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Xperia Z screen problems

R

ROB_PHELPS

Lurker
Has anyone else had trouble with the New xperia Z screen? Mine is less than 2 months old and has a crack under the glass, not been dropped or crushed and i have no idea how it's happened. The glass is fine but you can see a crack under it and the screen has limited use.Contacted Sony and they said straight away it's not covered by warranty and i need to book it for repair.
I've had iphones since they came out and have never broken a screen,i went for the Sony as it's dust and water proof which is great for my work.
Just wondered if anyone else has had trouble with these phones?
 
I'm using one but no problems with it. Return it! Once a while that happens during shipping . You just happen to be slightly unlucky.
 
Hi all,

my Xperia Z lasted 3 days!
The screen crack in what sounds like a similar fashion (it was not dropped).
Sent it to SONY and I am waiting to fine out how much to fix.
They will not fix for free.

This will be my last SONY purchase for sure, a total waste of money

D
 
This can happen to any phone and it doesn't have to be dropped or crushed... Items pressing against the screen in your pocket, twisting/flexing of the handset while In your pocket can all cause the screen to crack without showing signs of external damage.

None of the above would be covered by any warranty regardless of manufacturer.

Just my opinion, and I accept all flack that follows.
 
Yes!! I have had my experia z for 10 days now! I removed the device from my pocket yesterday morning and right infront of mine and my friends eyes the screen cracked internally! We couldnt believe it! The crack seems to have started right where the main button is on the side... I pressed the button to show my friend the new phone and plug it into his car stereo, a moment later a crack just shot horizontally across the INSIDE of the screen. I have never so much as breathed on the thing heavy let alone dropped it! The screen then continued to crack in several other places right in front of us. When you run your fingers over the screen it is still completely smooth after i removed the screen protector to see if i had somehow knocked it without realising. This is definitely a fault with the manufacturer as ive seen at least two other accounts on another forum of this happening!. I am utterly dissapointed as I expected my service provider to replace my phone no questions asked. Especially as the break as inside the screen and not due to any kind of impact damage. Now I am told I will have to send it to sony to get it repaired under warranty. I was advised it will be a battle as admitedly a cracked screen does look at first glance to be the fault of the user. This seems to be a very unlucky occurance but I will post back sonys response when i get the chance!! I also can only use a tiny part of the screen. rendeering my phone useless!! I managed to send a few messages using the voice input after much trouble of rotating the screen to get a position on the one small part that works... But even that has stopped working and it just says it is unable to recognise, please try again.... i mean it says that the moment you get onto it... i cant even try to speak into it.... this is a huge red flag for the sony Experia Z... not only has it broken but the software is also faulty with my particular model.... this is all in the space of about 2 hours... im still pretty belwildered as to how this has happened!!!
 
I also recently bought a new Sony Xperia Z (about 2 months back). My phone suffered a cracked screen fews days ago without even a fall.:( :( It happened wen i was out with my friends .. we were using the GPS to navigate and while i tried to move along the map, I noticed a crack at the top next to the ear piece /.. And after a while there were 2 more cracks formed. The crack is present on the inside layer .. the lcd screen. There is NOT a scratch on the outside protective screen of the phone. Currently, the touch works only on some parts of the phone. I have no idea how it has cracked since the phone never FELL down! and I even use a case to protect the phone ...!! I have always owned sony products. Before this i used a sony xperia x8 and this phone has worked flawlessly for more that 2 years. I was so disappointed to see that my SXZ crack like this.. without any reason.
I went to an authorized service center to claim warranty and they refused to believe me. They say it has broken due to a fall. I have no way to prove it to them that it happened on its own... Now, they are only ready to replace the phone for more than 50 % of its current market value.
 
I have a Z, the screen cracked. Not dropped, in a protective case and......crack, right across the middle. Sent it to Sony and the repair shop has quoted me
 
I can appreciate the frustration people are feeling with this issue, but complaining here will not get results.

Contact Sony directly and lay out the facts clearly and calmly, making it plain that you're disputing the Service Centre's diagnosis because you didn't drop it. Point them to this thread if you like, so that they have evidence of the issue affecting users in a variety of locales.
 
Slug said:
I can appreciate the frustration people are feeling with this issue, but complaining here will not get results.

Contact Sony directly and lay out the facts clearly and calmly, making it plain that you're disputing the Service Centre's diagnosis because you didn't drop it. Point them to this thread if you like, so that they have evidence of the issue affecting users in a variety of locales.
Click to expand...

Thanks for those points and I am calm now. I have my phone back from the repair centre in the same perfect condition, other than the crack. How they could want to replace the battery, repair the flex and case is beyond me. It has not been dropped.
I have contacted Sony and they have acknowledged my complaint. I am waiting for next level support. I have printed off other users points with the same issue and have my fingers crossed. I will emphasise that I think the phone is absolutely amazing. I don't want to change it.
I am pleased that Sony are going to listen to me at some point, so like I said, fingers crossed.
 
runningman67 said:
Thanks for those points and I am calm now.
Click to expand...

I didn't mean it to sound like an admonishment - apologies if it came across like that. I only meant to point out that taking the issue up with Sony is the best way to progress the matter.

I have contacted Sony and they have acknowledged my complaint.
Click to expand...

I'm pleased to hear that. Let's hope that they show a bit of common sense.
 
My 3 day old sony experia z screen cracked after 3 days in my pocket!!! Sony customer service in Newcastle, England are refusing to fix it for me telline me its not covered by warranty as its classed as physical damage. I have had then escalate this complaint and have supplied testimonials to support this very common problem with this phone. It is absolutely disgraceful. Sony are claiming that there is no known problem with this phone so they refuse to fix my phone instead looking for 280euro to repair for a phone that cost me 550 euro. I have had sony phones for 12years with no issues. There is clearly a fault with some of these phones. My phone provider is kindly offering me 125 euro against a new phone - they are shocked at sonys attitude here, however I want my sony phone back and fixed by sony under warrantly. Any suggestions where/who else to try. I will never buy another sony phone.
 
dublingirl said:
I want my sony phone back and fixed by sony under warrantly. Any suggestions where/who else to try.
Click to expand...

Sorry to hear of your problem. Unfortunately there's not much else you can do, except trying to persuade someone at Sony UK to reconsider your case.

If all else fails, could you claim on an insurance policy such as household contents insurance?
 
Sony have offered me free postage to send it back to me, but not fixed. I have already payed for my phone to be returned, two weeks ago, so that's a waste of time. Why didn't they know that already. Also they took 2 weeks to reply, after promising 3 to 5 days.
They stand by the assumption that I have broken it and it requires a
 
I too am suffering from the same problems discussed here on this thread; I actually watched my screen crack very slowly from left to right whilst watching a video. The phone had never suffered any impacts and had been out being used for 30 minutes prior to the breakage. There is definitely a flaw with the glass on the phone. I love the phone to bits and have done nothing but praise it since I have had it. Sony at the present time will not recognise the problem and as such it is not covered under warranty and they want to charge me
 
OK, I have had my Xperia Z for 3 whole days, trust me I have handled this thing like it is a newborn baby. Today, I put the phone in the front pocket of my jeans (not particularly tight), I even checked there were no coins or other items in the pocket before putting it in there. I sat on a bench for lunch as it is hot outside and when I got back to work took the phone out and sat at my desk, lo and behold a huge hairline crack on the screen from top right to bottom left. Screen functionality is zero.

I don't know what hope i have got as I only started a 24 month contract with vodafone on Sunday? Will they replace it? I certainly don't want the same phone again after reading several Forums like this one online. I don't have insurance and I really can't afford a huge repair bill.

To say I am dissapointed is a huge understatement, as I was very pleased with the phone otherwise.

:(
 
OK, I took the Sony Xperia Z back to Vodafone today....At first they said that I would have to have it sent off for the manufacturer to look at :(

However..I stamped my feet (metaphorically) and said i wasnt leaving without a new phone, insisting (truthfully) that I had not been responsible for the stupid screen cracking. The girl in the store spoke to an area manager on the phone...and i guess i got lucky, because she came back and said 'as a one off..we will replace your phone'

I walked out of the shop with a HTC One (very happy :) :)


I will never buy a Sony product again.
 
Had Xperia Z for 4 weeks. Really good phone until the screen cracked for no reason. It was not dropped , crushed , knocked or anything. It was laying face up in a case on the table. 3 mobile said cost to replace screen was >
 
Somewhat relieved to hear there is an entire community out there with the same problem as me! Phone is less than 2mo old...took it out of my stroller caddy which is suspended from the back of the stroller handle like a sling, not touching anything hard...so it should have at least endured the same stroller ride as my one year old son....but apparently not! There were big cracks running through the back glass and within a couple of minutes, the cracks had propagated without me barely touching it! Has not had any physical abuse and there was no reason for it to crack. Love the phone otherwise, just completely dumbfounded as to how this happens. May seem absurd but even questioning if the glass could be temperature sensitive cos I have no idea how this could have possibly happened ?! I wonder if Sony recognizes how non-durable this product (which is marketed on its durability) really is?! Well, non-durable is an understatement...not fit to be touched or even looked at...Sony, we will be in touch....
 
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