Xperia XZ touch screen problem

[BoMa1]

Hello, I recently had a problem with my phone. I think it started after it fell on the ground but everything looked fine so I ignored it.

Next day I started noticing the top part of the screen is laggy. Or sometimes it doesn't respond at all. The rest of the screen works just fine.

So I started the safe mode and the problem was still there. My question is if I did a factory reset will it solve the problem? or it have to do with the hardware and there's not point of a factory reset?

Thanks in advance.

[qf7]

HI,

This issue is apparently present on many Xperia XZ, i have the exact same, it looks like it cames after an update and lot of user are experiencing this. Is sony doing anything to release a fix? I know similar problem have been encountered on Z1 and sony released a fix. It's very anoying...

[SDR1970]

Yes qf7..and for most users the issue occurs just below centre of display. Moderators of this forum will suggest for you to send your XZ in for repair unfortunately.

[SonyUser912]

Hey everyone! It's me again.
@jonas, I'm happy to say that my local support informed Sony and they sent me a new XZ
I haven't installed the multi-window update yet, and I never will do again until Sony has found a fix for this problem.
I'm somewhat sure that the multi-window thing is causing this problem in some ways...
So don't hesitate to reach out for Sony's local supports.
Best of luck to u people with your XZs and to Sony with finding a fix for this 😃

[Jonas]

Hi @qf7, sorry to hear that.

If you experience the same troubles with the touch screen after completing a software repair, I'm afraid that I can only recommend that you have your device sent in to an authorized service centre.

Other users have commented on that this was resolved when their screens got replaced at the service centre and everything is working for them now.

@SonyUser912, I'm happy to hear that everything is working as it should now again so you can enjoy your Xperia XZ!

[MYLee]

My Xperia XZ facing the same problem the top part of the screen which is below around the SONY Logo area.. When i wanna shift some of the app's icon and gaming, typing..etc i always can feel the laggy is there and some of the time it doesn't respond.
This phone is my new phone i changed to this new phone from Xperia Z3, i started to used it since 2017 beginning of Jan and i can guaranty that i never drop it on the ground or touching any water before.

[Jonas]

Hi @MYLee,

I am sorry to hear that you experience the same troubles.

Have you had the time to try any of the troubleshooting that I have posted in this thread? If you have, was there any change?

If there was no change after performing the software repair, the phone will have to be examined at an authorized service centre.

Your Local support team will gladly arrange a repair for you, so I'd recommend contacting them.

I am sorry for the inconvenience this may cause.

[readjeff]

Hi Jonas, I am a little concerned about this issue as my XZ is arriving today and really don't want to suffer this problem. 

My wife has an XZ and this issue started occuring a few weeks ago without any damage or drops etc to her phone. After 3 factory resets (testing before restoring data) which did not fix the issue I tried the touchscreen test at Settings > About Phone > Diagnostics > Touchscreen and the results seem absolutely fine until you move your finger slower and then notice where it 'drops off' then the cursor quickly picks back up again making it look like it is working. 

I then stumbled upon this thread where lots of people are having the same issue so I tried the other free touch test (with black background) and low and behold, a very clear rectangle in the middle where touch doesn't work (please see attached image). My wife is working away from home for the next 2 weeks, starting in a couple days, so sending it away is not an option. Will she be able to replace it at the shop she bought it at or is this now a known issue on all boxed XZ units and the only fix is to replace the screen? Will replacing with a new handset not solve the issue until the screen has been replaced? I think Sony should do a recall if that is the case. Terrible QA standards if so, how on earth did this get past QA?

UPDATE: as the phone was less than 6 months old, we took it into the O2 store where she purchased it and demanded a replacement under the Consumer Rights Act 2015, which they have to comply with by law, no matter what it says in their Ts&Cs (which are not above the law). It took a lot of effort as these shops depend on people not knowing their rights, but we got there after about two hours of demanding a replacement and refusing to leave until they did. She now has a new phone which seems to be working for now. I guess it is a lottery of who will get a faulty device. 

Good luck everyone who is effected. If it is within 6 months in the UK then the point of purchase (shop where you bought it) is bound by law to replace your faulty product, even if they try and convince you they are not. Ring Citizens Advice if in doubt, they are very helpful. https://www.citizensadvice.org.uk/about-us/how-citizens-advice-works/citizens-advice-consumer-work/t...

Cheers,

Jeff

[FaizalNasir]

Same here. But how to attach picture? Got drawing here also

[SDR1970]

@read Jeff - I followed your advice as I have the same issue with my display as you. I purchased my XZ online through Argos. I contacted them earlier, explaining to them about the 'consumer rights act 2015' and about my rights as a consumer. I may as well have not bothered. I was on the phone for nearly 30mins, but Argos were having none of it. The Argos representative told me the first thing you need to do is send your phone in for repair to Sony and take it from there. I told her I wasn't happy, and reiterated my rights under the 'consumer rights act'. She said let me speak to one of my colleagues. She came back and told me pretty much the same thing over again, that I need to return my device to Sony for inspection. I then told her again about my rights as a consumer, and she asked me to hold the line yet again to speak to a colleague. I was hoping I'm hope that at last they may see reason, but she came back telling me what she told me from the start. After that I decided to conceed defeat. Argos were definitely not going to budge however hard I tried. I think some companies "might" be more understanding than others, but not in my case.

[Jonas]

Hello everyone!

I am sorry to hear that you all are experiencing the same behaviour.

@readjeff, I'm glad to hear that it worked out for your wife's phone in the end, sorry that she had to experience this behaviour to begin with.

Thanks for the great information on how this got resolved in the UK, since I am not situated there my knowledge on consumer laws and so on are very limited!

@FaizalNasir, If you are on a mobile device you will need to request the desktop version of the page to start with. After you have done that you can post a new reply and tap the "Photos" button and attach the screen shot.

Based on the previous posts in this thread this is hardware related so your device will need to be sent in to an authorized service centre and your Local support team will assist you with this!

@SDR-1970, Since I'm not familiar with how the consumer laws works outside the Nordic region, I'm afraid I won't be to much help regarding having your phone replaced by your retailer.

I would recommend that you get in touch with your Local support team and they will arrange a repair for you, and they may also be able to provide some more information regarding the 6 month rule that @readjeff was referring to.

I am sorry for the inconvenience this may cause for all of you and I hope that the repairs will go smoothly so you can enjoy your Xperia XZ's again!

Keep me posted!