Policy not client orientated

My Xperia Z3 screen cracked without any immediate obvious reason. After reading a bit, I came to realise that there seems to be a screen defect on all Z models. I send it in for repairs as other service providers do look at this problem as real. Even when dropped they still make allowance for free repairs under warranty. The sad thing was that policy was thrown at me: \... for every business transaction made we have to be governed by rules