Self cracking front glass on Xperia Z5 Compact

[hnrk]

So, my Xperia Z5 Compact front screen cracked by itself while resting in my hand.  The touch screen below the crack doesn't work, and the part immediately above is flimsy (e.g. triple-taps by itself).

[TMc1908]

Wow...Rickard that worked, your a star!

Perhaps Sony should document that capability on the FAQ's an perhaps your frontline staff should be told it as they told me on both the phone and live chat that I had no options without being able to scan for usb devices from the menu

Phone now sent in, so let's hope Sony don't try an suggest I broke the screen, when there is so much evidence that their glass is pathetically poor. A call to Corning to order some Gorilla Glass may be in order for the next handset Sony makes!!!

[Rickard]

Glad to hear that.

Sorry to hear that you didn't get this information when you were in contact with your Local support and i will do what i can to push this information.

[Nate1]

What about using a OTG and plug in a mouse in to enter the password. My friend used her xperia like that for a while till she got the phone fixed.??

[Rickard]

Yes, you can also use a mouse and a OTG-cable to enter the password and use the phone.

But if the touch screen doesn't work, you need to connect the mouse and restart the phone. Z5 will not detect the mouse automatically when it's plugged in. When you connect a USB-device to Z5, you will in normal cases go to Settings -> Device connection -> USB Connectivity -> Detect USB device to detect it. But without a working touch screen you can't do this and in this case you need to restart the phone while having it connected. The phone will detect USB devices automatically during boot.

[TMc1908]

So....Sony have stated that the sceen is my fault and that I can pay £89.50 to have it repaired and returned. Or i can pay £20.54 to get my handset back.

I think not Sony!

Trading Standards will be getting contacted I think as this is flat out extortion by Sony. Make a handset with a rubbish screen, charge £420 for the handset, the screen lasts for 4 weeks and then it cracks and I have to pay another £89.50 to have it repaired or £20.54 to have it returned. It's obscene.

Why is £20.54 to return the handset anyway. It's £12.31 shipping if i get the handset repaired but £20.54 if not. Seems strange. I was also quoted £7.60 by the Post Office to send the handset special next day recorded delivery (insured upto £500) at the time I sent it Freepost to Sony, as per warranty process. Providing freepost to get the item assessed and then ransoming my phone to get it back to me, is incredibly distasteful

I think the fact that 4 people are reporting problems with their screen on this thread, allied to the history of problems that Sony have had with cracking glass shows that there are problems. Blaming the customer is not the answer!

[Rickard]

I'm very sorry to hear that the damage was not covered by warranty.

I see that you have also been in contact with your local support team today who have raised your case and will look into it and get back to you.

I can't see the details of your case from my location but i suspect the quotation is for return shipping, handling and investigation of the unit.

I recommend that you first let your local support look into this and get back to you.

[TMc1908]

Hi Rickard,

Yes I contacted them today to state that I wasn't happy and they have said they will pass it to "escalations". So I am now faced with waiting another 3 days for them to contact me.

Just leaves a bitter taste to be honest. Given all the past problems Sony have had with screens and the fact that this thread even exists re. a brand new handset, it's quite obvious that there is a problem with the glass! The thing is, there is no explanation how Sony Repair Center have deemed that the crack is my fault either? If the fault develops within six months, the law assumes that the fault was inherent in the phone unless the retailer can actually prove otherwise (UK Consumer Rights Act 2015). How are Sony demonstrating beyond reasonable doubt that I caused the crack? I have pictures of the crack showing that there was no damage to the bezel or any other part of the screen, ruling out a drop! So inquiring minds would like to know how they think i could achieve a perfect single crack from one side to the other, that also happens to be an almost exact replica of the crack that the original thread starter suffered on their handset....

Come on Sony, just accept that there is a problem and stop trying to shift blame!

[Rickard]

I wish i could provide you with more information but from my location i can't see the details of your case.

But i assure you that there's no general weakness in the glass. We use one of the best glasses available in the industry.

[TMc1908]

I appreciate your efforts anyway Rickard, you've probably been the most helpful person i've came across at Sony!

I look forward to hearing from the Escalations team as to how how the repair team suppose that they can prove I cracked the screen? It's a single crack, almost exactly same as the original posters, starting mid way up left side and ending down by the camera button, with no damage to the bezels on either side of the phone, no spider webbing, no impact marks, no other scratches/cracks to the screen. Nothing!

But, somehow, they've deemed that it was my fault and now want to ransom my phone and make me pay £20.54 for the privilege of them doing nothing except returning it to me. £20.54 for a major company to basically question my integrity and call me a liar ha! Think i'll be returning the handset, buying an iphone and ending my brief d'alliance with Sony and their horrendous treatment of their customers!

Edit - I have since read the record of my chat to support yesterday, and note that Sony have actually confirmed there are no obvious impact marks or damage other than the crack. Which makes their position even more bizarre. See screenshot attached

[Rickard]

I don't have access to the image they refer to myself but i believe this is one of the reasons they have raised your case and as i understand it, your local support team will contact the service location your phone was sent to check what has happened.