front and back cracked - less than 30days

[SONYsaint]

I've never cracked a screen. I've gone without cases many-o-time.
I'm not rugged with my phones, but would have bought the case, had there been ANY available at this huge mega-store where it was purchased... and I've looked from CA to CO. They're not available in any stores, anywhere. Only 3rdparty websites, I'm told.
SO barely 3 weeks of owning this XZ Premium, it cracks... badly. Nothing extreme or violent happened.. Let me explain how fragile this phone is/was. (and I'm hoping mine was a fluke in production or something, it's silly, but trust me i'm not laughing) 
I stood up from my chair,
phone in shirt pocket. I reached down to get my keys from the desk. The phone fell out of my pocket, and fell (let's say 15 inches) back on to the desk.  It fell on a cup coaster, on it's back. In fact, right where the power button bevel is... it shattered the back glass.
I couldn't believe my eyes. THEN I turned the phone around.
Front screen cracked as well. 
My heart stuttered. 
Barely a week after the store's 14 day return policy. 
How can such a costly machine be so fragile?
Now, a week later, the topside of front glass in unresponsive. It doesn't seem fair that with a phone less that 30 days old, that I will have to come out of pocket for this.

I was truly wanting to be a happy SONYist. Being the first one (at huge store chain) to buy the unlocked model.. Is there anything SONY will do..? Could do?
#sony
This front/back glass is abnormally sensitive. I haven't even owned it a month.
; / thx

[CameronT]

Hi @SONYsaint, I am very sorry to hear about this

The glass is Gorilla glass so it is very strong, but it is still glass. There's more variables than just the height it was dropped from when it comes to broken glas such as angle, velocity, what it fell on etc. So, while we take every care to make sure our devices are as tough as possible, the glass can still break.

I know how frustrating this must be for you with your brand new phone The best thing I can advise to do is contact your Local support team to arrange a repair assessment. 

[SONYsaint]

Yes, it was about a foot, on a wood desk. Definitely have watched videos on shatter-resistance, and can't believe mine broke.
Contacting local support, (you mean BestBuy?) to see what they'll do? I don't see why having to contact a third-party vendor is the only option, esp in first 30 days. Their option is going to be a $200 co-pay, to have a service that already cost me an additional $175. 
SONY should do right by me.
There are no protective cases, or even glass shields AVAILABLE for retail. If I'm going to have to pay for repair, the cost alone will be almost as much as a competitor's phone (ie: LG SAMS)... this phone is already priced a few hundred above the competition... with it's fragility, and lack of support, and lack of accessories, I am wondering if SONY even wants this little vlogger's business. 
The out of pocket expense looks to be nearly $400, just to get this fixed/replaced.
WHY ON EARTH should my phone cost me a total of almost $1300, and I'm only in the 4th week of owning it??
LG/Apple have never failed so hard, and in the very worst scenarios, have taken their product back. 
The fact that the glass back burns my hand after 4minutes is bad enough.
I am not sure where I'm being burnt the hardest.
I do not want to blog/vlog/publish how i was duped into this Xperia XZ.. the photos re enough to show this wasn't phone abuse, rather a flaw in the glass seam. 
It's about to cost me a much as a used car. Very much not okay with this.

[CameronT · Accepted solution]

BestBuy would be the retailer you purchased it from. Your Local support team will be Sony Mobile for your country, if you click the link you can find their contact details for your country.

Sony do make cases for the Xperia XZ Premium though I don't know what is specifically available in your locale I'm afraid.

In most cases, physical damage isn't covered by warranty so there is likely going to be a fee for the repair, however check with your Local support for more information about your regions warranty and any potential costs.

[najodleglejszy]

as said above, even though the glass used in XZP is fairly tough, there are some spots in every phone that when hit from certain angle will shatter the screen completely. for example, one of such spots is the phone's corner. it seems to me that you were unlucky and your phone landed on such spot. that really and I'm sorry to hear that, and I hope you'll be able to get the panels replaced.

[stanlykubrick]

Dude, you are by far NOT the first one to have this same complaint! Look on every forum in existence and you will find someone crying the blues about how fragile their phone is, and that the OEM should be held responsible.  

Even phones with metal backs still have shattered screens...but those with glass backs can have both sides shattered. I do not currently have insurance but I have had it in the past and it has saved me mucho $$$$$$.

So, lesson learned. All cell phones are fragile, cases are a necessary evil for most people, and insurance is cheaper than having to replace a brand new $$$$$ phone. 

[SONYsaint]

good thing i bought the insurance then kubrick.
replaced via store cred, in fact.
i could get a juice blender and a playstation.
maybe i'll wait til they cool down the batt on that xz, it was sooo hot or improve the external spkr sound, 4goodnesssake it's Sony.. audio is a must. Maybe I'll get it again. it's cool. 
*The vid is amazing. 

[dennisxperiaz]

If you have some kinda home insurance you can claim it even if you damage it yourself.