topic Re: Z3 Screen Mysterious Crack? in XPERIA archive

Z3 Screen Mysterious Crack?

jemilou — Fri, 16 Jan 2015 10:22:38 GMT

I've been using the Z3 since October, and have just had my second cracked screen!

The reason I've said it's mysterious is because the phone hasn't been dropped AT ALL. I've seen loads of posts on here saying "I only dropped it 30cms" or whatever, but if you drop your phone, you take the chance that it might break. It's rubbish, but that's life. But I'd not even had my replacement phone for 2 weeks when the fault appeared again, and I've been so careful! The only thing that's happened in its 12 days of life is slipping from the arm of the sofa down maybe 4 inches onto the seat... and I'm not being silly about it, but I would drop a baby from that height onto a squishy sofa cushion!

I had been using the handset fine all day, with no problems, even showing off how smooth and shiny my new phone was(!) then in the evening, I noticed a hairline crack on the top right of the screen when I was looking through pictures.

The first time I had a cracked screen was a similar situation, used the phone all evening, went to bed, woke up and it was broken! A hairline crack at least 2 thirds across the bottom of the screen, and it wouldn't respond to touch on the bottom half of the screen My poor boyfriend got the blame for that, even though he swears nothing happened to it, and so I claimed on my insurance. But having seen how quickly the crack can appear, I'm starting to believe him!

I use my phone a lot, so there is a chance it could be getting a bit hot. And my bedroom (where it has mysteriously cracked both times) does get pretty cold in winter, and has glass surfaces that I leave the phone on. I'm only putting this detail in because it might be relevant to somebody who knows what they're talking about! Also, it's just a single hairline crack, but when I've experienced dropped or damaged phones in the past, they've always had a spider-web sort of effect, with lines coming all over the place.

Could there be a manufacturing fault? Can I claim on warranty? I have to wait 30 days from my last insurance claim before I can get it fixed or replaced again. And I'm a bit worried as my insurance policy is for accidental damage, but I can't even explain what's happened! So I'm not sure that it's really for my insurance to sort out, surely Sony should take some responsibility?

Re: Z3 Screen Mysterious Crack?

Thommo — Fri, 16 Jan 2015 10:26:44 GMT

We are a user led support forum so are unable to answer such questions so you need to either return your device to the place of purchase or contact Xperia care http://www.sonymobile.com/global-en/support/contact-us/

Re: Z3 Screen Mysterious Crack?

jemilou — Fri, 16 Jan 2015 10:35:39 GMT

Hi, thanks for the reply... I understand that nobody from Sony was going to answer my question directly, but was wondering if any other users had experienced the same thing?

I can't call sony at the moment, and the people in the Vodafone store aren't interested, but if anyone else has had any success getting this sorted, or an idea of why it happened, it would be really good to know!

Re: Z3 Screen Mysterious Crack?

jemilou — Fri, 16 Jan 2015 11:41:37 GMT

If anyone else has this problem... this is what I've found so far...

Sony chat seem to be quite rude and unhelpful. The advisor wouldn't give me a straight answer when I asked if the hairline crack was a known fault on the Z3 as it seems to have been with previous Z models. She only repeated over and over that they look at the phones on a case by case basis, whatever that means!

She also attempted to have me cut the chat short several times, saying "i hope the information i've provided has been helpful, is there anything else I can help you with?" despite leaving many of my questions unanswered. When she asked this for about the 6th time, I referred her back to my previous unanswered questions and she ended the chat!

I'm going to try the phone helpline shortly to see if I have any more luck!

But so far the news isn't good... they have to examine the phone before they will decide if it's covered by warranty, meaning I'll be without it for 5-7 days from the day it reaches them; they don't provide any courtesy handset in the meantime; and if they decide after looking at it that it's not covered by warranty, and I don't accept the repair costs, it will cost me £22 to get back in the same state it is now! So all a bit worrying really, and not the level of customer care I was hoping for from Sony

Does anyone have a success story with this? Or am I going to have to risk the £22?

Re: Z3 Screen Mysterious Crack?

dandy63 — Fri, 16 Jan 2015 11:50:40 GMT

Hi, do a SEARCH thru the Forum on the subject & you will find many posts regarding this....you can see varying degrees of success with repairs etc.....it is really up to Vodafone i would think to provide you with a handset whilst yours is in for repair, that is speaking from past experience tho last time they did charge me for a week even tho i've been with Vodafone for around 15 years

I know you said they were not interested but you could try them again........good luck :smileysmileywink:

Re: Z3 Screen Mysterious Crack?

jemilou — Fri, 16 Jan 2015 11:56:11 GMT

Thanks, I did have a search but everybody seems to say it was a spontaneous crack, then go on to say "but i only dropped it from 20cm!" so I can see why they would have varying levels of success!

The customer service seems to be lacking everywhere... I'm going to try vodafone again, then sony again, and just go with the most likely looking option... think I'll be needing that good luck!

Re: Z3 Screen Mysterious Crack?

Thommo — Fri, 16 Jan 2015 12:16:48 GMT

Vodafone has no right to fob you off - If you bought it from Vodafone or started a contract with vodafone and received the phone as part of the deal then it's Vodafone who need to deal with it

Re: Z3 Screen Mysterious Crack?

jemilou — Fri, 16 Jan 2015 12:47:08 GMT

that's very interesting, thank you! I'll ring them this afternoon and make my case... they said I either need to claim on my accidental damage insurance, or, if I belive it's a fault with the phone itself, take it up with the manufacturer. maybe I just need to be braver with them!

Re: Z3 Screen Mysterious Crack?

Thommo — Fri, 16 Jan 2015 12:48:13 GMT

Are you in the UK and how long have you had your device?

Re: Z3 Screen Mysterious Crack?

jemilou — Fri, 16 Jan 2015 12:49:45 GMT

I am yes, and I first took out the contract in October, the screen cracked in December, I got a replacement exactly 2 weeks ago today and it's cracked again!

Re: Z3 Screen Mysterious Crack?

Thommo — Fri, 16 Jan 2015 13:00:09 GMT

As you have had the phone less than 6 months then under UK consumer law Vodafone must accept the phone and must prove beyond reasonable doubt that you caused the damage due to mishandling and if they can't then they have to replace or repair your phone and there's no if or buts just take note of the word must and prove - If they try and fob you off then there and then ask for a deadlock letter which then tells you that they refuse to take your phone for inspection and then allows you to take court action but I will almost certainly guarantee they will then accept your phone as I have a lot of experience in this field of consumer law - Before handing the phone over get them to fill out a inspection form which you need a copy of incase more damage is received to the phone and they say it was your fault where as if it was not noted then it's there fault regardless of whether it was there before they took it in for inspection,

Hope this helps - Stand firm and don't forget to quote the 6 month law and deadlock letter if needs be

Re: Z3 Screen Mysterious Crack?

jemilou — Fri, 16 Jan 2015 13:03:22 GMT

that is amazing! thank you so much! looks like I'm taking a trip to the Vodafone store in the morning!

Re: Z3 Screen Mysterious Crack?

halogenic_sky — Sat, 17 Jan 2015 21:30:28 GMT

to be honest, I don't think sony's position was that unreasonable in that they're effectively reserving their position until they've inspected the handset - the point to bear in mind is that a lot of dishonest claims will continue to be made, and that's the reality of what you're up against - hopefully, Thommo's advice above will help you out, although the food for thought is what stops someone who was responsible for the damage taking the same line - in offering you something constructive, it sounds more like a manufacturing defect than an accidental damage claim, so the insurer may walk away quite quickly - when dealing with the retailer in contrast, and assuming they're quite cynical, maybe ask them to clarify whether they assume fault for certain issues such as a cracked screen, and how this sits with their responsibilities under consumer law, i.e. can they properly assume fault in a context where they would be required to demonstrate that you were, in fact, responsible - the answer clearly is no - if they do wave you away this may be one of the easiest approaches to challenge either at senior level, via consumer action groups, or via the courts, as they're assuming fault rather than proving it, and that's a wholesale abrogation of their responsibilities at law - sony, in contrast, wanted to look at it before committing to a position, which isn't the worst standpoint they could have adopted - not defending them cheaply, but there is a logic here...... let us know how it goes 😆

Re: Z3 Screen Mysterious Crack?

halogenic_sky — Sat, 17 Jan 2015 23:16:07 GMT

at the risk of sounding hypocritical I'm going to punt for the obvious - thermal crack caused by the range in internal and external temperature, aggravated by a glass surround - insurer did you a favour first time around, but not really their lookout then or now - vodafone need to be asked how they differentiate between manufacturer/user fault, and whether they have a policy in place at senior level - attempts to simply assume fault on their part will render them a fish in a barrel, but you may need to escalate matters to make yourself heard - if you do secure a replacement perhaps insulate it with a rubber case, simply to ensure that the internal and external temperatures are closer together - too many assumptions I know {lol}

Re: Z3 Screen Mysterious Crack?

Kimbogreen — Mon, 16 Mar 2015 06:50:21 GMT

My Z3 screen cracked last saturday. Never dropped. had a zero shock cover.

Anyway I slid it out of my pocket to check the time. I was standing talking to someone for about 10 minutes. Slid my z3 out to check the time again and the screen had just shattered.so have to pay excess on the phone insurance..never dropped it, it just shattered. But sony wont accept fault