sony xperia z cracked sreen

[Anonymous]

i looked at my phone for a text and literally put phone in pocket and few minutes later pulled it out to a crack on screen and top half of phone no touch sensor, how do i go about getting this sorted out?

[MI5]

Maybe Toby can feedback to the repairs team ??

[perksie]

Just my guess but I think they would need an official directive from Sony before doing these repairs free as Sony would have to pay O2 for doing them.

[MI5]

I'd guess you'd be right also.....

[Anonymous]

Same problem here, mine went pig on Saturday 14th December. Had a call earlier to say that there would be a charge of £237.56 to fix it so I rang O2 and surprise, surprise they've never heard of the problem. I now have to wait for the phone to come back so I can send it to Sony.

To be honest, even if it gets fixed I won't get another Sony phone and I sure as hell won't stay with O2. I don't appreciate being lied to or being charged for something that is clearly not my fault. I will strongly advise my family, friends and customers to avoid both like the plague.

[jonsie]

Just love O2's 'repairers'! **bleep** Turpin? They bring a whole new meaning to highway robbery?

[Anonymous]

I have also had this problem and o2 are refusing to fix it even though the phone is only 2 months old and o2 a refusing to repair it and calling it physical damage. When will they realise that this is a real problem and actually fix it, clearly Which, BBC watchdog and the dutch regulatory authorities all recognise this problem so why will the phone companies not?

[MI5]

Have you contacted Sony directly as advised on the watchdog programme?

[Anonymous]

I have the same problem. Xperia Z2 cracked screen when only 3 weeks old.  Pity because it was a brilliant phone. Screen cracking is crazed and all over the screen, not spreading out from one spot. I had not dropped the phone or damaged it. Shop manager accepted that there is no sign of impact damage, but refused to agree to repair or replace the phone. He also said that if it is sent to O2 for repair I would be accepting responsibility for the cost of repairs, and therefore accepting responsibility for the defect in the phone. I refused. I contacted customer service who were a bit more open-minded and said send it for assessment, but the repair centre refused to accept that the phone is defective. As you can't talk to the repair centre, you can't find out if they can explain the cracking. 

Like all other customers of O2, my contract is with O2 not Sony. O2 has the same obligations as any other retailer who supplies defective goods - repair or replace.  There seems to be a company policy of refusing to repair or replace defective phones where the screen has cracked, and to blame the customer even if O2 can't explain how the screen might have cracked and can find no evidence of impact damage.  

[MI5]

Your only redress is to go back to Sony as advised above.
No retailer is going to repair screen damage FOC regardless of evidence of damage or not.
The goods aren't faulty, they are damaged (distinction) regardless of how that "damage" has occurred......

[Anonymous]

There are anumber of examples of, for example, spotaneous cracking of glass, and a number of possible explanations, eg the glass is too thin for the use to which it is put, or it is held so tight that it cannot stand expansion and contraction, and cracks as a result. If this sort of thing has occurred it would be a design fault or a manufacturing fault.  Cracking of glass on a phone, if caused by a design or manufacturing fault, is a defect. The cracking is the consequence of that defect. You cannot say that just because it has cracked that is "damage" and somehow excuse the supplier of the phone. If the windscreen on a 3 week old car had cracked without any impact damage (eg the car had been in a garage for the 3 weeks) would you say that, nevertheles, the supplier of the car would be able to refuse to repair or replace the windscreen?