[7/17 Update] Regarding unexpected power-offs, restarts, or inability to power on of Xperia 1 VII Smartphones

Dear Valued Customers,

Thank you for your continued support for Xperia products.

As we announced on July 5, 2025, regarding unexpected power-offs, restarts, or inability to power on Xperia 1 VII smartphones, our investigation has identified an inadequacy in the manufacturing process for certain units that may cause a failure of the circuit board. For details on the previous announcement, please refer to the link.

For affected units, we will provide free unit replacement from 25^th July, 2025. You can check whether your unit is eligible for replacement by confirming the IMEI number of the unit according to the instructions provided below. If your product is eligible, customers can go to Sony Customer Service Center for replacement.

 Please note that preparation for free replacement will require some time, and the actual replacement process is scheduled to start from 25^th July, 2025.

Until free replacement begins, please back up any important data and delete personal data.

If you have any other questions about the use of the product, please contact Sony Customer Service Center.

We sincerely apologize for any inconvenience caused to our customers. 

[Affected Models] 

- Xperia 1 VII

[Approach Details] 

Free unit replacement will be provided for eligible products from 25^th July, 2025

[Contact Method and Replacement Location]

If your phone is within the affected serial number range, please go to Sony Customer Service Center for replacement.

• Hong Kong Customer:

Customer Service Hotline﹕(852) 2833 5129
Service Hours: 09:00 - 18:00, Monday to Saturday (except Sun & Public Holiday)

Customer Service Centre: Unit 01, 8/F, Telecom Digital Tower, 58 Tsun Yip Street, Kwun Tong, Kowloon
Service Hours: 11:00 to 20:00 Monday to Saturday (except Public Holiday)

• Macau Customer:

Customer Service Hotline﹕Whatsapp text message (852) 9508 5839
Service Hours: 09:00 - 18:00, Monday to Saturday (except Sun & Public Holiday)

Customer Service Centre: Xperia Care Authorized Service Centre
CTM Original Store
Rua Pedro Coutinho, 25, Ed. CTM, R/C, Macau
Service Hours: 10:30 to 19:30, Monday to Sunday
 

[How to Confirm the IMEI Number] 

If the device can be powered on: 

1. Tap the phone icon. 

2. Tap the dial pad icon. 

3. Enter [*#06#] on the dial pad. 

The IMEI number (15-digit code) will be displayed.

If the device cannot be powered on: 

Please use one of the following methods to confirm the IMEI number: 

[Confirming via Packaging Box] 

The IMEI number (15-digit code) is printed on the side of the sleeve that wraps around the packaging box.

[Confirming via SIM Tray] 

*Note: If the circuit board has been replaced during past repairs, the SIM tray may not have the printed IMEI number.

Pull out the SIM tray and confirm the number (15-digit code) printed on the top row. 

[How to Confirm Replacement Eligibility] 

To check the IMEI numbers of affected units, please visit here.

Please enter the last 7 digits of IMEI number in the designated field in the webpage and click the "Check" button to check whether the product is affected. This webpage only applies to official Hong Kong products.

* This replacement service is available in Hong Kong only. Customers in Mainland China, please contact Sony China Customer Service. Overseas customers please contact the dealer you purchased from.