wh-1000xm3 - Sony refuses to pay for the repair of rusty screws

[edumedei]

At 16-April 2021 I sent my wh-1000xm3 headphones  for reparation in ST Estrela repair services in Lisbon. They got a ver high noise after they were 

https://www.youtube.com/watch?v=HERrpV8DueY

They are within the guarantee period. The reparation report states that I should pay for the repair (138,22€) because, according to ST Estrela this noise is caused by humidity leading to the rust of the screws. I contested this conclusion because there are overwhelming evidence that this is a recurring problem with this model. So, I contacted the Sony assistance right after I received the report. Mr. Rui Oliveira, representing Sony assistance, just told me 29-04-2021), that the humidity problem comes from my ears, and disregarded all the evidence I sent Sony services with many pictures showing that the rust of the product screws is common in this model, and that I only used this product in airports and planes. I will not pay for the reparation of this product because it is not my responsibility that Sony uses screws that rust and ear cushions which allow the entrance of humidity.     

I want a response from a sony representant on this issue because, the way I see it, Mr. Rui Oliveira is makink this a personal case and is not acting as a professional by only looking at evidence.   

[Bat_Rick]

Hi edumedei,

Do you have the engineers report? maybe i can help with this.

Bat_Rick

[edumedei]

Dear 

Bat_Rick  

Novo  Many thanks for the help. The problem was solved with a new report. I did not pay anything so I removed the video and closed the subject.

[Joe_Dohn]

Great to hear your issue was solved!

It'd be really helpful if you share the issue and the solution implemented by the engineers and also mark the thread as solved so others can benefit ^^

- JD