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.