UK Sony Xperia Z updates for unbranded phones.

[lostinmusic72]

Could somebody from Sony please explain why thousands of us are now 3 updates behind now regarding firmware updates? 

We are still on 434!

How do we get Sonys attention on this?

[vallkyre]

hello sony , how r u , i hope u are fine and well , can u let me know if ur giving me next update next year ? or maybe 2015 so i can wait without looking at this fourm or connecting to pc campanion or xda

thanks and gl for not replying

[andyactive]

I sent sony a email detailing the horrible situation we are in and recieved this reply:

"Thank you for contacting the Sony Xperia support centre.

Im sorry to hear your issues on the matter of software updates, Im also sorry that you believe we are giving you copy and paste replies but this only down to the fact that we cant promise any dates on software updates we can only tell you when the rolling out process has begun and whats the latest updates for each handset. I apologise you havent recieved the updates yet all we can advise is to keep checking using PC companion for available updates."

They apoligise for issuing copy and paste replies and then give me a copy and paste reply!

WOOOOOOOOOOW

[bret]

Sony has obviously had some kind of meltdown.  Their UK support is a complete nightmare.  They must be very far removed from their Japanese mothership because I can't imagine this kind of stuff happening there.  Broken promises, no (real) answers, no support.  I can only suggest to everyone disgruntled by Sony's lack of shame to offload their bricks onto unsuspecting punters on eBay.

[Zunido]

I'll share my frustrating experience with Sony support:

My question:

"I bought my unlocked phone on launch (via expansys - it is a UK phone). I noticed that there have been firmware updates for almost all European Xperia Z, except the unbranded UK. What can I do to get my phone updated?

Best regards,

André Zunido"

Support's answer:

"Dear Zunido,

Thank you for contact the Sony Xperia Customer Services.

Regarding your inquiry number 1-727104142, we inform you that you can do the performance of your software whit two programs, PC Companion and Update service. Unless yuo can do it with the Portuguese version you will do it with the English one (cause your mobile is English). You can find them in nexts links:

www.sonymobile.com/gb/tools/pc-companion/

...

If you have any other problem we recomend you contact wiht sonymobile Uk:"

Really!?

[PieAreSquare]

I got the unbranded pre-paid version so that I don't have bloatware from Sim provider and the updates are regular, again Sony has just screwed so many users, many people have this version of the phone as virgin media, O2 and talk mobile and so on distribute the unbranded handset to the best of my knowledge, most people don't know or care about updates so they've not speak up, why do this, if they would attests let me update this when there is no Sim in it, it would be nice if they at least said how long it is delayed for us, well next gen consoles are coming and Sony make their money mainly from game sales on they system so if their support sucks this bad then I will boycott and go back to pc, buy a Samsung or HTC for my next phone and so on, at least something I know will be supported by the producer

[sykogaz]

The Iranians now have the latest.. Ain't they lucky

[t8193770]

I have heard that the operators have wanted to be able to release their updates before the unbranded phones and have bullied pressurised the manufacturers to be able to do this, whether this is true I don't know. If it is then this is unacceptable, after a release of software by Google the manufactured adds their extras and after that the operator, so updates should always be released to unbranded phones before the operators.

I also have an Xperia tablet S which is still on 4.1.1 and I don't expect to get an update on that, that tablet should never have been released as it is totally unfit for purpose with its wifi and battery issues.

I have always had several Sony products (TV, PS3, two notebooks, camcorder, tablet and phone at the moment) but I feel Sony have deterioriated badly and this is the straw that has broken the camels back. I will never buy another Sony product

[andyactive]

Another lovely chat session:

I suggest that everyone pressure their chat service: http://www.sonymobile.com/gb/support/contact-us/

Really, the update for me is not that important but it is the principle of not being treated like a second class owner because we opted to buy it outright rather than through creditors.

Chat Transcript

Please wait while we find an agent to assist you...

You are currently in position number 1 in the queue.

You have now been connected to an agent.

Luke:  Hi ****, thank you for contacting Sony Xperia UK Chat Support. My name is Luke, please could I take your full name and email address?

Me:  ******

Luke:  Thank you for providing me with this information, Please could you confirm which model of phone you have and which network it is on?

Me:  Were you the person I spoke to previously

Me:  ?

Me:  Its unlocked

Luke:  I am not sure, it may have been.

Luke:  How can I help?

Me:  It is regarding the ongoing fiasco that has come about from a lack of software support on unbranded uk xperia devices

Luke:  Have you not received an update for your handset?

Me:  I and other UK unbranded xperia Z devices have not received the last 3 updates

Luke:  I am sorry to hear that.

Luke:  We can confirm that these are currently being rolled out and we do not have any dates in regards to when these will be available for your handset.

Me:  So the april update is still being rolled out?

Me:  despite the latest update being released in june.

Luke:  This is correct. There are many handsets out there and they can't release software for them all in one day this dose have to be gradually rolled out.

Me:  All the network locked devices have the latest update. The unlocked devices have had zero support

Luke:  I do apologise for any inconvenience caused by this, I will pass this information on in regards to this.

Me:  I was told this previously but nothing resulted.

Me:  This list details the latest update for each region: http://forum.xda-developers.com/showthread.php?t=2315914

Luke:  This is something we will have to look at but this is being rolled out for this handset.

Me:  The UK unlocked devices are the only devices stuck on release date software

Luke:  I do apologise you have not received his and also for any inconvenience caused by this, I can pass these details on for you.

Me:  Unfortunately the update(s) will most likely never come.

Luke:  These updates will be coming for this handset.

Me:  I seriously doubt that. We have been getting told this for the past 4 months and since then, 3 new updates have come and never been received. The rest of the world, such a india and Thailand and the middle east are up to date, yet only the UK unbranded are not.

Me:  UK network locked devices are fully upto date oddly enough

Luke:  As stated before this is being rolled out as we speak I do apologise you have not received this as of yet but if you wit this will notify you when it available for your handset.

Me:  If the update is not received within by the end of august, I shall expect a full refund for the lack of support

Luke:  This would have to be via your point of sale as Sony would be unable to refund you for this handset.

Me:  Sony promised 4.2 "shortly after release"

Me:  It is misleading marketing.

Luke:  This is being released as we speak it may just take a bit of time to get to your handset.

Luke:  I hope the information I have given answers your query. Is there anything else I can help you with?

Me:  Unfortunately there is nothing else you can help me with. Your answers have failed to realise the extent of the issue. It does not explain why Nearly everyother device is fully up to date. Yet UK generic devices have been neglected and promised updates that have never been received. There is no reason for UK devices to be 3 updates behind those of iran. I suggest you forward this link to your superiors so that they realise the extent of the poor service and customer communication skills: http://talk.sonymobile.com/thread/142470?start=0&tstart=0

Luke:  I will pass on this information regards to this, and I do apologise for any inconvenience caused by this *****.

[PieAreSquare]

This is what I emailed the xperia support guys:
"Xperia Z update for my phone,

Why have you cut or drastically delayed updates for the unbranded UK xperia z handsets, I bout this phone so that I did not need to root it to have up to date software and yet you've completely disregarded so many of your customers, this is the second xperia handset I have owned which did not get support from you after launch, if this is common practice then I will simply boycott all future Sony products as no updates means out dated products sooner in the products life cycle, this will include me boycotting the ps4, prior to this I had planned on buying one to keep in contact with friends but I have no issue with returning to pc instead of supporting a horrible anti consumer company, if you have no date for me do not copy and paste the generic ''please check pc companion for any updates'' this is insulting and a pathetic way to treat a customer to insult ones intelligence and to suggest I have nothing better to do with my life than continuously check for updates, if you have no answer the a simple admission and a reasonable apology is better than the insults I've seen Sony support reply to other customers with, if a time isn't known then can you at minimum inform me on why the update is delayed for the unbranded model of the xperia Z Thank you for your time"

this was their reply:

"Dear [my name], Thank you for contacting the Sony Xperia support centre. We are sorry to hear about your issues with receiving certain software updates for your Sony Xperia Z all we confirm is that the roll out of the Android software updates has begun globally. This is a gradual roll out which means some handsets in each region may receive the update at different times. We do not have any exact dates as to when each handset in each region will be receiving this. All information we have regarding when the roll out for each specific handset is expected to begin can be found on our Product Blog. We would recommend that you regularly connect your handset to PC Companion to ensure you are notified when the update reaches your handset. To carry out the update you will need internet access and a USB cable. It may be the case that user data is lost during this upgrade. We therefore recommend backing up any data to your SIM card, Memory Stick, or PC before upgrading. Please follow the steps below to download and install the PC Companion software: 1. Go to www.sonymobile.com 2. Select Support 3. Choose your handset from the drop down list 4. Select "View All Software Updates" 5. Download for PC 6. Check the requirements and then "Download PC Companion" Once you have installed the Sony PC Companion you will need to launch it. Once it opens connect your phone to your PC in Media Transfer mode or mount the device and then go into Support Zone > Phone Software Update. If you then follow the instructions that you will see on screen, the update should then begin. For the latest news, information and product support please visit www.sonymobile.com. If you require any further assistance then please do not hesitate to contact us again. Please use the below link for all our contact information. http://www.sonymobile.com/gb/support/contact-us/ Please be aware that should you not respond within 5 days of this email your query will be automatically closed. Any further communications will not reach our support and a new query will need to be raised. Kind Regards, [some guys name] Sony Xperia UK Customer Services"

no reply would have been better than this automated bs

[PieAreSquare]

I'd recommend posting this thread to sony mobile facebook, twitter and so on, maybe some bad publicity would change their minds or at least make them honest about why the updates are so delayed,