.

  • [Deactivated] on 25/08/2020 - 18:53

    ACCC/fair trading/vcat sue their pants off

  • try2bhelpful on 26/08/2020 - 08:11
    +1

    We bought a pair of WH-1000XM3s from the scratch and dent area at Costco for $199. The earphones had the rustling noise. The man rang the Sony service people and they tried to convince him it was normal until we pointed out we had the same model which didn’t have the rustling noise. We sent it back to them, with a covering letter, and they sent back a brand new pair as replacement. Score.

    My suggestion is to ask the centre to provide you with photographic proof that the earphones have been affected by corrosion. If you haven’t spilt liquid on them then there is a design fault if the headphones develop corrosion whilst still under warranty. I think you are doing the right thing by pushing it through Sony. Hopefully they will send you a new pair and then they can get the old pair from the assessment centre. If Sony come back with “no” then push them further. Unfortunately “no” seems to be the default answer in the hope you will go away, but persistence can, sometimes, get you a “yes”.

    There is the ACCC route, if necessary.

    Best of luck.

  • Jenus on 31/08/2020 - 13:09
    +1

    Here's an update:

    Infinet sent the headphones back unrepaired, and Sony is refusing to repair since there is "corrosion damage". They also sent a photo of the alleged corrosion:

    https://imgur.com/a/IHQbyj1

    I told them I don't agree with the assessment. Also, I pointed out to them their exclusion policy, which is for liquid spillage or abnormally corrosive conditions. Still no go.

    So I've reached out to ACCC to explore my rights as a consumer. Wish me luck!

    • nubzy on 31/08/2020 - 14:44
      +2

      Utterly pathetic response from Sony. I like their products but the way they treat their customers is attrocious.

    • try2bhelpful on 31/08/2020 - 18:39

      Best of luck with your quest. That is a pathetic response. Normal wear and tear shouldn’t cause their products to corrode. I would be mentioning this on Product review and social media sites.

    • OZNathan on 31/08/2020 - 21:37

      Hope you win this game against Sony.

    • aussieprepper on 02/09/2020 - 00:58

      Wonder why they didn't use stainless steel screws, Must have cheaped out.

      The speaker is not even placed in the hole properly sigh. They should have sent it back in the same condition it was sent away in.

    • shraky on 05/05/2022 - 14:18

      Just wonder how did you go eventually. I'm having battle with Sony right now with corrosion damage and escalate to NSW tribunal after Fair Trading failed to resolve it.

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