topic Re: Cracked Screen - absolutely speechless in XPERIA archive

Cracked Screen - absolutely speechless

MARTIN84 — Fri, 09 Jan 2015 19:08:33 GMT

Good evening everyone,

I have owned my Experia Z Ultra for several months now and I have to say, I've loved it. Having previously owned Apple iPhones and a Samsung Galaxy, I have been really impressed with my z ultra...until yesterday.

As always, I looked at my phone to read the news whilst commuting to work on the train and it remained in my pocket for the rest of the day. Fast forward to the end of the day, and I attempt to do likewise on my way home. However, I quickly realised that the touchscreen wasn't responding to my inputs. I then noticed a hairline crack extending from the top right hand side of the phone to the top left hand side and from the same point on the top right hand side to the bottom. It cannot be felt with a finger nail and is only visible in certain lights. I have categorically not dropped the phone, nor has it been subjected to any impact damage so I am at a total loss as to the cause of this fault.

I have however done some research on-line and it seems that a significant number of owners have experienced exactly the same thing. I have to say that I am extremely disappointed to find so many owners in the same situation. I have read that SONY has repaired devices under warranty providing that the phone displays no signs of abuse and that there is a single crack. I am unsure of the signficance of the single crack or whether they are merely distinguising this from devices which have screens that have effectively shattered as a result of some sort of pressure/impact.

I do intend to send the phone to SONY for inspection and will post it off tomorrow. However, the possibility that I could well be hit with an expensive repair bill through no fault of my own is far from a satisfactory outcome, as is the £20+ bill to have it returned should I choose not to have it repaired. My only hope is that my particular phone is recognised as having a defective screen.

Has SONY actually responded to this issue?

Martin

Re: Cracked Screen - absolutely speechless

Thommo — Fri, 09 Jan 2015 20:39:40 GMT

We are a user support so as you have said you need to contact Sony or return your device to the place of purchase - http://www.sonymobile.com/global-en/support/contact-us/

Re: Cracked Screen - absolutely speechless

MARTIN84 — Fri, 09 Jan 2015 20:45:53 GMT

As above, I have done this. I'm keen to hear of others' experiences, what the outcome has been and crucially, what SONY's official response to the mutlitude of cracked screens has been?

Re: Cracked Screen - absolutely speechless

Thommo — Fri, 09 Jan 2015 21:04:39 GMT

You won't get an official response here as I said we are a user led support forum - The official response is to either return your device to the place of purchase or contact Xperia care http://www.sonymobile.com/global-en/support/contact-us/

Re: Cracked Screen - absolutely speechless

MARTIN84 — Fri, 09 Jan 2015 21:14:31 GMT

No need for the link as I've done all that, hence my comment that I'm posting it off tomorrow, but thanks anyway.

Are there any knowledgable people on here who can confirm the criteria Sony uses with regard to replacing cracked screens under warranty? I read one article on-line which spoke about the single crack etc. - is there any truth in this?

Re: Cracked Screen - absolutely speechless

Thommo — Fri, 09 Jan 2015 21:25:55 GMT

This depends on or is upto the individual countrys Xperia care team and it may also depend on any damage to the device and if there is any impact zones which to a trained eye is clear to see,

The link I enclosed is part of the response we have been asked to give by Sony, I'm not employed by Sony but am sometimes in contact with them

Re: Cracked Screen - absolutely speechless

MARTIN84 — Sat, 10 Jan 2015 11:30:15 GMT

Just a 'contact us' screen?