account arrowhead-down arrowhead-up mobile-menu search sm-bold-x x-skinny-rounded x-skinny arrowhead-right social-facebook social-googleplus social-instagram social-linkedin social-pinterest social-qzone social-renren social-tencent social-twitter social-vkontakt social-weibo social-youku social-youtube

Please help us improve our website

Take our customer survey to evaluate your visit.

It should only take a few minutes to answer five quick questions. Just click the Launch survey button at the end of your visit to begin.

cancel
Showing results forΒ 
Search instead forΒ 
Did you mean:Β 
Tips & Tricks

Troubleshoot, find support articles, run tests directly on your phone with the support application.
Read more and discuss the app here.

Hairline crack on screen

One time poster
Message 1 of 4
324 Views
Message 1 of 4

Hairline crack on screen

Dear Sir,
I'm one of the customer of Sony mobile. I really appreciate most of sony products and also a loyal customer to sony. Sony being Japanese company I think, they care about their customers lot, But recently my such beliefs came to end in an unfortunate incident. I own a Xperia ZR mobile, whose screen out of the blue cracked suddenly. I use a thick flip cover to protect my mobile, even as per my knowledge phone doesn't hit anything. I was very surprised after seeing this crack. The crack can be described as hairline crack running diagonally. Because of this crack, half part of the display (located below crack) has stopped working. To find of reasons for formation of crack when I searched on the internet, I was even more shocked that, how horrible sony's customer care department is! There are lot of people complaining about similar types of problems. Ignoring cases of damaging of phone, a big number of mobile's displays were cracked automatically with similar crack formation. Though warranty of my phone has been expired, I went to sony service centre, anticipating replacement of display, but I found that, Sony doesn't care about customers any more, as they had refused to change display of mobile by taking charges. I am very disappointed at sony's treatment to customer. They had suggested me submit my phone, and purchase another phone at discounted price. I refused to do that as now I'm not sure that similar problem won't occur in newly purchased phone.
So my final request to you is please provide me
1. Plan for replacement of display of existing phone
2. If point 1 is not possible by any means, please provide me details how you had taken care of this cracking problem in new phones (Possibly Xperia Z3 Compact) while manufacturing, so that I can purchase new phone without any fear in mind. (I had completed my Masters in Materials Science From Indian Institute of Technology, Bombay, so feel free to give technical fundas)

Hoping for positive reply.

P.S.:- I still don't understand How sony is going to increase their market share in India/World by providing such type of Customer service)

3 REPLIES 3
Forum Legend
Message 2 of 4
322 Views
Message 2 of 4

Re: Hairline crack on screen

Sorry to hear this but you need to either return your device to the place of purchase or contact Xperia care http://www.sonymobile.com/global-en/support/contact-us/

For a successful technology, reality must take precedence over public relations, for Nature cannot be fooled.   Richard P. Feynman



Emperor
Message 3 of 4
312 Views
Message 3 of 4

Re: Hairline crack on screen

There's an alternative which is that DIY, it will be cheaper but will void your warranty 




"I'd rather be hated for who I am, than loved for who I am not." Kurt Cobain (1967-1994)

Highlighted
One time poster
Message 4 of 4
184 Views
Message 4 of 4

Re: Hairline crack on screen

This has just happened to my phone. I am gutted not had it a year and always been in a case. Never dropped now it doesnt work at all as the hairline crack goes through the middle. Alwats had iphones but th8s phone had a fab write up and spec but starting to wish i stayed qith the iphone πŸ˜”