Echo issues during phone call

[jaws225]

I've just recently sent my phone back to sony to have it repaired for an echo issue on my X compact. It only effects the person on the other end of the line getting constant complaints of they can hear themselves back as they speak. 

Anyway got the phone back yesterday and sony said the repair company changed "speaker phone component". Now I have been testing it all last night and this morning by calling various mobiles and landlines and the problem is still there!!. I'm sick of this phone now its been back twice to sony and still giving me problems!. What to guys any ideas?

[Jonas]

Hi @jaws225, very sorry to hear about this.

Is the echo for the counterpart there during the entire call or does it go away after the call has been active for a while? Since you have made a lot of calls after getting the phone back from the service centre, was the echo there for every call or was it fine in some calls?

I would recommend that you start with changing the network type in your phone and see if that helps. You can do so in Settings > More > Mobile networks > Preferred network type > GSM/2G only. Make a few calls and see if there has been any change for the counterpart. Just remember to change back to LTE/4G after you are done testing.

You can also reboot your phone in safe mode so we can make sure that a third party application isn't the cause of this, since all downloaded applications won't be loaded while the phone is in safe mode.

Let me know if that helps!

[jaws225]

Hi @Jonas ,

The Echo remains for the counterpart no matter what since the repair from Sony , I have tested everything possible including switching from 4G to GSM only and tested in safe mode calling mobiles and landlines echo issue is there and very loud it seems like your having a conversation with yourself. I have put the sim into an old Z1 compact and very old "non smartphone" and everything works perfect.

I have talked with my provider and they have done all revelant checks ie. Service in my area and service on the celluar masts which all came back from them as no problems. They have sent me a fresh sim to use but I haven't done that yet as phone went back to Sony for the last time if it comes back again with the same problem its scrap as warranty is useless , I battled with a Sony agent who gave the same generic responces of "this is the process" no out of the box thinking to help a customer. I wanted them to replace the device with a brand new handset its not even a year old yet but very unlikely that will happen , so just waiting to see what happens when I get it back if no good then bye bye Sony.

[Jonas]

Hi again!

I understand your frustration, I really do.

It's never fun to send your phone for repairs and when you get it back something else isn't working as it should, that is not how it is supposed to be.

In this case since you have already done all the troubleshooting that you can with the operator, please get in touch with your Local support team again so they can arrange a repair for you so the phone can be examined once more at an authorized service centre.

I'm afraid that I won't be able to assist you with this or your previous repair case since all repairs are handled at a local level by your local support team which from what I understand you are already in contact with.

I hope everything works out for you and please let me know if there is anything else.

[jaws225]

Hello , 

Thank you very much for your professional responce much better on here then dealing with the "Agents" on the phone or live chat , since my last post I have received my phone back from repair for the third time! the issue has still not been solved its better but there is still an echo but on my end this time. 

Plus the technicans again haven't fitted the battery cover properly during opening they must have bent back the very fine plastic trim which allows the cover to sit down flush but I was able to completely remove the back cover and examine and find the reason why the cover won't sit down properly. 

I have since installed a new cover myself which is now perfect but I'm afaird I've got no hope with this device or Sony any longer and will be sending the phone for recycling after not even 7months use. 

All the reviews regarding Sony aftercare are correct they are totally incompetent once they have your money everything doesn't really matter , I'm talking about my own experience others may have add a better service. I am extremely techy and usually conduct repairs myself but as phone was under warranty I left it. But it shows on a large commercial volume there is no attention to detail and care for customers products which can cost £££'s.

Thank you kindly for your input and support in this matter and your professional approach to your responces. 

[Jonas]

Hello again and I'm very sorry to hear about the experience you have had with the authorized service centre.

I really do wish there was something I could do on my end to assist you but since I work globally and all service cases are handled at a local level staying in touch with your Local support team is the best advice I can give you.

Have you received any further instructions from them (if you have contacted them after getting the device back)? If you have, I would recommend following them.

Keep me posted and once again I'm very sorry about this.

[jaws225]

Hello Jonas , 

The phone is gone I sold it , didn't have any more patience to deal with incompetent agents and extremely poor workmanship. 

I consider this matter now closed as I do not have the phone any longer. 

Thank you very much for your professionalism other Sony agents should learn how to treat customers like yourself. 

Thanks again.

[Jonas]

I see.

I'm really sorry that it had come to this and I really do hope that you will regain your trust for Sony in the future. I will make sure to forward all this information internally.

[axhng]

I've been having the same issue too. though I don't use voice call that often, it's annoying when I can't even have a conversation properly. The other party can hear just fine using other apps though, like whatsapp calling/voice message for example, and the mic records just fine in the service test. just usual phone calls that has this echo, issue. In my case, most callers just give up and hand up. I'll try other dialers and see how it goes.

[Jonas]

Hi @axhng, sorry to hear about this.

Was there any change with another dialer application? If you experienced the same behaviour with another dialer, try changing the preferred network type in your phone to GSM/2G only and make a few phone calls and see if the counterpart still experience an echo.

To change the preferred network type, go to Settings > More > Mobile networks > Preferred network type > GSM/2G Only.

If you have another SIM card, preferably from another operator, try using that in your phone and see if you notice any difference as well.

Let me know how it went!