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]

So....Sony escalations have just got back to me and have decided as a "goodwill gesture" to have my phone repaired and returned to me, free of charge! Finally, common sense prevails!

Hopefully this is the end of this saga for me and I can enjoy my handset without any problems in future. Hopefully noone else suffers from self cracking glass and has to go through such an ordeal to get Sony to repair it.

Once again, thanks for your help Rickard

[Rickard]

I'm very glad to hear that your phone will be repaired without cost for you

[Pat2009]

HI Rickard

I have had the exact same problem with the screen cracking.

I contacted Sony and sent the phone back to their repair center for examination. Sony said that they have not acknowledged the self cracking screen as a fault and would not cover it under the warranty and wanted €120 euro the replace the screen. After multible emails between sony and myself the phone has now been returned to me unrepaired. This is very dissapointing after paying €600 for the phone.

What do i do now?  

[Rickard]

@Pat2009

Sorry to hear that.

How you can proceed if you want further investigation of the phone will depend on your country so i'm afraid that's hard for me to say.

As i understand it, your local support have looked into your case and found that the damage has been caused by external force but i still recommend that you contact them again if you have reason to believe this is not the cause of the damage.

But in your first email to your local support you mention that it's not a single crack in the display but one that goes out in 3 different directions.

[Pat2009]

HI Rickard

I have attached pictures below of the crack on the screen. If the screen had taken an impact or if the handset was dropped the screen would have shattered. There is no visible signs of damage on the phones casing and there is no evidence of external force, how can sony decide what phones to fix under warranty and what phones are not covered. The pictures below are almost the same type crack as hnrk's first post only the crack is going in the opposite direction. This is very disappointing, Sony should get their act together and admit that there is a problem with their screens.

What do you advise me to do now?  

[Rickard]

I still recommend that you contact your Local support if you suspect the damage is not caused by external force.

If the warranty covers the damage or not depends on what the service location finds when they investigate the phone.

I'm not a repair technician i'm afraid and it's also hard to say from a picture alone so i can't say if that is something the warranty covers from here. But to me, it looks a bit strange that there's a single point that cracks go out in 4 different directions from.

[Pozzie]

So I have had my Z5 for exactly a month, device is in a shock proof case and has a nillkin tempered glass protector on, after placing a call I put the phone on my desk and Walked away when I can back half the lcd was black, I sent it into Sony and apparently I have broke it by applying pressure to the screen I'm sorry but if I have done that the screen would have cracked the device is in perfect condition, so I have had to pay 118 pounds to have this fixed safe to say I will not be buying another Sony product.

[Uliwooly]

@Pozzie

I'm sorry to hear that, perhaps you should contact the shock proof case company regarding this. 

[Pozzie]

That would be great advise providing the phone had had an impact but as th lcd has broken and none of the other 3 screen components that's hardly likely.

[Uliwooly]

@Pozzie

Do you mind posting some pictures of the screen, maybe someone could find the point of impact