Sony India — Sony demanding repair charges during the warranty period

Address:

Bangalore, Karnataka

I own a Sony Xperia Z1 compact mobile, which I purchased on 29th July, 2014, and around 11th April, 2015, I started to face touch screen problem in the middle region of my mobile. The issue was very strange as at times the phone would start typing on its own on security pin screen. It was at the same time I noticed that the lower part of the front screen of my mobile had a hairline crack - this was strange as my phone did not have any fall or any impact that would result in an internal hairline crack with no impact on the exterior of the screen. I took my mobile to the authorized Sony service center in Koramanagala (Vigneshwar Services) on 16th April, 2015 and on 23th April, 2015 I was provided an estimate bill of Rs. 6000/-. When I escalated the case by writing to "services.[protected]@ap.sony.com", after multiple call and email exchanges, I was provided the "management" response on the Sony letter head stating that "the display was broken and needs to be replaced for satisfactory working of the set and the service estimate for the faulty part is Rs. 6007/-." I declined approve the amount for my repair, as my phone is within the warranty period. On further research I find that similar issues have been reported for the same model across the globe; http://conversation.which.co.uk/technology/sony-xperia-z-cracking-phone-screen-r...⇄ Also, please go through the spec of Sony Xperia Z1 Compact on the below website, where it clearly says that the display is shatterproof; http://www.gsmarena.com/sony_xperia_z1_compact-5753.php Firstly, since the Spec claims that the glass is shatterproof, the crack on my mobile does not void the warranty. Secondly, since the hairline crack on my mobile has appeared under "mysterious" circumstances and not a result of any fall or human error on my part, I decline paying any repair cost for my mobile. Thirdly, I should not be penalized for the faulty design issue for this model of Sony mobile. Mine is not the only case wherein such cracks have developed. In UK, Sony has already confirmed this issue and agreed to replace the faulty units free of cost. Please read the link below and watch the video as well. http://www.xperiablog.net/2014/05/30/bbcs-watchdog-investigates-xperia-z1-cracki...⇄ If in UK, this issue has been owned up by Sony company, should the same not be done in India, as ultimately it is Sony and region should not be a bar for taking such decisions especially in case of design flaws. Not only in UK, the below link would tell that such issue is experienced by Sony users in India as well; http://www.digit.in/forum/mobiles-tablets/186827-my-nightmare-experience-sony-xp...⇄