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2012-01-23 03:24 AM
Yep, the same issue here. I am extremely careful with my phone, never carry it in a pocket, just in hard leather case and the same crack appeared a couple days ago. Now it's even on the bottom of the sensor.
Today I rang SE and they advised me to call authorised repair centre where I was told straight away that it is not a warranty issue and if I want to bring it in for repair they will charge me A$38.50 which will come off my bill if it is repairable. I pointed out that manufacturing defects are a warranty issue to which I was told to call SE again to open a dispute with them. When I called SE I was told that I have to take it to the authorized repair centre to have it assessed otherwise they can't open a dispute. I pointed out that I would have to travel in excess of 250km to have them have a look at it and then pay them A$38.50 just to open a dispute after already being told by the centre that it is NOT a warranty issue. Obviously cracks are very common since from few word description over the phone the repair centre can tell whether it'll be covered or not. This is a very poor customer service and goes to show how much is SE willing to back up their product.
I bought the first Xperia ( X1 ) and stuck with SE all the way through. I've had issues with wi-fi, screen flickers, launcher, on the Arc which is the best looking phone and would be perfect if the few software issues were solved but even the casing is crap and SE customer service is absolutely appalling. This is the last SE phone I have purchased and in the future I shall discourage others to buy any Sony Ericsson or Sony products.
So in conclusion: SE, bite me!
2012-01-23 10:37 AM
All you need to do is take (or send) it to the official SE repairer and let them assess it. Only after an assesment can you determine your next step. You should get it fixed in any event because it will get worse, especially if you accidently drop your phone (see my earlier post). It will cost around A$125-175 to get it fixed. If it is rejected (warranty) then you go to the next step. I'm a lawyer, specialising in Consumer Law...I can help you on this forum if you need it.
This is a really simple legal case because SE phones are marketed (like any new piece of technology) as glossy, smart, perfect pieces of electronic equipment; the look/style of their products are just as or perhaps more important than the actual functionality. If SE tried to argue that the product is still functional and therefore not covered by warranty...they would be laughed out of every court in the land, and then made to pay damages plus costs.
2012-02-08 10:58 AM
I bought my Arc in July, 2011 and after a few months of very careful use, 3 cracks developed on the housing (one above the sensor on the top and 2 on the left side of the screen). I got in touch with the customer service who after 1 month of negotiations replaced the entire housing. I was completely satisfied but a few days ago I noticed another crack on the same left hand side. Can SONY ERICSSON please provide a phone which has a decent level of build quality and which doesnt break inspite of keeping it extremely carefully inside the hard pouch all the time.