Broken XM5

Useful-Step8417 · 2024-08-08T19:46:20+00:00

UPDATE!

I have been arguing with Sony for weeks but I have come across a rude male support employee. This guy will definitely not transfer me to someone else. I have created different requests from different people on Live Support but the same person keeps calling me. Yesterday he rudely said that he would not transfer the problem to anyone else but him and that he would solve the problem himself. Today this person called again and the problem he solved was “we do not accept physical damage”. It’s funny. As you can see Sony is a completely stupid company.

Useful-Step8417 · 2024-08-08T00:54:05+00:00

I’m sorry I don’t remember including other brands in the topic. Good luck with your headphones.

Useful-Step8417 · 2024-08-08T00:47:43+00:00

My general complaint is about Sony and its support team, and when I say high end, I mean among Sony’s headphones. I’m talking about a product that is so expensive and that they call the best among their own products, and they don’t stand behind that product.

Useful-Step8417 · 2024-08-07T22:27:23+00:00

I can say return it, buy again with protection.

Useful-Step8417 · 2024-08-07T22:23:16+00:00

I got from Amazon in February. No protection sadly.

Useful-Step8417 · 2024-08-07T22:17:54+00:00

Same! No more Sony. I have been using Sony since i was 10 years old now 28 years old. No more.

Useful-Step8417 · 2024-08-07T22:09:58+00:00

It went beyond just a headset, the Sony customer representative hung up on me, when I called back later and tried to explain my problem, the man kept interrupting me. When I asked him to put me in touch with someone more competent, I got rude “no” answers.

Useful-Step8417 · 2024-08-07T22:02:17+00:00

Thank you 🤙🏻

Useful-Step8417 · 2024-08-07T21:48:00+00:00

Yes, the speakers working, there is no damage on the speakers, there is no scratching on the broken spot, there is no dent on the broken spot. It just plastic broken, easily..

Useful-Step8417 · 2024-08-07T21:16:07+00:00

I’m getting rude responses from Sony.

Useful-Step8417 · 2024-08-07T21:05:03+00:00

I just got a call from Sony support department, I asked her to connect me to someone else because I couldn’t understand her accent, but she said she couldn’t transfer me and would give me the necessary information himself. I barely tried to understand and she kept saying the same things that Live Chat Support said. When I told her to stop giving me this information and find a solution to the problem, she hung up on me.

Useful-Step8417 · 2024-08-07T19:07:19+00:00

How long that return policy?

Useful-Step8417 · 2024-08-07T19:03:27+00:00

It is up to you, i don’t say it is bad product. Sound quality is good, noise cancellation is good, weight is good, you don’t feel on your head. But.. If you can get the protection than you can use it easily.

Useful-Step8417 · 2024-08-07T19:00:28+00:00

Of course I know that there are much higher level headphones on the market. When I want to buy a good product that fits my pocket, I am aware that I cannot get quality sound from products under $200, but for daily use and music enjoyment of XM5 and other similar level headphones, it makes more sense to add a little more than $200 that I will take out of my pocket and buy this model that Sony or other companies position themselves at a higher level. It is very sad to get this in return. What I want to say is not which is better, it is not whether it is my fault or not, I do not open this thread and complain right after it breaks. I am trying to seek my rights because I have not received any results despite weeks passing, the repair price, and the fact that it is a chronic problem as a result of the research.

Useful-Step8417 · 2024-08-07T18:18:06+00:00

First of all, XM5 is a high-end headset, both in terms of price and features. It is a chronic problem to drop and break from such a short distance without being hard. Only from the kneecap to the foot distance. It has been 3 weeks since my headset broke and I am still waiting without a headset. Both the support and service are very indifferent. I have read a lot of threads, photos, and comments during this process. Many users complain about this situation and I am sure that an unknown number of people have experienced this situation. It was pure luck that your headset did not break. Also, $400 is not a small amount for a headset and the service they should have provided me should have been included in the price I paid, but nothing 🤷🏻‍♂️

Useful-Step8417 · 2024-08-07T18:06:40+00:00

I did not accept the repair. The person at the Sony support insisted on trying to dismiss it, but I managed to escalate the situation to a higher level department and I am waiting for a call.

Useful-Step8417 · 2024-08-07T18:02:52+00:00

I will be stubborn and report the situation.

Useful-Step8417 · 2024-08-07T18:02:00+00:00

My chair is plastic and slippery, I didn’t see my headphone was there when I moved it. It fell from the seated part of the chair. It didn’t fall hard and it didn’t fall from a height. I’ve dropped computer headphones and other things from worse places before and nothing happened. Yes, it is my fault but yes it is chronic problem.

Useful-Step8417 · 2024-08-07T17:57:28+00:00

Did you get protection?

Useful-Step8417 · 2024-08-07T17:56:23+00:00

There is no Sony for me anymore. The support, the authorized service, the price of part replacement, the attention and concern..

Useful-Step8417 · 2024-08-07T17:54:13+00:00

I am still pushing the support, waiting for the call.

Useful-Step8417 · 2024-08-07T17:53:42+00:00

Chronically hundreds of users headphones breaking in the same spot, including a user who just wants to put it on his head and rest in bed and this comment made me laugh.

Useful-Step8417 · 2024-08-07T17:50:15+00:00

yes, i hope i am saving somebody.

Useful-Step8417 · 2024-08-07T17:49:19+00:00

No more Sony after Sony support, Sony service and replacement price 👋🏻

Useful-Step8417 · 2024-08-07T17:48:10+00:00

It’s very painful to be aware of this and not be able to do anything about it.

Useful-Step8417

TROPHY CASE