Mobile not covered under warranty for hairline INTERNAL crack appearing without fall or any impact

[JM1]

Job No. W115041604910

I own a Sony Xperia Z1 compact mobile, which I purchased on 29th July, 2014, and around 11th April, 2015, I started to face touch screen problem in the middle region of my mobile. I was playing games on my phone when this issue cropped up.

The issue was very strange as at times the phone would start typing on its own on security pin screen. This lead to all my data being erased!

Later, I noticed that the lower part of the front screen of my mobile had a hairline crack - this was strange as my phone did not have any fall or any impact that would result in an INTERNAL hairline crack with no impact on the exterior of the screen. 

I took my mobile to the authorized Sony service center in Koramanagala (Vigneshwar Services) on 16th April, 2015 and on 23th April, 2015 I was provided an estimated bill of Rs. 6000/-.

When I escalated the case by writing to "services.sid@ap.sony.com", after multiple call and email exchanges, I was provided the "management" response on the Sony letter head stating that "the display was broken and needs to be replaced for satisfactory working of the set and the service estimate for the faulty part is Rs. 6007/-."

I declined to approve the amount for my repair, as my phone is within the warranty period.

Please go through the spec of Sony Xperia Z1 Compact on the below website, where it clearly says that the display is shatterproof;

http://www.gsmarena.com/sony_xperia_z1_compact-5753.php

Firstly, since the Spec claims that the glass is shatterproof, the crack on my mobile does not void the warranty.

Secondly, since the hairline crack on my mobile has appeared under "mysterious" circumstances and not a result of any fall or human error on my part, I decline paying any repair cost for my mobile. Also, this is an INTERNAL crack only, which will not appear due to a fall.

Thirdly, I should not be penalized for the faulty design issue for this model of Sony mobile.

At one point I would patronize with brand Sony, but sorry to say that is no longer true due to the trauma in dealing with Sony Service Center and Bangalore Regional Office. 

[Hampus]

Hi,

I'm sorry to hear that.
But repair process is handled at a local level, I suggest that you raise this with your local support team for further information and/or how to proceed with this in the best possible way:

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

It is correct that the glass is shatter proof, but it's not shock- or crack-proof. If the device is dropped or similar, it may break but the glass will not shatter.

[JM1]

I have already contacted the local Service Center and they are adamant on saying that I need to pay for the replacement of the front glass.

My question;

1. I have repeatedly told that my handset has an INTERNAL crack, which has appeared without any fall or impact. I believe that it is a design fault for which I SHOULD NOT be penalized.

To support my words, I find that similar issues have been reported for the same model across the globe;

http://conversation.which.co.uk/technology/sony-xperia-z-cracking-phone-screen-replacement-repair-wa...

Mine is not the only case wherein such cracks have developed. In UK, Sony has already confirmed this issue and agreed to replace the faulty units free of cost. Please read the link below and watch the video as well.

http://www.xperiablog.net/2014/05/30/bbcs-watchdog-investigates-xperia-z1-cracking-screen-issue-sony...

If in UK, this issue has been owned up by Sony company, should the same not be done in India, as ultimately it is Sony and region should not be a bar for taking such decisions especially in case of design flaws.

[Hampus]

It's only a technician at an authorized service center which can conclude if it's a warranty case or not. And since a technician has examined your unit, they have concluded that this is not a manufacturing error which our warranty covers.

As I said in my previous post, repairs are something that is handled at a local level and thereby, I cannot look closer into your case. If you have any questions or need further info how to proceed with this, you need to raise it with your local support team for further assistance.

[JM1]

Hi,

I could not follow up on the post for last couple of days.

If the technician has concluded that it is not a manufacturing error, I would certainly like to know the ground for such analysis. The reason for my persistently writing in this forum is to get a just decision. I am again repeating that my handset did not fall or face any impact that would result in internal hairline crack.

Moreover, if this same scenario has been owned up and accepted by Sony in UK, why I am not been given the same previledge in India. I am made to feel the racial discrimination, which is not acceptable especially from a reputed company like Sony. 

When I asked at the Regional Office, Bangalore, India to provide me with the analysis report, they had no answer but to tell me that there is a crack and hence it voids warranty. If presence of a crack is the basis of deciding that my handset voids warranty and its not a manufacturing error, I am sorry to say that this is a wrong judgement because my handset did not suffer any fall!! And please explain the presence of  internal crack!

Its been more than a month that I am trying to get some answers and through this forum I expect some resolution.

I would strongly urge that there should not be any discrimination based on the region and as the internal crack on my handset appeared by itself, I should be provided free service for my mobile as it is still within the warranty period.