Why To Never Buy a Sony Product.

[Amalgom]

I purchased a Sony Xperia Z3 compact one month ago from Amazon with Warranty.  Today  I went to the hardware store. And then drove to my siste"s house.  I deceided to text her that I was there and ready to paint her garage. 

I could not swipe the top of the screen.  Noticed a crack in upper left hand corner.  The phone is in an aluminum framed case and is covered from day one with tempered glass screen protectors.  The screen protector is undamaged.  The phone has never been dropped or sat on.  I carry the phone in the side pocket of my carpenter pants. Take it out when I get to my destination.

I contacted Sony support chat online for warranty repair.  Spoke to a Jason.  After he asks me  a bunch of questions even though I started the chat with information I gave above.  Then tells me I'm sorry, Sony does not cover this kind of damage.

I will never buy a Sony product again.  Sony should be ashamed and dishonored.  You have been warned.  Look else where for your electronics.  I will include a copy of the chat below. 

Please wait while we find an agent to assist you...
You have now been connected to an agent.
Agent Jason:  Hi Robert, thanks for choosing Sony Xperia™ Chat

Support. My name is Jason your Xperia™ Support Representative. Would you

please provide me with your full name and email address?
Robert:  Robert
Robert:  **************.com Robert
Agent Jason:  Thank you. What is the model of your device and your service

provider?
Robert:  Xperia Z3 compact D5803
Agent Jason:  Thank you for that information, we understand that the phone

screen broke, am I correct?
Robert:  Yes upper left corner.
Agent Jason:  Sorry to know that, we are sorry to inform you that this kind

of damage is not covered by the warranty
Robert:  Sorry won't cut it. I will take legal action. Not to mention

that I will post this on every web site. I will not stop contacting Sony either.

I am not working now and have both the time and resources to pursue this

as long as possible.
Agent Jason:  Sorry that you feel that way
Agent Jason:  Have I answered all of your questions today or is there

anything else I can help you with?
Robert:  No you have not. I would like your supervisor to contact me.
Agent Jason:  To reach a supervisor please call our support line at the phone

# 866-***-***, your case # is 1-247********

[Uliwooly]

@Amalgom

I'm sorry to hear that, but a case and/or film/glass protector doesn't guarantee that the screen won't get damaged, if they promised that then you should contact them directly, with that said, the screen can't crack on it's on, perhaps the protective case was too tight and created stress on the phone/screen, or you sat on it, or you hit it, really hard to tell what caused this problem; you can post pictures of the phone and perhaps someone can find the point of impact/stress. 

Here is the warranty PDF

http://support.sonymobile.com/global-en/xperiaz3compact/supportDocumentation/

[CameronT]

Hi @Amalgom,

Welcome to the community.

Threatening the support staff with harassment isn't going to change the warranty terms and conditions, which are pretty standard across multiple manufacturers when it comes to broken displays.

I have seen a lot of people in the same situation as you, and I am sorry that you've had this experience. I know it's incredibly frustrating.

If you can provide us with some images of the crack, some of our users here may be able to help you identify the point of failure and give some input as to how it may have broken.

I have also edited some of the information out of your post as it may be used to identify you.

[Amalgom]

I don't need any one with all due respect to tell me how it broke.  Bad workmanship.  The case is not too tight. Has foam lining to prevent shock. No scratches or marring on case.  The Tempered glasss screen proctector is unmarred. No scratches or damage to proctector.  I clearly stated the phone was not dropped or sat on.

Bottom line Sony arbitrarily decided that the phone breaking was my fault.  They didn't ask for photos.  Weren't the least concerned about anything I had to say.

As far as threatening customer support.  I am not.  I am threating Sony.  Sony's warranty states that thay will repair manufacturer defects.  This is a defect and they have made no effort to show or investigate the isssue.  

[Uliwooly]

@Amalgom

I'm sorry you feel that way, I understand that you are angry but if your claim was true

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@Amalgom wrote:

Bottom line Sony arbitrarily decided that the phone breaking was my fault.  They didn't ask for photos.  Weren't the least concerned about anything I had to say... Sony's warranty states that thay will repair manufacturer defects.  This is a defect and they have made no effort to show or investigate the isssue.  

---

If that was manufacturer defect it would've happen soon after you bought it and it will be preset on most if not all Xperia Z3 Compacts.

As for this part

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@Amalgom wrote:

As far as threatening customer support.  I am not.  I am threating Sony.  

---

This is a user based forum, which means, we, users, are here to help each other. Here are the forum rules/guidelines

http://talk.sonymobile.com/t5/Welcome/Discussion-guidelines/m-p/349678#U349678

In other words, please read and respect the forum rules. 

If you are willing to upload the pictures please do so. On a side note, have you contacted Amazon, since you said:

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@Amalgom wrote:

I purchased a Sony Xperia Z3 compact one month ago from Amazon with Warranty. .  

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What did Amazon's warranty department said about this issue?

[Amalgom]

uliwooly wrote:

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If that was manufacturer defect it would've happen soon after you bought it and it will be preset on most if not all Xperia Z3 Compacts.

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That's not accurate.  Manufactures defects can appear at any point. Also have seen posts now on this site, youtube and others for Z3, Z2 and Xperia. Similar issues with glass and warranty.  My bad for not being more thorough before purchasing.  By the way.  Worked in manufacturing for over  a decade.  Semiconductor.  IBM, Intel, NXP, Phillips, Samsung and TSMC China.  Defects can occur a few out of a lot. Or a whole run.

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This is a user based forum, which means, we, users, are here to help each other. Here are the forum rules/guidelines

http://talk.sonymobile.com/t5/Welcome/Discussion-guidelines/m-p/349678#U349678

In other words, please read and respect the forum rules. 

If you are willing to upload the pictures please do so. On a side note, have you contacted Amazon, since you said:

 Yes and how does my posting of a chat with customer service or saying I'm threatening Sony in any way threatens or harrasses forum posters reading or replying to this post?  If indeed we are all users here.

On side note I have not contacted Amazon yet.  I may tomorrow.  No matter outcome with Amazon I still beleive Sony should be held accountable.  Maybe this is just a problem with U.S. division.  Think I should try and contact Japenese masters?

The responses to my post are pretty much the same as Sony customer service.  Hey we know you told us that you didn't drop it or sit on it but we are saying you did.  Effectivley calling me a liar.  Then send us a picture of your phone. Which online chat or phone support didn't ask for.  So we can tell you how you broke it.  The decision that the customer is to blame is predefined.

  I have a copy of my warranty.  It says nothing specific related to glass.  I heard the term new policy from Alan the customer service supervisor.  Well new isn't relevant to what I have in writing.

[Amalgom]

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That's not accurate.  Manufactures defects can appear at any point. Also have seen posts now on this site, youtube and others for Z3, Z2 and Xperia. Similar issues with glass and warranty.  My bad for not being more thorough before purchasing.  By the way.  Worked in manufacturing for over  a decade.  Semiconductor.  IBM, Intel, NXP, Phillips, Samsung and TSMC China.  Defects can occur a few out of a lot. Or a whole run.

---

This is a user based forum, which means, we, users, are here to help each other. Here are the forum rules/guidelines

http://talk.sonymobile.com/t5/Welcome/Discussion-guidelines/m-p/349678#U349678

In other words, please read and respect the forum rules. 

If you are willing to upload the pictures please do so. On a side note, have you contacted Amazon, since you said:

 Yes and how does my posting of a chat with customer service or saying I'm threatening Sony in any way threatens or harrasses forum posters reading or replying to this post?  If indeed we are all users here.

On side note I have not contacted Amazon yet.  I may tomorrow.  No matter outcome with Amazon I still beleive Sony should be held accountable.  Maybe this is just a problem with U.S. division.  Think I should try and contact Japenese masters?

The responses to my post are pretty much the same as Sony customer service.  Hey we know you told us that you didn't drop it or sit on it but we are saying you did.  Effectivley calling me a liar.  Then send us a picture of your phone. Which online chat or phone support didn't ask for.  So we can tell you how you broke it.  The decision that the customer is to blame is predefined.

  I have a copy of my warranty.  It says nothing specific related to glass.  I heard the term new policy from Alan the customer service supervisor.  Well new isn't relevant to what I have in writing.

[Qatrium]

@Amalgom

That's why you should contact Amazon at this point, may be you have an extended warranty with the phone that covers screen damage. Any basic warranty agreement (for most manufacturers not just Sony) won't cover screen damage without even investigating the cause behind it. If your warranty document doesn't exclude screen damage at any part for it, then use it to fix your phone.

You should be aware enough that glass can break or crack for millions of reasons even without impact, that's why manufacturers don't cover this kind of damage in most cases.

[Uliwooly]

@Amalgom

Here in the US, if you buy the phones directly from Sony you can buy an accidental damage coverage, which covers EVERYTHING but theft and/or misplaced/lost the phone, for a $600 phone it's about $80. I don't understand why is it that you don't want to post pictures of the screen, either or, since you bought the phone form Amazon, you should contact them and report back or not. 

On a side note, you can google any other brand that the screen "cracked" on a similar situation were they had a case and a protective glass. 

[Borjaider1]

It is no harassment to point out that your product is fragile and faulty, and that you must take responsibility for it. Nor it is to inform that you will not renounce to your rights as a customer.

[Uliwooly]

@Borjaider

Actually that's the definition of harassment 

the act of systematic and/or continued unwanted and annoying actions of one party or a group, including threats and demands. 

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@Amalgom wrote:

...Not to mention

that I will post this on every web site. I will not stop contacting Sony either.

I am not working now and have both the time and resources to pursue this.

---

Lets focus on the topic, he should contact Amazon and see what his options are.