Sony Xperia Z3 cracked back

delvey

Please find the following I sent to the carphone warehouse via email

On the 30th of November my partner renewed her contract with yourselves at one your Bury Store and gave the phone, a Sony Xperia Z3 compact to myself. This was immediately placed into hard case with a screen protector on. A few days later a SD card arrived. As I was placing it in I noticed there is a crack on the rear glass running from the lock button up to the top speaker hole. I checked the phone and there is no other mark on it. I came to the conclusion that the crack must of been already there and had worsened, possibly due to cold weather when cycling to work. I returned to your Fallowfield store on Birchfield Road on the 6th December and was basically told they were refusing to either help with a replacement or repair and I had to deal with Sony. I contacted Sony and they have told me to send it in and they will check the damage, but it could take up to 4 weeks, which is not acceptable. I did some research and came up with this thread which shows it is a common problem http://forum.xda-developers.com/z3-compact/general/sony-xperia-z3-z3-compact-glass-survey-t2900149
There was also a Watchdog program which shows this problem was present in previous Xperia Z models which can be viewed here https://www.youtube.com/watch?v=CnDZe9KEWyY
As far as I am aware this shows that it is an inherent manufacturing fault and I should not be expected to have to send this off for repair within 7 days of this occurring. A replacement device should be the only accpetable outcome, and that the manager of the store whom dealt with me should be made aware of this issue for future reference
regards


Now what else can I do? As above there seems to be a recurring issue with this brand of phone. Apart from go and sit in a carphone warehouse store and moan until they shut? I was waiting for a reply from Sony hence why I have waited so long to post but there reply was 3-4 weeks turnaround which in my eyes is unacceptable

grumbler

Glass does crack by definition and no 'hard' case can protect it from cracking caused by bending.
A screen protector obviously can't protect from this either, especially if it's on the screen and it's the rear glass that cracked.

My point is that the case isn't as clear as you try to present it. It can be a manufacturing fault, but can easily be your fault.

It's typical for both retailers and manufacturers to blame customers for the cracks and to refuse free repair. And it's extremely difficult, if not impossible, to prove them wrong.

That said, in the past Sony did admit the problem with some their phone(s?)'s screens and repaired them for free: Cracked screen sony compact,common problem

Dreamnine

Just claim it on your insurance - accidental damage.

delvey

My point exactly, and they have admitted that there is problems with a limited number, therefore a manufacturing fault. And how can it be my fault, if its cracked due to everyday use then its not fit for purpose. And it is a single crack, normally an impact crack causes multiple cracks

grumbler

delvey wrote: »

My point exactly, and they have admitted that there is problems with a limited number, therefore a manufacturing fault.

Well, if CPW really admitted this and you can prove it, just sue them via SCC under SoGA.

However, a 'problem' doesn't mean that they have to replace it.
They have to repair or replace at their discretion within reasonable time. 4 weeks doesn't look like 'reasonable' to me, so you can demand a temporary 'loan' handset for this time.

And how can it be my fault, if its cracked due to everyday use then its not fit for purpose.

You can't be serious. All damages result from 'everyday use'. Put a phone to you tight jeans back pocket and sit on it. Is it supposed to survive?

And it is a single crack, normally an impact crack causes multiple cracks

I said 'bending', not impact. Try to bend a piece of glass (or press in the middle), and it will brake with a single crack. Hard cases do protect from some impacts, but hardly protect from bending/pressure.

delvey

grumbler wrote: »

Well, if CPW really admitted this and you can prove it, just sue them via SCC under SoGA.

However, a 'problem' doesn't mean that they are have to replace it.
They have to repair or replace at their discretion within reasonable time. 4 weeks doesn't look like 'reasonable' to me, so you can demand a temporary 'loan' handset for this time.

You can't be serious. All damages result from 'everyday use'. Put a phone to you tight jeans back pocket and sit on it. Is it supposed to survive?

I said 'bending', not impact. Try to bend a piece of glass (or press in the middle), and it will brake with a single crack. Hard cases do protect from some impacts, but hardly protect from bending/pressure.

Sony admitted it, not CPW and the phone was only a few days old. I would not class sitting on a phone as everyday use, would you?
That would be like saying sitting on your washing machine is everyday use, a ridiculous statement just as yours is

Dreamnine

delvey wrote: »

Sony admitted it, not CPW and the phone was only a few days old. I would not class sitting on a phone as everyday use, would you?
That would be like saying sitting on your washing machine is everyday use, a ridiculous statement just as yours is

I'm unclear as to why you're posting.

The issue has nothing to do with CPW. You can send the phone in to Sony, but it's your word against theirs as to whether the damage is user caused or the screen cracking of itself.

Aren't you insured? That's the first thing I made sure of when I got my Z3 Compact.

grumbler

delvey wrote: »

I would not class sitting on a phone as everyday use, would you?

Many people would class carrying it in the back pocket (that's what I said, stop misquoting me at last) as everyday use, and sooner or later would sit on it accidentally as a result of this 'everyday use'.

The point is that there is no any definition of 'everyday use' and the boundary between 'everyday use' and 'user-inflicted damage' doesn't exist, especially for such fragile items like modern smartphones.

wiogs

delvey wrote: »

Sony admitted it, not CPW and the phone was only a few days old. I would not class sitting on a phone as everyday use, would you?
That would be like saying sitting on your washing machine is everyday use, a ridiculous statement just as yours is

I sit on my phone, as it is carried on my back pocket, everyday.

Never had one break, shatter, crack or suffer because of this everyday use.

delvey

Dreamnine wrote: »

I'm unclear as to why you're posting.

The issue has nothing to do with CPW. You can send the phone in to Sony, but it's your word against theirs as to whether the damage is user caused or the screen cracking of itself.

Aren't you insured? That's the first thing I made sure of when I got my Z3 Compact.

Well for I know the crack could of been there on purchase. Now under the sales of goods act isn't it up to the retailer to prove otherwise?

delvey

grumbler wrote: »

Many people would class carrying it in the back pocket (that's what I said, stop misquoting me at last) as everyday use, and sooner or later would sit on it accidentally as a result of this 'everyday use'.

The point is that there is no any definition of 'everyday use' and the boundary between 'everyday use' and 'user-inflicted damage' doesn't exist, especially for such fragile items like modern smartphones.

Accidently is the key word. Nobody normal would deliberately cause damage to there personal belongings. As I said, carrying in your back pocket is an everyday occurance, but applying a force of 700 newton's to your phone is not