Spontaneous Crack in screen with out physical damage.

Question

I am very discouraged to even post in this forum in the first place but none the less. Here is my situation. I purchased my Sony Xperia from a Tmobile retailer. The phone has been amazing and up until this point ive had no problems. I always have my phone in my pocket. if not its in my purse or on the charger. Today after leaving work , i retrieved my phone from my pocket to realize there was a crack in the screen. My first reaction was disbelief. How can you crack a screen with out dropping it, throwing it or inducing physcial harm to it? . My second reaction was even more disbelief. The crack is internal. If you run your fingers across the screen you can feel no crack its literally inside the phone. It looks like a peice of hair stuck on my phone. Here is my concern. I went to my local tmobile retailer who suggested since i had insurance to pay $175 deductible and then $50 for a loaner phone while my phone is fixed. Now if i would of damaged myself i would of payed this money . But i didnt damage my phone and im a single mother with bills i cant honestly be expected to dish out this type of money for an obvious defect. Then they told me to contact Sony, which i have since done and I wasnt very encouraged by the phone call. The Representive kind of gave me round about answers like . " I cant say its a known issue, but i can say were having some trouble".  Or when i asked if it could be covered under warranty. I cant say we have to make sure you havent caused any physical damage to cause the problem.  So in other words I have to pay to ship the phone back to sony , i will be with out a phone for up to 14 days for a "possibility" of them maybe covering it under warranty.  Further more, how can you say its not a known issue, I've done my fair share of research and this is obviously a common problem with this phone and its predecessing versions. So Please Sony, could you enlighten me . What are the chances that you will honor your warranty, or at least look into this issue with integrity , because from what i can see is there is alot of blame being put on the consumer. What happen to belief in the customer or customer satisfaction. I really do love this phone but i am very dissapointed at being put in this situation.

Answer 1

I'm in the same situation left without a solution. My front panel just cracked by itself in my pocket. And the crack was also inside, so it was obvious that it wasn't caused by physical impact. I sent it to repair center, but of course they gave standard answer: "The damage is caused by a physical impact". But when I asked them to prove that, they didn't answer anything. And when I showed them links about the same problem which many users are confronted, they just gave me the same standard answer. For a repair they asked me $ 271. I unquestionably refused to pay $ 271 for a already $ 1000 premium phone for which damage I'm not responsible for. So they sent the phone back to my mobile operator from where I bought the phone. The phone operator also refused to meet me although I've been their client for a long time and bought 2 phones from them. Then I sent an official letter to the operator also giving them examples of other users. In the end they gave me some weird answers and didn't mention anything about the examples of other users. But, hey, they were willing to pay me $ 7.5 for moral damages. $ 7.5 for a 1000 phone for which I would have to pay another $ 271 for repair. It is laughing over the customer. Them I sent an official letter to customer protection agency and they basically gave me the same answer as my phone operator. Then I asked the expert to say something about the damage, but all tehy could tell me was that they can't prove anything. All this has lasted already about 6 months. And I can't use the phone properly because the front panel acts as a touch panel. So much of the Sony's over $ 1000 premium phone and excellent customer support. Back in the old days Sony was known for their quality products but not any more.