I recently purchased a pair of Sony XM5 headphones for just over £200. After receiving them, I set them up and stored them in the provided case. The next time I went to use them, the zip on the case had broken and split.
I contacted Sony customer support straight away to request a replacement case, as the issue occurred almost immediately. Unfortunately, my request was declined on the basis that the case appeared “damaged.” I explained that the damage was due to the zip failure itself, rather than any misuse, but this was not taken into consideration.
This has left me disappointed with the level of support provided, particularly given how quickly the issue arose after purchase. It has also affected my confidence in purchasing Sony products in the future, as I would expect a more straightforward resolution in situations like this.
I would appreciate it if this matter could be reviewed again, as I am simply seeking a fair outcome for what appears to be a faulty accessory.
