Phone broke in less than a week, Three not interested

Sassybot

Hi everyone!

First post so forgive me if I'm in the wrong place.
I was hoping to get some info on my partners rights.

A week ago he received delivery of a new Sony as part of a new 24 month contract with Three.

The nature of his job means he must leave his phone in his locker during shifts. Today, despite screen protectors and a protective case, the screen has developed a long crack down it which effects its use.

No idea how it would happen as he pops his phone in his trainers whilst in his locker (can smell break glass :P )

He went straight up to our local Three store and the guy who served him was horrid. Barely looked at the phone, wasn't interested and didn't listen and basically told him to get lost or pay for the cost of the phone to cancel the contract.

My partner isn't great with confrontations so left the store and is now on his way home feeling pretty sorry for himself.

So now he is left with a broken phone for the next 24 months.
Is there anything he/we can do to sort this out? I'm guessing we could contact the manufacturers but given he's literally had it a week I'm wondering if he's protected by any consumer rights.

Thanks in advance x

john1

Looks like could be a problem with Sony Xperia Z phones Does he have this model ?

See Phone screens cracking by themselves? Sounds spooky, but that’s what we’ve heard from some Sony Xperia Z customers. The question is whether Sony’s fixing phones for free under warranty.

Best of luck

Silk

Sassybot wrote: »

No idea how it would happen as he pops his phone in his trainers whilst in his locker (can smell break glass :P )

The problem is proving it was a fault with the phone as in most cases a broken screen is due to abuse etc.
You would need an independent expert who would be prepared to say it was a faulty phone.


There are cases where the screen has cracked due to the phone overheating. If the scenario was the phone was in an enclosed locker and placed in a trainer, it may well be the phone has overheated.
If the phone had been left turned on and constantly searching for a signal inside a metal locker this may be what has caused it. but that's only guess work

grumbler

>> Cracked screen sony compact,common problem

AlbaT5

very common, they crack even when unattended and on their own. Mine cracked when I was sitting on the sofa last week. It lasted 8 months. It's a Z1, I was assured when I bought it that the cracking issues with the z had been cured. Seems they have carried on without fixing it as the same problems have been widely reported for the z1, 2 and 3 and the compact versions of all of these.

Watchdog investigated this last year and SOny issued a phone number for people to phone. Unfortunately all that does is allow them to tell you to send the phone in so they can charge you £130+ for a repair.

Best thing you can do is buy a new phone and cut your losses. I bought a Moto G 4G. Not a patch on the Sony but great value and no reported issues of it breaking itself!

macman

Go direct to Sony under the 12m manufacturer's warranty-what's to lose by trying? Impact damage may show different evidence to a stress fracture.

grumbler

Sony's warranty is 24 months, not 12.

If you, say, sit on a phone or bend it in a pocket, it will be a 'stress fracture' as you call it, not an impact fracture, but won't be covered.

macman

Unless, as I mentioned, its a known fault on this model. My point was, there's nothing to lose by asking. If 'no', then a 3rd party repair will probably be the cheapest route (although it may invalidate the remaining warranty).