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 for 
Search instead for 
Did you mean: 
Tips & Tricks

Want to know more about Xperia 5? To read more about it go here.
If you can't find the answer to your question there please post it here and let the community help you.

Z3 Compact Screen cracked

SOLVED
One time poster
Message 40 of 73
2,074 Views
Message 40 of 73

Re: Z Cracked Screen

Hello everyone,
I write from Italy and I purchased the sony z3 compact 6 months ago.
yesterday replied to a message, I placed the phone on the table, after 2 minutes I received another message, I'm going to take it and the screen was completely destroyed and I had no chance to use it!
absurd! broke alone !!!
surely it will not under warranty because it seems to have fallen but I can assure you that it has not moved from the table! also accustomed possessor apple for 6 years, I tried to contact support sony, still no response from anyone and I do not know how to do it where to take my phone to ask for explanations ... really disappointed .. I just ordered a iphone 6 .. never again with sony

Learner
Message 41 of 73
2,091 Views
Message 41 of 73

Re: Cracked screen

Chalk me into the club, which I'm just learning of.

 

Took receipt of my handset from O2 on 20/03. Treat my phones well and never had an issue with any other handset. On April 8th my phone was running hot and a hiarline fracture appeared. Screen was still functional so had to keep using it. On having to push on the hairline to type it cracked further.


Went to O2 - despite having it 2 and a half weeks they wanted £85 to fix. I am covered on independent insurance but that wasn't the point. Sent to Sony at O2's suggestion and got a quote this morning (Monday 20/04) for £108. Just spoke to customer service and now have been advised 'the engineers don't see it as a production fault so isn't covered by warantee' and indeed that infamous £21 handling fee has been thrown at me for receiving back broken - despite the initial customer service rep at Sony I spoke to on the phone mentioning no such charge.

 

Feel it's my word against Sonys and there's nothing else I can do. I escalated with the rep to get the £21 fee removed and awaiting to hear from the escalations team but honestly not hopeful for a callback. Appalled as a longtime Sony user. Will ultimately bite the bullet and cover on my own insurance but feel very disappointed.

Learner
Message 42 of 73
2,052 Views
Message 42 of 73

Re: Cracked screen

Further to the above, no call back from Customer Services as promised today.

 

I appreciate these forums aren't linked directly to support but I'm now getting frustrated to the point where I want to make very clear to prospective buyers of the Z3C that this could well be you in terms of getting a response.

 

I also wish to expressly make clear that in terms of ANY Sony member of staff kindly saying "Send us your mobile and we'll look at it for you" bear in absolute mind if it doesn't meet their criteria for Warantee then they will demand £21 for telling you 'Yes it's broke and we've no intention of repairing it without charging you £23 more than your Network Provider (02 - £85, Sony - £108) quoted you (to who recommended I go through Sonys direct repair centre route)

 

Since the Customer Service Member of staff said there is nothing to be done in terms of waiving my Repair Charge today, I just want them to make good in terms of Escalation for sending my broken mobile back to me without charge so I can claim on my own Insurance Policy and chalk it up to a very poor Sony experience. I'm rational enough to be fully aware this cracking glass without dropping etc. may well not happen to whoever is reading this, but be well aware it could and you too could have the joy of playing Customer Service tennis.

 

I will call Sony again tomorrow for an update if I do not hear from them in the meantime as I really am not going to let this go. I fully intend to be curteous to the staff member despite my frustration as I was today and will update this message board as to status / progress.

 

Thanks for listening

Tom Dolan

Learner
Message 43 of 73
1,996 Views
Message 43 of 73

Re: Cracked screen

Update today about the above since yesterday I couldn't get through twice. Once at 10am (on hold for 11 min before giving up). Once at 2pm (8 min before giving up)

 

Spoke to a lady today who said sorry I didn't get a call back from Monday and didn't know why. Advised that from my original call on Monday (20th April) it would take "3-5 business days before I could expect a response" in terms of my escalation as to whether I could have an answer as to I could get back my now month old mobile back, having had no repair work done to it at all, without paying £21.

 

Let alone actually get it back.

 

A week.

 

To get an answer to a question.

 

In terms of Process and Policy I appreciate a lot of things but...outside of much choice, I'll wait until this five day period has lapsed and see if anyone can attempt to call me and talk to me. At that point I'm going to try the Consumer Watchdog route.

 

The no mention from the original agent as to this charge, the actual rejection of warantee for the crack, getting promised callbacks and not receiving them, being at a loss as to whether I can get my handset back without paying for non exisistant repair...Cheesed off is not the word.

 

 

 

 

One time poster
Message 44 of 73
1,544 Views
Message 44 of 73

Re: Cracked screen

2015-06-26 11.06.26.jpgSame here, took my phone out of my pocket to check an email, everything was fine. Put it back in my front pocket (nothing else in it). Five minutes later, took it out again, the phone was behaving strangely, opening many applications. Look at it from the side to discover a hair line cracked! Nothing else but my pocket was in contact with the phone!

I called customer support, and when describing this, the guy said with an ironic voice: "so the screen broke miraculously?"

What the ****, this is not a miracle, and seeing how many people have the same experience, I really hope that they actually take care of this problem, as I can tell you that everybody around me will know how fragile this great phone is! 

The summum is when they assuer you that sending the phone in a simple bubbled enveloppe will be fine: I am sure an empty pocket is safer than that!

Will follow up on the response from Xperia Care, but surely if so many phones come back like this there must be a way to demonstrate it is a product fault, and not a customer fault.

One time poster
Message 45 of 73
1,351 Views
Message 45 of 73

Cracked screen

come on sony you can do better than this, my Z3C did not stay up to 2weeks before the front screen cacked. the phone is not 

up to 2 month and i have replace the screen for the 4th time.... if this should repeat it self i am done with you guys you heard...

 

 

Visitor
Message 46 of 73
1,222 Views
Message 46 of 73

Re: Cracked screen

Same for me, although I was probably very "lucky", as my touchscreen lasted, before self-cracking, 6 entire months (It's Z3, though)!!

I used it on the train to work, put it in my empty pocket, took it out once I arrived in my office 5 mins later and I've noticed this nice crack!

Now the customer support says that this is not covered by warranty and I've got a quotation of 203 euros (I'm in Germany) to get it repaired. Sure... It will last another few months, hopefully and then another 200 euros?

I've never seen such poorly designed (in terms of mateirals) phone.

As many others here: never again with Sony, and for users that are considering buying an xperia phone: stay away from it (same issues for Z1 and Z2 series). 

How long Sony will keep making the same mistakes?

Highlighted
Emperor
Message 48 of 73
1,277 Views
Message 48 of 73

Re: Z3 Compact Screen cracked

@Kayleigh-Xperia

 

I'm sorry to hear that, but you have to contact your local Xperia Care 

 

http://support.sonymobile.com/global-en/contactUs/




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

Apprentice
Message 49 of 73
1,274 Views
Message 49 of 73

Re: Z3 Compact Screen cracked

Thank you for responding. I have contacted them they cannot give any estimates unless they see the phone which I do not want to do in case it costs too much money as that would mean paying the return fee, plus another party to fix the phone itself. I wish they could give estimates at the very least.
Emperor
Message 50 of 73
7,245 Views
Message 50 of 73

Re: Z3 Compact Screen cracked

@Kayleigh-Xperia

 

I understand but they need to know if there's more to it than just the screen. keep in mind that if you get it repaired somewhere else it will void the warranty. 




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