topic Re: Self cracking front glass on Xperia Z5 Compact in Z Series

Self cracking front glass on Xperia Z5 Compact

hnrk — Sun, 11 Oct 2015 12:20:28 GMT

So, my Xperia Z5 Compact front screen cracked by itself while resting in my hand. The touch screen below the crack doesn't work, and the part immediately above is flimsy (e.g. triple-taps by itself).

Re: Self cracking front glass on Xperia Z5 Compact

Thommo — Sun, 11 Oct 2015 13:38:47 GMT

Sorry to hear this but you would need to either return your device to the place of purchase or contact Xperia care and have your device inspected http://www.sonymobile.com/global-en/support/contact-us/

Re: Self cracking front glass on Xperia Z5 Compact

EHo — Sun, 11 Oct 2015 13:47:31 GMT

How did it happen?

Re: Self cracking front glass on Xperia Z5 Compact

hnrk — Sun, 11 Oct 2015 13:56:14 GMT

@EHo wrote:
How did it happen?

It just happened by itself. No impact, no fall, nothing. Pretty weird.

Re: Self cracking front glass on Xperia Z5 Compact

EHo — Sun, 11 Oct 2015 14:10:59 GMT

Did you bend it?

Re: Self cracking front glass on Xperia Z5 Compact

hnrk — Sun, 11 Oct 2015 14:22:20 GMT

@EHo wrote:
Did you bend it?

Nope, as I said it was just resting in my hand. I had just been on a phone call, and was about to type a message when I heard a tiny cracking sound. The screen cracked without me even touching it.

Re: Self cracking front glass on Xperia Z5 Compact

EHo — Sun, 11 Oct 2015 14:57:23 GMT

Impressive

Re: Self cracking front glass on Xperia Z5 Compact

tudork — Sun, 11 Oct 2015 15:30:47 GMT

Yep, here we go. It's starting. That's how the back of my z3 compact cracked. It was in my hand, I was writing a message.

Re: Self cracking front glass on Xperia Z5 Compact

pjm1891 — Sun, 11 Oct 2015 18:58:34 GMT

Here we go again Xperia Z series that are self cracking. Really thought this would be fixed by now. My sisters Z3 had its back crack in her hand as well. Makes me doubt if I want this phone.

Re: Self cracking front glass on Xperia Z5 Compact

Proday83 — Sun, 11 Oct 2015 19:59:51 GMT

Terrable!! Hope that you will get a new device!

Re: Self cracking front glass on Xperia Z5 Compact

azzido — Sun, 11 Oct 2015 20:24:53 GMT

Had so many Zs and to be honest none cracked to me. Hope it will never does. Fingers crossed.
Maybe it is somehow related to compact version only? Or differences in temperature?
I did not have Compact.

Re: Self cracking front glass on Xperia Z5 Compact

tudork — Mon, 12 Oct 2015 06:15:54 GMT

There definitely was no difference in temperature in my case. No rational explanation for it, just spontaneous crack. I really hope my z5 compact will not go through the same experience.

Re: Self cracking front glass on Xperia Z5 Compact

hnrk — Mon, 26 Oct 2015 11:10:15 GMT

So, Sony Support doesn't believe me. They're basically saying that I'm lying and that I cracked the screen myself somehow.

And they're demanding a lot of money to fix the screen: 1987 NOK (238 USD). Or I can pay 500 NOK to get the phone back unfixed.

This is just terrible, Sony.

Re: Self cracking front glass on Xperia Z5 Compact

hnrk — Mon, 02 Nov 2015 08:04:24 GMT

Fun thing just happened. I got the phone back and I didn't have to pay, even though I agreed to paying (and Sony Support were unable to help). Very nice.

Re: Self cracking front glass on Xperia Z5 Compact

Rickard — Wed, 04 Nov 2015 08:22:57 GMT

I'm very glad to hear that they were able to fix the phone without cost for you

Re: Self cracking front glass on Xperia Z5 Compact

patriciafoure — Sat, 07 Nov 2015 16:13:50 GMT

I got the same problem, while playing a tiny 2D game, the back of my Z5 compact cracked itself. Just shoked since I had it for only 3 weeks now.. I send it to Xperia Care, hope I won't have to pay either !

Re: Self cracking front glass on Xperia Z5 Compact

TMc1908 — Mon, 16 Nov 2015 18:22:45 GMT

Mine has cracked in almost the exact same place as the original poster. One single clean crack from mid left to bottom right side. I'll upload a photo shortly, it is almost a carbon copy of the original poster's image. Was watching a jiu jitsu video on youtube, phone felt a little warm but nothing dramatic an then it popped right in front of my eyes?! I only contacted support on Saturday evening aswell as my camera button wasn't working either!

Flagship device with flagship cost and yet it appears to be completely flawed. First Sony handset and quite possibly my last!

There is zero chance I am wearing any blame for this as i have only had the handset for 5 weeks and have taken care of it. Never dropped, got wet, or been exposed to any sort of tough environment, just my hand, my pocket and my bedside table. Who is best to contact? The retailer or Sony?

Thanks

Terry

Re: Self cracking front glass on Xperia Z5 Compact

Pat2009 — Tue, 17 Nov 2015 14:59:03 GMT

I have had the same problem, only the hairline crack on my phone is the full length of the screen, rendering the phone completly unresponsive. I have had the phone only one month and it has never been dropped or abused, I have been in contact with sony but to little joy so far.

This is my first sony phone and probably my last.

Re: Self cracking front glass on Xperia Z5 Compact

TMc1908 — Wed, 18 Nov 2015 17:40:30 GMT

I've got a bit of a problem really at this point...Sony have raised a repair ticket for me to send my phone in, but it states that I need to remove my screen lock and the Google account before sending...the fingerprint reader which has always been a bit tempremental, misread my fingerprint 5 times and put it into the password request screen.

Problem is, I can't enter my password (even though I know it) as the screen is cracked rendering most of the letters unselectable. I bought a USB OTG adapter, hoping to plug a USB keyboard in, so that I could enter my password, only to discover that Sony, in order to waterproof the phone but leave USB port uncovered, have turned the voltage off to the port and as such, you need to be able to access the settings menu to search for USB devices, in order for keyboard/mouse to work (nice one Sony!).

Then I thought, i'll access it via ADB on my PC as I had USB Debugging enabled...no such luck, need to unlock the phone, so you can accept the RSA certificate before you can authorise the PC server hosting ADB to have access to the phone!

So i'm stuck at this point! Suppose i'll just have to send the phone in and see what happens, unless anyone has any bright ideas?

Thanks

Terry

Re: Self cracking front glass on Xperia Z5 Compact

Rickard — Fri, 20 Nov 2015 09:57:44 GMT

@TMc1908

Sorry to hear that.

Please restart (or force a shutdown using the off button) while having the mouse/keyboard connected with the OTG-cable and start the phone. It will detect USB devices automatically during boot.