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Cracked Streak Screen...Dell cant fix

so my streak just broke. it fell out of my pocket and hit the ground and cracked the screen. i call dell and ask if they can repair andd they tell me at this moment they have no repair center for the streak, so i have to buy another one. but im not going to buy another, im just going to at t and getting a samsung captivate... Any thoughts????

Thoughts about you buying a Captivate?

Thoughts about the whole situation...is there any thing I can do to get my streak replaced or something and if switching to the captivate would be a good move
Sent from my Nexus One

it really sucks that they can sell a device with no repair options for the customer to pay for I have registered a complaint with my credit card compnay about the purchase with no service options. They stated to me that they had no repair center for the streak i asked them how do the justify the one year warranty with no repair option. i so miss my streak been dead as **** for a week.

yea they told me the same thing, no repair center. how can that be possible.

Oh! I am shocked. The company that is run by Mr. Accounting Irregularity himslef, the king of crappy capacitors, Michael Dell, is taking money for extended warranties to a product that they cannot repair anywhere. This is truly unexpected.
Just say no to Dell!
http://www.economywatch.com/in-the-...ss-practices-documented-in-lawsuit-05-07.html
http://www.huffingtonpost.com/2010/07/22/dell-paying-100-million-t_n_656234.html

ohly smoke! that is sad...............
look on the bright side. you can get a new dell streak now for under $500 with tax through dell
http://www.logicbuy.com/deals/dell-streak-5-inch-touchscreen-android-smartphone/23638.aspx

If it's a guarantee problem they replace it without any quibbles, if it's not you'll just have to wait. The Streak is flying off the shelves faster than they can make them so there are no spare parts available just now. Eventually you'll see parts start appearing and then maybe Dell will start a repair service.

So do you think that eventually they will be able to repair a cracked screen or not
Sent from my Nexus One

I think just what I posted... maybe.

yea but the cracked screen specifically, would it be possible to fix

Writing now from the cracked screen streak as well. Dropped it this evening from the height of about 1.5m to the concrete, right across London abercrombie and fitch. The screen is all covered with spiderweb of cracks but works flawlessly as LCD board survived without any issues. The chassis of the phone proved itself to be rigid armed there is only one scratch mark right where the impact took place. Everything works, when I dropped my streak a friend of mine was calling, so I just lifted it up and answered the call and only after I finished I burst into tears going to carphone warehouse tomorrow, hopefully they will replace the screen for me.
Damn. Still so painful.
Sent from my Dell Streak using XDA App

jsalamy said:
it really sucks that they can sell a device with no repair options for the customer to pay for I have registered a complaint with my credit card compnay about the purchase with no service options. They stated to me that they had no repair center for the streak i asked them how do the justify the one year warranty with no repair option. i so miss my streak been dead as **** for a week.
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I just got a letter back from Amex with an RMA number for dell. They are refunding the total amount of the streak to me.

Dell replaced mine without a problem
I called Dell tech support and they forwarded me to Dell mobility who indicated that Dell will replace the cracked screen with a FREE once in a lifetime replacement. Further they paid all the shipping for the cross-shipment.
Two days later I had my replacement unit in my office, and on Monday I will send them back my broken one. I used the Dell PC Suite to back and restore all my data and I am happy as a clam.
Needless to say, I didn't even take the new item out of the box until I had bought my new Otterbox!
Dell Rocks! (On this one at least.) Nice customer service experience guys.

Since all Streak's bought from Dell include a 1 year warranty, why not just tell Dell it won't power on anymore (or something that makes them believeit's a defect covered under warranty). Mine came with something like a 1 day exchange, so by the time you get a replacement and mail back your broke Streak, there is nothing they can do about it. That way you could even blame whatever company they tell you to use for shipping.
Sent from my Dell Streak using XDA App

Dell is sending me another phone
It sounds like Dell will send you one new phone. I told them my screen cracked. I was asked if I dropped it and said yes. It also sounds like the replacement phone will still have 1.6 and will be locked. I was also told that all the phones will be updated by the end of Dec. My screen wasn't that bad, I wonder if I should have waited. All and all I am pertty happy.

Cracked screen!
Hi,
I have also crakced my screen - well my 1 yr old son did!
I have just emailed O2 asking if they do repair them. As I have no insurance, I am expecting to pay up to £150.
Like above, I can use the touch controls too, but just have the bottom all smashed up and waiting to cut my finger-tip!
Anyone had their screen replaced from UK? How much did it cost?
Thanks!

I posted an ebay link in another thread (don't remember which). Actually it's not a link but an item number you can search. you can order replacement screens/glass and it comes with DIY instructions on replacing it.

neotarum said:
Hi,
I have also crakced my screen - well my 1 yr old son did!
I have just emailed O2 asking if they do repair them. As I have no insurance, I am expecting to pay up to £150.
Like above, I can use the touch controls too, but just have the bottom all smashed up and waiting to cut my finger-tip!
Anyone had their screen replaced from UK? How much did it cost?
Thanks!
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I cracked my screen and took it to carphone warehouse. They quoted me £39 to repair it and sent it off but when I went to pick it up they just gave me brand new one.

Thanks guys for the quick responses! I will get back if/when fixed.
Sent from my Dell Streak using XDA App

Dell streak screen cracked by minor drop with no casing damage, dell repair for FREE

Hey guys if anyone out there manages to drop or otherwise crack their screen simply call dell mobility in usa (dont tell them you droped it) and play on that you have read all over the internet about how people believe that the inner lcd is under pressure and you have noticed the sensitive corners of the screen anyway and that one day you simply pulled your phone out of your pocket and the screen was cracked an "hey presto" the call agent will arrange to have your phone shipped to budapest an a FREE screen will be inserted.
Only done with a phone with a pristine casing due to a minor drop so dont know what the outcome would be with a phone with any case damage please post if anybody tries and succseeds with this one and hope it helps someone out ther with the same problem I had.
Sent from my Dell Streak using XDA App

Told them I dropped it. They fixed it
Sent from my Dell Streak using XDA App

Yeah. thats what I did the first time. this time they called me back (what happened to fridays??) told me it would cost $249 to fix. Gonna call mobility back rather than dealing with these indian assholes and see if a well worded and polite hissy fit will get them to change their tune.

I had the same problem and was told it wasnt covered under warrenty, under any circumstance.

Yeah called the always wonderful folks at the actual mobility number and got nowhere. Emailed the "executive solutions" folks. Sorry Dell, if your phone is this fragile even if you replace it im selling it for a more sturdy device. Dropped my captivate regularly and nothing happened, 2 drops should NOT equal 2 broken phones.

I thought this screen on this phone was supposed to be damn near industructible? All I hear about. Is cracked screens in hope this otter box is worth the. Money
Sent from my Dell Streak using XDA App

bose.jhebert said:
Yeah. thats what I did the first time. this time they called me back (what happened to fridays??) told me it would cost $249 to fix. Gonna call mobility back rather than dealing with these indian assholes and see if a well worded and polite hissy fit will get them to change their tune.
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same here also sent a letter direct to michael dell and his office and the consumerist and engadget.
Its VERY frustrating when you see stories all over these forums and streaksmart having their devices replaced no problem...
My letter is here:
http://forum.xda-developers.com/showthread.php?t=929986

Seems like a simple change in policy at Dell, what they used to do they no longer do. Folk will just have to take better care of their Streaks from now on.

dzerveviktory said:
same here also sent a letter direct to michael dell and his office and the consumerist and engadget.
Its VERY frustrating when you see stories all over these forums and streaksmart having their devices replaced no problem...
My letter is here:
http://forum.xda-developers.com/showthread.php?t=929986
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Your avatar matches a guy who tweeted with lionelatdell a lot, someone who desperately wanted a T-Mo version, that you? Any result from the letter?

bose.jhebert said:
Your avatar matches a guy who tweeted with lionelatdell a lot, someone who desperately wanted a T-Mo version, that you? Any result from the letter?
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haha thats me but I never wanted a Tmo version haha

shatterstar24 said:
I thought this screen on this phone was supposed to be damn near industructible? All I hear about. Is cracked screens in hope this otter box is worth the. Money
Sent from my Dell Streak using XDA App
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The glass is pretty durable, for some the LCD shatters when they look at it wrong.

dzerveviktory said:
haha thats me but I never wanted a Tmo version haha
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Ah ok, lots of people were hounding him about the lack of details leading to release, musta mixed you up with someone else.
Does anyone else feel that this isn't simply a matter of people not being careful with their phones? Until this one I had NEVER broken a phone in my life, with one exception (my first nokia i left in a cupholder in an open top jeep on a rainy night). And now i've broken 2 in less than a month with falls that my captivate or iphone would have shaken off without even a scratch. Hell my iPad with a larger screen has taken worse falls and no damage at all. I feel a little duped here, I bought a phone that retails for $599 (IIRC) and it was advertised as having one of the sturdiest builds ever due to the gorilla glass. I have found, however, that in most cases while the glass doesn't even scratch, the LCD is absurdly fragile and doesn't hold up to even light falls.
Both of mine were less than 6" from the surface they fell on, and the 2nd one was in an Otterbox, and the screen STILL did not survive.
I wish there was a way to really press dell on this. I've called, emailed the "unsolved service issue" folks, and it appears even Michael Dell has been addressed in all this, and nobody at dell will budge. We need some negative PR to hit this hard. Screw antennagate, I wanna see SCREENGATE all over engadget and gizmodo.

NEWS!
OK so I just got off the phone with Dell Mobility. BTW if i haven't mentioned it yet, I absolutely love their customer service skills. Always friendly, always willing to take a minute to really discuss the issue, and always want to help.
Well Kim over there told me that the official policy is that they'll replace one, but after that you get kicked over to the out of warranty folks. HOWEVER! she also said that they'd recently gotten a few emails kicked down to the department from higher up telling them to authorize a handful of replacements for 2nd, even 3rd broken units. She told me the key is to get on to the official dell forums and complain everywhere that seems appropriate. She also acknowledged it was a known issue and dell is working quickly to fix it.
Now for the "here's what to do" advice she gave me regarding the forums. She said the key is to NOT rant and rave, because the moderators will sometimes just delete them. If you go on and post a well written complaint that essentially explains in detail why your upset and why you feel dell is mistreating you, they ARE read daily by folks higher up in the food chain and they will regularly pass information to the frontline folks and basically say "Fix this and make the customer happy".

Dell Customer Support Sucks

I bought my Venue pro last week and got it on Wednesday. On Friday, I saw a deal on Venue Pro's for 3months live time, 3 months of zune pass, and 8000 live points for free when you buy a DVP. I have been trying since that day to get Dell to give me that free package and save me the hassle of having to return and buy the phone again. Finally today I have spent 3 and a half hours on the phone , still on the phone, with Dell Support and their only solution is to return and repurchase. This already seems stupid because it should just be a simple transaction on the computer stating i want to return and use the credit to buy the same phone. I do it all the time at work. However, Dell Support is saying it cant be done and that I have to do it there way which takes 15-30 business days to process the phone after it has been received at which point I may or may not receive the package depending on if its still available. This seems completely retarded to me seeing at 15-30 business days translates to 3-6 weeks by which time I'm pretty sure the deal will be gone.
So, to all the people who have a venue pro which falls under the return policy still I ask that you call Dell demand that you be given this package with out this nonsense that they are saying to go through. The package is definitely worth imo its got a regular value of about $160. By the amount of posts about issues with the DVP I think we deserve this package, all of us not just those within the return policy, for having still bought the DVP or having stuck with it.
Also, any help would be appreciated in regards with who to talk to at dell that you may know or what department may be of better help.
Currently I have been told that my call would always be transferred to Dell Mobility even though they only handle technical issues. I have spoken with the supervisor, Robert, he has told me he will send out emails and see if anybody knows another way to do it. ( Don't know if he will really send out an email though) The number for Mobility support is 1-800-308-3355. You might as well ask for Robert right off the bat since the people who work in that call center continuously defer to him when asked this question. (I know because I was transferred there about 3 times and also transferred to other departments before speak to him myself).
I would suggest expressing how disappointing it is that dell requires that and that you cant believe that somebody would require that much just so you can get a code from a offer which may not even be around anymore because it takes 3-6 weeks to process a phone once they receive it.
Post how it works out for you if you do decide to do this and I will also continually update this.

You are seeing another facet of the atrocious experience of owning the dell venue pro. Do yourself a favour and return it now for a refund, in a few months time far better devices will be available which will allow you to actually enjoy what you've bought. Continuing to give dell sales of this POS is what is giving them the balls to continue to sell faulty devices.

I actually like the phone a lot just wish somebody besides Dell had made it. It could still be alright if Microsoft takes control and tells Dell to fix this ****.
Sent from my Venue Pro using XDA Windows Phone 7 App

Kenji117 said:
I actually like the phone a lot just wish somebody besides Dell had made it. It could still be alright if Microsoft takes control and tells Dell to fix this ****.
Sent from my Venue Pro using XDA Windows Phone 7 App
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We've been saying this since December, great phone, piss-poor support! Can you imagine 6 months using a phone that crashes on a whim? Nice as the phone is I regret buying it, more so now that I know Nokia will be making WP7 devices. I could have tolerated the HD7 till their phone was released but I fell for the good looks of the dell. But you know what they say, good looks hides an empty shell!

I can not seem to find a single tech person at Dell to reset my contract with AT&T. I urge all of you to not do business with such a crappy company. Spend your hard earned dollars with a company that deserves it. One thing is for sure if the Venue Pro breaks good luck on getting it replaced.

rsohne said:
I can not seem to find a single tech person at Dell to reset my contract with AT&T. I urge all of you to not do business with such a crappy company. Spend your hard earned dollars with a company that deserves it. One thing is for sure if the Venue Pro breaks good luck on getting it replaced.
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i just spent 15 minutes on the phone with a Dell Mobility technician who quickly arranged to send me a replacement DVP because some debris/dust got behind the camera lens. no problem at all.

I have had 2 replacements so far and been sent a SD card. I was instructed to switch out the sd card even after mentioning that it would void the warranty. I later called back because i was still having issues and was told that it was impossible to switch the sd cards when i told the guy how i did it he was confused and surprised.
Having he call center in India and removing the one in texas was a terrible move by dell. I wouldnt call them technicians they have no idea what they are doing. I have had to spends upwards of an hour to get simple things done; like getting a replacement device. The more times you have to call for a replacement the longer it seems to take for them to process it and it isn't because they are reading the notes from previous calls because I have had to explain my situation several times each time I call.
@bbowman
Your call was something that is easy enough to not have to see and just say w/e here's a new device. I am waiting on a replacement device I ordered 2 weeks ago that is supposedly coming sometime this week. When I called to have changes made to the dispatch the guy said he couldn't make changes or take it down until this week, a bit stupid since I am supposed to get the device this week. I tried telling him that the device will have shipped most likely before I call but he didn't seem to understand. Dell's Mobility Support team doesn't use DVP's and I would go so far as to wager that they haven't even seen one.

I agree that Dell's customer support is no good, in specific, their call centers. However, after reaching out on Twitter I have just had two replacement devices sent out for my two DVPs and a direct e-mail address to someone within Dell's social outreach program.
I, like most of you, have been really frustrated with Dell and how it has "launched" the Venue Pro. I think many at Dell are aware of how big of a stinker it is - there was a reason Dell Mobility closed as a business entity and their president quit his job. The DVP is a beautifully designed device with excellent hardware (4 inch AMOLED screen, iphone 4 camera sensor, excellent keyboard) that has been marred by outsourced programming, development, QA and customer support. Anyone who has seen the code of the EM app or had to call for help can testify to this. It's a really sad story and if I was a journalist I'd be trying to write a huge expose on Dell and this super phone that died a slow death at the hands of poor management and outsourcing.
As big of a company as Dell is, there are still support people that want to help you and will do whatever they can to make you happy. In my case it was two brand new retail phones. All you really need to do is be polite and patient with your tweets. Try @DellCares or @AmyatDell as they have both helped me. Don't bother with calling in anymore, we all know that is a waste of time. The future of customer support is one on one interactions through mediums like Twitter and Facebook.

Arcarsenal said:
I agree that Dell's customer support is no good, in specific, their call centers. However, after reaching out on Twitter I have just had two replacement devices sent out for my two DVPs and a direct e-mail address to someone within Dell's social outreach program.
I, like most of you, have been really frustrated with Dell and how it has "launched" the Venue Pro. I think many at Dell are aware of how big of a stinker it is - there was a reason Dell Mobility closed as a business entity and their president quit his job. The DVP is a beautifully designed device with excellent hardware (4 inch AMOLED screen, iphone 4 camera sensor, excellent keyboard) that has been marred by outsourced programming, development, QA and customer support. Anyone who has seen the code of the EM app or had to call for help can testify to this. It's a really sad story and if I was a journalist I'd be trying to write a huge expose on Dell and this super phone that died a slow death at the hands of poor management and outsourcing.
As big of a company as Dell is, there are still support people that want to help you and will do whatever they can to make you happy. In my case it was two brand new retail phones. All you really need to do is be polite and patient with your tweets. Try @DellCares or @AmyatDell as they have both helped me. Don't bother with calling in anymore, we all know that is a waste of time. The future of customer support is one on one interactions through mediums like Twitter and Facebook.
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I did...in march

Bought a second hand DVP and had some screen issues, washed out colors and blacking out, so i figured i'd give customer care a shot. While it was frustrating for many of the reasons the OP has already identified, by then end of the conversation i had a new one being shipped to my house. I was also a little curious when the CSR told me to take out the microsd, but I had him document it in the file that he had told me to do so.
Overall, I wasn't too disappointed with the customer service, but i will hold my tongue until the replacement comes in.
bbowman said:
i just spent 15 minutes on the phone with a Dell Mobility technician who quickly arranged to send me a replacement DVP because some debris/dust got behind the camera lens. no problem at all.
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dell's consumer support does blow.. so don't call them. Make friends with someone in your IT dept and have them call the enterprise level support.

I too had similar experience as OP...
I order and pay $79.99 for my DVP on 6/14, get my DVP on 7/17 (ya, a month later). The day my DVP arrives at my house it goes on sale for .99 cents on the website. So I call Dell and plead my case respectfully for a price match, but no one cared. Finally I asked them point blank "Am I going to have to add another line to my plan, order a new DVP at the same time, then when that phone gets to my house, return my other DVP and cancel that line on my account", the rep actually said yes and that's what I did, still waiting for Dell to confirm to T-Mobile that my phone is returned but either way I am getting my 79.99 back. They did offer me $15 off if I wouldn't return it though, I told them $80 lol he laughed and said no...But I have had some terrible experiences with Dell customer service in the short time I have owned this Dell product and they are the worst, its like sprint was 4 years ago...It doesn't help that I have the hardest time understanding accents, its just dang tough for me, always has been

Got my replacement over-night shipped to Hawaii. Never seen that happen before in my life. Now to see if it works.

And to make things worse they closed the last North American call center, it's all out of india now!

Spontaneous screen defect (Hairline crack.)

As the title suggests, I have a screen defect on my Galaxy Note 2. I swear, I did not do this. I have never dropped my phone, I've had an otterbox case since I've bought it. I cherished my little gem, always put her down gently. I never threw it about, I was far beyond cautious.
Anyway, the issue happened sometime on Sunday the 2nd of December between the hours of 06:15 and 10:00am. During the early hours of a British morning; It was around -5c where I live. Before I left at 5:00am, the phone was in pristine condition. Not a single hair, speck of dust or fingerprint gleaming in the light. I had this in my pocket for the journey and came home at the mention hours, (6:15am.) I then placed my Galaxy Note 2 on my bench press bench, and went back to bed. Upon waking, to my horror; There was this monstrosity of a crack. Now, I know there are many naysayers around, "Glass just wont crack on its own, HURH," but let me tell you, it can.
As soon as I noticed this crack, I was straight on the phone to my service provider (Which is O2-UK,) and booked it in for a repair / collection. All was dandy, it was collected and arrived at the service center. Now, today - on the 4th of December 2012; They are saying that I am out of warranty. At this comment, I saw red. This is a 3 month phone, pristine condition; No marks, no bashes IMMACULATE bar the screen. I wrote out a detailed report stating what has happened but to no avail. The supposed, "Engineer" at the O2 repair center has filed the report of, "Accidental damage."
Now, in what way is that accidental damage? I CLEARLY stated what happened, I even went as far to get an Affidavit at my own expense. I then asked if I could have the engineer's report, but no. As an O2 customer, we are not allowed the filed, "Reports" that ascertain to our own property. I quoted segments of the Data protection act, as well as legislation and regulations of the Sales of Goods Act of 1979 (amended,) which clearly state that I am well within my rights. I was quoted £110 for the screen repair but hell will freeze over before I pay that.
I'm without a phone now, I can easily get it back if I pay the fees. I have wrote a formal letter, as well as an email stating that they are in fact in breach of the Sales of Goods Act, as well as the Data Protection Act. I have given them a week to reply to my letter. I am going to be seeing a solicitor in the coming days, as well as the CAB (Citizens advice bureau,) just to get support.
To reiterate this thread: I have not damaged my phone in any way. This is clearly a manufacturing defect which O2 are held responsible for, (See the Sales of Goods Act. The retailer (In this case O2,) is held liable for checking every product they sell.)
I shall keep you kind folks posted as to what happens. However, for now; I am not paying my pay monthly bill until this is sorted. As I told the O2 representative this; I was informed that I would have legal action taken against me. What do I say? Bring it on.
EDIT: https://www.youtube.com/watch?feature=player_embedded&v=dc9c5YFyovU <--- This video shows what the Galaxy Note 2 can withstand. This is my silver lining to win this case. The phone is not for the purpose of, despite what Samsung say. Win

Not taking sides, but I'll say this; a similar thing happened with my HOX but HTC sent me a brand new one. I've yet to have a problem with my Note but can only hope Samsung will be as good as HTC with returns. But for every good case you hear of a bad one.
Regardless - I feel your pain. Good luck.
BTW I bought both my OneX and my Note via O2 (yes I have 2 running redundant contracts) but I didn't go through O2 with my problems. I'd rather slam me knob in a car door.
Sent from my GT-N7100 using xda app-developers app

jetsetwilly said:
Not taking sides, but I'll say this; a similar thing happened with my HOX but HTC sent me a brand new one. I've yet to have a problem with my Note but can only hope Samsung will be as good as HTC with returns. But for every good case you hear of a bad one.
Regardless - I feel your pain. Good luck.
Sent from my GT-N7100 using xda app-developers app
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Cheers man. When you drop a phone, you'd expect the screen to spider. This is not the case. It's an immaculate hairline fracture. I'm debating whether to get them to send it back to me, so I can take pictures and document it further. During this, I can get it repaired third party and charge O2. I really don't know until I get a reply. All I can say is i'm fuming.

I would focus some attention to how apple deal with hairline cracks on their handsets and ipod touch's. They can tell what is caused from a manufacturing defect and what is accidental damage.
Also ask if O2's own repair facility checked the phone or Samsung themselves. If not the later get the phone back and send it Samsung.
S.
Sent from my Samsung Note II.

Tomo1971 said:
I would focus some attention to how apple deal with hairline cracks on their handsets and ipod touch's. They can tell what is caused from a manufacturing defect and what is accidental damage.
Also ask if O2's own repair facility checked the phone or Samsung themselves. If not the later get the phone back and send it Samsung.
S.
Sent from my Samsung Note II.
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It's O2's repair center that have my phone. I can't send it to Samsung, as they aren't binded by the regulations which I have described. O2 are in breach of 3 regulations, all in one day.
I have since resent another email showing the video that I posted in my edit. This video depicts the durability of the Galaxy Note 2. This alone is evidence that the device is not fit for the purpose of, which - Under the Sales of Good Act 1979 amended, I am entitled to repair / replace / refurbishment / refund FREE of charge as I, as a customer; Am not satisfied with the quality.
I must admit, as much as I hate Apple - Their procedure for repair and replacement is vastly superior than Samsung's.

I've since found out that this also falls under the EU Directive 1999/44/EC
(If a defect appears during the first six months following purchase the consumer will not have to prove the product was defective at the moment of delivery. The onus will be on the seller to prove the product was without defect. A consumer will have up to two months following the discovery of the fault to inform the seller. If a defect becomes apparent within the two, or one year, period depending on the type of goods, then the consumer has the right to choose a remedy using the following hierarchy. They can
· Demand repair or replacement within a reasonable time and without any significant inconvenience. (Free of charge repair refers to the necessary costs to bring the goods “back to conformity”)
· If this is impossible, unproportionate or cannot be done within a reasonable time or without significant inconvenience then the consumer can demand a price reduction or can rescind the contract (though not if the defect is minor)
All these rights are free of charge to the customer.)
Basically, as it's been 3 months - O2 HAVE to prove that I caused the damage, which will never happen - AS I DID NOT DO THE DAMAGE lol... I resent an email containing hundreds of links with similar devices (All Samsung ironically,) so shall see what happens. Looking optimistic now it's time for bed!

I'm not talking about the regulations though, Samsung will have the expertise to say if it's a manufacturing fault or consider it accidental damage. Why not give them a call and ask the question.
You can send the phone to an authorised Samsung repair center yourself. Get the phone back and get the details from Samsung of your nearest center.
S.
Sent from my Samsung Note II.

Tomo1971 said:
I'm not talking about the regulations though, Samsung will have the expertise to say if it's a manufacturing fault or consider it accidental damage. Why not give them a call and ask the question.
You can send the phone to an authorised Samsung repair center yourself. Get the phone back and get the details from Samsung of your nearest center.
S.
Sent from my Samsung Note II.
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I'm aware that I can go directly to Samsung, however if I do; I wouldn't have a leg to stand on. I would have to prove, that it is in fact a screen defect.
Samsung themselves have stated that LCD's are not covered by warranty, and will cost to have it repaired. The amount of threads I have read regarding Samsung products and Samsung not giving a damn astounds me.
Anyway, as I've stated, my issue at hand is with O2, who are the retailer. It is their job to ensure that all products which are sold via them, don't have any deficiencies. Now, we all know that retailers don't inspect their products - hence the reason why they usually repair / replace straight away.
The O2 repair center, as far as I believe - have contracts with manufacturers and follow their guidelines as to what can be repaired under warranty.
I'm being pedantic and doing this by the book. I will not let myself get bullied in to submission. The majority of customer's don't want the hassle, they're also unaware of their statutory rights.
I appreciate what you're suggesting, however in my case - going straight to Samsung is a bad move.

I've since emailed the CEO, CFO and COO of O2 UK. I figured why stop at the boss? I shall await further contact and shall keep this thread updated.

Suicidal Chicken said:
I've since emailed the CEO, CFO and COO of O2 UK. I figured why stop at the boss? I shall await further contact and shall keep this thread updated.
Click to expand...
Click to collapse
I too have been experiencing same issue as Op. no physical damage no abuse on my part (phone is literally 6 days old at this point). Taking it to my carrier seems hopeless so I called Samsung and they gave me waybill and incident report. Contmplating sending to them now or just fix on own, as I have seen Siii owners do with removing just the glass.
What you guys think?

jay_droid said:
I too have been experiencing same issue as Op. no physical damage no abuse on my part (phone is literally 6 days old at this point). Taking it to my carrier seems hopeless so I called Samsung and they gave me waybill and incident report. Contmplating sending to them now or just fix on own, as I have seen Siii owners do with removing just the glass.
What you guys think?
Click to expand...
Click to collapse
Get in touch with your provider's CEO. Seriously, the higher you go; the better your experience shall be.

Sounds like a fault in the glass from the start, the pressure of touch on the screen over time has caused the minute fracture to enlarge.
You'd be hard pressed to cause it to do that from dropping it, dropping something on it, flexing it etc. - in those cases I would assume it to just spider.
Does the Otterbox have a rigid front cover? If so, any possibility it could have applied pressure unevenly?

kempas said:
Sounds like a fault in the glass from the start, the pressure of touch on the screen over time has caused the minute fracture to enlarge.
You'd be hard pressed to cause it to do that from dropping it, dropping something on it, flexing it etc. - in those cases I would assume it to just spider.
Does the Otterbox have a rigid front cover? If so, any possibility it could have applied pressure unevenly?
Click to expand...
Click to collapse
My friend has emailed me pictures of when he dropped his Galaxy Note 2. There is spidering all over the screen as well as impact damage.
We know this to be true, I just hope the CEO's assistant can kick some ass.
The otterbox doesn't apply much pressure at all, there's no way that could cause the crack even if it had a vice grip. I'm just waiting patiently.

Suicidal Chicken said:
Get in touch with your provider's CEO. Seriously, the higher you go; the better your experience shall be.
Click to expand...
Click to collapse
Here's the thing I work for my provider in another department separate to mobile. I don't think going that far is gonna go over well
Sent from my SGH-I317M using xda app-developers app

jay_droid said:
Here's the thing I work for my provider in another department separate to mobile. I don't think going that far is gonna go over well
Sent from my SGH-I317M using xda app-developers app
Click to expand...
Click to collapse
Haha, oh **** man. I really don't know what to suggest. I would still say getting in contact with the CEO as a customer would get you somewhere. Despite the fact that you're an employee of your service provider,

Hi ,
O2 quoted £110 for a repaire. Are you aware if that was the actual replacement of the front glass or just a fix? Due to me recently cracking the front glass on my note 2 I have to send it to samsung to have it repaired and fixed and cwnt find a clesr answer as to how nuch they will charge. Down to your issue its poor customer service on o2's part. From what you have said they will be forced to show you the information unless of course they have t&c's in their contract agreements. But to be fair I used to work for Orange and they would issue copies of the repair reports as far as I am aware.
I hope you get the resolution your looking for .
J
Sent from my GT-N7100 using xda app-developers app

jordanprudent said:
Hi ,
O2 quoted £110 for a repaire. Are you aware if that was the actual replacement of the front glass or just a fix? Due to me recently cracking the front glass on my note 2 I have to send it to samsung to have it repaired and fixed and cwnt find a clesr answer as to how nuch they will charge. Down to your issue its poor customer service on o2's part. From what you have said they will be forced to show you the information unless of course they have t&c's in their contract agreements. But to be fair I used to work for Orange and they would issue copies of the repair reports as far as I am aware.
I hope you get the resolution your looking for .
J
Sent from my GT-N7100 using xda app-developers app
Click to expand...
Click to collapse
Hey man. I don't know at all, I've not been told anything regarding what needs replaced or repaired. I imagine that it'll be the whole Glass, LCD and Digitiser replacement as their "engineer's" are pretty incompetent. I've checked the T&C over and over again, there's nothing that says i'm not entitled to reports, even if there was - Under the Data Protection Act I'm entitled to it. It's been a whole f*ck up and I woke up today, with the feeling of, "F*ck it;" You know? I'm only still fighting as it's principle.

Suicidal Chicken said:
Hey man. I don't know at all, I've not been told anything regarding what needs replaced or repaired. I imagine that it'll be the whole Glass, LCD and Digitiser replacement as their "engineer's" are pretty incompetent. I've checked the T&C over and over again, there's nothing that says i'm not entitled to reports, even if there was - Under the Data Protection Act I'm entitled to it. It's been a whole f*ck up and I woke up today, with the feeling of, "F*ck it;" You know? I'm only still fighting as it's principle.
Click to expand...
Click to collapse
Fight till the end. Mother ****ers!
Sent from my Note II using Tapatalk

Do you have any pictures of the crack? I only ask as I have had a VERY similar thing happen to my Note 2 also from O2. My defect (because that's what it is, I haven't caused this, haven't dropped it etc) looks like a smudge in the bottom right hand corner of the screen and if you wipe with a cloth it seems to disappear. But if you wipe the screen with a wet finger you can clearly see what appears to be a single hairline crack from the edge of the screen across the corner of the phone to the home button. 1 hairline crack. Now you can't feel this crack with your fingernail and you cannot see it with the screen on. It's almost like there is a smudge under the screen but if you wipe it enough with a cloth it does disappear (it's very strange). Most people can't even notice it I have to point it out to them.
I did contemplate sending it back to buymobilephones.net under their 30 day warranty but I've heard horror stories of phones going missing, getting a refurbed one back that was worse than the one they sent or them saying I've done it and charging me for repair etc. I've decided to live with it and if it gets any worse I'll claim on my insurance. I'm just curious to see if it's a similar issue to what you have.
I'll try and take a picture but tbh I don't think you'd be able to see anything as it's hard enough when looking directly at it. But I know it's there, and that annoys me slightly.

quertiy said:
Fight till the end. Mother ****ers!
Sent from my Note II using Tapatalk
Click to expand...
Click to collapse
Hell yea brother!
iouk said:
Do you have any pictures of the crack? I only ask as I have had a VERY similar thing happen to my Note 2 also from O2. My defect (because that's what it is, I haven't caused this, haven't dropped it etc) looks like a smudge in the bottom right hand corner of the screen and if you wipe with a cloth it seems to disappear. But if you wipe the screen with a wet finger you can clearly see what appears to be a single hairline crack from the edge of the screen across the corner of the phone to the home button. 1 hairline crack. Now you can't feel this crack with your fingernail and you cannot see it with the screen on. It's almost like there is a smudge under the screen but if you wipe it enough with a cloth it does disappear (it's very strange). Most people can't even notice it I have to point it out to them.
I did contemplate sending it back to buymobilephones.net under their 30 day warranty but I've heard horror stories of phones going missing, getting a refurbed one back that was worse than the one they sent or them saying I've done it and charging me for repair etc. I've decided to live with it and if it gets any worse I'll claim on my insurance. I'm just curious to see if it's a similar issue to what you have.
I'll try and take a picture but tbh I don't think you'd be able to see anything as it's hard enough when looking directly at it. But I know it's there, and that annoys me slightly.
Click to expand...
Click to collapse
Sorry mate I don't have a picture. I too couldn't feel it with my nails. I had an email arrive yesterday but was since "returned" with the message, "Sorry, I did not mean to send this email." I was left in state of confusion and contempt, to which I replied with a single word - "What?!"

UK HTC Repair-Reported 10/06-Now Resolved. Thanks for all the fish

Hi All,
for anyone thinking of purchasing one of these device I think you may wish to consider the following. I have been waiting for HTC repair to fix a manufacturers defect since 10th July. They now appear to have lost my phone. As follows:
- 10th July - reported a crack around the device. HTC advised that they would need to escalate the issue on ow to handle the case.
- 7th August - (1 month after reporting the problem) HTC made arrangement to pick up the device for repair.
- 16th August - received my HTC One. The cracks were still present + the glass was not fitted correctly.
- 20th August - send off for second repair
Today it becomes apparent that HTC have lost my device. They say it was repaired, and sent to UPS, who do not acknowledge receipt of it.
Unfortunately HTC are now going to investigate. I have requested a replacement handset many times from them, but they insist they get three attempts at the repair. Given previous experience this is likely to take weeks. Again I requested a replacement device today, but no. They insist the suffering must continue until HTC, putting itself first at the expense of its customers, has executed it processes and procedures.
I have been a HTC fan since the htc desire. I am very sad to say that I would not recommend the HTC One, because they are poorly manufactured, as per my thread http://forum.xda-developers.com/showthread.php?t=2408050
In addition to this, I will never buy a HTC device again because of the appalling service. Even if my HTC One turns up tomorrow, and it is perfect, I will be returning it to ee. This is purely because I have learnt that you cannot rely on HTC to repair their device in a reasonable way.
I can only hope that some one from HTC reads this, and decides to investigate, because they dont like the poor publicity. I doubt it though. My experience is that they are expert in saying sorry for poor service, but its only talk.
One last point, which I think others may benefit from. The effort that I have had to go through with HTC to get as far as I have is huge. A truly high maintenance experience.
Buy a HTC device at your peril!!!
UPDATE
This matter is now closed (well almost) with HTC as far as I am concerned. I had to shout very loud to get noticed, and it took much time, effort and persistence. As you can read in the remainder of this thread, my HTC experience, this time, was far from good.
However, when I was heard, they listened very carefully, and are acting. HTC have convinced me that they genuinely do care about every single customer experience, and they do read threads such as this, and are prepared to act. They are prepared to change anything and everything to improve.
I have worked with global telecoms businesses for most of my working life (30+ years) all over the world, and I can honestly say that I have never experienced such genuine commitment to improve and resolve issues.
I don't suppose that everything will be transformed overnight, but I know that they have real commitment and desire to excel. Its obvious, they have to. Look at their competitors.
I have but one remaining item of business with regards this experience, and its not with HTC, but my network. I had to do the legwork that they should have done on my behalf. Hopefully I wont have to author another thread etc to resolve this matter.
Now I love HTC again.
HTC - Heres to change, Im sure you will be champions of it. Samsung watch out. You may be huge but YOU are up against a formidable competitor.

zaphodbeeb said:
Even if my HTC One turns up tomorrow, and it is perfect, I will be returning it to ee.
Click to expand...
Click to collapse
That's what you should have done in the first place; let EE deal with the hassle.

BenPope said:
That's what you should have done in the first place; let EE deal with the hassle.
Click to expand...
Click to collapse
Hi Yes you are correct, however I was advised by ee in store to return it to HTC as they would be doing that, rather than repair it themselves because it was due to physical manufacture defect.

zaphodbeeb said:
Hi Yes you are correct, however I was advised by ee in store to return it to HTC as they would be doing that, rather than repair it themselves because it was due to physical manufacture defect.
Click to expand...
Click to collapse
And therein lies the problem. You should've insisted that EE handled the repair because they were the original retailer, and therefore it is their statutory duty to make good on the repair and/or replace. I would still go back to EE and claim that since it has been nearly two months since you reported the initial fault, and that you have now been without a phone for 3 weeks, they should replace your device because it is unable to be repaired in a satisfactory time scale and that this is a breach of your statutory rights. Don't take no for an answer, and throw section 48B of the Sale of Goods Act 1979 in their faces.
http://www.legislation.gov.uk/ukpga/1979/54/section/48B
Regards,
Dave

foxmeister said:
And therein lies the problem. You should've insisted that EE handled the repair because they were the original retailer, and therefore it is their statutory duty to make good on the repair and/or replace. I would still go back to EE and claim that since it has been nearly two months since you reported the initial fault, and that you have now been without a phone for 3 weeks, they should replace your device because it is unable to be repaired in a satisfactory time scale and that this is a breach of your statutory rights. Don't take no for an answer, and throw section 48B of the Sale of Goods Act 1979 in their faces.
http://www.legislation.gov.uk/ukpga/1979/54/section/48B
Regards,
Dave
Click to expand...
Click to collapse
thank you. Very useful.

HTC have now re located my device, after a call from ee to them. I will now receive a perfectly repaired device back from htc next Tuesday (hopefully) else I'll be going around the houses yet again. If all is OK on Tuesday it will be 69 calendar days since I first reported the problem to HTC. Customer service excellence eh...

I would say that basically every phone company's warranty service is pretty garbage.
Sometimes you get lucky, and sometimes it just sucks.
Sent from my HTC One using Tapatalk 4

3rd HTC repair attempt, but they want me to pay
Hi,
Had some new info from htc today. They lost my phone last week and have now decided that they want to charge me for another repair?!? This is without me even having the phone returned to me after the last repair attempt (2nd repair attempt, again under under warranty).
I can only assume that they caused yet more damage with their 2nd repair attempt, and they want me to pay for it.
I spoke to EE this morning who have raised this as an issue with OFCOM now. The last commitment from HTC (to both me and EE) was that they would return the repaired phone to me for 3/9/13. This was on Friday. I also tweeted HTC over the weekend and they committed to escalating the case (again).
I also want to say thanks to EE for their help in this matter, escalating it to OFCOM themselves.

Nearly
zaphodbeeb said:
Hi,
Had some new info from htc today. They lost my phone last week and have now decided that they want to charge me for another repair?!? This is without me even having the phone returned to me after the last repair attempt (2nd repair attempt, again under under warranty).
I can only assume that they caused yet more damage with their 2nd repair attempt, and they want me to pay for it.
I spoke to EE this morning who have raised this as an issue with OFCOM now. The last commitment from HTC (to both me and EE) was that they would return the repaired phone to me for 3/9/13. This was on Friday. I also tweeted HTC over the weekend and they committed to escalating the case (again).
I also want to say thanks to EE for their help in this matter, escalating it to OFCOM themselves.
Click to expand...
Click to collapse
A minor update. HTC tweeted me again after another day on the phone with ee, htc uk, and htc tweeters, As follows:
- HTC uk have now decided (with ee's help again) not to charge me and have advised that my repair is complete and MAY be with me today, despite using UPS standard. UPS have not received the device yet so I will not be receiving the device today as promised under this courier arrangement. I am now exactly where I was 1 week ago with HTC.
I was tweeted again by htc to ask what my ticket number is, so I provided this (as I did on Saturday when they requested it). I tweeted them to 121 courier it to me today.
HTC UK customer service have agreed to email me in the morning to update me on the UPS standard delivery and have refused to courier it to me by any other method because no managers are available to arrange this. Maybe , just maybe, today will be the day my HTC One is returned without defect. I also tweeted that I want a written letter of apology, compensation and a fault free htc one today.
EE have been absolutely brilliant today and have really given me excellent support. thank you Gareth and team for your support.

HTC customer service sucks donkey balls
Sent from my HTC One using xda app-developers app

Don't tell me.... said manufacturing defect is the much lauded gap in the "gapless" technology phone?
Seriously if the phone was less than 28 days old, I would of returned it to EE for a replacement on the spot, although I wouldn't of bothered as every phone in the world has issues, as they aren't Rolls Royce or Rolex's.

I didnt bother for a month after receiving but the crack got worse. The real problem is not the crack. The crack is caused by the front of the device not being squarely attached to the rear, which causes an over/underhang at the top/bottom. I recommend you check yours and return if you can feel this with your fingernail, else yours may crack also. Also check to see if the glass is fitted evenly (see pics). I think this is also caused by the poor front/back fitting as it stops the glass from fitting correctly. If you have your phone on contract I agree (with hindsight) that you should return to your network provider for repair. Going to HTC (UK) has been a disaster. My network (EE) have been brilliant "motivating" HTC to repair the device. Any how the phone is now repaired and, supposedly, on its way to me. I have but one remaining item of business with HTC (UK) which is delivery. They promised to get it to me today, but are using ups standard which wont deliver that result. Yesterday I asked them to escalate this issue and make arrangement for a person to person delivery today. Still waiting for feedback from my escalation, but yesterday they advised that no-one in HTC (UK) has the authority to do this!! I think this actually means they cant be bothered, even after taking 70 days to fix a problem. Hopeless.
I tweeted HTC yesterday and they are looking into my case. They also said they would do this on Saturday however with no apparent results or updates from them. More lip service I think. Still I'll do the silly HTC repair dance for as long as it takes, and cause as much pain and shame as is necessary to do it.

Sorry, but I had the same issue on my One. It didn't get worse or bother me at all. You could of just lived with it and not got so OCD and about.
Sent from my HTC_PN071 using XDA Premium 4 mobile app

Sean88 said:
Sorry, but I had the same issue on my One. It didn't get worse or bother me at all. You could of just lived with it and not got so OCD and about.
Sent from my HTC_PN071 using XDA Premium 4 mobile app
Click to expand...
Click to collapse
Look at the pics. If u think thats acceptable then fine, but I am not you. The device was in the process of falling to bits. In my case it did get worse as you can see. You may think that Im OCD, but the law states that the device should be free from defect, and I am thankful of it. Thank you for the valuable contribution to this thread.

biffsmash said:
Don't tell me.... said manufacturing defect is the much lauded gap in the "gapless" technology phone?
Seriously if the phone was less than 28 days old, I would of returned it to EE for a replacement on the spot, although I wouldn't of bothered as every phone in the world has issues, as they aren't Rolls Royce or Rolex's.
Click to expand...
Click to collapse
The gapless tech does not cover the speaker area. This has been said many times, even HTC has said it in one of their blogs.
Sent from my HTC One using Tapatalk 4

Oh dear, oh dear
Hi,
got the phone back today, and the gap is back but is now full of a glue. This was actually fixed after the first repair but its back. There is also additional damage in the form of a chunk out of the corner, and an additional gap at the side of the device. The glass problem is yet to be fixed as is the over/underhang, and theres lots of excess glue around the device.
Lucky I got before and after photos at repair cycle. Repair not accepted. No more HTC repairs for me I think.
I made much noise on twitter, and now have a publicly made personal commitment from a HTC senior exec to help with the matter (Twitter is marvelous in these circumstances). I await his response. I am somewhat relieved at this as it does show, at least at the top, that they do care.
So there's good, and there's bad in this update, so unfortunately its still a thumbs down from me. as my problem is still not resolved 71 days after I first reported it.
I offered my professional services to help transform HTC but have not heard anything back yet.
The helpful EE guy I was talking to has disappeared off the face of the planet also until Saturday apparently also. BBC;s watchdog have had a sniff so this could be the start of my TV career, if HTC dont want to hire me.
I also updated HTC and advised that I will only discuss this with the senior exec who offered his services from this point on.
P.S Apologies for the poor pics. I had to use my old phones camera.

Whereas this story is very poor I have to say HTC's UK repairs center were great when it came to me sending in my old Desire and Sensation for repair. 3 day turnaround and both sorted without bother. It does seem like this is a bad experience, though, and one that would just make me claim on my insurance to get a new handset as opposed to getting one repaired

EddyOS said:
Whereas this story is very poor I have to say HTC's UK repairs center were great when it came to me sending in my old Desire and Sensation for repair. 3 day turnaround and both sorted without bother. It does seem like this is a bad experience, though, and one that would just make me claim on my insurance to get a new handset as opposed to getting one repaired
Click to expand...
Click to collapse
My device is under warranty. This is the result of three warranty repairs, lots of escalation, costs (time spent, days off waiting for the device to be returned) and grief. How would I make a claim on insurance, its in warranty. Believe me,if I thought my insurance company would fix my ongoing problem I would have claimed. I HAVE authored a thread previously stating what an excellent level of service I received from HTC UK repair, when I had a problem with my HTC desire.
I will give credit where credit is due, and complain when it is due. I want to write nice things about HTC, but in this case I cannot unfortunately.

zaphodbeeb said:
My device is under warranty. This is the result of three warranty repairs, lots of escalation, costs (time spent, days off waiting for the device to be returned) and grief. How would I make a claim on insurance, its in warranty. Believe me,if I thought my insurance company would fix my ongoing problem I would have claimed. I HAVE authored a thread previously stating what an excellent level of service I received from HTC UK repair, when I had a problem with my HTC desire.
I will give credit where credit is due, and complain when it is due. I want to write nice things about HTC, but in this case I cannot unfortunately.
Click to expand...
Click to collapse
Oh, I know what you're saying. I'm just saying if I'd had this much agro I would've just got the phone back unrepaired and claim on my insurance and just a brand new handset...sucks that this has happened to you

EddyOS said:
Oh, I know what you're saying. I'm just saying if I'd had this much agro I would've just got the phone back unrepaired and claim on my insurance and just a brand new handset...sucks that this has happened to you
Click to expand...
Click to collapse
But would your experience figure in your next purchase? HTC have made contact and I am confident they are taking this matter seriously. Hopefully be seeing improvements and lots of positive reviews like this one
http://forum.xda-developers.com/showthread.php?t=2432718
soon. I wont give this a thumbs up just yet, but I am more confident so fingers crossed :fingers-crossed: