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Xperia z3 Compact top and bottom Touch screen not responding

Learner
Message 121 of 156
1,715 Views
Message 121 of 156

Re: Xperia z3 Compact top and bottom Touch screen not responding

Here's my update. (Xperia Z5 Compact, touch screen unresponsive at the bottom)

 

Only the bottom of my touchscreen was failing, but the area got bigger. I ran the Xperia Companion repair software, and it didn't fix the problem. Now the keyboard generates random key presses from the affected area, so I may not be able to log into and use the phone at all. Before I was limping along with "Simple Control" to replace the unresponsive navigation keys.

 

The response I received from Sony was disheartening, it was a stock reply addressed to "Dear      ". They didn't even bother to delete the "Dear" or fill in the blank (I did provide my name with the inquiry). It was a stock reply that wants to start the warranty process, though I'm pretty sure my phone is out of warranty, and it didn't answer any of my questions about finding a repair location near me while I am traveling. This, on top of the phone failure, has me very unamused.

I'll provide a new update when I have one.

Sony Xperia Support
Message 122 of 156
1,707 Views
Message 122 of 156

Re: Xperia z3 Compact top and bottom Touch screen not responding

Hi @chri5tina, I am very sorry to hear about that. Slightly frowning Face

If a software repair did not help, then I am sorry to say that there is not much else that I can recommend other than having it sent to an authorized service center. I'm afraid that it would seem to be hardware related in that case, so it is best to let a professional technician perform analysis and service. Slightly frowning Face

You may ask your Local support for warranty terms, local consumer law and local service routines - I'm afraid that I can't assist with these as they vary from market to market.


Official Sony Xperia Support Staff


If you're new to our forums, make sure that you've read our Discussion guidelines.

To get in touch with your local support team, please visit our contact page.

Learner
Message 123 of 156
1,702 Views
Message 123 of 156

Re: Xperia z3 Compact top and bottom Touch screen not responding

I'm sorry to inform you @Emir, that your response is more frustrating than anything else. It seems to be copy paste and the exact same response you have given repeatedly on this thread. It doesn't touch on any of the additional details that I included in my post. Honestly, I don't think you're sorry, I think you're only obliged to say your sorry, and an obligatory unpersonalized apology, to me, is worse than saying nothing.

 

I appreciate that this is your job and that this thread has been relentlessly down, and that there probably isn't anything you can actually do for any of us, which can't feel good for you either. But a little more authenticity and personalization in your answers would go a long way for people who are upset because their devices are failing.

 

Please think about it.

Sony Xperia Support
Message 124 of 156
1,694 Views
Message 124 of 156

Re: Xperia z3 Compact top and bottom Touch screen not responding


@chri5tina wrote:

@I'm sorry to inform you @Emir, that your response is more frustrating than anything else. It seems to be copy paste and the exact same response you have given repeatedly on this thread. It doesn't touch on any of the additional details that I included in my post. Honestly, I don't think you're sorry, I think you're only obliged to say your sorry, and an obligatory unpersonalized apology, to me, is worse than saying nothing.

 

I appreciate that this is your job and that this thread has been relentlessly down, and that there probably isn't anything you can actually do for any of us, which can't feel good for you either. But a little more authenticity and personalization in your answers would go a long way for people who are upset because their devices are failing.

 

Please think about it.


I really do understand that it must be frustrating, and it may sound like I am repeating previous answers, however this is simply due to the fact that hardware related cases can only be referred to service by me - there is not much else I can say. Slightly frowning Face

I always try to provide assistance on a personal level, I will make sure to take your words to heart and make sure to improve my future replies. Please feel free to get in touch if you require further assistance from me, I will be available to do what I can for you should you need it.


Official Sony Xperia Support Staff


If you're new to our forums, make sure that you've read our Discussion guidelines.

To get in touch with your local support team, please visit our contact page.

One time poster
Message 125 of 156
1,596 Views
Message 125 of 156

Re: Xperia z3 Compact top and bottom Touch screen not responding

I guess it's clear by now, that the problem of the unresponsive touchscreen is ubiquitous. And Sony should / must know by now what causes it. However, each and every answer by Sony on this forum is completely uninformative and treats its customers as unknowing dummies. This behavior of not taking its customers with any seriosity whatsoever is making me at least extremely reluctant to ever consider Sony again.

Sony Xperia Support
Message 126 of 156
1,584 Views
Message 126 of 156

Re: Xperia z3 Compact top and bottom Touch screen not responding

Hi @TheoOlsthoorn, I really do understand your frustration and it is never fun to experience unexpected behaviour with ones device. I would love to be able to assist you further, but I am sorry to say that I can only offer troubleshooting - and if the troubleshooting mentioned does not help, then I can only refer you to an authorized service center. Slightly frowning Face Since it is hardware related at that point, it is best to let a technician examine it and repair it; I understand that it sounds very repetitive on my end, but there is not much else I can refer you to I'm afraid. Slightly frowning Face


Official Sony Xperia Support Staff


If you're new to our forums, make sure that you've read our Discussion guidelines.

To get in touch with your local support team, please visit our contact page.

Regular
Message 127 of 156
1,578 Views
Message 127 of 156

Re: Programmed obsolescence

I had replaced the z3c for this very same problem! In fact my screen had even been replaced once. The very same problem happened after some time. Even the GPS don't work well. 

I changed to zx2c hoping that sony will do better this time. It did not.

Loudspeaker became faulty. Cannot even use the phone to make or receive a call. Sending in zx2c for repair!

Sorry that i have to say these. 

Apprentice
Message 128 of 156
1,527 Views
Message 128 of 156

Re: Programmed obsolescence

Same problem happened to me, just after 4 months out of warranty support.

Same replies had from Sony Customer Service.

That's my last Sony product, I swear.

 

The service asked for $160 to change the LCD and fix the touchscreen, don't know how much it will cost the Audio Jack replacement (yeah, that's another problem I had after the warranty period, now I cannot use earphones because the SO doesn't detect that they're plugged in).
I'm totally anger with Sony ...  I spent about $ 400 only for 2 years of usage.

 

Sony Xperia Support
Message 129 of 156
1,471 Views
Message 129 of 156

Re: Programmed obsolescence

I am sorry to hear about that @Snesh88, but it would be best to raise your concerns with your Local support in this case. Slightly frowning Face Since this is a Global user based support forum, I unfortunately can not assist with local matters as warranty terms, consumer laws and warranty terms vary on a market to market basis.


Official Sony Xperia Support Staff


If you're new to our forums, make sure that you've read our Discussion guidelines.

To get in touch with your local support team, please visit our contact page.

Highlighted
Regular
Message 130 of 156
1,441 Views
Message 130 of 156

Re: Xperia z3 Compact top and bottom Touch screen not responding

Ho risolto con il problema del touchscreen non rispondente , appena 3 mesi dopo che è scaduta la garanzia ! Ho sostituito lo schermo touchscreen ,ma non ad un centro autorizzato Sony ( mi avevano chiesto € 160) , ho comprato lo schermo originale Sony su Internet al costo di 60€, ed un negozio di riparazioni di telefonia l'ha montato al costo di 5 € !! Grazie Sony , per riconoscere un difetto di questo modello di telefono e non fare nulla !!! Con 65 € ho nuovamente il telefono funzionante

I solved the problem of the non-responsive touchscreen, just 3 months after the warranty expired! I replaced the touchscreen, but not an authorized Sony center (I had asked for € 160), I bought the original Sony screen on the Internet for € 60, and a phone repair shop has mounted it at a cost of 5 € !! Thanks Sony, to recognize a defect of this phone model and do nothing !!! With € 65 I have a working phone again

GT