Hi everyone looking for some advice.
Yesterday I noticed my Galaxy S screen wouldn't come on after taking it out of my work trouser pocket. Did the usual took the battery off and re-installed it. The screen is now black and not showing anything apart from the very top of the screen which shows some colour and fuzziness. I noticed this morning a half inch crack to the screen middle left of the phone which is internal. The crack is underneath the screen. Now I am 100% this has not been caused by me. The phone has been in a flip case since new and I have never dropped the phone or extreme pressure applied to the screen. The phone is in mint condition with no scratches what so ever. Took the phone to T-Mobile this morning as it is covered under warranty for 24 months and the phone is a year old. The first person I spoke to looked at the phone and saw the crack. They said to me that there would be no point sending it off for repair as it would be deemed as accidental damage. I did point out that there was know way I caused the crack. The person stated even having it in your pocket can cause the screen to crack if pressure is applied to it by other items e.g keys or if I pressed against it. The phone was the only thing that was in my pocket and it was a side pocket of my trousers where no pressure is ever applied. I have kept it in the same pocket of my work trousers for a year and never had any problems. The person then referred me to another collegue who was more helpful. She looked at the phone and confirmed that it was in mint condition with no scratches to the phone. She advised that she would send it off for repair but did explain that they could refuse to repair it or replace if it was deemed accidental damage.
I just have this bad feeling that it is going to come back with them saying it was my fault even though I know it wasn't. Does anyone have any views or opinions on what to do if this happens. I have searched the net and found other people around the world who have had the same problem with their Galaxy S. Looking at prices I will be looking at a few hundred pounds to repair it which I don't think is worth it.
I know you say adamantly that you did not cause the crack, But in some way or other you must have..
I know you are extra extra careful with your phone, Im the same as mine, But there is no way the screen could just crack on its own.
It doesnt have a mind of its own, It didnt crack due to stress, it wasnt poorly. You must of accidently cracked it without realising.
The best you can do is hope it gets fixed under warranty, Otherwise scout around for a phone shop that could replace it for you.
azzledazzle said:
It doesnt have a mind of its own, It didnt crack due to stress, it wasnt poorly. You must of accidently cracked it without realising.
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Yeah .. sure!
Let me give you an example of ... my car.
The story:
Windshield broken due to a small rock on the highway (the usual stuff). Went to repair shop, new windshield installed. Everything was perfect until this summer (2 years later). The windshield was still in great condition, no cracks, no pinches, no nothing ... as new. One day, during the lunch break from work I've started the engine, and in one minute after the air conditioner started, the windshield cracked. It was a very sunny day and my car was parked in the full sun.
Who's fault it is? Mine for miss usage? Manufacturer of the windshield? God? poor assembly at the repair shop? pick one.
I would say that the amoled will be replaced because its obvious no mechanical stress was applied ... it was just a faulty unit, nothing more. I have a friend who replaced the amoled screen, under warranty, due to 3 dead pixels ... twice.
ro_explorer said:
one minute after the air conditioner started, the windshield cracked. It was a very sunny day and my car was parked in the full sun.
I have a friend who replaced the amoled screen, under warranty, due to 3 dead pixels ... twice.
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wouldnt the heat from the sun, Then the sudden cold cause such thing to crack ? glass DOES break due to rapid temperature changes, Try this at your house. Put the hair dryer to the window on a really cold day and leave it till it breaks .
And your friend got his screen replaced because of dead pixels.... That is a fault, that was not his fault.
Its a strange case, but its hard to think the screen just broke of its own accord.
I was trying to underline the obvious .. sometimes things break doe to some other reasons than "you". It is obvious that a glass will be under great stress if you put it uncer big temperatures changes but still ... that glass was supposed to resist to such stress.
Same thing with the screen in question: the amoled is a thin film placed on top of some strong substrate. The whole structure is supposed to resist to certain stress and there is no way you can break it by miss usage unless you will break the outer glass also (gorilla glass + capacitive digitizer). So, no matter we are talking about dead pixels on a 2 months old screen or of a cracked amoled structure under the intact gorilla glass, the "cause" is the same : faulty unit (maybe is the amoled itself which has a flaw, maybe is the way it was mounted in the phone ... doesn't really matter).
Maybe your right, But the whole thing is still very strange.
Anyway lets just hope the outcome is better, and it gets fixed under warranty.
But you know what these service centre folk are like, They will try anything to avoid repairs.
Thanks guys for your replies. As I said the crack is internal underneath the outer screen so surely if I had damaged it the outer screen would be damaged. I'm not very hopeful that T-Mobile will repair it but I'll just keep my fingers crossed.
I will let you know the outcome.
Thanks
sandeept said:
Thanks guys for your replies. As I said the crack is internal underneath the outer screen so surely if I had damaged it the outer screen would be damaged. I'm not very hopeful that T-Mobile will repair it but I'll just keep my fingers crossed.
I will let you know the outcome.
Thanks
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Does your contract have an insurance policy ? if so that should cover accidental damage (i know its not accidental, But they may say it is)
And if not, are T mobile fixing it, Or are they going to send it to samsung ?
Gotta admit its a cracking screen eh? [Nt]
:d :d :d :d :d :d :d
Unfortunately I didn't take out insurance. The phone has been sent away by t-mobile for their repairers to assess but they did advise that it probably will come back not repaired due to the crack being my fault even though I said that I believe I didn't cause it.
sandeept said:
Unfortunately I didn't take out insurance. The phone has been sent away by t-mobile for their repairers to assess but they did advise that it probably will come back not repaired due to the crack being my fault even though I said that I believe I didn't cause it.
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Well if tmobile send it back UN fixed, Send it back to samsung, Is it still under the 12 month warranty ?
I believe the warranty expires this week or next so probably wont be able to, thanks for the suggestion.
If you get it back from T-Mobile unfixed, sent it directly to Samsung.
Maybe they'll still fix it. If they dont they'll probably will call you to tell you how much fixing it will cost. Start telling your whole story again and again, make them tired of hearing
If they dont listen, tell them you want to put in a complaint. Ask for an email adres or something were you can send your complaint email to. Dont let them send the phone back.
Send a large mail explaining everything, maybe put in some laws that apply to your case, like that it has to be faulthy when manufactured etc.
Also that you havent had any scratches on it and that the crack is UNDER the glass.
If they reply again with "we dont fix it" again send a mail with telling them that the phone is in mint condition and that the crack UNDER the screen came out of nowhere and that by law they have to fix it. Make them believe you'll sue them in court if they dont fix it.
Even call them if necessary.
Do everything to be a pain in the ass and meanwhile make sure they dont send the phone back during all this.
Maybe it will work, maybe it wont. But its better then giving up. Gives you a bigger chance of success.
manufacturers like dont like problems that take a long time. And if you proof yourself to be an annoying customer, one that shows he wont give up and do everything that they can to give the manufacturer a bad name, they'll probably think its better to win that particular customer over then to fight him. They dont like bad press.
Maybe they'll fix it, maybe they dont, maybe even they'll give you a discount at fixing it. At least you didnt make it easy for them.
Thanks for the reply. I am definetly not going to just be pushed aside and give up. If the phone comes back un-repaired I am going to complain to T-mobile and keep complaining to them. I will also take your advice and send it to Samsung and complain to them. I know lots of other people who have iphones without cases who do not look after them, scratched, dropped and are still working fine. Then the opposite end there is my phone which has been in a leather flip case from new protecting the screen. I have never dropped it and it doesn't have a scratch on it. Really annoying!
Really there is only one reason a screen/windowzsheet of glass whatever will crack and that is due to force. Force of some sorts was applied to the screen and honestly, as much as you don't want to hear it, it was almost certainly because you leaned on in it. In the pocket and your next a desk, or a chair, and you wouldn't even know its happened 9/10 until you take the phone out to use it. Often the phone will still be "functional " except for the dark screen so you can still feel it vibrate with may's so it could be some hours later before you realise. Another possibility is it was a previous drop or bump that wasn't enough to do it there and then and has simply hit breaking point on this unfortunate day. :'( other causes are to much pressure when a replacement is fitted, as happens with car screens more often than you would think, all it takes is the smallest little bit of awkward pressure and sure enough. Extremely rare for this to happen on a phone as the screens are mounted and held in place in a fundamentally different way.
I've worked in phone shops and car dealerships to qualify my above statements and honestly for all the hassle you are going to face, from people like me mostly, that it simply doesn't break on its own and you being aware of the force is a mute point. The fact is the force was applied and the screen broke. You knowing it happened or even being responsible is not the point, the point is was it a manufacturing error that caused it. They gonna say no and its going to really piss you off and when all is said and done you'll wish you just got a new screen off eBay and fitted it yourself or found someone local who does it.
Just saying is all...
Hope you find a solution mate and I'm sorry if it seems cold but dem de facts....
Sent from my GT-P1000
Hello guys i am new so i have a quick question.I see there and there someone complaing for broken screen on samsung galaxy from itself is this some general case like some HTC or just 1 in 1 000 000?I buying samsung galaxy s or google nexus s (s lcd) depending on your answear?
Sory mate for posting in your thread but this is prety much connected with your problem.
Any news on your issue ?
@OP, Any update??
Update
T-Mobile repair centre emailed me last week stating that the repair was out of warranty as it is physical damage and they quoted £138 to fix. I refused the quote and asked for the phone to be returned to the shop. In the meantime I wrote a letter of complaint to T-Mobile. I picked up my phone a couple of days ago from the shop. Yesterday morning received a phone call from a really nice lady at T-Mobile complaints investigation team. I explained to her the whole situation and she immediately said without disputing it that they would replace the phone free of charge for a new one. Hopefully it is arriving tomorrow - RESULT!
sandeept said:
Update
T-Mobile repair centre emailed me last week stating that the repair was out of warranty as it is physical damage and they quoted £138 to fix. I refused the quote and asked for the phone to be returned to the shop. In the meantime I wrote a letter of complaint to T-Mobile. I picked up my phone a couple of days ago from the shop. Yesterday morning received a phone call from a really nice lady at T-Mobile complaints investigation team. I explained to her the whole situation and she immediately said without disputing it that they would replace the phone free of charge for a new one. Hopefully it is arriving tomorrow - RESULT!
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WOW !!! that truly is a result ... Great news man ! I Highly highly doubted you would get any help considering the extremity of the circumstances.... its like a 1/10000 chance of that happening lol.
Buts its great that you are getting a new phone and havent been left with a HUGE bill.
a little moaning and complaining can go a very loooooooong way
Hey, so I thought I'd post a quick thread just to share my experience of getting the crack repaired. After reading a guide on XB I was up for getting it repaired, after asking sony support they told me that they should be able to fix it without proof of purchase because they can just look at the manufacturer date (in my case 11w23).
After sending it off on the 1st of May, I finally got it back to find the phone repaired and there was no cost to me at all (apart from being without my phone for almost a month)
So Just to tell anyone wondering about this, I would say send it off even if you don't have proof of purchase because they will still repair it for free (at least in the UK)
Couldn't be more impressed with the service, although a little slow that was down to royal mail; sony kept their promise of a 5-7 working day turn around from when they receive it.
Good one sony!
They they replace the entire front case, include screen housing / screen protector?
Mine has a blemish, and it's also got the crack, if I will get the blemish sorted at the same time, it's got to be worth getting it in for service.
No just the surround around the screen, not the screen itself...
Well I hate to say this but I maybe spoke too soon... looking at the light sensor it looks like a crack may be resurfacing Maybe its nothing but there is a little nick at the top, if that comes back I'm gonna be mad! Also there is a wee gap on the fascia at the side, and the screws look a little worn, one screw wasn't even in properly so the back cover didn't click in...
in about 6 o7 week , you will have another one , sorry
Where did you send yours to?
My Arc has a crack on the right side of the front housing near the charge socket
Well, dropped the phone from the car dock and it hit the dash and the front screen cracked and spidered on the bottom half of the phone and it doesn't work. I tried to contact LG about an estimate on how much it would cost to replace the LCD and digitizer on the phone, but the best they will tell me is that I have to ship it to them on my dime and then wait for them to then tell me how much it will cost to repair the phone. I really don't want to waste my money shipping it if it's going to be something like $200+.
Does anybody have first hand knowledge on how much they charge for a new lcd / digitizer replacement on the Nexus 4 with LG doing it?
Bonus Question: What's the cheapest way to ship it to them, considering I have the original case and taking into account different packaging and shipping carriers?
It's been a while since you posted this, so you probably already took care of it. I just sent mine to LG for a screen replacement and they charged $140. Shipped via Fedex. I sent the phone in the box it came in, but I didn't get the box back.
How is the work they do? I have been thinking of using my warranty and having them replace the screen rather than play the play store lottery. Screen was really yellow when I got it which I didn't care about as it clears. Unfortunately after 2 weeks it cleared but has a slightly visible yellow glue ring on the lower half that gets very visible and manilla color when the phone heats up. I sat the phone down and noticed at can angle that light bends around the ring area... The screen is slightly indented like a car ding.
I absolutely don't want to waste stock and deal with Google sending me a worse phone. I love this one... Everything perfect but the glue ring. Can you guys share your experience having lg repair? I did the same thing with my n10 for screen issues with Samsung and it came back with a worse screen and scratched up on the back. Had to send it right back. Would not like to repeat that experience with LG.
Did they nick up the edges of the soft touch plastic or scuff up your keys or the back glass? How long was the turnaround? Any help is appreciated.
Sent from my 5th and final Nexus 4
argh! Well THAT didn't take long. My S4 fell about 14" onto the floor and the glass shattered the day I got it. Putting aside for the moment how disappointed I am that the phone failed the most basic of drop tests (I've dropped every smartphone I've ever owned multiple times from greater heights and this is the first one that broke...and so easily).
I decided to attempt to repair the glass so I ordered a replacement glass kit and went for it. The repair itself was fairly straightforward and pretty much just like the S3.
After getting the whole thing back together I noticed that when I do a screen wipe to remove fingerprints (applying a bit of pressure to the screen) I get a bubble in the center of the screen...like it's sticking to the digitizer/LCD screen below. The kit came with a small suction cup which I can use to pull the glass away from the digitizer and the bubble goes away. It seems to have gotten better from yesterday to today - it no longer sticks during normal use, only during heavy wiping.
So...can anyone give me some direction here? Will it just dry out and take care of itself? Should I take the screen off and clean the LCD again? Should I try using several layers of adhesive to increase the gap between the glass and LCD/digitizer?
Honestly I'd call the company and ask them...this shouldn't be happening and if it were me, I'd get a replacement. Then again I always carry insurance. Best buy is free screen replacement.
eskomo said:
Honestly I'd call the company and ask them...this shouldn't be happening and if it were me, I'd get a replacement. Then again I always carry insurance. Best buy is free screen replacement.
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I got my phone from Sprint...the insurance has a 30-day grace period before it goes into effect and a $200 deductible for broken screens. I cancelled it.
The guy said he'd be more than happy to send me another screen...I just want to make sure it's not something I did. This screen is OEM, but of course there is no glue between the LCD and glass after the replacement.
I didn't know there was a 30day grace for replacements. This must be new. I've had my phone replaced before 30 days after I bought a phone before. And screen insurance replacements are $100. Just did one not to long ago. This is why I only by from Best buy now. I make them price match Sprint.com and then buy insurance through them at the discounted rate if you pay up front. No deductible on anything and only thing they don't insure is lost or stolen.
But back to the original problem... If the suction cup tool doesn't fix it then you can try to clean it off and redo it again before send it back for another one. Just not sure why its sticking like that.
Here is one option, but this is why I buy my phones from Best Buy and get their Geek Squad protection.Unlimited replacements and no deductible. I had to replace my screen when I had my S3 a month ago through Sprints insurance Assurion and it cost $150. https://www.youtube.com/watch?v=wPXVnTlrqeo
Hey!
I bought a galaxy S4 two days ago and i have been working so i haven't really used the phone but today i had a day off and played with it for a while but i noticed that when i turned of the screen i saw a small deep scratch on the screen (I could feel the scratch by moving my fingernail on it) I took it to the store where i bought the phone for 984 USD (Note i bought it here in Iceland) they said the scratch is from me and it can not be a damaged product and said that they would not replace my phone or anything. After talking to the laddie and arguing that the phone has been at home all the time while i was at work and if i used the phone i never put it in my pocket and i had a smart cover and it cant be sand or anything, She said that they are going to take the device and bring it in for inspection to "Check" if the scratch in the phone is after me or from the production line and they would get back to me in 2 - 3 days. I am wondering what can i do i know the screen on the phone does not scratch easily and a deep scratch should not come so easy what can i say to the company to get my device replaced and have no more troubles
The Smart cover did not have any scratches on the screen and looks like it is new.
When i buy new phones or any electronics i check them well for any product errors and i take good care of the device
I bought the phone from a company called Nova (They seem to be known not to go after the warranty and are hard to deal with)
- MooViking
My English is not very good i am sorry for that.
Yeah, you dropped the ball not checking your phone straight away, it`s going to be hard to prove you did not make the scratch yourself, good luck anyway.
John.
EDIT : Your English is GREAT, I am English and it`s better than mine. :crying:
Ouch, I can't believe they wouldn't check it at the store and for $1000. Good luck, store will probably refuse.
Sent from my Galaxy Nexus using xda app-developers app
Yeah, you're kinda screwed here.
You should always check for defects the same day you got the phone so that if there are any issues you can report back to the seller immediately.
My telco provided S4 has a 8mm scratch right smack in the middle of the screen and I called them up immediately to report it. They were then able to issue me a replacement.
The only thing left for you to do is to see what kind of consumer laws apply in your country.
Was the security seal on the box broken when you got it?
John.