topic Re: cracked screen after 1 hour in Z Series

cracked screen after 1 hour

harls — Fri, 07 Nov 2014 02:35:16 GMT

so today i got the z3 and the phone had cracked out of nowher no drops or impact. now screen is no longer respondingt o my fingers is there any chance anyone can tell me what to do or know the exact price for a repair. thx xxxxxxxx

Re: cracked screen after 1 hour

Uliwooly — Fri, 07 Nov 2014 02:37:29 GMT

Sorry to hear that, you will have to contact your local Xperia Care

http://www.sonymobile.com/global-en/support/contact-us/

Re: cracked screen after 1 hour

harls — Fri, 07 Nov 2014 02:41:28 GMT

all good, beautiful phone dont mind paying more haha just want to play with it already

Re: cracked screen after 1 hour

Uliwooly — Fri, 07 Nov 2014 02:42:49 GMT

It is an amazing phone

repairs

harls — Mon, 17 Nov 2014 10:48:58 GMT

Sony are actually terrible screen brakes itself and been almost 2 weeks since set of for repair and i get a email today saying that they havent received the device. **bleep** is wrong with these people they get enough cash but cant do a simple job of supplying decent products or services. I have sent the proof of postage and it was signed for 2 weels ago why haven't they sent me a new phone i only had it for a hour this is ridiculous. Dont even want the phone anymore as i know its only going to crack again anyway and i know that there **bleep**e at dealing with problems.

Re: repairs

Thommo — Mon, 17 Nov 2014 10:53:34 GMT

We are a user led support forum so you need to contact Xperia care regarding matters of this nature http://support.sonymobile.com/global-en/contactUs/

Z3 Crack, $260 repair, cracked again...wow

Teahaircut — Tue, 16 Dec 2014 06:04:19 GMT

Dear Sony Support and Xperia forum visitors

I'm sure some of you have had similar experiences.

I bought a Sony Xperia Z3, a day later after minor use the phone fell off a coffee table ~35cm high on to a carpet and had a single hair line fracture down the screen, barely visible. Seemingly not a big deal, though actually made the phone completely unserviceable, not responding to touch.

I contacted both Sony and the Fonebiz repair company, after about 3 weeks of emails back and fourth requesting it be repaired / replaced under warranty, they refused and deemed a fault of my own. I reluctantly paid $260 to have it repaired and returned to me another 10 days later. I noticed the speakers had about 20% reduced max volume, almost inaudible. I am a Sony fanboy, have Sony cameras, lenses, ps4, phones, speakers, etc. So pretty frustrated at the whole customer service experience there.

I've had it another three weeks and since gotten a TPU protector case surrounding all edges and back as well as a gorilla glass screen protector. I had it resting on my slouched knee at the park and it dropped about 35cm again onto the ground and cracked, though more pronounced this time and again showing the same symptoms of a useless phone. It had a protector on it as well, how does this actually happen? Whats this thing made out of balsa wood and fine china?

Where does Sony step in and consider some form of product manufacturing standards whereby a device can handle minimal wear and tear. It's hardly a drop from 7', we are talking about a 35cm drop on to CARPET?! What a mediocre and flimsy design. I have 2 beaten up Apple phones that are cracked beyond all recognition, guess what, the device still works flawlessly. This seems to me like a responsibility avoiding cash-cow, from thousands of dropped phones and developing a hairline fracture. What is the point of a warranty, repair and replacement when as soon as something is broken Sony will not honour this policy.

Lastly, I had a Z original, had the same occurrence like a lot of you guys posting on here and had it legitimately break in my pocket through no abuse or misuse. Sony refused to honour the replacement and warranty, when after 5 emails back and fourth having to threaten an ACCC enquiry they repaired the phone. Come on now Sony, lift your game, customer service is paramount, what is a minimal 200repair to your company when you can have a customer for a lifeteam.

I felt like I should share to inform those considering this as an actual phone to purchase. Unless the thing is kept in an underground bomb shelter, it will get broken. Perhaps I got a legitimate manufacturing fault, though Sony will not recognise this.

Have a good one.

Re: cracked screen after 1 hour

FKJ — Mon, 22 Dec 2014 05:55:32 GMT

I have the same experience as you teahaircut.
Sony has a really horrible servicing for mobile handset. Anyone consider buying the z3, consider again.
Cheers

Re: cracked screen after 1 hour

dreads — Mon, 22 Dec 2014 22:49:50 GMT

I've just bought my.z3 and.I.love it so far but reading about these issues makes.me wonder weather to keep this phone or keep.my.iphone 6

Re: cracked screen after 1 hour

Plurkk — Tue, 23 Dec 2014 06:03:20 GMT

You should keep the z3. But you must take EXTREME care of this phone.

Re: cracked screen after 1 hour

stockyvillage — Tue, 23 Dec 2014 11:38:36 GMT

Dreads just google Z3 drop test
That should reassure you

Re: cracked screen after 1 hour

frustratedjoe — Tue, 23 Dec 2014 12:20:18 GMT

got a z3 dual as a birthday gift from my sister on the 16th of december 5 days earlier my actual birthday which is the 21st. i loved the phone and its specs . ive been vocal about wanting to get the z2 since summer so she surprised me with the z3 as a gift. on the evening before my birthday, i took her out for dinner and as we sat down, i laid the phone on the chair right next to me and it accidently slipped and fell to the floor. i wasnt worried because of the implied robustness of the phone as seen on the adverts. i was shocked when i picked the phone up and noticed cracks on the left bottom corner of the screen and no touch response on the display. it was unbelievable as the chair's height wasnt even close to 2 feet.i took the phone back to the shop the morning after for help and advice. the attendant said they cant do anything as it was a drop damage and the warranty doesnt cover it. so i asked it to be repaired ad how much would it cost me. i was in for a bigger shock, they would charge me 1,500 UAE dirhams (about 400 US dollars) to have the glass display changed. i felt so bad not just because of the phone but my sister has saved so much for it so she could give me the gift. i feel cheated by how robust / tough the phone was portrayed to be in SONY's marketing in the media. i would like to elevate this matter to the consumer rights authorities in the UAE. any suggestions/opinions? i also would like to hear what SONY has got to say about the issue.

Re: cracked screen after 1 hour

Lord_viridis — Tue, 23 Dec 2014 14:54:48 GMT

Dropped twice now, no damage.

Re: cracked screen after 1 hour

stockyvillage — Tue, 23 Dec 2014 15:55:08 GMT

Vindis don't forgot on the 5tj drop you have to be standing on a park bench with the phone above your head.Then and only then the screen will break

Re: cracked screen after 1 hour

Lord_viridis — Tue, 23 Dec 2014 16:06:16 GMT

Yup, solid.

Re: cracked screen after 1 hour

Bender2227 — Wed, 28 Jan 2015 01:22:28 GMT

Had mine 10 days screen broke while sitting on the counter. Sony and chorizo giving me the run around. Way to go sony

Re: cracked screen after 1 hour

Moley1985 — Wed, 28 Jan 2015 16:04:37 GMT

The glass at the back of my phone somehow cracked on my way into work this morning. It was in an empty pocket.

A quick google suggests im not alone. I havent dropped it or anthing, its just cracked by itself.

Clearly a phone that cracks by itself isnt fit for purpose and should therefore be covered by warranty and repaired. Problem is - are Sony going to just not believe me and charge me repairs? Or £20 quid just to post my phone back to me?

Its a bit of a joke really - really annoyed about this. I know for sure its not my fault, but cant be sure that Sony will believe me, and then charge me £20 for thinking im lying.

Anyone had this glass cracking issue before? Have Sony fixed it under warranty? If not how much has it set you back?

Self cracking screen

domhnall — Sat, 31 Jan 2015 17:57:00 GMT

My 8 month old Z1 was sitting in an empty pocket last weekend when it cracked all on its own. Sony advised meto send it for repair but they now say that damage caused by impact is not covered by warranty. The trouble is there was no impact, it cracked all on its own.

Has anyone managed to persuade Sony recently that the problems that BBC Watchdog investigated last year are actually real and they have a problem with their phones? For me it is cheaper to buy a new phone than to pay for Sony repair - and anyway I am fairly certain it would just break again anyway.

Interested to hear if anyone else has had any luck with this.

Re: Self cracking screen

Thommo — Sat, 31 Jan 2015 18:06:55 GMT

There are signs of impact damage compared to something cracking with no external effect however you need contact Xperia care if you are unhappy http://www.sonymobile.com/global-en/support/contact-us/

Re: cracked screen after 1 hour

domhnall — Sat, 31 Jan 2015 20:02:47 GMT

Phone was in an empty pocket I was sitting on a sofa helping my son with his homework. There was no impact, nothing hit me so no way the phone could be impacted. Xperia care say that they're not allowed to discuss it. I'm looking at either small claims action in the sheriff court or a section 75 consumer credit act claim. Even if I'm not successful I'll have tried everything (and probably cost Sony more than the phone is even worth)