After more than 10 years of loyal stubborn Xperia user, unfortunately the day has come and it's a sad day indeed but I'm more than convinced that the manufacture has no respect for customers. 

Long story short, I'm on a business trip and for the first time ever the Xperia 1 fell on a marble floor and the unexpected happened, a broken screen. I couldn't believe that a Gorilla glass 6 could be that fragile since the device fell from a less than 1 meter height but it was for sure a bad luck.  

Silly me I thought I'd be able to send it for repair but what do you know.... Sony US support number returned an automated message saying that support is curently unavailable due to " technical issues " ??  Seriously I was like let me use the built-in chat option in the support section on the Xperia 1. But the chat would never initialize. 

Now for the fun part.... I sent the support a mail about the issue I'm facing and ask them for guidance. I want to repair my phone and nobody has a replacement screen. 

You can defend Sony as much as you want but a customer willing to pay for a repair and asking a simple question like " where can i repair or send my device in Europe, a whole continent in the world" can't  accept the below reply for a giant tech manufacturer. 

Quoting : 

I don't understand what a warranty has to do with a SCREEN REPLACEMENT and I certainly do not tolerate and can't believe such a rude and irrelevant answer from a company that clearly doesn't give a about its customers. Even worse the ticket was closed and they won't allow replies.

I ended up buying a new phone ( different brand of course ) and I'm currently restoring everything before I throw the device in the trash. 

Bottom line, I ended up paying $1100 USD on a device that has no proper software support let alone hardware that I can't repair nor sell because obviously nobody gives about Sony phones.

Lesson learned. Goodbye.