sony xperia E3

[Anonymous]

Hi. sorry to disturb you but couldn`t get connection on live chat with guru. on 27th march bought sony xperia e3 (it`s insured). on the botom of the screen there are 3 buttons.  come back button, home button and button to get into open tabs. 3rd button to get into open tabs doesn`t work. for last few days it was working just maybe one hour in total. spoke to guru yesterday on live chat. I was told that I need to try soft reset. did that. and the button start working for a few minutes. During all day was doing soft reset a few times and it seems to work for a few minutes after I switch off the phone and switch on again. after a few minutes there is nothing happen when pressing the button. Its a new phone, have it for like more than a month. My kids are using this phone, not sure if that is just technical problem, or mabe one of my kids dropped it (but preffer to say nothing to me )  and I should look for help with insurance. what should I do? Is there anyone who can help me, please? Anna

[MI5 · Accepted solution]

Firstly I'd suggest you contact Sony directly and ask them for advice.
If it needs a repair, Sony will do the best job.
You can also try a firmware repair with Sony PC Companion http://support.sonymobile.com/gb/xperiae3/

[jonsie]

You aren't disturbing anyone. ...forget live chat and as suggested contact Sony directly. 

[viridis]

Echo the above, sounds like an intermittent fault on the touch panel, contact Sony for a repair.

[Cleoriff]

If this is a new phone, just over a month old...surely it would still be under warranty?

If so surely Sony would swap it?....#just asking..:smileywink:

[Anonymous]

thank you. will try to contact sony company today

[jonsie]

Good luck @Anonymous and do let us know how you get on 

[viridis]

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@Cleoriff wrote:

If this is a new phone, just over a month old...surely it would still be under warranty?

If so surely Sony would swap it?....#just asking..:smileywink:

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If it was under a month O2 would have done a doorstep swap, just over a month is repair (but Sony more often than not will just swap the entire handset for a touch panel problem this early)

[jonsie]

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@viridis wrote:

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@Cleoriff wrote:

If this is a new phone, just over a month old...surely it would still be under warranty?

If so surely Sony would swap it?....#just asking..:smileywink:

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If it was under a month O2 would have done a doorstep swap, just over a month is repair (but Sony more often than not will just swap the entire handset for a touch panel problem this early)

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That was my understanding. 

[Anonymous]

Thanks for advice, it was helpful. Contacted sony adviser and got link to download PC Companion to try repair. will see how this work. was told to contact them again in case if this not resolve the problem.