Database Users

Need some opinions on warranty replacement

So, here's my story.
The screen "died" on my Fascinate last Friday (4 days ago). When I took it off charge in the morning (I always charge it overnight), I noticed some discoloration in the center of the screen. Phone was still functional, but I really didn't look into much as I was leaving for work. After about 2 hours, I looked at the phone again and the screen was much worse. It now had an image burned on it and it was getting darker. Touch screen also stopped working about this time. Well, after another hour or two, I couldn't see anything on the screen except for a small bit at the very top of the screen.
I called the Verizon store over lunch and explained what happened, they patched to another tech support guy who had me pull the battery, which helped nothing. So, he put through to overnight me a replacement, which is arriving today. Well, I picked the broken phone this morning which has been powered off all weekend, and when I looked at it in the light I could see the screen underneath is cracked in an arch at the top. I have no idea how it could have happened. I'm very gentle with my phone and have no memory of when such damage could have occurred. This is the first time I noticed it, and you really have to look at it at the right angle to even see it. The glass on top is flawless and the phone shows no other signs of damage.
I'm really not sure what to do at this point. Is Verizon going to notice it and tack the $500 or so onto my bill? Should I call them and explain what happened? I'm pretty sure there's a good chance it will just slip through the cracks when they receive my broken phone, but I guess my conscience is getting the best of me. Anyone have any thoughts on my situation or experienced similar in the past with Verizon?

I'm guessing you have asurion insurance? I believe you can so 2 replacements a year. That being said... You're first replacement came in broken and I wouldn't accept it.
Sent from my SCH-I500 using XDA App

daavy said:
I'm guessing you have asurion insurance? I believe you can so 2 replacements a year.
Sent from my SCH-I500 using XDA App
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I do not, which is why I was happy when they told me it was a warranty replacement. My heart kind of sunk when I saw the crack

An arch from electrical current? If that's the case maybe call and tell them. Just be sure you don't have water damage.

boostedjti said:
An arch from electrical current? If that's the case maybe call and tell them. Just be sure you don't have water damage.
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Definitely no water damage.
Not an arch from electrical current. The crack is in a arch shape. No idea what the cause was. I'm just afraid once I send it back, they are going to see it and claim abuse and charge me for the replacement. If there's a good chance that could happen, I may want to just send the warranty replacement phone back and replace the screen in my broken phone for $100.

If the crack is under the main screen then i would say it will be covered easily. I had a BB Storm where the screen was fine but the digitizer shattered. Vzw store replaced it without a problem.

Sounds like a manufacturing defect to me . AFAIK your phone has a 1 year manufacturer's (Samsung) warranty so Verizon probably won't care to replace it since the replacement cost won't be coming out of their pocket.

"its cracked?" "it wasnt went i sent it. They must have dropped it in shipping" ive been told works with customer service, its not worth their time arguing with you.

One thing with verizon I have noticed it's they really don't have too much of a conscience when it comes to us customers, so why have one with them. Warranty replace it and claim it must have happened during shipment if they notice. doubt they will argue. I know some people misuse the warranty replacement thing, but apparently you aren't. I forgot to replace the official software bacl on one of my storm replacements (there were 11 total and they were all legit) they didnt even notice. Odds are the screen will get replaced and sent off to another customer and they will be none the wiser

Dust under screen fixed, now white is dirty white and backlight bleeding!

Just got back from the Sprint store. Told the lady my issue which was dust under the screen (my phone did have the screen separation issue) which I mentioned and she said was cosmetic and couldn't do anything about but we can clean the dust out for you. Left my phone went to do some thing came back 45minutes later and got my phone back. They told me they had to replace the screen so I was like oh cool no dust plus fixed screen separation issue!
But . . . . . .
Now there is bleeding from the backlight just above the Home/Menu/Back/Search buttons. The screen has a very noticeable white glow about half a inch or more up. The white is no longer white (like the text message menu) its a dirty white, except the lower portion where the bleeding is at.
Well theres my rant, any options, advice, or anything else please feel free to let me know!

ProvocativeSmell said:
Just got back from the Sprint store. Told the lady my issue which was dust under the screen (my phone did have the screen separation issue) which I mentioned and she said was cosmetic and couldn't do anything about but we can clean the dust out for you. Left my phone went to do some thing came back 45minutes later and got my phone back. They told me they had to replace the screen so I was like oh cool no dust plus fixed screen separation issue!
But . . . . . .
Now there is bleeding from the backlight just above the Home/Menu/Back/Search buttons. The screen has a very noticeable white glow about half a inch or more up. The white is no longer white (like the text message menu) its a dirty white, except the lower portion where the bleeding is at.
Well theres my rant, any options, advice, or anything else please feel free to let me know!
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Take it back give them a ***** session, If they fail to fix call Sprint speak to retentions see if they can do anything 4 ya

LOL! Welcome to the club. Had dust under screen... took it to local store... they replaced screen with one that was all scratched and nicked on edges... I *****ed and had them put my old one back... they said I needed to call Sprint for replacement... I did... got them to send me a replacement... replacement arrived with camera and kickstand all scratched up... *****ed and had them send me new replacement... replacement arrived yesterday all scratched up on the sides... *****ed and had them send me new replacement... they said I have to go through store... I told them I don't have time to keep doing this... asked them to transfer me to retentions... lady was useless and told me there was nothing they could do... I hung up and will most likely switch to T-Mobile when the 4 other lines on my contract ends in April.
I'm just done with this non-sense. Sprint thinks that because it is the cheapest carrier, they can do these things as we'll most likely not switch... well, they just lost a $300+/mo customer here.

akarol said:
LOL! Welcome to the club. Had dust under screen... took it to local store... they replaced screen with one that was all scratched and nicked on edges... I *****ed and had them put my old one back... they said I needed to call Sprint for replacement... I did... got them to send me a replacement... replacement arrived with camera and kickstand all scratched up... *****ed and had them send me new replacement... replacement arrived yesterday all scratched up on the sides... *****ed and had them send me new replacement... they said I have to go through store... I told them I don't have time to keep doing this... asked them to transfer me to retentions... lady was useless and told me there was nothing they could do... I hung up and will most likely switch to T-Mobile when the 4 other lines on my contract ends in April.
I'm just done with this non-sense. Sprint thinks that because it is the cheapest carrier, they can do these things as we'll most likely not switch... well, they just lost a $300+/mo customer here.
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OHHH, that would have pissed me off... I wouldnt pay my bill and file a complaint with the Sec. of State against them. lol
As far as the OP goes, yeah I would take it in to them and tell them if they don't fix it the right way - you will file a comaplaint against the store and will not be paying any part of the bill untill its correctly taken care of

Well long story short its fixed. They replaced the screen yet again and everything is as crisp as it was before, no dust under screen. There doesn't appear to be any screen separation but if I push on the screen I can reveal more of that edge on the inside but the screen is not above the edge of the phone but almost flush with it.
I think it depends on the store maybe, this place has been a headache but also a blessing, doing wayyyy more than any other sprint store I have been to and I've been to A LOT lol.
The guy even asked me if it was "rooted" and I was like ummm I don't know? Maybe? He chuckles and says oh I was just wondering cause it had that rooted look. Then he said you know you can make it run at 1200 (which I'm assuming processor speed is what he meant) and I said ya I know but its already fast enough. I couldn't tell if they cared if it was rooted or if he was just curious.

Sprints tech support told my friend he should root his phone because the Roms people put out are easier to fix problems on then stock ones.
Sent from my PC36100 using Tapatalk

I just had a experience with sprint myself which was horrible and I am still going through it. I had my screen replaced and they left all the screws out of my phone. When I realize it, I went back to the store to tell them and they replaced the screws. I realized then my screen was full of dust. The manager was a complete ass and would not do anything. Then he said he could fix it. They had the phone for an hour and come to find out. All they did was blow th dust even further down into the screen. The dumb asses used a spray gun and put the air through the 3.5mm hole. The problem with that is that is where the dust is getting in.
I called retention and they want me to go to another store to get the run around again. I also got them to confirm the upcoming changes with the perks for yearly upgrades. It's a great day at sprint today. Anyway, I am now back in the same situation with screen full of dust and nobody willing to do anything to fix it. They want me to go to another store but I refuse to burn my gas to deal with another crappy store.

Jjday7 said:
I just had a experience with sprint myself which was horrible and I am still going through it. I had my screen replaced and they left all the screws out of my phone. When I realize it, I went back to the store to tell them and they replaced the screws. I realized then my screen was full of dust. The manager was a complete ass and would not do anything. Then he said he could fix it. They had the phone for an hour and come to find out. All they did was blow th dust even further down into the screen. The dumb asses used a spray gun and put the air through the 3.5mm hole. The problem with that is that is where the dust is getting in.
I called retention and they want me to go to another store to get the run around again. I also got them to confirm the upcoming changes with the perks for yearly upgrades. It's a great day at sprint today. Anyway, I am now back in the same situation with screen full of dust and nobody willing to do anything to fix it. They want me to go to another store but I refuse to burn my gas to deal with another crappy store.
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I said the same thing. I don't have time to keep trying out different stores. They refuse to do anything about it though. I'm running out of options. I want a new phone or a refurb in good condition. It's not much for someone who pays over $300 monthly to them.

Well I bit the bullet and got off my ass and went to another store. I got the screen replaced in less than 15 minutes. The guy pulled up the retention notes and fixed it immediatlely. It's sad I had to resort to literally a 45 minute conversation with retention to get this to happen. I have to find a way to block the opening on these phones. The 3.5 mm opening should have been on the side or dare I say the bottom. I know some people don't like that.

Looks like I’m not the only one with the same problem. My EVO was six months old and died to the point it wouldn’t even power up (no phone) insurance. So they ordered a replacement, this one has light leak everywhere, dinged up speaker phone and couple of dust specks, plus old battery. So I said I want another one. So week later I got another one. Holy ****, the second one was even worse then the first replacement. Light leak everywhere, bunch of dust in left lower corner, dinged up housing. I did not accepted that replacement. Called Sprint and they said they have no authority to tell the store to order me a new one and told me to talk to the store manager (like that will do anything) because they said it’s a cosmetic issue. What pisses me the most is that the warranty on refab. is only 30 DAYS. HTC/ Sprint doesn’t extend warranty to the end of the first unit. This is a total bull****. I lost 6 month of manufacturing warranty. Looks like HTC doesn’t stand for there product like Apple does. I never had those problems with exchanging Iphone’s. Warranty was always extended to the end of the original unit and you couldn’t tell that was a refab. or a brand new unit.

For people who crack lcd but not gorilla glass..call dell support

This is happening to a lot of people and unfortunately to me too. Just dropped the phone about a feet and the lcd got roasted. Not a single scratch on the phone.
If you look online everywhere it says that this falls under accidental damage and will not be covered. Infact dell official forums has a post by rep where they mention this.
Was prepared to shell out money for buying the screen glass combo from the UK website, however I still called dell support to try my luck. To my surprise they offered to ship in an exchange unit. So waiting to get my new phone .

asahay said:
This is happening to a lot of people and unfortunately to me too. Just dropped the phone about a feet and the lcd got roasted. Not a single scratch on the phone.
If you look online everywhere it says that this falls under accidental damage and will not be covered. Infact dell official forums has a post by rep where they mention this.
Was prepared to shell out money for buying the screen glass combo from the UK website, however I still called dell support to try my luck. To my surprise they offered to ship in an exchange unit. So waiting to get my new phone .
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How long have you had your phone for? This method may not work for people who are out of warranty.

I bought the streak in january and the underlying assumption in the post was that you are still under warranty. Should have made that clear though

I actually just got my replacement for just that. Looked the lcd was leaking around the edges. Glass was fine. I dropped it just a few feet while the Sreak was in its Otterbox and it landed flat on its back. Not a scratch. Worked fine for the rest of the day, then when I woke it up the next day, it was pooched. It was only 2 months old. Called up Dell mobility and they shipped out a replacement, no charge.

Same thing happened to me but it was already my second streak. Dropped in otterbox so not one scratch anywhere. Told dell it happened mysteriously overnight while charging. At first she said the best they could do was an "out of warranty replacement" for $230!!!!!! Uhhh no thanks.. The $80 screens on ebay look more appealing for some reason... But that wasn't the case for me. She said "thats what my supervisor said". So I asked to speak with him, after 10 mins on hold she comes back and tells me they are just going to send a replacement. WOOOOOOT!!
Order was placed on the 18th at 5pm and it arrived THE NEXT DAY 19th! I'm really happy

I hope I'm never going to have to do this. My Streak's lcd started to bleed on the edges but went away slowly after approximately a month.

bricked_tab said:
I hope I'm never going to have to do this. My Streak's lcd started to bleed on the edges but went away slowly after approximately a month.
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funny how that works, mine has this problem and the longer it sits the less of a problem I have. This would be the 3rd time I would have to replace it and I figured i would just wait and see what happens. It seems to be self healing.

It's annoying as hell when you can't read texts on the edge of the screen. It's probably my fault- I repeatedly applied and reapplied a Zagg lcd shield then forced a silicon case on it.
My phone has also fallen on a wooden surface just recently, about a feet. I think the Otterbox Commuter case did it's job. Thank goodness the bleeding didn't come back nor the glass shatter. Fingers crossed this fragile phone lasts a long time.

Samsung will not change my back cover!

I have a GS3 for att and a few hours after i bought the phone i noticed the back door cover is not snapping in on the bottom left side. After thinking i might be able to return the phone to the best buy i got it from and exchange it i decided to wait two days. Turns out my only option is returning not exchanging due to the high demand of the phone. I tried to call samsung to see if could possibly send me a back cover since all the hooplah about the back cover recall during production i figured it would not be a problem. I first tried to get this fixed through their live chat system. In the end they told me its not cover because its physical damage. I proceeded to call their support and see if they could give me the same answer. They in turn said I would have to send the phone to them but since I have no oter phone now I could not do that so I politely asked to speak to a manager but there were "on the phones" and "busy" so they took my number and told me they would call me back. Well.... I guess you can figure out what happened with that promise. I called a second time and after a 40 minute call it got me nowhere. They then told me on my second call that the back cover was not covered in the warranty because it was a "detachable part of the phone" and that it was an "accessory". I told them this does not make sense because isnt the battery considered detachable and an accessory? This time i asked for a manager again and I guess the managers were being lazy because not one of them wanted to speak with me because they were on "call" ironically. Can anyone help me with this situation any suggestions anything I can tell them to actually do something about this? I also already told them that all over the internet there were news about defective back covers during manufacturing and how it was pulled to be fixed and how people are posting pics of back cover issues also including on this forum! Im so aggravated with their customer support that i have a headache.

Look up on ebay to find a replacement. I know a lot of sites sell battery back covers and they aren't expensive
sent from my GALAXY SIII

Because of the crazy demand of the phone, you may have to wait it out if you can't be without phone and hope BBY gets some stock in within your 30 day (?) exchange window.
If you absolutely can't wait, you may wanna try ebay for a replacement back, since it's been reported the the international doors work just as well. But that would require you to shell out some dough for something that isn't your fault

Stock back cover is crap, really poor decision from Samsung. Finger print magnet and slippery. Anyways there are tons of 3rd party replacement back covers anywhere from 2$ to 10$, with better decals or nice tactile texture some even metal or leather.
Check amazon or just Google.
Sent from my SAMSUNG-SGH-I747 using Tapatalk 2

Buy the official flip cover - replaces the back. Use that until you find a replacement back. Can we even get those yet by the way?...

I've read that some of the back covers block NFC. Be careful with what you get.

Ansextra said:
I've read that some of the back covers block NFC. Be careful with what you get.
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Yeah the metal ones..
Try putting the bottom left in first then bottom right then go up. Mine was like this until I did this.
Sent from my GT-I9300 using Tapatalk 2

you can but on ebay, offical samsung back battery covers in white and blue. They are around $30.00 . I got mine a couple of days ago as I wanted an extra cover.

Wow, this is really poor customer service from Samsung. I had a loose battery door on my Motorola DX. I did online chat with rep, after 2 minutes of taking my info then she sent me a brand new battery door. Received in mail 2 days later.

I would say file a better business Bureau complaint. Everytime I have filed a complaint someone from the executive offices called me back. I filed one against LG and got them to replace my phone after sending it in for repair 3 times and all 3 times didn't fix it. I also had an issue with dell and filed a complaint and the escalation office called me and bent over backwards to make me happy. So I would suggest doing that and you will get a call back within a week guaranteed
Sent from my SGH-I777 using Tapatalk

Envy718 said:
I have a GS3 for att and a few hours after i bought the phone i noticed the back door cover is not snapping in on the bottom left side. After thinking i might be able to return the phone to the best buy i got it from and exchange it i decided to wait two days. Turns out my only option is returning not exchanging due to the high demand of the phone. I tried to call samsung to see if could possibly send me a back cover since all the hooplah about the back cover recall during production i figured it would not be a problem. I first tried to get this fixed through their live chat system. In the end they told me its not cover because its physical damage. I proceeded to call their support and see if they could give me the same answer. They in turn said I would have to send the phone to them but since I have no oter phone now I could not do that so I politely asked to speak to a manager but there were "on the phones" and "busy" so they took my number and told me they would call me back. Well.... I guess you can figure out what happened with that promise. I called a second time and after a 40 minute call it got me nowhere. They then told me on my second call that the back cover was not covered in the warranty because it was a "detachable part of the phone" and that it was an "accessory". I told them this does not make sense because isnt the battery considered detachable and an accessory? This time i asked for a manager again and I guess the managers were being lazy because not one of them wanted to speak with me because they were on "call" ironically. Can anyone help me with this situation any suggestions anything I can tell them to actually do something about this? I also already told them that all over the internet there were news about defective back covers during manufacturing and how it was pulled to be fixed and how people are posting pics of back cover issues also including on this forum! Im so aggravated with their customer support that i have a headache.
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This is why I left AT&T. Their customer service is the worst out of all the top 4 carriers in the US.
Sent from Droid RAZR MAXX

Envy718 said:
I have a GS3 for att and a few hours after i bought the phone i noticed the back door cover is not snapping in on the bottom left side. After thinking i might be able to return the phone to the best buy i got it from and exchange it i decided to wait two days. ... They then told me on my second call that the back cover was not covered in the warranty because it was a "detachable part of the phone" and that it was an "accessory"
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First, the manufacturing issue had everything to do with the surface quality, not the fit issue.
Second, you need to learn to insert the cover properly. If you insert from the bottom and just press hard around the edge all the way around, it will fit in snuggly.
Third, if you still can't get the cover to assemble or break the cover in the process of forcing it in, just buy a replacement cover. It is not expensive and certainly not worth your time and effort to argue with Samsung over it, imho.
Just trying to be helpful...
Sent from my SAMSUNG-SGH-I717 using xda premium

ArborRes said:
First, the manufacturing issue had everything to do with the surface quality, not the fit issue.
Second, you need to learn to insert the cover properly. If you insert from the bottom and just press hard around the edge all the way around, it will fit in snuggly.
Third, if you still can't get the cover to assemble or break the cover in the process of forcing it in, just buy a replacement cover. It is not expensive and certainly not worth your time and effort to argue with Samsung over it, imho.
Just trying to be helpful...
Sent from my SAMSUNG-SGH-I717 using xda premium
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Im not retarded I know how to put the back cover on I have already done this and it is not staying. Im one of the few people that read the manuals. I have never broke the cover because it came like that out of the box. I would not be calling samsung or posting on this forum had any of this been my fault at all.

ArborRes said:
First, the manufacturing issue had everything to do with the surface quality, not the fit issue.
Second, you need to learn to insert the cover properly. If you insert from the bottom and just press hard around the edge all the way around, it will fit in snuggly.
Third, if you still can't get the cover to assemble or break the cover in the process of forcing it in, just buy a replacement cover. It is not expensive and certainly not worth your time and effort to argue with Samsung over it, imho.
Just trying to be helpful...
Sent from my SAMSUNG-SGH-I717 using xda premium
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Nice avatar1 What's the good word?

All that time on the phone and posting on forums, you might as well have bought one off ebay. Unless your time isn't worth anything.

themightycat said:
All that time on the phone and posting on forums, you might as well have bought one off ebay. Unless your time isn't worth anything.
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My thing is why should I have to spend money on something that was a defect. Thats not right as a company to make a customer do that for a less than a week old phone.

Just return the phone and get a new one.

First world problems suck. Thanks for sharing.
...

Put a case on it, and you'll never notice it again.

Call wherever you bought it, see if someone returned a defective one and have them swap the cover for you.

I dropped it :(

Hi All,
Being the hilarious guy that I am, I decided that it would be a good idea to jump out and scare the [email protected]#% out of my little sister whilst outside.
Of course she throws her hands up in the air, subsequently knocking the phone out of my hand. Case (led view that doesn't light up anymore) immediately separated from the phone and the screen landed face first on the concrete. Followed shortly by a "that's what you get for scaring me".
Few scratches around the center of the screen but the main issue is the bottom right corner just below the back button. Seems to have taken the brunt of the impact. So missing a chunk with cracks running along and it's already driving me mad.
I'm assuming that some of you may also have creative ways to smash your screens, so what's the best bet with getting this repaired? Any ideas on cost? I'm assuming just a screen replacement.
Cheers!

Funnily enough mine lost a chip and then cracked in exactly the same place - from a drop of less than 2ft Fortunately mine was covered by insurance and I got a replacement phone. In the UK I believe the cost of replacing the glass is in the upper £200s as the screen needs to be replaced as well as the glass because they are bonded together...

I've gotten quotes ranging from $200-$450 .. but not sure where to even begin with finding a reliable source to get the screen replaced. Starting to think this whole curved screen thing was a bad idea.

First phone I've ever accidentally damaged. I'd thought the cost would be around £200 but I've no idea where to look to sort this either. What a pain!

mmotti said:
First phone I've ever accidentally damaged. I'd thought the cost would be around £200 but I've no idea where to look to sort this either. What a pain!
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You must have a local mobile repair shop, look in town centres or markets

I recommend UBREAKIFIX..they have lots of stores in the US..the phone is still fairly new and repairs are not supported by many third party companies..I recently got mine changed ..brand new but its quite expensive ($409) but I got the phone back in about 4 days and it's brand new again. ��Your only other option is calling Samsug directly for repairs if your warranty is active.

cracked my screen too am currently fighting with samsung US to have it fixed, it's crazy they first told me that they can't do it (since it's the international variant not sold in the US, "parts are different and they don't have the right ones" though I doubt the screens are different). Then another said that they should be able to fix it and since then I keep sending them paperwork that they request to see if they even can fix it but they never receive it... A bit frustrating experience...

One option is to sign up for Samsung's phone cover and then send it to them for repair, OR, just have Samsung repair , I think the cost is 275 - i.e. assuming its a US phone, and not an "Out of Region" one - in whic case, you're SoL. I bought mine on Amazon from a seller who advertised "International Warranty" - which I assumed meant global warranty. After dropping my phone and cracking the screen, I found out International meant, sending the phone away internationally to the region it came from. Samsung US refused to repair "out of region". My phone was, of all places, from Egypt - which worked out beautfully for me, had a clleague from Cairo who was going back for vacation. Sent it back wiht him, and got the phone back, as good as new for a US$ equivalent cost of US$284. A massive f**k up, but I paid 700 for the phone, so, still not bad.

Will is still be waterproof after screen replacement, I'm hearing it won't be unless repaired by Samsung themselves.

Get flat screen next time. More easy to repair and cheap to repair.
Like galaxy S7 normal not edge

Lesson learned dont scare ur sister karma is a *****

TraumaTiger said:
Will is still be waterproof after screen replacement, I'm hearing it won't be unless repaired by Samsung themselves.
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As far as I know the IP rating comes about by coating internal parts rather than preventing water ingress via sealing, so the phone should still be resilient (note, I didn't use the word 'waterproof' ... before or after a screen replacement).
I don't think Samsung warrant any damage by water anyhow so its a moot point.
Lesson ... don't take it under water!