Sony WF-1000XM4 battery issue

[cos123]

Hello,

Not sure if someone here can help me. I've just got off the phone with Sony for the 4th time. My headphones have developed the dreaded battery damage issue from the firmware update, one side drains to 0% within an hour from 100%. I've spoken to support and escalated to a manager both of which have told me that it's essentially my problem and that they will not/fix replace for free despite being cause by their own update (headphones worked well prior to this). They want me to send in for repair at my own cost with know idea of how much this will be. I've escalated this to a complaint and just got off the phone with the person handling my complaint who it turns out is the same person I made the complaint about. Is anyone able to help me to resolve the issue with the faulty product or at the very least help me to escalate my complaint to someone else who can handle it objectively.

Thanks

[slappyboyblue]

I spent about half an hour on the phone with the helpdesk doing all the resets. 
I then sent the earbuds with case in original packaging to Wales for repair including my call log reference.   I was expecting them to either charge me for repair, or say unrepairable, but figured I'd give it a  go as it seems a known battery issue. 
I think I got an inspection letter confirming the earbuds were otherwise in good condition, so not water damaged or stood on etc.
Anyway, without me doing anything else they sent me a new pair of earbuds in the original case, and cleaned up the case.  

[gareth71]

It's a big ask, I know - but I don't suppose you'd be able to send a screenshot (personal info redacted as required, of course) of any communications you had from Sony confirming the provision of a free-of-charge replacement, would you? Another user on this forum has already very kindly sent me screenshots of the comms they had with Sony on this issue, but the more I can put together to hit them with, the better. Thanks in advance!

[slappyboyblue]

Thought i had posted a reply but it seems to have disappeared.  Anyway, I sent off for a repair and they just replaced the earbuds for free. 

[gareth71]

Well, the outcome was... interesting. Another community member mentioned in another thread that he'd been sent FoC replacement buds by Sony, and that these too had failed resulting in a FoC repair. After lots of pointless to-and-fro with Sony's useless frontline customer service, I got my case escalated to the CRO who then flat-out denied that any FoC replacements or repairs had been granted (despite me sending them the screengrabs of e-mails to and from the CRO that the other forum member had kindly sent to me!).

They flat-out refused to replace the WF-1000XM4 buds - it was very clear they weren't going to budge on that. However, eventually they agreed to send me, as an "exceptional gesture of goodwill", a £100 discount code for the Sony online store. So I bought a pair of the new WF-C710N buds to replace the f**ked WF-1000XM4, and they'll be the last Sony product I ever purchase.

The lesson to learn here is to keep pushing, I guess! Eventually they'll roll over, at least partially, and offer you something just to shut up and go away 🤣

[Sparks]

I also have a pair of these & my left one is doing exactly  the same thing once fully  charged  the left one lasts about 1/2 an hour after doing some research  on Google  in regards to this problem apparently  it's a common issue with these  ear buds  & sony have basically  washed  there hands of it probably  there designed  to fail/ have problems  after about 2 yrs that way they can fleece u out of more coin I don't think sony products are as good as thy used to be u can buy replacement  batteries for these & change them out urself something  I'm going too look into cheaper option  than buying  a new set definitely  will Not  be buying  any sony products  again not good enough  Sony !!

[gareth71]

I made enough of a fuss about it for them to cave in and give me a £100 Sony online store credit to compensate for the fact that I now own a pair of next-to-useless WF-1000XM4 with batteries that last half an hour. It's not the like-for-like replacement which any company with decent customer service would've provided - but it's enough to buy a pair of the new WF-C710N as an alternative. Better than nothing - and there's no way I'll ever spend money on a Sony product again. E-mail them at cro.en@eu.sony.com and make a fuss - don't let it rest until you've got something out of them.