Database Users

Cracked glass, not screen, repair?

Right, as I'm a pillock I 'slept' with my phone listening to music, and during the night I pinged the phone off my bed which caught the edge of my desk leg, hitting the phone on the top right of the phone; pretty much directly above the forward facing camera...
As a result the glass of the screen cracked which means that the phone, touch-screen, and LCD are all fine, but with a nice spider-web of cracked glass on it
I broke it on saturday gone, and thinking that Orange insurance wouldn't be open on a bank holiday weekend, I didn't call in until today (tuesday). Apparently the insurance policy of Orange that I took out only covers damage if you report it within 48 hours, so that won't work. Fortunately Orange said that I could get a replacement for £760 :S
I've seen the bits on ebay that I need, and I have no problem with opening up the phone to fix it myself, but I've had to send the phone back already for it vibrating constantly, and I don't want to eff my warranty 3 months into my contract...
Anyone know the best place to get this fixed for the cheapest price that would keep my warranty intact?
Cheers guys, you've already helped me a great deal (I troll here pretty much everyday )

why not call orange again, saying you did it that morning?? Always worth a try
I've never had a bad experiance with orange insurance!
Jake

I would do but that stinks of insurance fraud... I feel like a criminal as it is, as I couldn't remember the times when the incident occured, and the guy on the phone called me out as I apparently sent messages when I would have noticed that the phone was broken.
Gagh, I'll wait a month, punch it, and then call again
Cheers for your reply

check this out:
http://mobile.brando.com.hk/prod_detail.php?prod_id=03867

Just call up and say it happened last night.
Theyre a bit funny about certain things.. like it won't cover deliberate carelesness or if alcohol was involved. Your paying for the insurance so make use of it..

Biggest independent repair centre for HTC in the UK (Wimbeldon), quote for touchscreen exchange (glas only, lcd working). Warranty you have to check, since most of the screens inside are covered with "void" stickers.
"The cost to repair the device is £89.99 ex VAT plus £6 return postage.
OUR AVERAGE TURNAROUND TIME FROM WHEN WE GET THE DEVICE TO CONTACTING YOU FOR PAYMENT IS 48 HOURS EXCLUDING WEEKENDS AND PUBLIC HOLIDAYS
WE ALSO OFFER A WALK IN SERVICE IN OUR SERVICE CENTRE IN WIMBLEDON.(IF THIS IS A SERVICE YOU REQUIRE PLEASE CONFIRM SO WE CAN ENSURE YOUR REPAIR CAN BE DONE WITHIN 2 HOURS)
If we cannot repair the device due to physical or liquid damage there is a £10 fee for the engineers time
If you would like us to undertake the repair for you please download the form called DOWNLOAD REPAIR FORM on the left hand side of the link below
http://www.turnonyourmobile.com"

Cheers guys, I'll sort it on insurance shortly. Gonna make sure my story is straight first though this time.
Thanks for the information on how to get it repaired, £89.99 ex is quite a lot considering its just a pane of glass. I could get the hacksaw out and take out one of my windows

young blade said:
check this out:
http://mobile.brando.com.hk/prod_detail.php?prod_id=03867
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OHHH i like this i think i will get this my case has a few scratches that really Bothers me.. i hope it fits Perfect.. do you think this is an EASY DIY Job?

i dropped my phone ..caught it by my foot to stop a free fall..n it crashed in the sand...its gt a scratch on its side nw >.<..mb htc sould have made a metal housing becuase it was a rly good thng with my old e61i..i dropped it in rough places many times bt the freaking thng only has a teeny weeny scratch..

For those who are browsing this thread...
You need to know that HD can be as fragile as carrying a big wafer biscuit in your pocket
So you need to be extreeeemly careful and there in not even one chance allowed.

SorX14 said:
Right, as I'm a pillock I 'slept' with my phone listening to music, and during the night I pinged the phone off my bed which caught the edge of my desk leg, hitting the phone on the top right of the phone; pretty much directly above the forward facing camera...
As a result the glass of the screen cracked which means that the phone, touch-screen, and LCD are all fine, but with a nice spider-web of cracked glass on it
I broke it on saturday gone, and thinking that Orange insurance wouldn't be open on a bank holiday weekend, I didn't call in until today (tuesday). Apparently the insurance policy of Orange that I took out only covers damage if you report it within 48 hours, so that won't work. Fortunately Orange said that I could get a replacement for £760 :S
I've seen the bits on ebay that I need, and I have no problem with opening up the phone to fix it myself, but I've had to send the phone back already for it vibrating constantly, and I don't want to eff my warranty 3 months into my contract...
Anyone know the best place to get this fixed for the cheapest price that would keep my warranty intact?
Cheers guys, you've already helped me a great deal (I troll here pretty much everyday )
Click to expand...
Click to collapse
48 hours - insurance.
The reason this clase exists is to avoid paying you out if you phone late. The insurance suffers no prejudice is you ring one minute late or one day late or even a month late. So obviously the only reason is to limit claims. This is unfair. If you challenge this clause undr the UCTA legislation you will almost certainly win in the small claims court.

Stronger than you might think
My wife dropped my HD on a concrete floor in a supermarket - without its case - when it was a month old. It went down with a hell of a crack but suffered NO damage whatsoever. Miracle.

Cracked screen :(

I'm just a little bit miffed today. My phone got knocked off a table at a restaurant, landed on the corner, then came to rest on its back (camera down). I know have a nice spiderweb across the top of screen. Thankfully, only my glass is cracked. The touchscreen still works perfectly, even across the cracks.
Am I going to be able to get this repaired from Sprint? One of my friends got his EVO repaired for free a few months ago with the same type of damage. Do I have similar coverage, or am I going to have to shell out for a replacement?
I'm taking it in on Monday, should I RUU back to stock, or just flash my rooted stock ROM backup? (I'm on CM7 RC4)

That sucks dude.
I'm always afraid of that happening to mine too
I personally don't know if Sprint will do it for free or not (they'll know for sure when you go)
Also, I think it might be best to RUU back (making backups of all your setups, ROMs, data, etc and saving said backups to your PC) Just in case Sprint feels the need to rummage through your phone after they replace the screen (I'm guessing they might to test to see if the screen replacement is working correctly)
You could do your second listed option, up to you. I'm also afraid of Sprint finding out I voided the warranty. See, if you they find out you're rooted, then there goes your warrant and free screen replacement (as long as a screen replacement is part of the warranty)

I'm not sure if they'll replace it for free. I have this "insurance" deal with sprint (which I'm pretty sure is a ripoff, but my mom insisted I get it) that we had to pay for when I first bought the phone that cost $10. It only covers certain types of things, such as hardware errors and the like, but doesn't cover accidental physical damage. It would cost me $100 to get my phone or screen replaced if something like this happened. But maybe the employees at your sprint store are nice and might replace your screen for free.

screen on my moment imploded and took it to the sprint store and asked them to fix it and they looked at me like i was a crackhead that walked in off the street. then they told me to call ausurion and pay the 100 bucks to get it fixed . chances are thats what you will have to do

[INFO] Smashed my screen!!!!

I smashed my screen a couple of week ago. Dropped a heavy lamp onto it and the sharp top end went into the edge of the screen and shattered a large proportion of it (I'm not blaming the screen cos that would have broken any screen). Luckily bought cover for it and returned it for repairs, due back this week.
But here's the interesting part of the story. I was searching ebay for accessories and came across the following:
http://cgi.ebay.co.uk/ASUS-TF101-16...=UK_iPad_Tablets_eReaders&hash=item1c1b55c6e9
THATS MY TRANSFORMER!!!!
So rung comet and they told me it is repaired and will be ready to pick up this week.
How do I know its mine? I took a picture of it before returning and the cracks across the screen are identical.
I can only assume comet are replacing it, even though they are claiming they repaired it.
In thier terms and conditions, if a product is replaced by a new one then the remainder of the warranty then becomes void (only covered for repairs). But they haven't said anything about it. Guess thats good for me, new transformer and keep warranty.

Honestly, this sounds very worrying and maybe this is a suing job. Surely a company isn't allowed to sell your property. What if you had sensitive data on it for example? If you can prove it's yours as you say you can, it looks like an open and shut case to me.
If I were you I'd ask for a proper explanation from them and show them exactly what you are showing us.

Warranty? Warrant doesn't cover dropping crap on it. Insurance would, but not warranty.
Lamp impact damage isn't a manufacturing defect. How the heck did you get the retailer to repair/replace it? Did you buy a replacement or service plan with it?

Thats a good point. I was just excited about getting my transformer back.
But very true that i could have had sensitive information on it but thankfully factory reset it before giving it back (just in case something like this happened i guess).
Will take a picture in when I go to pick "my" transformer up and see what they got to say for themselves

my correction, it was a service plan i bought (insurance) I bought with it, about £109 for a year that covers accidental damage. And so glad I did

Bonus, I have the serial number of my Asus. Now this will be an interesting conversation when I go pick up my Asus and try to match up the the serial no.

I'm assuming you are in the UK. Not sure how things work there, but most insurance policies here say they can replace the device and it still takes away the warranty period. As long as they wipe the device, they can do whatever they want with it. Same thing as a return. ymmv, but i wouldnt expect any sort of compensation from a company that is holding up their end of the bargain (taking a broken tablet from you and giving you a non-broken tablet.)

I'm more annoyed about the fact that if they were going to replace it why have they kept me away from my precious Asus for 3 weeks, they have (or someone) has had time to put it on ebay even.
Otherwise not to fussed with a replacement and I think your right that they prob have kept their end of the bargain. Will scrutinise the terms and conditions later.

You'll probably find what's happened is Comet have taken your tablet, the underwriter of the service plan has agreed to replace for a new device, the store then retains the device (insurance write-off) and a staff member asks to buy it for, lets say £50 for this argument which is then a 100% profit for the store due to it being writen-off. This is similar to how PC World worked when I was there during college/uni years and why you see clearance stock with bits missing/damage to them at reduced prices. Oh and staff get silly discounts off damaged products as they generally couldn't sell some stuff, we had people getting laptops for £50 or cheaper on the odd occassion.
However remember this could just be a coincidence lol

Hi, didn't asus already had an accident happen warranty for this device? (seen this on a retailer website, it is for the netbook but it was put in bold: Accidents Happen
You have extra protection when they happen to your ASUS notebook purchased in the US or Canada. ASUS will fix it or replace it for you at no charge during the first year after purchase in the event of damage from accidental spills, drops, electrical surges, or fire.
Warranty covering accidental drops, spills, power surges, and fire damage
Target 3 business day turnaround time for repair / replacement; not including receiving and shipping time
One-way shipping (from ASUS to the user) at no additional cost
24/7 toll-free phone support
One incident covered per notebook
So not sure about it but usually asus have a pretty good warranty...
**EDIT: OOps, just seen it is only for us and canada... so uk may be different...

i hope they havent actually sold off your tablet, thats a joke, tell them you want to be compensated for the trouble this has caused, you could have had sensitive data on the machine. And you know they are selling your one online. Maybe the person with the ebay account is a dodgy comet employee.
im gonna follow and see what happens, i wouldnt be happy waiting when there are about 4 different honeycomb tablets to pick from now, and they have kept you without your one. the xoom was meant to be the first, but i didnt get one, as this was out first, xoom got delayed and to be honest, why have you had to wait at all.

I am dissappointed that I had to wait so long just to get a replacement, and hurts a little (i know its sad) to see my original transformer on ebay cos it was mine and i loved it.
But to be honest they have kept within their contract, which says if they can't fix it they will replace it. And repairs/replacements will take approx 3 weeks.
Nonetheless i will mention it when i go pick up my transformer on thursday and make a point of why I had to wait when they new they were going replace it atleast a week ago.
And just checked and it has been sold for £180

Digitizer Replacement saga- I bet this is how all refurbs are done

Earlier this year I got an Evo (HW 004, Epson screen) off eBay, no contract, no TEP, no ERP, and have used it pretty hard for a few months now. I have already cracked and replaced the camera lens glass cover disc of glass thingie with a kit also bought on eBay, so when the digitizer started getting progressively worse in recent days I basically said fine I'm perfectly willing to go DIY again.
Everyone says just replace the LCD screen and digitizer together as a unit so you don't fiddle around separating the bad digitizer from the good LCD screen and all that adhesive drama. Let's say approx $30 for just the digitizer, $80 for both, these days. To me, if the phone costs $2000 to own over two years, I don't really care about a few bucks here and there, so either method would work for me.
But while researching this issue on XDA I found quite a few people who persuaded either Sprint ($35) or HTC ($6 S&H) to do it for them.
So I figured why not drop in to the nearest Authorized Sprint Repair Center which happens to be very near where I live.
I get to the repair tech window and tell the guy I'm just asking him for advice. I say right up front this phone is rooted, I got it off eBay, I got no insurance of any kind etc. I just ask him what are my options?
He offers to replace both digitizer and LCD screen for $35. On the spot. Only I'll have to pay in cash because "their computers are down".
I say right on let's rock. His methodology is very straightforward. In plain view of God and everyone he just turns around to the counter behind him and starts rooting through all the returned phones lying around (they're all in these big envelopes, like in the old days of processing rolls of film, yeah i know lol I'm that old whatever) until he finds an Evo that he knows he saw earlier. I guess he's assuming that the Evo he's cannibalizing wasn't being returned because of a faulty digitizer or screen. Real master of probability theory, this guy.
He determines that the screen on whatever Evo he came up with has "the narrow cable" and then he cracks mine open (in like four seconds- I'm pretty sure I would have spent a good 30 minutes making sweet love to my phone with a pry tool to get to the same point- maybe DIY is not really such a bargain after all if your time is worth anything) and determines mine has "the fat cable". So no donor match for me. He puts it back together, hands it back and says to come back tomorrow because he just got ten new Evo's in from the factory for customers who have been waiting to get their phones back. Once they have returned to the store to pick up their replacements he'll have plenty of Evos to work with. He figures at least two of them will have "the fat cable".
I imagine this is how refurbs are done in general: Find out what the customer is complaining about, grab the relevant parts from a phone that a *different* customer was complaining about, and hope they weren't complaining about the same thing.

Given the circumstances (rooted phone bought off ebay) and the fact that he wanted you to pay cash because the "computers were down" I have a feeling this might not be how all repairs are handled... probably just the ones that are done "off the books" by that particular repair guy.

Pretty sure this is how they handle the repairs. I had my screen replaced once, and got it back with a crack by the volume buttons and power button. When I confronted the tech, he told me the screens are not new, but "harvested parts".

I had the same thing done to my phone. I had the "B spot" on my original HW003 and he replaced it with a used screen, which had another small white blotch in the screen. About 2 weeks later he received a brand new screen from HTC and put it on my phone. Been running that screen ever since.

bryank930 said:
Pretty sure this is how they handle the repairs. I had my screen replaced once, and got it back with a crack by the volume buttons and power button. When I confronted the tech, he told me the screens are not new, but "harvested parts".
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Same thing happened to me when I was going through my "refurb phase" trying to get a decent replacement. Sprint sent me a refurb that the screen was cracked out of the package. I took it to the store, the guy ripped it open in about 5 seconds, rummaged around a box of spare evo parts, and put a new screen on it. He gave it back to me 5 minutes later. This new screen was scratched to hell, the bezel around the screen was scratched to hell from him ripping the phone open, and the volume keys didnt work, I assume because he didnt put it together correctly. He told me that's how they do it, and that even though the "new" screen he put on had scratches, to sprint that was considered a new screen. It then took me about 4 hours arguing with the manager and on the phone with retentions to get them to get me another device.

Well, I went back to the guy for the replacement, and at the end of it all, either things got a whole lot shadier or a whole lot *less* shady, I can't tell: after he did the job (10 minutes, while-u-wait), he then wrote down my phone #, MEID and IMSI on a post it note before he gave me the phone back.
But there are a few things he said that make me think I misjudged the guy, like how I might receive a call from Sprint asking if I was satisfied with their customer service etc, how he does actually test the screen before he puts it in to make sure he's not swapping out one bad screen with another, and of course the post-it note ritual itself.
Of course this time there were other customers present, so maybe that was all for show and the post it note just went straight to the bottom of a trash can somewhere.
Anyways I paid in cash as previously arranged and walked out the door one happy person. What he did afterwards I don't know, and hopefully won't ever need to care.
Bottom line, digitizer is replaced (and as a nice side effect i no longer have to live with a couple pretty deep scratches on the old glass, even if the bezel is a little more nicked up than my old one), and the phone has never worked better.
[EDIT : just got a series of automated questions from Sprint via SMS asking about my experience. So I guess this all turned out to be more legit than I had initially suspected...]

Very nice! Glad to see you got a legit operation. As you know, I am in similar process. Getting screen replaced.

NxNW said:
Well, I went back to the guy for the replacement, and at the end of it all, either things got a whole lot shadier or a whole lot *less* shady, I can't tell: after he did the job (10 minutes, while-u-wait), he then wrote down my phone #, MEID and IMSI on a post it note before he gave me the phone back.
But there are a few things he said that make me think I misjudged the guy, like how I might receive a call from Sprint asking if I was satisfied with their customer service etc, how he does actually test the screen before he puts it in to make sure he's not swapping out one bad screen with another, and of course the post-it note ritual itself.
Of course this time there were other customers present, so maybe that was all for show and the post it note just went straight to the bottom of a trash can somewhere.
Anyways I paid in cash as previously arranged and walked out the door one happy person. What he did afterwards I don't know, and hopefully won't ever need to care.
Bottom line, digitizer is replaced (and as a nice side effect i no longer have to live with a couple pretty deep scratches on the old glass, even if the bezel is a little more nicked up than my old one), and the phone has never worked better.
[EDIT : just got a series of automated questions from Sprint via SMS asking about my experience. So I guess this all turned out to be more legit than I had initially suspected...]
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He used your phone information to put in a trouble ticket with Sprint to show that he did the repair. Standard stuff.

WARNING: Screen Assurance Program

Warning to anyone getting a new phone through the screen assurance phone... The other day I was running to get out of the rain and my phone fell and the screen broke. The screen became unresponsive and eventually went black. The phone would still vibrate so I knew it wasn't totally dead.
I went into the Verizon store and told them what happened and they said I would get a new phone this week and to send mine back (awesome right?). Well after doing some research on the screen assurance program, there was a big warning about being charged for the price of a new phone (which is crap, because they send you a refurb and not a new phone) if there is anything other than a crack in the display. Well this got me concerned because my screen wouldn't even come on and there was some cosmetic damage to the bezel from the drop.
I called Verizon to make sure that I wasn't going to get charged for a new phone if mine didn't meet their qualifications. I asked if I could send the new one back if they found other issues with my phone, such as water damage, and they said I could but they would not be able to send my old phone back either. I was ok with that, even though I'm out a phone after only 5 months...The screen assurance program was the only reason I cancelled my insurance. I have never reuined a phone besides a cracked screen.
The representative called me back a half an hour later and told me that she had made some calls and that if they found anything wrong with the phone that didn't meet the screen assurance program requirements that I would be charged REGARDLESS if I returned the replacement phone. She said that I am just better off not returning it if it didn't meet the requirements.
My questions for her were - how am I supposed to know if it doesn't meet the requirements? I have no idea what the requirements are as far a physical damage, because they are extremely vague on the FAQ's. I also asked her how I was supposed to know if there is water damage? These phones are splash resistant, so even though it was in the rain, doesn't mean it has water damage.
Her only response was pretty much that she was sorry but there was nothing that they could do and I would be charged the price of a new phone if there was anything wrong with it.
So at the end of the day BEWARE of the screen assurance program, Verizon will still find a way to screw you out of more money. If you return your broken phone it is up to "the warehouse" to determine if you will get charged $500 or not.

huntb said:
Warning to anyone getting a new phone through the screen assurance phone... The other day I was running to get out of the rain and my phone fell and the screen broke. The screen became unresponsive and eventually went black. The phone would still vibrate so I knew it wasn't totally dead.
I went into the Verizon store and told them what happened and they said I would get a new phone this week and to send mine back (awesome right?). Well after doing some research on the screen assurance program, there was a big warning about being charged for the price of a new phone (which is crap, because they send you a refurb and not a new phone) if there is anything other than a crack in the display. Well this got me concerned because my screen wouldn't even come on and there was some cosmetic damage to the bezel from the drop.
I called Verizon to make sure that I wasn't going to get charged for a new phone if mine didn't meet their qualifications. I asked if I could send the new one back if they found other issues with my phone, such as water damage, and they said I could but they would not be able to send my old phone back either. I was ok with that, even though I'm out a phone after only 5 months...The screen assurance program was the only reason I cancelled my insurance. I have never reuined a phone besides a cracked screen.
The representative called me back a half an hour later and told me that she had made some calls and that if they found anything wrong with the phone that didn't meet the screen assurance program requirements that I would be charged REGARDLESS if I returned the replacement phone. She said that I am just better off not returning it if it didn't meet the requirements.
My questions for her were - how am I supposed to know if it doesn't meet the requirements? I have no idea what the requirements are as far a physical damage, because they are extremely vague on the FAQ's. I also asked her how I was supposed to know if there is water damage? These phones are splash resistant, so even though it was in the rain, doesn't mean it has water damage.
Her only response was pretty much that she was sorry but there was nothing that they could do and I would be charged the price of a new phone if there was anything wrong with it.
So at the end of the day BEWARE of the screen assurance program, Verizon will still find a way to screw you out of more money. If you return your broken phone it is up to "the warehouse" to determine if you will get charged $500 or not.
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Click to collapse
Did you submerge it in water? Smash it with a hammer? Fry it in the microwave? If so, they are not going to honor the warranty replacement. If not, I think you are over thinking it. I have to imagine that they expect some damage to the plastic housing, if the drop was enough to shatter the screen.

dcallan said:
Did you submerge it in water? Smash it with a hammer? Fry it in the microwave? If so, they are not going to honor the warranty replacement. If not, I think you are over thinking it. I have to imagine that they expect some damage to the plastic housing, if the drop was enough to shatter the screen.
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Click to collapse
This is what I'm wondering as well I dropped mine and it landed on the corner. A bit of the plastic housing broke off as well as a small chunk of glass. Screen still works fine, so I decided to wait and save my replacement in the event I have a more serious accident.
I was planning on getting a replacement after approx 1 year, does anyone know if that bit of housing that broke off is going to stop them from honoring it? Anyone have any experience with something similar?

huntb said:
Warning to anyone getting a new phone through the screen assurance phone... The other day I was running to get out of the rain and my phone fell and the screen broke. The screen became unresponsive and eventually went black. The phone would still vibrate so I knew it wasn't totally dead.
I went into the Verizon store and told them what happened and they said I would get a new phone this week and to send mine back (awesome right?). Well after doing some research on the screen assurance program, there was a big warning about being charged for the price of a new phone (which is crap, because they send you a refurb and not a new phone) if there is anything other than a crack in the display. Well this got me concerned because my screen wouldn't even come on and there was some cosmetic damage to the bezel from the drop.
I called Verizon to make sure that I wasn't going to get charged for a new phone if mine didn't meet their qualifications. I asked if I could send the new one back if they found other issues with my phone, such as water damage, and they said I could but they would not be able to send my old phone back either. I was ok with that, even though I'm out a phone after only 5 months...The screen assurance program was the only reason I cancelled my insurance. I have never reuined a phone besides a cracked screen.
The representative called me back a half an hour later and told me that she had made some calls and that if they found anything wrong with the phone that didn't meet the screen assurance program requirements that I would be charged REGARDLESS if I returned the replacement phone. She said that I am just better off not returning it if it didn't meet the requirements.
My questions for her were - how am I supposed to know if it doesn't meet the requirements? I have no idea what the requirements are as far a physical damage, because they are extremely vague on the FAQ's. I also asked her how I was supposed to know if there is water damage? These phones are splash resistant, so even though it was in the rain, doesn't mean it has water damage.
Her only response was pretty much that she was sorry but there was nothing that they could do and I would be charged the price of a new phone if there was anything wrong with it.
So at the end of the day BEWARE of the screen assurance program, Verizon will still find a way to screw you out of more money. If you return your broken phone it is up to "the warehouse" to determine if you will get charged $500 or not.
Click to expand...
Click to collapse
i think the only mention that fell while it was raining, its what it ruined it for you, they assumed water damage, you should just said that you dropped and broke the screen. thats how they roll.

They said they would check it for water damage once it was received by the warehouse. They said they inspect every phone that comes back for the screen assurance program. Even if I wouldn't have said that it fell while it was raining, they would still see if it had water damage. I don't know if it does or not but there is no way to find out without sending it back in. When I do they can charge me $500 if it does.

00McD00 said:
This is what I'm wondering as well I dropped mine and it landed on the corner. A bit of the plastic housing broke off as well as a small chunk of glass. Screen still works fine, so I decided to wait and save my replacement in the event I have a more serious accident.
I was planning on getting a replacement after approx 1 year, does anyone know if that bit of housing that broke off is going to stop them from honoring it? Anyone have any experience with something similar?
Click to expand...
Click to collapse
Droid Turbo Screen Assurance FAQ's
Quote from the above website: "This one time replacement covers only a cracked display. If you have already received a replacement under this program or the device is found to have been subjected to other physical damage such as crushed or damaged housings, liquid damage, software or hardware alteration, it is not eligible for a replacement under this program."
"A cracked display refers to cracks to the outer glass/screen portion in the front of the device. Any damage that also includes a cracked housing, missing glass fragments or other significant structural damage to the housing does not qualify for the Droid Turbo Screen Assurance program. If you re unsure if your device meets the qualifications, you can visit a Verizon Wireless retail store to speak directly with a sales representative."
"If your Droid Turbo has been subjected to neglect, misuse, liquid damage, software or hardware alteration or unreasonable wear and tear, it is not eligible for a replacement under this program.
Note: Do not return your device under Droid Turbo Screen Assurance unless your damage is covered under this program. If you do, you ll be charged up to the full value of the replacement device, which may be in excess of $500, even if you subscribe to an Equipment Protection program. "

But the Verizon store sent it in, not you, right? Shouldn't they be responsible if they did not properly evaluate the damage? They can't charge you $500 for their mistake.
When I saw the screen assurance thing when I bought my turbo, it seemed too limited to warrant going without insurance. All it protects you from is if the screen cracks and nothing else experiences any damage. In my mind, this is only good for saving me the insurance deductible in such a cracked screen-only event.

First, they can actually replace just the screen. Second, if they didn't screen for other damage then any yahoo who had something happen to his phone would just crack the screen and ask for a new one.

I'm sure they'll fix the actual screen like they say they will then if anything is messed up past that it's on you.... because that's how it's written. A big selling point of this phone for me was that I can go case-less until i scratch up/crack this screen then I'll get my replacement and put a lifeproof on it.

They don't replace the screen or send your phone back in for you. They send you a replacement phone with a prepaid return shipping label and you are responsible for sending the broken phone back to "the warehouse" where they will analyze it and determine whether or not it qualifies for the screen assurance program. If not, you get charged for the price of a new phone.

Here's my experience with this whole thing. I dropped my phone in a puddle it was submerged for about 30 seconds. Put it in rice and it came back to life. Two months later I cracked my screen. Brought it to the VZW store, they ordered me up a new one after verifying some info. Two days later I had my refurbished phone and sent the damaged one back.
Haven't had any charges to my account. Doesn't seem like they check these returns too thoroughly unless you admit your guilt.
Sent from my XT1254 using XDA Free mobile app

Long as it isn't water damaged
I dropped mine ~3 weeks after launch. I got lucky that they didnt have a refurb available and received a brand new device. That being said my screen was shattered to the point of glass falling out of it, and the screen was completely black and didn't light up at all. Phone still worked, but was stuck in a bootloop at the droid logo and wouldn't even finish turning on. They still replaced it. I even forgot to send my old phone back for like 30 days, and they credited my account with the amount they had charged me the same day they received it back.

I am more worried about the "software modifications" section, since I had rooted my phone with moforoot. I returned it back to stock, so it shows "official", however the qe counter is still 0/1 which means it is not currently rooted, but was rooted in the past.
It has been about 5 days since I got notice that my old phone was received. Will have to see.....
I fail to see how rooting a phone can cause a screen to crack though
Verizon can quickly do a full reflash, so what do they care?

Don't say you dropped it
Last week I set my phone down on a rock to take a picture of a guy with his phone. When I came back to my phone, it looked like the wind had blown it, fell 2 feet, and cracked the screen. I called VZW Tech Support today, and when they asked me how it cracked, I said that I had dropped it. BAD MOVE! The rep then said that I had voided the warranty by dropping it, and couldn't replace it under the Screen Assurance program. I then asked for a supervisor, told her that I had misspoken and that I had not actually dropped the phone (which was true). She thought that laying it on a hot rock could have caused it to crack, because the manufacturer's defect has to do with the glass overheating and cracking.
So don't tell them you dropped the phone!

I got mine taken care of.. no issues.

i just requested mines, the order has been placed... i hope they dont bull**** me when they receive mines.

Whoever the rep was that says they won't cover it if it was dropped obviously doesn't know the program. They were probably just giving their standard response for other phones.
On the "software modification" issue, It has been over a month since I sent my phone back that I had rooted with MOFO and thankfully they have not tried to charge me for the replacement phone. So long as you revert any rooted phone back to stock it probably won't be an issue getting it replaced under the screen assurance program (though it's not a guarantee).

Is this program only for those who bought the Turbo straight from Verizon? I bought mine on Amazon because they had a better price than Verizon. Am I still eligible?

The FAQ for the Screen Assurance Program is here:
http://www.verizonwireless.com/support/droid-turbo-screen-assurance-faqs/
It doesn't specifically say it has to be purchased through Verizon, It just says it is for 2yrs from date of purchase of a new Droid Turbo.

On my s4 & note 3 that I had rooted before asking vzw for a replacement cause of various problems I had found after rooting both phones, I unrooted them & sent them back & had no problems with the replacement policy. So as long as you unroot the phone or brick it before sending it back they don't really care if it's been rooted before cause I don't think they really can tell cause the flag that gets tripped when rooting becomes untripped when you unroot your phone & as far as bricking your phone it then becomes impossible for them to tell if it's been rooted before.