Charging port problem

[Juanknh]

Hi Sony support team,

I've been fighting against a problem related to charging my Xperia z5 compact. Whenever I plug in my original Sony charger or another charging device to my phone, the cable keeps unplugging itself fromthe port, as if the rubber inside the phone charging slot cannot hold the plug in anymore. 

Need a solution for this ASAP, thank you.

[Jonas · Accepted solution]

Hi @Juanknh, sorry to hear about this.

This does sound like it is related to hardware and not software since the cable(s) will not stay plugged in to the charging port and that there is something wrong with the actual port of the device.

So in this case, I would recommend that you get in contact with your Local support team so they can arrange a repair for you as the device will need to be examined at an authorized service centre.

If you have any questions regarding warranty, local service routines and so forth, they will gladly assist you with this as well as they are the experts on your market/region.

Let me know how it goes!

[Juanknh]

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@Jonas wrote:

Hi @Juanknh, sorry to hear about this.

This does sound like it is related to hardware and not software since the cable(s) will not stay plugged in to the charging port and that there is something wrong with the actual port of the device.

So in this case, I would recommend that you get in contact with your Local support team so they can arrange a repair for you as the device will need to be examined at an authorized service centre.

If you have any questions regarding warranty, local service routines and so forth, they will gladly assist you with this as well as they are the experts on your market/region.

Let me know how it goes!

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Hi Jonas,

Thanks for your advice. Do you think that Sony would solve my problem? My device is still on its warranty range time.

[Jonas]

Hi again @Juanknh, sorry for the late reply.

I'm afraid that I won't be able to answer if this will be covered by the warranty or not before the device has been examined at the authorized service centre.

Have you had the time to send it in and if you have, how did it go?

Feel free to keep me posted!

[will231]

how comes when ever anything about warranty is asked no one can give a straught answer

[Jonas]

Hi @will231, sorry for the late reply. I have been out of office due to vacation.

Since the device has not been examined by a trained technician, it's impossible to say if this will be covered by the warranty or not, as there may be other defects on the device, that is why me or any other support agent can answer if something is covered by our warranty before a technician at an authorized service centre has examined the device.

I hope that explains why we aren't able to say if it is covered by our warranty or not.

[VVn7843]

Xperia xz charging port flex new issue request

[Jonas]

Hi @VVn7843,

Do I understand that you are a looking for a spare part for your device? We do not sell spare parts but you can contact your Local support team on the link below and they can arrange a repair for you.

https://support.sonymobile.com/global-en/contactUs/ 

I hope that helps!