topic Re: Z Ultra Screen so fragile in XPERIA archive

Z Ultra Screen so fragile

Alexist1 — Thu, 12 Sep 2013 06:49:28 GMT

Why my Xperia Z Ultra glass is not as tough as said? It didn't have to get fall or hit it with hammer to make it crack.
This is happened just 2 weeks after I bought my Z Ultra.

When I come home, I put my ultra in my pocket, then I sit in motorcycle. When I arrived at home, I check my Ultra and then suddenly I found it get cracked in screen. I found not even single scratch in casing, but the screen got crack. The crack is so thin that I couldn't feel the crack with my hand. And the worst is, the touchscreen suddenly not working!

So, my warning to all Z Ultra owner, do not ever put your ultra in your pants pocket.

Ask Xperia Care: Can I claim my warranty?

Re: Z Ultra Screen so fragile

Uliwooly — Thu, 12 Sep 2013 07:03:17 GMT

Either something hit the screen while ridding your bike which could crack it, or there was a lot of pressure in your pocket.

http://www.sonymobile.com/global-en/support/contact-us/

you will have to contact Sony directly, but I doubt this is covered

Re: Z Ultra Screen so fragile

Alexist1 — Thu, 12 Sep 2013 08:10:24 GMT

no one hit my z ultra since I couldn't feel hit mark on the screen with my hand. So we can say that the crack come from inside the screen.

It might be the gadget get pressure when I sit at motorcycle, but the pressure surely not so hard since I just usually sitting. For a gadget claimed to be "shattered proof", this incident make it like a bluff... And if I can still use my touchscreen, maybe I can ignore it for awhile... But I just couldn't use the touchscreen at all....

Re: Z Ultra Screen so fragile

Alexist1 — Thu, 12 Sep 2013 08:13:38 GMT

Btw I had contacted Sony via http://www.sonymobile.com/global-en/support/contact-us/
few days ago but no response yet...

Just remind other Z Ultra owner, the screen is not so tough

Re: Z Ultra Screen so fragile

Uliwooly — Thu, 12 Sep 2013 08:21:34 GMT

The Xperia Z Ultra or any other Xperia (so far) hasn't claimed such thing, it has an antishatter film

http://www.sonymobile.com/us/products/phones/xperia-z-ultra/

The only waterproof Full HD smartphone**

Waterproof**, dust resistant and with tough tempered glass coated with an anti-shatter film, this Android smartphone is much tougher than it looks.

Re: Z Ultra Screen so fragile

Alexist1 — Thu, 12 Sep 2013 09:03:08 GMT

well, Z Ultra just launched less than a month right?
So maybe my phone is the first incident...
But I found many cases with Xperia Z in this forum. Maybe it is related incident?

http://talk.sonymobile.com/t5/Xperia-Z-ZL-ZR/Xperia-z-glass-back-cracked-on-it-s-own/m-p/321743#U321743

Re: Z Ultra Screen so fragile

Uliwooly — Thu, 12 Sep 2013 09:04:54 GMT

Yeah there are users who cracked their screen, I have an Xperia Z and I have not cracked my screen or the back pannel even if I've put through quite a lot my phone.

Re: Z Ultra Screen so fragile

Alexist1 — Thu, 12 Sep 2013 09:06:16 GMT

I wonder if they claim it is to be "coated with an anti-shatter film" can I claim the warranty, because my glass screen is defect not like what they are claimed?

Re: Z Ultra Screen so fragile

Alexist1 — Thu, 12 Sep 2013 09:08:46 GMT

"Yeah there are users who cracked their screen, I have an Xperia Z and I have not cracked my screen or the back pannel even if I've put through quite a lot my phone. "

Would that mean that user got defective screens unlike yours? So warranty?

Re: Z Ultra Screen so fragile

Uliwooly — Thu, 12 Sep 2013 16:32:33 GMT

You have to talk to your local Sony repair center

Re: Z Ultra Screen so fragile

Vinayhiranandan — Fri, 13 Sep 2013 18:59:38 GMT

Today the same thing happened with me also..

Put my xperia z ultra in my pocket and when i took it out there were cracks on the screen...

Is the screen so delicate that we cannot put the phone in our pants pocket..

Re: Z Ultra Screen so fragile

Vinayhiranandan — Fri, 13 Sep 2013 19:02:00 GMT

Alexist...did you get the replacement for your phone?

Re: Z Ultra Screen so fragile

Avral — Wed, 18 Sep 2013 15:09:06 GMT

This is the request to sony senior personel even my sony z ultra got cracked itself no scratches on the screen guard and I was carrying the phone in my hand there is some problem in manufacturing please accept the fact and reimburse ourselves it is not one case within 1 month of the launch many same complaints have been lodged but sony is not ready to listen

Re: Z Ultra Screen so fragile

Alexiest — Mon, 23 Sep 2013 08:35:00 GMT

My phone is still at the local service. Several times I asked but they couldn't tell me when I can get my phone replaced or at least repaired. The front line staff at local xperia care service center says that I possibly can't claim warranty and the predicted fee is about IDR4400000 which is around $440... Which is more than half of the price of Z Ultra T_T I still wait for Sony decision about this is issued, I still really hope I can claim warranty and get my phone replaced. But at least I want my phone coming back normal again as soon as possible, with or without service fee...

Sony staff, please bring us some good news. Thank you so much.

nb: You should consider reviewing performance of your Xperia Care staffs in Indonesia. Their response is so slow. Sometimes my message get replied in more than 2 days. Sometimes they turn off their phone. Sometimes they let my call without answering.

Re: Z Ultra Screen so fragile

Alexiest — Thu, 26 Sep 2013 09:06:48 GMT

WOW, no reply from Sony side yet What a NICE SERVICE....
@ Vinayhiranandani and Avral . How are your Ultra? Did you get your phone replaced? Or Have you got it fixed yet? Did you get your warranty claimed?

Re: Z Ultra Screen so fragile

Johan — Thu, 26 Sep 2013 09:24:03 GMT

I'm sorry to hear this and if any of you have cracked your screens and suspect that this is not due to any external damage made by yourselves I suggest that you contact your local support team to have your phone examined at a repair center. A repair technician can check if the broken screen is due to any manufacturing defects or external force.

http://www.sonymobile.com/global-en/support/contact-us/contact-info/

Re: Z Ultra Screen so fragile

Alexiest — Mon, 30 Sep 2013 01:23:46 GMT

wow, thanks for your great suggestion. Of course I had brought my phone to local service, if only you take some attention to what I said in this thread, you will know it... The problem is it is almost a month and I havent got any certainty about my Z Ultra. I've got question, how long is it usually for Sony to give solution about this kind of problem, is a month still in Sony standard level of service?

And for cracked glass with unharmed LCD screen, why does the touchscreen function of my z ultra not working at all?

Re: Z Ultra Screen so fragile

Avral — Wed, 02 Oct 2013 07:20:16 GMT

Thnx that some one from sony showed some corncern regarding the issue but I must say that sony is not at all taking there customers seriously .I have already had a word with customer executives and sony service station but they are not at all bothered and they claim that the screen has a physical damage whereas it is a utter non sense sony z ultra has a manufacturing defect kindly take a action and help us out

Re: Z Ultra Screen so fragile

Alexiest — Wed, 09 Oct 2013 05:40:09 GMT

it is already more than a month and I haven't had any clear news about condition of my phone at local service yet...

Mr. Johan, what Service Level Agreement Sony has about services of Xperia Local Service?

How long is the maximum time of service it takes to repair / replace an Xperia phone?
What Sony give to the customer if local service exceeding that maximum time?

What kind of punishment will you give to the local service who didnt give decent service?

If Sony professional and care about its customers, Sony must have some kind of this SLA. If not, wow, that's great news...

Need reply ASAP

Re: Z Ultra Screen so fragile

preets_1200 — Thu, 10 Oct 2013 08:31:09 GMT

Same thing happened to me also, at service centre they are saying to pay half the price of Maximum retail price quoted and get it replaced.

But I would like to ask Sony that they have now come up with accidental warranty of 6 months with the phones sold after 15 September, 2013. What about the customers before that? Are they not liable for this warranty or made a mistake trusting the company and buying this phone early?

I have already made numerous complaints, numerous calls and emails but of no use. Please someone responsible answer the questions. Job no. W113092002364.

My phone has been in service centre since 16th September now and still no reply or news from anyone. I am sick and tired of all this.

PLease someone please look into the matter, we have more work to do also other than running pillar to post for these problems.