[Sony Xperia XZ Questions & Answers] Xdajus85:
Hi folks

Tried in vein to get an answer on the Bluetooth metadata issue with Xperia XZ on nougat, and it was utterly pointless, if your trying to get help form Sony live chat don't bother. Still no further forward and so frustrated! Here is the transcript (sorry second half as had to restart and didn't save first half, but you get the idea):

Chat transcript

Jordan G	Fri, 03/03/17 06:55:04 pm Europe/London

Welcome to Sony Xperia Support, my name is Jordan G. I’m currently reading your question. Please provide your e-mail address and contact number for personalized support.

Justin Horsburgh	06:57:02 pm

Well what can you do?? I'm seriously considering going to another brand and telling others to avoid Sony phones. Can you please please speak to one of your bosses and give me some indication as to when the next update will be. It's within my rights as a consumer and as a warranty holder for one of your products. I have a golf mk7 2013 model can you please check compatibility for as well.

Hello???	06:58:51 pm

Jordan G	06:59:08 pm

As I have advised we don't test the compatibility

I can't advise you what products this works with just the profiles it supports.

If the other product supports the same profiles then they should work.

Justin Horsburgh	07:01:41 pm

No tell me when the next update will arrive please. Somebody within the entire Sony organisation must know, so please go and find out. I have an Xperia phone running Android software and a Vw golf, three of the most popular brands in the world! Surely there should be a way to make them communicate properly together.

Jordan G	07:02:08 pm

Sorry no we don't have a timescale for the new update otherwise I would provide you this information.

Software updates are released at different times depending on the operator, market, region or country. Therefore, we cannot give you an exact date for when a specific update will be available for your device. In addition, network operators and specific markets may choose not to avail of the updates for specific models.

Justin Horsburgh	07:03:29 pm

Well then can you please find out when Xperia XZ phones on the O2 network In the UK will next be updated? Is that specific enough for you to check?

Jordan G	07:03:48 pm

Is there anything else I can help with in the mean time?

As advised I will not be able to provide that information as we don't have it.

Justin Horsburgh	07:05:36 pm

No just help me with my current problem, as I refuse to believe that one of the very clever people in your huge organisation can't help me, can you go and find someone in a technical department who can help please. Perhaps if I send you my phone, you can test it with a car yourself and see that I'm not lying to you.

Jordan G	07:06:06 pm

I have provided you all the information I can regarding this and it's a compatibility issue that could be resolved in the future update, however I can't confirm this as we will not be testing it with the Car kits of any third party manufacturer. I have explained that we will not test it with car kits as it isn't our responsibility to ensure it works,

Justin Horsburgh	07:06:29 pm

What is the point of a warranty if the manufacturer won't help when something is wrong. The problem is with the phone, I promise you that.

It's not a car kit, It is the built in Bluetooth in my car and as I say I am not alone. So perhaps you should read the forums once in a while as this is a huge issue that Sony and Google need to investigate.	07:07:40 pm

Jordan G	07:08:00 pm

The warranty is for manufacturing defects, the device isn't facing a manufacturing defect unfortunately.

Justin Horsburgh	07:08:20 pm

Well it is, as it isn't working as advertised.

Jordan G	07:08:27 pm

It is still a bluetooth car kit and it isn't our responsibility to ensure it works.

We don't advitise that it works with third party items 100% of the time because we can't ensure that.

Advertise sorry*	07:09:09 pm

Justin Horsburgh	07:09:41 pm

The car kit is working fine trust me. The phone isn't sending the metadata to the car, other people are saying this is happening on a number of cars so it must be the phone!!!

Jordan G	07:10:10 pm

I'm not saying either of them doesn't work I'm saying that they are not compatible.

Justin Horsburgh	07:13:27 pm

So let me get this right, Sony are advising me to buy a new phone or a new car? Have I got that right, just so I can tell people thats all, and advise them against going for a Sony phone.

Is there someone higher up I can speak to?	07:14:27 pm

Jordan G	07:14:44 pm

I'm not advising either I'm confirming that if you have done a software repair and the issues are still present that the problem is a mater of compatibility. What you decide to do next is a decision you make yourself.

They will advise you the same information there is no way to change the fact it isn't working with a car kit if you have tried the software repair I apologise for any inconvenience caused.	07:15:19 pm

Justin Horsburgh	07:16:07 pm

Can I somehow get a transcript of this conversation to put on the forums, for others to see how unhelpful you have been and so they don't waste their time like I have.

Jordan G	07:16:44 pm

Press the email symbol on the screen to send the chat to yourself.

Justin Horsburgh	07:17:02 pm

And so I can tell them that in 2017 there is no answer to a simple software issue from the manufacturer.

Jordan G	07:18:34 pm

Sorry but we are in no way aware of what bluetooth grading the car kit you are speaking in regards of is using, again this also is not our responsibility to ensure this works as I have stated. However I do apologise regarding the situation present.

Please be aware that this chat will disconnect within 5 minutes if we do not hear from you.	07:22:42 pm

As I have not heard from you in a while I will be disconnecting this chat. If you require any further support feel free to reconnect or you can also call 03705 237 237. Thank you for using the Sony Xperia Chat Support, have a nice day.	07:24:50 pm

Duration: 29m 49s

E-mail from LiveChat

As you can see no help and no hope on the horizon.