Sony WF-1000XM4: Disappointment Beyond the Battery Drain
My Sony WF-1000XM4 earbuds were once a premium experience for my ears. But that changed, thanks to a rapidly-draining battery in the right earbud and, even more disappointingly, Sony's customer service response.
For two months, I've watched the right earbud's life dwindle faster than a politician's promise. I scoured the internet, tried a bunch of resets, and even consulted the community of Sony WF-1000XM4 users, only to find a chorus of fellow sufferers. Clearly, this wasn't an isolated case of rapidly-draining battery in the right earbud.
So, I reached out to Sony, hoping for a resolution that befitted both the earbuds' premium product positioning and their usual reputation for quality. My initial customer support inquiry response was…since you already performed the correct steps , we could still have this unit repaired however, we need to check if this is still within the 12-months eBay warranty policy. On sending the receipt I was met with a curt reminder of the expired warranty…I regret to inform you that it has already exceeded the 12-months warranty repair for this. I'm afraid I can't do anything at this point. However, I can request for a repair but charges will apply and will also depend on your location. Technically I exceeded the warranty by a mere five days past the purchase date, three days if you go by the date of sent and in-warranty if you go by the date of delivery. This, despite acknowledging the widespread nature of the issue.
A follow-up message pleading for a goodwill repair or replacement, highlighting my loyalty and the glaring proximity to the warranty's end, was met with... radio silence. Not even a courtesy "we're looking into it" or a robotic "your case has been escalated." Just deafening silence, amplifying the sense of disappointment simmering in my eardrums.
Sony, what about a five-day grace period for a premium product with a known issue? Not a repair offer but with charges applied? And then radio silence after a plea for understanding? This is falling woefully short of my expectations, and frankly, it's beneath your brand.
My enjoyment of my WF-1000XM4 has morphed into a cautionary tale. Buyers beware: the warranty clock ticks fast, even before you hit play, and goodwill appears to be a feature Sony conveniently forgot to include.
This isn't just about a dead earbud, Sony. It's about a dead end in communication and a customer left feeling unheard and undervalued. Your silence speaks volumes, and it's deafeningly disappointing.
Rating: 1 out of 5 stars (and that one star is solely for the memories of the earbuds' former glory)
P.S. Sony, the ball's in your court. If you're listening, perhaps you can turn this worse than expected experience into a redemption story. The choice is yours?Read full review
Verified purchase: Yes | Condition: Refurbished
