Just wanted to share my experience. I've been reading these and the xda-developers forum a lot recently.
I received my Z1 Compact a few weeks ago and was extremely happy with it. All the review were right, it's an excellent phone.
One morning I found a fairly deep scratch on the front. I emailed Sony - conversation below.
Summary: Sony support have had official communication that removing the ASF does not void the warranty.
TO:SONY
Dear Sir/Madam,
I received my Z1 Compact on the 24 of February from Clove Technology.
On 9th March, I discovered a deep scratch on the screen. I have no idea how this has occurred since I have only had it in my pocket or on a desk and it has not been dropped. It has not come close to anything sharp enough to cause such a scratch.
After owning an iPhone for over three years and never having a scratch, I find it unbelievable that after two weeks of owning a phone that cost me £400, I now have an ugly scratch that spoils the whole premium look that I bought the phone for. I was under the impression that the front glass was made from durable tempered glass, like that of the iPhone. This scratch shows that isn't true and has not performed as advertised. If I had known it was of poor quality, I would have used a screen protector. Even though it would spoil the look and feel, at least I would be able to replace it when scratches appeared.
I am very disappointed in Sony. The Sale of Goods Act 1979 makes it an implied term of the contract that goods be as described, of satisfactory quality and fit for purpose. As you are in breach of contract I am entitled to have the phone repaired or replaced and I would request that you confirm that you will do this within the next seven days.
I also require you to confirm whether you will arrange for the phone to be collected or will reimburse me for the cost of returning it. I am in London, so I can deliver it to you if convenient.
I look forward to receiving your satisfactory proposals for settlement of my claim within seven days of the date of this letter.
Yours faithfully,
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FROM: SONY
Dear ****,
Thank you for contacting the Sony Xperia support centre.
We are very sorry to hear of the issues that you have been experiencing with your Sony Xperia Z1 Compact having a scratch on the display.
All of our handsets have a 24 month repair warranty in place on them which covers them for any faults that occur due to a mnaufacturing fault. Therefore, we will repair it under warranty if the fault with the phone is due to a manufacturing fault. However, as the damaged that you have described is described as cosmetic damage, it is likely that this would be a chargeable repair.
With regards to the Sales of Goods Act 1979, this is legislation that refers to the point of sale. Therefore, as Sony Xperia are the manufacturer of the handset, not the sellers, this is something that you would have to take up with your point of sale.
However, if you are unhappy with the appearance of the scratch, we would advise that all of our handsets do have an anti-shatter proof film on their displays, this is likely to be where the scratch is on your handset. This is removable and does not affect your warranty if you take this off. However, this may affect the durability of the handset's display.
I hope that this helps.
Kind Regards,
***** Hunter
Sony Xperia UK Customer Services
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TO:SONY
Hi *****,
Thank you for your prompt response.
I was not aware of the anti-shatter film, that is useful to know. Please could you confirm that your email will be sufficient evidence incase I need to take up the warranty and I am refused due to the removal of the film?
I will replace the film with a suitable alternative to protect the screen from scratches and shattering.
Looking into the anti-shatter film, it seems this is not an unusual problem and has been a long held complaint against most Sony phones. The fact that the new Z2 model will not have the film shows Sony are aware of the problem and have finally listened. It seems counter intuitive to use a durable glass screen but stick a non scratch-resistant film on top. At least you offer the option of removing the film, though your users seem confused about voiding the warranty - even on your own forums. This is why I'd like to confirm that your email can serve as proof, in my case.
Also, could you confirm if there is a similar film on the back of the phone?
Kind regards,
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FROM: SONY
Dear ****,
Thank you for contacting the Sony Xperia support centre.
Thank you for your swift reply.
I can not see any reason as to why you would be rejected from repair because of removing the shatterproof film from your Sony Xperia Z1 Compact but you are more than welcome to use this email as evidence if you wish to do so if you are infact rejected.
There was some confusion surrounding this until last month when we all at the contact centre received an email stating that it will NOT void warranty removing the film however if the customer wishes to have it put back on it is not a warranty repair and they will be charged for it.
We hope this clears things up for you.
Kind Regards,
**** Glister
Sony Xperia UK Customer Services
