Z3+ cracked screen

[Rasmosus]

So, I pre-ordered a Sony Xperia Z3+ and received it a month ago on Thursday the 25th of June. Saturday, after two days, the protective film came off. Monday, I noticed a hairline crack on the backside of the phone. I had carried it in the pocket of my shorts while on a short trip to town:

Tuesday, I was on the beach, where I used it to snap about 15 pictures of my two-year-old daughter. I remember it being hot when I at one point put it in the pocket of my shorts to pick up my daughter. I heard a *pop* coming from my pocket, and when I took out my phone, to my horror I saw that the glass on the front side had disintegrated in a mosaic pattern :'(

I contacted the vendor, which is my phone company. It's called OiSTER, which is a discount-affiliate of 3 here in Denmark. It took them 8 days to get their shop to e-mail me a return-label, so I could ship it in for repair. Then it took their shop another full week to conclude that it had been subjected to excessive force, voiding the warranty. They quoted me $265 to fix the phone, $40 to ship it back without fixing it or I could scrap it for free.

As I on a general principle think that it is outrageous to claim that a phone is too delicate to be worn in your pocket, I immediately complained about their decision. They responded that their decision was final, but I could complain to Sony on their e-mail address [email protected]. I did so and received an answer that I needed to file a complaint with the vendor in order for them to review my complaint. So I did. Then today I received an e-mail from the vendor that they considered the matter concluded and they would not assist me further.

I tried one final time to write them an e-mail, explaining how Sony was willing to review my complaint and all I needed was for them to file the complaint for me. I have not received a reply yet as of this evening, but I will revert with an update when I have news.

It has been extremely frustrating to buy an expensive new phone, advertized as a phone for people with an active life style, and then experience the blatant display of mistrust when it failed and I complained. Much of this is of course to blame on the vendor/phone company, but I have not been impressed with Sony's adherence to procedures either in the light that my vendor apparantly does not want to file a complaint with Sony as requested by Sony.

[Uliwooly]

@Rasmosus

I'm sorry to hear that but you have to contact your local Xperia Care

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

[Rasmosus]

@uliwooly

Yes I have. The Danish branch uses the e-mail adress [email protected], which I contacted a week ago, when I received the reply from the vendor's shop. I also e-mailed them about my vendor's unwillingness to file a complaint with Sony about my phone, to which they said that then they would do nothing. They even suggested me to complain to the government's arbitrator to settle the matter.

[Craig5]

I have the same problem after 5 day a cracking the length of the back of the phone it's not been dropped or any thing

[Aicky]

My screen shattered the exact same way and they are trying to charge me for it. The thing was my phone was in my hand when it happened and not dropped at all. It's a defect in either the design or materials used.

[Uliwooly]

@Craig5 @Aicky 

Have you contacted your local Xperia care?