Cracked screen

[KJason]

I wish to raise a complaint about the quality of the LCD on the Sony Xperia Z2. I had first purchased the Sony Xperia Z2 in the month of ....... and within 2 weeks of having the phone it went dead for no reason and would not power on at all. This phone was replaced but only after a month of going back and forth between the service center and the Sony Center shop where I purchased the phone and at least 12-15 phone calls. The replaced phone has worked fine till now and less than 3 months later I find that there is a crack on the screen. I had placed the phone on my desk before going to sleep after setting the alarm. When i woke up in the morning there was a crack. The phone has not been dropped nor were there any objects placed on the phone and has been in the Sony provided protective casing.

The service center refuses to believe me and blames me for breaking the screen and is saying that I should pay to get it replaced. When a product is under its warranty and is defective I do not believe that I should be paying for the same. I wish to raise a formal complaint about the same

and insist that the replacement be done at no cost to myself since this is the second incident of failure due to poor quality on two different Z2's that I have recieved from Sony.

I am attaching below several links which show that there have been multiple such instances reported about the Z series of phones and in the UK Sony has acknowledged that there are some defective screens on the Sony Z

Your own Sony forums as well have multiple such complaints.

/t5/Xperia-Z2/Cracked-Glass-Back-fixed-DIY/m-p/738195/highlight/true#M6099

http://au.ibtimes.com/articles/556824/20140624/sony-xperia-z2-self-cracking-issue-know.htm#.VDOMW_mS...

[Hampus]

Hi and welcome to the community! Since you're new please be sure that you have checked out our Discussion guidelines.

I'm sorry to hear that.
Unfortunately, we at the community are not able to give you assistance in this matter. I suggest that you raise this with your local support team for further information about how to proceed with this in the best possible way:
http://www.sonymobile.com/global-en/support/contact-us/contact-info/

[Puloma]

I bought a Xperia Z2 from Croma retail stores (Tata Enterprise) in Pune in September 2014. First, I asked for a black set and by mistake they gave me a white set and then coaxed me to accept it promising me gifts as compensation which I never got. Within two weeks the Phone developed a long single hairline crack on the screen. I am in India and here it is the costliest mobile set in the market. I did not drop the phone. The phone is lying with the service center and they called me today to inform that 25K INR required for repair. Phone costed 45K INR.

This is not a joke and the screen is a manufacturing defect. Why will Sony not replace this set? I used it for a week only. There is no guarantee that the service center will not further damage the phone and put blame on me. In a large mobile market like India where Sony is competing with high performing local brands such as Micromax and Karbonn and also Apple and Nokia, they need to be more careful.

This is not how they should treat a customer who used a full month's salary to buy this phone. I work for online Media and I will make sure everyone knows about this.

[Sasidhar]

My Xperia Z2 developed a single hairline crack.i have nothing to do with that crack i kept the phone in safe place and certainly it doesnt fall . Now I went to Sony centre and they said they wont repair it under warranty as it has physical damage..The crack appears to be like its damaged from inside it doesnt look like it fell...Is there any way that could help me....

[inderjeetdang]

Hi

My Sony Xperia Z2 has developed self-crack on it's front display. I took the phone out from my front pocket and was shocked to see that display has developed self-crack. The glass is not broken from outside but it has developed some sort of crack in the centre of the display because of which touch is not responding. I visited your Dehradun service centre but they refused to accept the phone even though it is still in warranty. I researched over the internet and found that many user faced same issue and your Z series is having this problem but luckily there phone were replaced for free. I am a loyal sony customer from last 4 years and used many sony phones in the past so hope Sony will not disappoint me.

Please tell me how can I get my phone repaired/replaced. Warranty of the phone is valid till 19th August 2015

Here are links of some of the posts of the user who faced similar issue

http://www.xperiablog.net/2013/11/08/sony-will-repair-certain-cracked-displays-for-xperia-z-series-s...

[Thommo]

Sorry to hear this but you would need to either return your device to the place of purchase or contact Xperia care and have your device inspected http://www.sonymobile.com/global-en/support/contact-us/

[inderjeetdang]

I did visited sony Xperia Care but they refused to accept it and repair under warranty. As you could see many others experienced this stupid hairline crack which happens to the screen automatically. This is not a way sony should treat there customers. If i don't get my phone replaced then I will file a case against sony for cheating the customers and not giving warranty claims for such problem. I will also collect data from these people who faced same issue and will file a complaint against sony on their behalf also