new IMEI but registered to a different owner

[RyeliLiyan]

Hi,

   Last July 23, 2015 I purchased a Sony Experia C4 with an extended warranty of One Year. The unit had several issues that is why it’s been in and out from the service center. The first issue was back in 2015 few months after I purchased the unit, the main problem of the unit was its touch screen (Ghost Touch). The service center resolved the issue by replacing the touch screen panel. Second problem, existed back in August 15, 2016, another touch screen malfunction again (Ghost Touch Issue).  In order to resolve this issue, they need to replace the MAIN BOARD with a new one.So base on their report and what they told me they already replaced my unit with a BRAND NEW BOARD, On May 2017, I experienced the same problem with my unit, for the third time it’s a Touch Screen Malfunction again (Ghost Touch), the screen of the unit has a dead pixel and bad battery performance.

The proper procedure for the repair of the unit is to secure first a MOBILE PHONE CERTIFICATION from the mobile store where I purchased my unit. In order for the said store to issue a Mobile Phone Certification, they need to check the IMEI of the unit. I gave them my unit for them to check the IMEI and the warranty of the unit. To my surprise, They told me that my unit is already OUT OF WARRANTY. I told them that I purchased an EXTENDED WARRANTY FROM AIG, They told me that they can’t find any Extended Warranty on the IMEI of the unit I handed to them. They check the details on the IMEI they got from my unit, it was under the name of another person and that’s the main reason why they can’t find my extended warranty.

i have a hint that they replaced my BOARD with a refurbished one since the IMEI is registered to a different owner or cound be that they replaced my unit with another unit, the problem is they already charged my insurance for a BRAND NEW BOARD, any advice will help  me a lot for thei possible fraud from the service center, thanks

[Emir1]

Hi @RyeliLiyan, I'm sorry to hear about that.

In this case it would be best to get in touch with your Local support in order to see what applies for your local market. In Sweden where I operate, it seems to differ a lot in routines and warranty terms as you get a 2 year warranty from date of purchase here, and in case the motherboard is changed the original date of purchase is still used to calculate remaining warranty.

Since it seems to differ between our markets, I am sorry to say that I can only refer you to the local support in order to be assisted.

[RyeliLiyan]

Hi Emir, Thank for your response, i dont have any issue with my insurance policy etc. what bothers me is how come the IMEI or motherboard that has been installed in my unit is registered to a different owner?seemd like they replaced my motherboard with a refurbished one since its registered to a different owner

[Emir1]

Yes, I understand that the refurbished part was your concern, but as I mentioned it would be best raised with your local support to see what applies for your specific market.

Some markets may allow refurbished non-defective parts to be reused, while others may not. I can't answer for what applies in your specific market as I am situated in Sweden, so the best would be to raise this with your Local support.