Dear Ozbargainers,
Bought a Sony Xperia Z2 from the Telstra deal posted here back in May/June. Within 3 weeks, found the back panel cracked with NO impact (used by my wife…), and only subjected to everyday use. We own many phones… wife was changing from the Samsung Galaxy Note 3 to the Sony because of the camera (the shutter lag with kids, and also wanted water proof camera). I also own a Sony Xperia Z1 (the MSY deal last year)… in fact, we have bought about 3-4 phones in the last 2 years alone (no thanks to Ozbargain! :/ )
Searched online and noted that many people are also complaining of spontaneous cracks with the Z1 and then seems to also have cases of the Z2 having the same. Called Sony - told to send to FoneBiz for assessment. Then called FoneBiz - told their agreement with Sony is that all back panel cracks are not assessed for user damage, it is just not covered under any circumstances, and to call Sony back if I want them to cover. Called Sony and told I will be passed on to a case manager (1 week ago!!). Didn't hear back, so I called today and spoke to Sam (supposedly the manager of service, above case managers) —- told that there is NO way the back panel can crack without some kind of physical stress or impact. I stated that it was subjected to no more than every day use forces —- and we are not phone-naive having used so many (>10), NONE with cracks. He was adamant, so I told him to leave my distaste after having owned so many Sony products.
Question:
Why didn't Sony tell me that it is not covered in the first place? FoneBiz charges $35 for assessment fee if I do not accept their quote. Sony should pay for this if I decide not to repair it, as they already knew it is not covered but told me to send it in for assessment anyway!
Sony is not acknowledging what appears to be reported by many others… any Ozbargainers with the same problem? Anyone tried ACCC - it was so new, and it cracked with no apparent reason. It will be hard to prove that there is no user-induced damage though… Should I try ACCC?
Really feel that Sony's attitude makes it hard to ever recommend their products again. One other product we own —- the sony ereader PRS 650 took nearly six months for service after owning it for 3 weeks —- and it required a "special hard reset" method (which the service centre refused to tell us how, and also refused to tell us why it happened in the first place!), but at least they did cover it… Depreciation cost is greater than any warranty prices though… this case has also dragged on for some time.
I have dropped and sat on my Xperia z a few times, no cracks on mine yet. I think it helps to have a screen protector on the back panel also and a cheapo case from eBay.
It's very similar to the iPhone 4 issue with the glass cracking, I ended up calling and calling until Apple decided to replace it, just keep being persistent and call them up everyday.