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
An internal 'crack' seems to have appeared on my device. Since the last two days it has grown and is now more than half the length of the device. Device is still under warranty so will take it to the service center over the weekend. Anybody seen anything similar?
http://i.imgur.com/13LG6lS.jpg
aceutosh said:
An internal 'crack' seems to have appeared on my device. Since the last two days it has grown and is now more than half the length of the device. Device is still under warranty so will take it to the service center over the weekend. Anybody seen anything similar?
http://i.imgur.com/13LG6lS.jpg
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If you are facing this from the first day of buying there's a probability that you got a defected piece.
According to me hardware doesn't come under warranty. You need to buy another display for your phone.
aceutosh said:
An internal 'crack' seems to have appeared on my device. Since the last two days it has grown and is now more than half the length of the device. Device is still under warranty so will take it to the service center over the weekend. Anybody seen anything similar?
http://i.imgur.com/13LG6lS.jpg
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Looks like a screen lifting. As i see it the glue in-between the glass layer is not holding up. I have a similar case but i did not posed a picture here in Xda. It happened on my device last year (Note 8.0) at the bottom screen near the home button, though i have no proof to show mine because the day it happened i immediately took it to the shop where i bought my unit and they fixed the screen after 3 weeks wait. I got a note from the tech explaining that the glue in-between the lcd etc.. was not holding up, hence the lifting occurred. Hopefully the service center will fix it for you or rather replace the screen.
I concur with the above. It looks more like an adhesive failure vs. a glass failure.
I've repaired a number of older generation devices - namely iPhone 4s, SGS3s, and SGS4s. The latter two are expensive LCD/Glass replacements, as such I did the ole heat and separate to replace busted glass trick. I was able to do so w/o destroying the digitizer/lcd. The first one I was scared $#|tl3ss and took my time, which paved the way for being comfortable doing the others I did...
If I was personally faced with your situation, and having the experience I do, if the device is under warranty with the source, I'd go that route. If it isn't under some sort of warranty, I'd try to heat things up with a heat gun (to ~60-65 degrees centigrade - assuring that I didn't get things too hot by using a handheld contact-less thermometer) and while it cools, push down on the glass (not crushing the device like a neanderthal... ) to see if I could reactivate the adhesive and get the lcd/digitizer to stick to the back of the glass. Absent success with those two options, the last three options you may have, as I see it, are:
Service Center Repair - likely expensive and slow...
DIY - Glass/LCD/Digitizer/Subframe replacement as a single unit - likely just a bit lesser expensive, but much quicker as one wouldn't be w/o the device.
Getting one's hands dirty with a home-brew repair (many videos on youtube) where you remove the glass from a functional LCD/Digitizer and replace the OCA (Optically Clear Adhesive) and reassemble the unit.
This is likely the most cost effective but also the riskiest as one could damage things beyond repair, if one is not mechanically skilled, properly equipped, invests the time to learn, and is patient.
EDIT: It is also prudent to note that going this route requires a very finite attention to detail and proper application of processes, if one doesn't want to end up with a device that has a bunch of air bubbles between the glass, adhesive, and digitizer/LCD - been dhere, duhn dhat...
EDIT 2: Beware that there are a S#|t tonne of parts out there that won't work but look like they will. One needs to do their home-work and verify that one can return whatever units were ordered from a given retailer.
Hope this helps. Good luck.
-t
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most of your complaint is based round the fact that you broke it.
why should they replace something you broke? crash a car a week after buying and see if the car salesman will replace it for you?
the is insurance for a reason, maybe you google the difference between warranty and insurance.
i dont want hideous screws on the back of my phone because a select few are clumsy
i think its a great phone. fast, great design although i do have 1 complaint, it is a very slippy phone
Blaming Sony for the fact that YOU are clumsy? Seriously?
The reason for you not being able to open the back cover is that you're not supposed
to open the cover on this waterproof phone...
Next time you buy a phone, google for "Rugged" and do some research.
J.F.Y.I.. i'm also clumsy and dropped my Z3 a few times, still no scratches
Aronuser said:
As sold for a premium device which ate up my around 480€ I'm extremely disappointed because even if the phone is "powerful" it's extremely fragile and the quality is just bad!
Since when is it impossible to use just normal screws for the backcover?
If it cracks you need to remove it which is 'glued on' and the glass will make your fingers bleed when it cracks.
All this "DRM key" fuss... and low light this cam is seriously rubbish.
I have had really a lot of Sony products and the quality was always very convincing but this "Sony-Ericsson" (yes it's still ericsson as sony bought that part and then named it both sony) is just very disappointing, not even mid-quality.
So now my device is a cracked back (already the second device the first got replaced by warranty) and a permanent yellow tint on the left half of the screen which i can be happy about the premiumness for the next few years, as i don't have cash for another phone.
And when I sent it to service for replacement "oops we won't pay this, this is your demage" I had this device just around 3 months an the other which got replaced didn't also last longer than ca. 3 months. What a joke!
Just for comparing, I've had a S4 mini Samsung for one year and it even fell on the pavement and nothing happened. The screen ain't got any scratch and I even sold it again for a decent price.
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So let's put it in clear way, you are a lamer, who broke it's phone and blames manufacturer.
There are things to be said. First of all, the quality of the phone is excellent, compared to other "premium" mobiles like Samsung or LG. The reason why the back cover is glued, is that the phone is sold as waterproof. Service professionals, and people who know what they are doing, have proper knowledge (!) and tools to open it.
My Z3 got yellowish area on right side of the phone around Power button after 1 year of use. I admit I dropped it couple of times, but I use wireless charging case which provides excellent protection against scratches. Display, touchscreen, glass, sides and speakers were exchanged by my provider (1&1) free of charge. Later on I discovered that using flash causes green halo effect on pictures, probably camera lenses got misaligned during repair. Again, the camera part was exchanged free of charge.
The mobile phone, specially with glass front and back, is a precise and delicate device. And you knew it before you bought it. So blaming Sony for your own disability is not fair.
Thread closed as it serves no purpose with an empty OP
Just thought I'd share a positive customer service story with regards my nearly 2 year old device. A common fault among Z2's is the back panel peeling off the back because of failing adhesive. I sent my fairly well used (some scratches on the frame, wonky power button, scratched camera glass..) phone off to be repaired and got essentially a brand new phone sent back to me! All I can imagine is they have a large stock of outer cases in the warehouse as the fault was just the back panel not the whole outer casing! If you're close to the end of your warranty and have some issues that might be covered, I had a very positive experience when I sent my phone in for repair and so might you!
Nice...
me to,
my z2 had an issue with the LCD , the glas wasn't broken or the LCD. The LCD was shown some crap thing, like a frozen Display.
Also the Power Button, had some issue, sometimes the phone goes in standby, by reading, gaming or something else.
And the camera had a kind of fog on the pictures.
And yes I got a brand new z2 back
For me it's exactly the opposite, I sent the phone for a 3.5mm jack repair and they told me my screen was broken and that I had to pay.
Wtf sony?
Hello guys,
I always tried to handle my lovely One M9 with care but sooner or later you can't avoid any damage.
There has been a small crack in the body beside the screen on the top left for a long time.
Today while putting the phone in my pocket I noticed that there was something wrong with it so I pulled it back out and saw that a small piece of the body was cracked and nearly fell off. The camera lens on the back has been cracked for a while now but it's still taking perfect pictures so it didn't really bother me at all.
I always thought "I'll get a new phone when my M9 is dead" - I guess this day might have come sooner than I expected.
I'm sure that I'll keep it for another one or two months (if it remains usable for so long ) but I'll have to switch to another phone then. I'm thinking of the Google Pixel but I'm still waiting for the price to drop a little bit.
I just wanted to share this story with you and hear your experiences.
You've been a honest companion my 2-year-old friend.
My story:
After almost 2-years of usage there were many small cracks on sides and edges of the back part of the cover. Also the rear camera cover was cracked. No damage to the screen / front part (like yours).
Unfortunately after regular OTA update the phone failed to boot and ended in endless loop. Even not possible to do factory reset / recovery / flash custom ROM, anything.
So I brought it back to the shop (2Y warranty). Luckily they accepted the claim, replaced the motherboard and surprisingly also the back cover. Happy-end like in American movie
Sent from my iPhone using Tapatalk
pista said:
My story:
After almost 2-years of usage there were many small cracks on sides and edges of the back part of the cover. Also the rear camera cover was cracked. No damage to the screen / front part (like yours).
Unfortunately after regular OTA update the phone failed to boot and ended in endless loop. Even not possible to do factory reset / recovery / flash custom ROM, anything.
So I brought it back to the shop (2Y warranty). Luckily they accepted the claim, replaced the motherboard and surprisingly also the back cover. Happy-end like in American movie
Sent from my iPhone using Tapatalk
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That's cool! Unfortunately my warranty ended 2 month ago. I doubt that this would have been covered by warranty though.
I was a bit afraid, that they would deny the claim due to fact, that the device obviously fallen down several times and has visible damage. I was lucky and now I know that this seller's services are really great.
(most probably with other shop I would end with the claim denied due to "device damaged by user's fault")