My nightmare experience with Sony Xperia Z1 Compact - Self cracking screen

Scouser89

Right off the assembly line
Hate to start my first thread on the forum with an issue but I really need advice on this. This is an issue I faced with my Sony Xperia Z1 Compact. Might be a bit long so bear with me.

The phone worked well for the first 3 months. Then one day, completely out of the blue, the phone developed a hairline crack on the display from the inside while lying on my work desk. It didn't fall and there wasn't any pressure put on it. I submitted it to the SVC under Sony ADP (Accidental Damage Policy) for replacement.

In the mean time, I started looking up this issue of self cracking screens on the web. A quick search at first and an in-depth scouring later, I realized that this problem is being faced by many Xperia Z series users across the world. The worst part is, Sony hasn't done much to rectify the issue from their side except replacing some phones here and there and disregarding many of them as damaged by user.

Here's my understanding of the issue - The outer frame is aluminium and the display is glass. Now since these phones are waterproof, all the ports are closed and that affects the ventilation of the internal components. So when the phone heats up, the aluminium can take the temperature rise and expands but the glass doesn't. As a result, it cracks from inside (mostly a hairline crack at first which keeps spreading across the display).

I submitted the phone on August 20th and got it back yesterday, replaced fully free of cost. However, I have lost faith in the phone since this issue is bound the surface again. Going back to the research, people who have got their phone screens replaced have faced the same issue again after 3-4 months.

Now there are two options. One, I decide to overlook the issue and hope that this was a one off. Alternatively, I should cut my losses (the damn thing cost 34k and wouldn't sell for more than 16-18k now) and move on.

Have any other forum members faced this issue? And what do you guys suggest I should do?
 

ithehappy

Human Spambot
If you like the phone keep it, simple. But as you already know that issue might happen again.
This is why I always love Sony phones, but never buy them. Never understood the point of putting glass on phones, and never will!
There's a reason why Nokia uses polycarbonate, and Samsung uses plastic.
 

srkmish

Ambassador of Buzz
In the world of android smartphones, where a phone is easily outdated in 6 months by its next version, i think that manufacturers would hardly care about design flaws and all. Everyone is in the business of making money and ****ing customer loyalty. Its a miracle they replaced your phone free of cost. I have heard horror stories about Sony charging 20k for screen replacement of Xperia z phone.
 

dashing.sujay

Moving
Staff member
Really sad to know your experience as i loved this phone to the core, and was eyeing on Z3 C.

One of my relatives has got the Z1 C, but she didn't face this issue probably as she is a very light user limited to candy crush, thus no heat generated. But that's when your theory applies.
 

rish1

Cyborg Agent
I submitted it to the SVC under Sony ADP (Accidental Damage Policy) for replacement.

sorry to hear about your case .. design flaws aren't generally tackled by companies since the lifetime of the product is very small..

same thing happened with my hp laptop, but i am still fully satisfied with value for money device i got .. the customer ends up paying for it , in your case you were lucky that they replaced it for free .. i was wondering how did you get accidental damage protection on a phone ? did it come with xperia Z1 c as a special promotion ?

what you can do is keep the device till it is in warranty and later sell it off ... even if you sell it after 6 months you would still be able to get 15k out of it.. i won't recommend to keep it for a even a single day if it is out of warranty..
 
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dashing.sujay

Moving
Staff member
^ sony was providing accidental protection on all flagship phones bought till this july. It has been stopped now.
 
OP
S

Scouser89

Right off the assembly line
If you like the phone keep it, simple. But as you already know that issue might happen again.
This is why I always love Sony phones, but never buy them. Never understood the point of putting glass on phones, and never will!
There's a reason why Nokia uses polycarbonate, and Samsung uses plastic.

True. I switched from using a 1900 bucks phone in Samsung Hero to this. Yeah, the transition was extreme. And only now do I fully understand that a phone being waterproof is really a disaster waiting to happen.

In the world of android smartphones, where a phone is easily outdated in 6 months by its next version, i think that manufacturers would hardly care about design flaws and all. Everyone is in the business of making money and ****ing customer loyalty. Its a miracle they replaced your phone free of cost. I have heard horror stories about Sony charging 20k for screen replacement of Xperia z phone.

When I confronted the lady at the SVC, she wasn't ready to take the complaint with the true reason that the screen cracked by itself. I was forced to make a fake story for it to be submitted for assessment. It is only later that I realized that I've shot myself in the foot and they've got what they wanted. To make it right, I pestered Sony India on Facebook and I guess that sped up the matter.

Really sad to know your experience as i loved this phone to the core, and was eyeing on Z3 C.

One of my relatives has got the Z1 C, but she didn't face this issue probably as she is a very light user limited to candy crush, thus no heat generated. But that's when your theory applies.

I loved the specs and pocketability of z1c when I bought it, and I still do. But the caveat is so big now that I dare not touch the phone. I 've read that Z2 is facing the same problem so the possibility of it showing up on Z3 and Z3c are high. Tread that path with caution.

sorry to hear about your case .. design flaws aren't generally tackled by companies since the lifetime of the product is very small..

same thing happened with my hp laptop, but i am still fully satisfied with value for money device i got .. the customer ends up paying for it , in your case you were lucky that they replaced it for free .. i was wondering how did you get accidental damage protection on a phone ? did it come with xperia Z1 c as a special promotion ?

what you can do is keep the device till it is in warranty and later sell it off ... even if you sell it after 6 months you would still be able to get 15k out of it.. i won't recommend to keep it for a even a single day if it is out of warranty..

Thanks for the opinion. The phone is lying in front of me as I write this but I am literally petrified to insert the sim and start using it again.
 

ithehappy

Human Spambot
Hmm, putting a protective case will do nothing I suppose? I mean can it prevent the aluminium from expanding?
 

Gollum

Collector
Hate to start my first thread on the forum with an issue but I really need advice on this. This is an issue I faced with my Sony Xperia Z1 Compact. Might be a bit long so bear with me.

The phone worked well for the first 3 months. Then one day, completely out of the blue, the phone developed a hairline crack on the display from the inside while lying on my work desk. It didn't fall and there wasn't any pressure put on it. I submitted it to the SVC under Sony ADP (Accidental Damage Policy) for replacement.

In the mean time, I started looking up this issue of self cracking screens on the web. A quick search at first and an in-depth scouring later, I realized that this problem is being faced by many Xperia Z series users across the world. The worst part is, Sony hasn't done much to rectify the issue from their side except replacing some phones here and there and disregarding many of them as damaged by user.

Here's my understanding of the issue - The outer frame is aluminium and the display is glass. Now since these phones are waterproof, all the ports are closed and that affects the ventilation of the internal components. So when the phone heats up, the aluminium can take the temperature rise and expands but the glass doesn't. As a result, it cracks from inside (mostly a hairline crack at first which keeps spreading across the display).

I submitted the phone on August 20th and got it back yesterday, replaced fully free of cost. However, I have lost faith in the phone since this issue is bound the surface again. Going back to the research, people who have got their phone screens replaced have faced the same issue again after 3-4 months.

Now there are two options. One, I decide to overlook the issue and hope that this was a one off. Alternatively, I should cut my losses (the damn thing cost 34k and wouldn't sell for more than 16-18k now) and move on.

Have any other forum members faced this issue? And what do you guys suggest I should do?

Sell it OLX
 

Ronnie11

Judgement Time!!
In the world of android smartphones, where a phone is easily outdated in 6 months by its next version, i think that manufacturers would hardly care about design flaws and all. Everyone is in the business of making money and ****ing customer loyalty. Its a miracle they replaced your phone free of cost. I have heard horror stories about Sony charging 20k for screen replacement of Xperia z phone.
Absolutely. My sony xperia SL's Top half screen is dead. Since it was out of warranty, i went to the service centre to inquire. They quoted 16500/- to replace my screen. Can only imagine how much they will charge XZ users
 

kkn13

Cyber Genius FTW
Hate to start my first thread on the forum with an issue but I really need advice on this. This is an issue I faced with my Sony Xperia Z1 Compact. Might be a bit long so bear with me.

The phone worked well for the first 3 months. Then one day, completely out of the blue, the phone developed a hairline crack on the display from the inside while lying on my work desk. It didn't fall and there wasn't any pressure put on it. I submitted it to the SVC under Sony ADP (Accidental Damage Policy) for replacement.

In the mean time, I started looking up this issue of self cracking screens on the web. A quick search at first and an in-depth scouring later, I realized that this problem is being faced by many Xperia Z series users across the world. The worst part is, Sony hasn't done much to rectify the issue from their side except replacing some phones here and there and disregarding many of them as damaged by user.

Here's my understanding of the issue - The outer frame is aluminium and the display is glass. Now since these phones are waterproof, all the ports are closed and that affects the ventilation of the internal components. So when the phone heats up, the aluminium can take the temperature rise and expands but the glass doesn't. As a result, it cracks from inside (mostly a hairline crack at first which keeps spreading across the display).

I submitted the phone on August 20th and got it back yesterday, replaced fully free of cost. However, I have lost faith in the phone since this issue is bound the surface again. Going back to the research, people who have got their phone screens replaced have faced the same issue again after 3-4 months.

Now there are two options. One, I decide to overlook the issue and hope that this was a one off. Alternatively, I should cut my losses (the damn thing cost 34k and wouldn't sell for more than 16-18k now) and move on.

Have any other forum members faced this issue? And what do you guys suggest I should do?

looks like sony is going down in portable device screens
Three Design Faults of the Vita that Sony Refuse to Recognise. - Wololo.net
i suggest you buy additional warranty and if it happens again,fire off an email to them demanding a full refund
 
OP
S

Scouser89

Right off the assembly line
Alright fellas. After a lot of introspection, I have decided that I am not going to take this lying down.

In this age of consumerism, I will be a fool if I let this issue slip by. The smartphone is faulty due to manufacturing defect on Sony's end so why should I bear the brunt for it? I spent a premium in buying it and I am not going to let my hard earned income go down the drain.

Have mailed Sony today requesting for a full refund. Will also mail a physical letter within this week. And if the response isn't favorable, I will register a complaint in the consumer court. Let's see how it pans out..
 
OP
S

Scouser89

Right off the assembly line
Hmm, putting a protective case will do nothing I suppose? I mean can it prevent the aluminium from expanding?

I highly doubt. I had kept it inside a Rock Excel Flip Cover and a Capdase back cover, both a snug fit. This crack appeared despite of that.
 

Ayuclack

http://qwich.in
I have the Exact same issue on my Xperia Z ultra ,Got it Replaced once under ADP now it got cracked again , No Physical abuse and Sony Is Asking for 15k to replace my phone.
I just kept is aside and never buying Sony Again !!
 

kkn13

Cyber Genius FTW
Alright fellas. After a lot of introspection, I have decided that I am not going to take this lying down.

In this age of consumerism, I will be a fool if I let this issue slip by. The smartphone is faulty due to manufacturing defect on Sony's end so why should I bear the brunt for it? I spent a premium in buying it and I am not going to let my hard earned income go down the drain.

Have mailed Sony today requesting for a full refund. Will also mail a physical letter within this week. And if the response isn't favorable, I will register a complaint in the consumer court. Let's see how it pans out..

I have the Exact same issue on my Xperia Z ultra ,Got it Replaced once under ADP now it got cracked again , No Physical abuse and Sony Is Asking for 15k to replace my phone.
I just kept is aside and never buying Sony Again !!

try going through akosha,its Rs400 and they fight your case for you,if you lose they refund the Rs400
they contact the heads of the company to get you help

akosha.com
 
OP
S

Scouser89

Right off the assembly line
I support you ! these manufacture can now eat my sh!t.

Thanks man. I am hoping that the consumer wins..


try going through akosha,its Rs400 and they fight your case for you,if you lose they refund the Rs400
they contact the heads of the company to get you help

akosha.com

I am supposed to get a call from Sony in the next 24 hours so will have better clarity on what needs to be done after that. Thanks for the info though, could be really helpful.

I have the Exact same issue on my Xperia Z ultra ,Got it Replaced once under ADP now it got cracked again , No Physical abuse and Sony Is Asking for 15k to replace my phone.
I just kept is aside and never buying Sony Again !!

That's a bummer man. And I can understand why as it just isn't worth the time and effort. But this was my first smartphone (and a high end one) and I can't overlook the bad experience and let it go. Let the companies be answerable when they need to be.
 
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