topic Self-cracking back glass in XPERIA archive

Self-cracking back glass

Laust — Fri, 03 Oct 2014 09:41:57 GMT

So, another self-cracked back glass on a Z2!

Phone is brand new. Used it for some browsing, put it in my pocket, took it out shortly after again and the back glass was completely shattered. I took the phone to a repair shop (not Sony) and the technician agreed that since there was no breaking point or other indicators that the phone had been dropped, it must be an "internal thing."

But surprise! Sony disagrees.

Basically I got told by customer support that a shattered glass will be considered a user fault no matter what.

Think about that for a second: Sony sells me a faulty product. It then breaks due to poor build quality and it is my fault regardless of what documentation and examination of the unit is provided (together with all the evidence from other users experiencing the same).

I am going to contact the equivalent to the "Watchdog" show on BBC here in Denmark to hopefully have them investigating this. This is NOT how you take care of your customers.

Re: Self-cracking back glass

Henryadda210619 — Fri, 03 Oct 2014 12:18:08 GMT

Yeah I have my xperia z2 back glass shattered too but only with 1 line cracked. I havent return it to my shop for repair yet because Im waiting for another line to get crack then ill return for repair. Seriously tho Im not going to be getting another sony product again because they have the worst customer support ever and sony dont even take note of that. Next time im going to get a iphone. Apple take their customers support very seriously and I like that.

Re: Self-cracking back glass

hop3y — Fri, 03 Oct 2014 14:38:24 GMT

I've just sent mine off.

Put my phone on charge, face down overnight whilst I was asleep - woke up with two horizontal cracks on the back plate.

Gutted.

Re: Self-cracking back glass

malt1977 — Sat, 04 Oct 2014 08:33:27 GMT

The problem we have is that our Z2 is very flexy, now even just in a pocket as you sit down, bend over etc can be enough to flex it to the point of failure. It's a shame, but it's rather common on these devices. I can understand why Sony won't cover this repair, but it just means we have to be extra carful as a result.
I'm not saying you've not been carful, but short of having big loose pockets, you'll always run the risk.

Re: Self-cracking back glass

Laust — Sat, 04 Oct 2014 13:08:46 GMT

Sorry Malt1977, but I don't buy that. If I can't have my phone in my pocket (in normal jeans) without breaking it, something's wrong with the design of the phone. Period.

Re: Self-cracking back glass

malt1977 — Sun, 05 Oct 2014 17:46:10 GMT

It really is a bit of a catch 22, we can't prove that there is a fault with our phones, but then Sony can't see what use our phones have. My advice would be to push back on them again (it's worth a try) but maybe mention you'll take it further. Some people have done this with a degree of success, but ultimately, Sony have the last word.

Good luck though, and let us know how you get on.

Re: Self-cracking back glass

StonePit — Mon, 06 Oct 2014 18:02:31 GMT

Mine cracked after 4 days. I did not put it in my pocket it just cracked.

Re: Self-cracking back glass

lucas2009uk — Wed, 21 Jan 2015 10:15:59 GMT

There is a problem as i had my phone on the window sill on charge then after a a bit i picked my phone up and there was a single crack from the bottom of the phone close to the middle and goes up to the and goes over to the camara lens and stops. I have only had my phone 4 months and this is not exceptable at all you buy a phone and this happens

Re: Self-cracking back glass

Thommo — Wed, 21 Jan 2015 10:59:25 GMT

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/

Re: Self-cracking back glass

M-O — Fri, 23 Jan 2015 15:16:00 GMT

I bought a Xperia Z2 in August 2014 and had to change the back glass already 2 times due to cracks. Now it cracked again. I am living in Africa and the repairs were done locally, against payment evidently.

I have been treating the phone like a raw egg.

Very unpleasant!

How can this back glass be of such bad quality - with Sony.

I can't beleive it