Shattered Xperia Z Ultra back-glass

Question

Dear Sony Support Team,It is of extreme discomfort that I write to you regarding the first ever serious complaint I have faced in the last 12 years of my connection with the Brand. I recently bought Sony Xperia Z Ultra with the IMEI number 357656050195500. It has hardly been a month since I procured it, and was enjoying the unmatched features and functions it offers. Until yesterday. I took the phone out of my pocket as it rang yesterday, the back of the phone hit my steel-strapped watch and shattered / cracked. That is not the end of it. Exactly where it hit the watch, I have also got a tiny spot on the beautiful display. Trust me, there was NO Fall whatsoever, no other hit whatsoever either. It just hit the corner of the watch, conservatively. I have been upset ever since, and I can tell you it is extremely disappointing, especially as Sony would not stop raving over how the glass is unbreakable / shatter-proof. I take the blame for the cell phone hitting the watch (the back of the phone), but such a mild hit would do this to the phone? I have 17 Sony phones today with my office staff, and am extremely happy till now. How can you help me with solving this issue, as well as retaining me as a customer, especially when I have bought the phone for 46,000/-, which isn't cheap by any means of imagination. I am not saying that just because it is expensive, you should help me. I am trying to present my case in the most truthful manner possible. In me, you have a Sony Mobile loyalist, and I hope you help me out with replacement of the back glass (and the display spot issue please). Looking forward to your reply.

Answer 1

Same problems. I leaned against my car with the phone in my pocket and it cracked though the bottom glass, and then later the top glass showed the same problem and ceased responding.  As frustrating as this was the help-line was far worse. The people who answer seemed far better trained in redirecting complaints and avoiding the caller than they are in offering information. The answer I was given ad nauseum was "It is a $40 fee to mail the phone in and inspect it. This is an inspection fee and does not cover any repair cost". No one wanted to hear the problem and getting an idea of how much the repair would cost seemed forbidden.  This seems like an unexpected and unrelated response on my part, but I was in the process of deciding what system to buy; Xbox One or PS4. The PS4 at the time was getting better reviews, however my live account was with Xbox 360. After trying in vain to get information on fixing my phone (a phone I loved) I bought a Xbox One. The way Sony's support staff treated me and avoided talking to me (nearly 2 hours on hold between 3 phone calls) I simply felt it was not a company that would be dependable in the future if I had any further problems. I had already thrown $400 dollars away on one of their products, I was unwilling to double down knowing how their staff would treat my future concerns.