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Tips & Tricks

If you want to get the max out of your Xperia phone then check out Xperia tips page.

Xperia z glass back cracked on it's own?!

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Visitor
Message 391 of 578
951 Views
Message 391 of 578

Re: Xperia z glass back cracked on it's own?!

Hi I have had exactly the same issue I bought a new sony xperia z having always been an iPhone user I stupidly decided to switch to the much hyped xperia z , I set it up and put on charge and when I took it off the screen would not respond, I couldn't see any damage so tried to look at the screen at an angle and caught a hairline crack on the glass , and that's from do dropping or pressure or trauma at all , I have sent to Sony's uk repair centre , and they only have one in kent ( surprise surprise must be because nobody comes back to the crap they make in 'premium' products 😢 ) I'm still awaiting to see what happens , if they do not repair are there any ideas as what us suffers of Sony's daylight robbery in the name of premium handsets should do ? I'm absolutely appalled that sony has not admitted there is an issue with these screens an offer free repair as well as an apology , disgusting Sony absolute disgusting from a reputable company like yours ...
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Visitor
Message 392 of 578
937 Views
Message 392 of 578

Re: Xperia z glass back cracked on it's own?!

A bit of an update to my XZ dilemma:

 

I've had a call from Harvey Norman and the guys told me that they've now got the execs. of Sony Australia involved and are in talks with them to negotiate refunds or exchanges for every defective Xperia Z sold here.

 

HN are going to give me a loan phone until the refunds are sorted out. So far they've been excellent with their help and twisting the arm of such a stubborn company. Having recently been put out of a job and having to pay numerous bills, I can't afford to be another $600 out of pocket because of a defective pocket.

 

Gonna look at a Nexus 5 when all is said and done.

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Apprentice
Message 393 of 578
923 Views
Message 393 of 578

Re: Xperia z glass back cracked on it's own?!

Sent mine back to their UK repairer SBE last last week after suffering the same problem, just spoke to them and they said it is not covered as I damaged the phone and will need to pay £200+ to get it repaired. Stated that I had just pulled it out of my pocket and there is no physical damage to the casing.

 

They are going to speak to the engineer again, but I don't hold out much hope.

 

Also spoke to Sony and they have no raised the issue with their 'Escalations Team', will again see what they say, but I think this is going to be a long drawn out battle.

 

Will never buy Sony again, premium products...... I don't think so!

 

If you are thinking of buyng this phone then, think again.

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Apprentice
Message 394 of 578
1,191 Views
Message 394 of 578

Re: Xperia z glass back cracked on it's own?!

I escalated my issue within Sony and the SBE the UK repairer, I quoted all of the blogs and the online petition and my disappointment with the phone and the service and just received the following email from SBE:-

 

'Hello,

 

In regards to the forums you have mentioned below, these are not official Sony output, just user forums, and therefore we cannot utilise these as part of the repair service offered.

 

Since this quotation was raised; a new product criteria has been passed to the repair centre from Sony, I have had a second opinion requested and your unit fit with these new policy, for it to be repair within the Sony warranty and with no fee required. I have advised the repair line and the repair will now commence within the warranty, hopefully this will be processed and return within the next 5 working days.

 

Quotes Support

SBE Ltd -Ashford'

 

Looks like something might have changed, hopefully others may get their issues sorted now

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One time poster
Message 395 of 578
1,152 Views
Message 395 of 578

Re: Xperia z glass back cracked on it's own?!

I dropped my Xperia Z from four floors above ground, it's glass back got broken front still intact. can i change the glass back?

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Learner
Message 396 of 578
2,962 Views
Message 396 of 578

Re: Xperia z glass back cracked on it's own?!

Scoops99, I've had exactly the same problem as you and others on here. I pulled my phone out my pocket at the weekend and there were two hairline cracks running diagonally down the screen rendering the top 2/3 of the screen useless.

 

I used to work for T-Mobile (now EE) and I have lots of friends who stil work there. They advised me to send the phone off for repair through the EE store and it would be repaired.

 

For good measure, I printed out the web page from the Xperia Blog that states Sony are admitting this is a warranty issue and the member of staff at the EE store included that with the repair doccumentation as well as adding a note to the repair form saying that Sony should authorise the repair.

 

All I can do now is wait. If they come back to me and say they will charge for repair, then I'll be contacting Sony directly, just like Scoops99 did. A quick internet search shows there is clearly an issue with this handset and Sony need to do the decent thing and acknowledge their mistake. I'm glad they're going to repair yours, Scoops.

 

THis whole experience is such a shame, because aside from the screen issue, the Xperia Z is by far the best phone I've ever had. This is an opportunity for Sony to have an even more loyal customer. I hope they don't waste it.

 

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Visitor
Message 397 of 578
2,909 Views
Message 397 of 578

Re: Xperia z glass back cracked on it's own?!

-- Anyone in Australia who has a defective Xperia Z PLEASE READ AND SHARE THIS POST!! --

 

A bit of backstory:

 

Bought my Xperia Z in April this year for $600 AUD from Harvey Norman. On Saturday 7th December I was at the park with my nephew and sister, took my XZ out of my pocket to find the screen had multiple hairline cracks starting from just above the power button going to the top left and bottom left of the screen. These cracks were beneath the glass. The touchscreen was completely unresponsive, turning the $600 phone into a paperweight.

 

Started looking online about this problem ("xperia z overheating cracked" on Google returned a ton of results) and found it could be from an overheating issue. Made sense, because of all the times I have dropped my XZ, it has landed on its rubberized sides and not the front or back. Furthermore, the clerk at HN agreed with me that there was no sign of force on the cracked screen so there was no way it cracked from misuse.

 

Took it back to Harvey Norman on Monday 9th December and I was told this was the fourth Xperia Z phone that had been returned with this problem and Sony didn't want to give out refunds and own up to this problem. Because of this, HN wasn't too pleased so they were really pushing for refunds and trying to twist Sony's arm.

I also had a friend contact me and said two of his workmates also had XZ's with cracked screens. 


HN called the next day to give me an update and offer a loaner phone (Nokia Lumia 520) for the meantime while they sorted out my refund. When I picked up the loaner phone on the 11th, they told me they had now gotten the Sony Australia executives involved and were in negotiations to arrange refunds.

 

I've just gotten off the phone with Harvey Norman now. It turns out they tried to contact me on Friday. They've been authorized by Sony to give a refund or replacement to a different phone. They also told me that Sony admitted there may well be a defect with the Xperia Z!

 

 

Any Australians fighting Sony over a defective Xperia Z, go to the Australian Competition and Consumer Commission (ACCC), seek their help and tell them about this admission. If the ACCC finds out about this, they could possibly twist Sony's arm and offer refunds for everyone or even a product recall.

 

Hope this helps!

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One time poster
Message 398 of 578
2,873 Views
Message 398 of 578

Re: Xperia z glass back cracked on it's own?!

Thanks, I will be escalating this issue with the ACCC this week. I have been having an interesting time dealing with Sony Mobile AU, both through their "helpline" and on Facebook. 

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Visitor
Message 399 of 578
2,622 Views
Message 399 of 578

Re: Xperia z Screen Crack Tips

so then tell me right now what cracks it then, you seem to be defending this joke of a phone. I bought the xperia z and took care of it, i got a case and a screen protector and within 2 months it broke. I was charged 240 or so to fix it and i assumed maybe it was my fault so i paid up only for the screen to crack again 2 weeks whilst I was scrolling....so tell me mate if its not the heat then what exactly cracks it then? and sony will never take responsibility, they just blame the customer even though when you go on every single forum you see hundreds of people with the same complaint.

 

The screen is not fit for the market and someone should report sony for adverstising a 'durable' phone which turns out to be so poor. Dont get me wrong the phone itself is the best phone i have ever owned but the screen is not fit for purpose and a tiny crack renders it unusable and completely unresponsive, I dont know if you work for sony but if you take respnsibility otherwise you will lose so many more customers...like me im sacking this off and buying an Iphone and im going to encourage everyone I know not to buy sonys weak phones.

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Visitor
Message 400 of 578
2,622 Views
Message 400 of 578

Re: Xperia z Screen Crack Tips

so then tell me right now what cracks it then, you seem to be defending this joke of a phone. I bought the xperia z and took care of it, i got a case and a screen protector and within 2 months it broke. I was charged 240 or so to fix it and i assumed maybe it was my fault so i paid up only for the screen to crack again 2 weeks whilst I was scrolling....so tell me mate if its not the heat then what exactly cracks it then? and sony will never take responsibility, they just blame the customer even though when you go on every single forum you see hundreds of people with the same complaint.

 

The screen is not fit for the market and someone should report sony for adverstising a 'durable' phone which turns out to be so poor. Dont get me wrong the phone itself is the best phone i have ever owned but the screen is not fit for purpose and a tiny crack renders it unusable and completely unresponsive, I dont know if you work for sony but if you take respnsibility otherwise you will lose so many more customers...like me im sacking this off and buying an Iphone and im going to encourage everyone I know not to buy sonys weak phones.