Update: Xperia 1 VII Smartphone Power Issues - Free Replacement Programme Announcement (August 21, 2025)

Sales resumption notice of Xperia 1 VII smartphones

Dear Valued Sony Customers,

We are pleased to announce that sales of Xperia 1 VII smartphones in eligible European markets will resume on August 25^th 2025.

On July 16^th 2025, we announced that Xperia 1 VII smartphone sales were temporarily suspended after we identified an issue that could cause unexpected power-offs, restarts, or difficulties powering on. Since then, we have taken action to resolve the situation, including:

• Immediately changing the manufacturing process to ensure future shipments are free of the identified issue
• Successfully identifying every affected smartphone and providing updates to customers via our website
• Proactively contacting customers who had purchased their phone directly from Sony

Thanks to these efforts, we are now able to safely resume sales on August 25^th 2025.

We are still offering product exchanges for the affected devices. If you are unsure whether your Xperia 1 VII is affected, and you have not yet applied for an exchange, please use the information below to check if your IMEI number is affected and to request a product exchange.

We sincerely apologise to our Xperia customers for any concern or inconvenience caused. We remain committed to continuously improving the quality of our products, striving to create devices our customers will love. We appreciate your understanding and patience.

Previous announcement

Dear Valued Sony Customers,

As previously announced, Sony has identified potential power issues with the Xperia 1 VII smartphone.

You can check the details of the original announcement at the end of this article.

Investigation conclusions

Our investigation has concluded that the manufacturing process may cause a failure of the circuit board in a small number of Xperia 1 VII smartphones, which could potentially result in power issues. The manufacturing process was changed immediately to ensure this does not happen again.

Furthermore, we have successfully identified every affected smartphone.

Replacement programme for affected Xperia 1 VII smartphones 

If your Xperia 1 VII is affected, Sony will provide a replacement programme starting from July 21^st 2025.

We invite all our Xperia 1 VII customers to follow the instructions below to:

1. Identify your phone's IMEI number.
2. Verify your IMEI number in our IMEI checker to see if it's affected.
3. Go to the indicated contact point if it's affected.

Until the replacement programme has started, please back up any important data.

We sincerely apologise for any inconvenience caused to our customers.

Original announcement

Dear Valued Sony Customers,

Thank you for your continued support and interest in Xperia products.

As published on the Japanese Xperia support website, Sony has identified potential power issues with the Xperia 1 VII smartphone:

• Unexpected power-offs
• Restarts
• Inability to power on

Sony is currently investigating the cause of these issues and is working out a solution for our affected customers. 

On the European market, we're in the process of identifying the extent of the affected stock, as this issue may only affect a select batch of Xperia 1 VII devices.

As soon as we have more details on how to support our European customers, we will provide further information and guidance on this page. In the meantime, we recommend backing up any important data. 

If you experience any of these issues, please attempt the following workarounds:

1. Press and hold the power button and the volume up button simultaneously for approximately 20 seconds (continue holding the buttons for the full duration unless the device vibrates beforehand).
2. Please make sure that your device has the latest software update installed.

• On your phone, find and select Settings → System → Software update. 

Regardless of these workarounds, if your Xperia 1 VII is exhibiting these symptoms, we invite you to get in touch with the Sony Contact Centre so we can monitor the situation and provide adequate assistance. 

Finally, we would like to apologise for this situation and the inconvenience it has caused to our loyal Xperia customers. 

We appreciate your understanding and patience while we continue to work out a solution.