I've posted continuously through other threads bits and pieces about my story, but I wanted to make a full blown front to back thread regarding the issue that I was dealing with. There's a TL : DR synopsis at the bottom for those who don't want to read through the details.
I first purchased a Nexus 7 at Staples. Due to pretty extreme screen flickering, I returned it. At times it felt like I was continually toggling the brightness setting on the power control widget. It was a C6O. Screen lift was minimal, not creaky whatsoever, but if I had to split hairs I would say I could “feel” a slight bezel depth difference on the left versus right. That said, it was hardly anything to raise a tiffle about, but the screen flickering was bothersome enough that I returned it.
Next I purchased a Nexus 7 at Wal-Mart. It too had a very subtle amount of screen lift, but it was not creaky or squishy like some other users described. Both tablets (Wal-Mart and Staples) had little enough screen lift that I would bet my car if anybody who didn't read about the screen lift issue would pick up either tablet, they wouldn't have noticed it. It was that minimal on both units. The Wal-Mart unit was also a C6O.
I was a long time hater of tablets, mostly because of their price vs performance ratio as I always felt they were significantly overpriced. The Nexus 7 changed that, not to mention the 7 inch form factor. Exceptional tablet on all accounts, in my opinion. One day I was about to leave for work. I heard my tablet beep signifying I got an email. I typed out a response on it when I was standing in the kitchen about to leave out the door. Once done, I left the house and walked to my car. As I got in the car I placed the N7 on my passenger seat. I saw what I thought was a hair. A closer look revealed it was not a hair, but indeed two fine cracks originating from the left side of the tablet.
Let it be known:
I did not sit on my tablet.
I did not drop my tablet.
I did not get hit by a car with my tablet in hand.
I did not go mountain biking off a cliff with the tablet in my backpack.
I did not go skiing down a black diamond course with the N7 tracking my speed via GPS only to wreck into a massively epic wipeout and live to tell the story.
I sent an email, walked 10 steps, and my Nexus 7 screen cracked.
Of course, I was a bit miffed by this (miffed as in, facing a borderline homicidal rage), so I called ASUS. They of course played the “If your device was handled in an irresponsible or accidental manner, the repair would not be covered under warranty.” Perfectly understandable, because if I did mishandle my device and I did not have an accidental warranty to cover it, that's how things should be. I faced a difficult problem here justifying my story. The screen was cracked. How does a screen magically crack? Beats me. If I were running a company that made tablets and someone came to me complaining their screen magically cracked, I'd be asking some serious questions too. But here's the curve ball... I did not drop mine or handle it irresponsibly, so I'll be damned if I wasn't going to get this unit covered under warranty. The only thing going in my favor with justifying my story was the fact that my Nexus 7 was in perfect shape aside from the screen crack, which would help coincide with the “manufacturer's flaw” story since there was no other physical evidence that I mishandled the tablet.
With the first call I set up the RMA process and shortly after sent my tablet in. But that wasn't enough for me. I was reading online that more people were being told by ASUS that they would have to pay ~170 dollars in repairs for their tablet. Now, I cannot attest to the condition or exact situation of those users. I wasn't a fly on the wall to witness just how every situation played out. All I could do was justify my case since I was the direct party involved. At any rate, the stories I was hearing (despite not having been a witness to further solidify the cases) only enraged me further. I called ASUS again.
The second time I called ASUS I realized during the on hold process there was a very ironic message. They indicated “Did you know if you have even one bright pixel on your ASUS laptop, we will replace the entire thing for free?” OH, REALLY? Perfect. I'll keep that in mind when I get on the line with the next rep. The rep finally got on the line and I told him my story. I blatantly asked, “Has ASUS changed their policy in regards to owning up to their design flaws? Or are they still in denial about that?” He indicated the same thing the original rep did, citing that if there is damage on the unit that suggests it was dropped, it won't be serviced under warranty, but if the damage suggests it was from a manufacturer's defect, it'll be covered. Okay, great. Since I cannot argue the physical condition of my tablet that they cannot see since it was on a UPS truck to Texas, I found little justification in arguing further.
A day passed and I called ASUS again, mostly because their online RMA tracker wasn't working and I wanted a status update. ASUS had not yet looked at my tablet, despite the fact the tracking information said it was delivered the day before. I once again brought up the previous story, but this rep made the mistake of saying “The Nexus 7 is perfect in every way. There are absolutely no design flaws with it.” I couldn't just listen to this, so I lost it and regrettably unloaded on him. I told him I work in IT, I use a lot of different devices from many different vendors. In almost every case, there have always been some degree of lemons, even if the product is otherwise completely successful. Part of my issue with that comment wasn't so much the wording, but the way it was said... it was the “well you seem to be an idiot if you think otherwise” type of demeanor that just set me off. At any rate, that conversation ended without getting any further, aside from the verbal skewing I delivered that I halfway felt bad about later.
Another day passed and I called ASUS again. This time I spoke to somebody who was down to earth and not an ego driven support zealot. I told him my story, and he said “Dude, if I were you I'd be just as mad and be doing the exact same thing.” He indicated that there's not a lot to go on over the phone because, despite wanting to give me the benefit of the doubt and believe my story to 100% accuracy, he didn't have the device there in front of him to check (although at this point my tablet was in the review process, but no answers were on the table yet). I fully understood this, as it's impossible to believe people over the phone like this. It's sort of like back in the day working retail when you're in high school and someone's debit card gets declined, and they argue with you that they have money in the account and insist you run it again, yet it keeps failing. Yeah okay, because the bank is lying and the stranger before me is telling the truth.
I fully understood this, and was just thankful I was able to speak to somebody who was down to earth and logical about how they presented themselves, instead of being fake and obnoxious like the last rep was. Since I felt as though I had a decent conversation going, I threw out something else on the table, and blatantly told the rep that I do a lot of side work in the evenings on my computer, and that I can easily multitask my work while being on a headset. I said the reason I'm telling you this is if ASUS refuses to repair my tablet under warranty, I will call ASUS repeatedly for weeks on end until they repair it. I worked hard for the money I earned to purchase the tablet. If ASUS wouldn't own up to my unexplainable screen crack then I would do everything in my power to burn up as much of their time as possible. After all, time is money, right?
This rep said the one thing that is going to work in my favor is the fact that the previous reps took a lot of notes. He read some of them back to me and he said it seems as if you're well aware of the left side screen issue that hit some of these devices and you're well aware of the internal design, etc. He said these kind of things will help your case out versus being “ahhh blah blah I'm mad! My tablet broke fix it now ahhh!” like some people are doing. I thanked him for his time and thanked him for being so honest with me. Because of that particular experience, my opinion of ASUS's customer service almost turned around entirely. It's hard to be excited about a home run when you just struck out 3 times, though.
A few hours later I was all but asleep when I heard my phone go off with an email. I checked it and it was ASUS. Sure enough, it was tracking info for my tablet. No charge was noted, no dispute had taken place. Just... my tablet on a truck coming back. I called ASUS to see what was done with my tablet, as for all I knew it could have just been the broken unit coming back. The rep quickly brought up the info and told me “Your screen was replaced and your tablet is now fully repaired. You should receive it in 3 days.” Wow. Another +1, ASUS.
For what it's worth, it took ASUS 3 business days to cycle through to my tablet. I sent shipped it out Thursday, Friday of course it was en route, Sat/Sun being the weekend, and Monday being a holiday means that Tuesday (delivery day according to tracking info) was game day #1 for ASUS taking a look at it. I received the email late that Thursday with the tracking info, and by the following Wednesday I was supposed to receive it, but it required a signature and I was at work. I called FedEx and had it routed to a nearby facility and I went there on Thursday and picked it up in person.
I immediately checked out the screen lift. Please understand, I'm splitting some very extreme hairs here. If I look at it from an angle and I study the gray line, I can visibly see a very faint rise. In comparison to the right side, it's really not much different. It's absolutely acceptable in my book. The only time I really noticed the faint rise was after I put on a screen protector, which of course brings the screen higher up to the level of the silver bezel. That said, there's no creaking, no squishy feeling, nothing. Feels solid to me. I ran a few intensive apps for a bit and felt the tablet heat up a little, but so far I haven't felt any adhesive unlatch. In fact, I've never personally seen a Nexus 7 with any sort of clicking or squishiness. If they've been raised or lifted, it's been a solid lift, no degree of movement whatsoever, even after a 4 hour GPS run in a cement building with the unit trying to continually get a lock.
I do have to wonder something. If I was not as pushy as I was, or if I did not spout my awareness of the left side screen issue that hit some of these devices... if I would have gotten the same service. I wonder if I had not called in several times if my turn around time would have been longer. That being said, there's a lot of questions on the table, and there was a decent amount of verbal pushing I had to do over the phone which I'm sure helped make this situation end as seamlessly as it did. I urge all of you who have legitimate screen crack cases (if your tablet fell down the stairs or similar, this of course wouldn't be classified as legitimate) to make sure ASUS knows you're aware of the issue, and that you will not be paying for the repair. You can be stone cold firm without being belligerent or disrespectful. I don't think those of you who had unexplainable screen cracks should back down.
TL : DR
Call 1 to ASUS: Uneventful, RMA set up.
Item shipped to ASUS repair facility.
Call 2 to ASUS: Uneventful, RMA status unchanged. Indicated my awareness of the screen lift issue as well as my frustration.
Call 3 to ASUS: Ripped the rep a new one due to intolerable demeanor and choice of comments. Indicated my awareness again of the screen lift issue as well as my frustration.
Call 4 to ASUS: Indicated my awareness again of the screen lift issue as well as my frustration. Rep was exceptional to talk to and understood my frustrations without sounding fake. Indicated the notes on my account were solid.
Hours later, email received. RMA processed, N7 repaired, shipped back.
Thursday, received unit. Very slight screen lift still apparent, but very very minimal. No squishiness, clicking, creaking, nothing. Seems solid. Very satisfied with unit.
Overall satisfaction: 8/10
Glad to hear that your nightmare is over at last.
For what it's worth, as some extra peace of mind I may be considering a SquareTrade warranty since I'm within the 90 days. I hear their customer service is astounding, and I really don't want to have any headaches again despite ASUS pulling through with this one. Next time, the damage just may be my fault, which makes the extra warranty seem more appealing.
Glad to hear you forced them to do the right thing..I do not believe they would have without your pressure on them. Google says they are refunding my money on mine.. WHEN Who knows . they received it the 5th and now its 17th .The worse part about this whole QC issue is the waiting time after the sale. TOTAL LACK OF Customer SUPPORT ON Part of google and ASUS..
erica_renee said:
Glad to hear you forced them to do the right thing..I do not believe they would have without your pressure on them. Google says they are refunding my money on mine.. WHEN Who knows . they received it the 5th and now its 17th .The worse part about this whole QC issue is the waiting time after the sale. TOTAL LACK OF Customer SUPPORT ON Part of google and ASUS..
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sadly if it's anything like my refund process, it will be close to 2 months before you get your refund...
was
Glade to hear they fixed it under warranty.
Not sure if you're willing to pull the back cover off or not, but I would be interested to know if they shipped it back with two less screws. Like they're now doing with the C8O and C9O models.
My screen isn't cracked and I'd like to keep it that way. Mine has just a bit of screen lift.
odroido said:
Glade to hear they fixed it under warranty.
Not sure if you're willing to pull the back cover off or not, but I would be interested to know if they shipped it back with two less screws. Like they're now doing with the C8O and C9O models.
My screen isn't cracked and I'd like to keep it that way. Mine has just a bit of screen lift.
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I just pulled my back cover off and it does not appear to have any missing screws. In regard to the newer Nexus 7 tablets are they doing that with all of them? Or just a select few so far? I thought I heard *some* people say with brand new generation Nexus 7 tablets that they were not missing any screws.
Sent from my Nexus 7 using xda app-developers app
JaSauders said:
For what it's worth, as some extra peace of mind I may be considering a SquareTrade warranty since I'm within the 90 days. I hear their customer service is astounding, and I really don't want to have any headaches again despite ASUS pulling through with this one. Next time, the damage just may be my fault, which makes the extra warranty seem more appealing.
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Click to collapse
I got squaretrade. Its a good feeling for sure
Sent from my MB855 using Tapatalk 2
JaSauders said:
I just pulled my back cover off and it does not appear to have any missing screws. In regard to the newer Nexus 7 tablets are they doing that with all of them? Or just a select few so far? I thought I heard *some* people say with brand new generation Nexus 7 tablets that they were not missing any screws.
Sent from my Nexus 7 using xda app-developers app
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Click to collapse
Thanks for checking. I only read a few posts about the new batch missing screws and just assumed they are the same (missing screws)
Sent from my Nexus 7 using Tapatalk 2
odroido said:
Thanks for checking. I only read a few posts about the new batch missing screws and just assumed they are the same (missing screws)
Sent from my Nexus 7 using Tapatalk 2
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Click to collapse
I bought a new N7 3 weeks ago. It's a C80 unit and it's missing the 2 screws on the left side that have been mentioned previously.
I did notice that there is a minute lift on the left side but when I looked more closely, it was the silver frame that is actually bowed back slightly and the glass is actually straight.
Sent from my Nexus 7 using xda app-developers app
bigbop said:
I bought a new N7 3 weeks ago. It's a C80 unit and it's missing the 2 screws on the left side that have been mentioned previously.
I did notice that there is a minute lift on the left side but when I looked more closely, it was the silver frame that is actually bowed back slightly and the glass is actually straight.
Sent from my Nexus 7 using xda app-developers app
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Click to collapse
Not to jack this thread but when I bought the original galaxy tab10.1 the screen was straight but the whole rest of the tab was curved really bad
Sent from my EVO using xda premium
oddly enough, i been shooting emails to ASUS with pictures and explanations of my "internally cracked" n7 and as well as a call or two and they assured me multiple times that my item is still under warranty and that i should start up a RMA.
i also have a cracked screen, what are the chances that it will be under warranty? does ASUS adopt the same approach worldwide that it is their fault (with the screen lift), or do I have to constantly remind them that it is because of the screen lift that the screen cracked?
I would call them be nice but firm. If you did drop it they will know when taking it apart.
I'm waiting for a refund from Google on a cracked doa unit. called them today with a threat to file complaints with help of my bank its been over a month.
good luck.
Message Sent from nexus 7 tablet
Same Issue
I had the exact same issue happen to me. My N7 was kept inside a case for its entire life. I bought one from Staples, took it out of the box, the screen lifted and I popped it back in (at the time, I did not realize this was a big deal). About 3 weeks later, went to open my case and the screen was cracked. It looks almost as thought the screen bezel bucked in the middle slightly.
Unfortunately, I have not been so lucky with Asus. We have gone back and forth through at least a dozen calls and a dozen emails. Just got the 'Not Covered' email. Its driving me crazy that I didn't cause this and now I'm stuck. Boooo
With a thread like this, I knew the "My screen broke by itself" people would come out the woodwork.
Sent from my EVO using xda premium
gave me hope
i had similar experience. your story gave me confidence that i was right. and i think people like you bugged the **** out of customer support to the point that they had to take future callers complaints more seriously. mine is apparently being repaired under warranty. it was a smooth process for the most part. ill know for sure when i call again tonight. thanks for making asus miserable and the rest of us happy
new tablet user
Excellent article. I wish I could say I had as good an experience with ASUS. My 3 month old tablet screen inexplicably developed a crack. I did not drop it or in any way damage it. At all material times it was protected by the keyboard transformer pad. I called the service department and was told I had to send it in so the warranty claim could be verified, which I thought was quite reasonable.
When their service department received it I got an email telling me it was damaged and they wanted $320 to repair it. In spite of my entreaties to repair it under warranty they categorically refused. When I refused to pay for the repair, they sent it back. All in all, a horrible experience and I will never buy or recommend an ASUS again.
Cheers
FONT="Arial"][/FONT]
JaSauders said:
I've posted continuously through other threads bits and pieces about my story, but I wanted to make a full blown front to back thread regarding the issue that I was dealing with. There's a TL : DR synopsis at the bottom for those who don't want to read through the details.
I first purchased a Nexus 7 at Staples. Due to pretty extreme screen flickering, I returned it. At times it felt like I was continually toggling the brightness setting on the power control widget. It was a C6O. Screen lift was minimal, not creaky whatsoever, but if I had to split hairs I would say I could “feel” a slight bezel depth difference on the left versus right. That said, it was hardly anything to raise a tiffle about, but the screen flickering was bothersome enough that I returned it.
Next I purchased a Nexus 7 at Wal-Mart. It too had a very subtle amount of screen lift, but it was not creaky or squishy like some other users described. Both tablets (Wal-Mart and Staples) had little enough screen lift that I would bet my car if anybody who didn't read about the screen lift issue would pick up either tablet, they wouldn't have noticed it. It was that minimal on both units. The Wal-Mart unit was also a C6O.
I was a long time hater of tablets, mostly because of their price vs performance ratio as I always felt they were significantly overpriced. The Nexus 7 changed that, not to mention the 7 inch form factor. Exceptional tablet on all accounts, in my opinion. One day I was about to leave for work. I heard my tablet beep signifying I got an email. I typed out a response on it when I was standing in the kitchen about to leave out the door. Once done, I left the house and walked to my car. As I got in the car I placed the N7 on my passenger seat. I saw what I thought was a hair. A closer look revealed it was not a hair, but indeed two fine cracks originating from the left side of the tablet.
Let it be known:
I did not sit on my tablet.
I did not drop my tablet.
I did not get hit by a car with my tablet in hand.
I did not go mountain biking off a cliff with the tablet in my backpack.
I did not go skiing down a black diamond course with the N7 tracking my speed via GPS only to wreck into a massively epic wipeout and live to tell the story.
I sent an email, walked 10 steps, and my Nexus 7 screen cracked.
Of course, I was a bit miffed by this (miffed as in, facing a borderline homicidal rage), so I called ASUS. They of course played the “If your device was handled in an irresponsible or accidental manner, the repair would not be covered under warranty.” Perfectly understandable, because if I did mishandle my device and I did not have an accidental warranty to cover it, that's how things should be. I faced a difficult problem here justifying my story. The screen was cracked. How does a screen magically crack? Beats me. If I were running a company that made tablets and someone came to me complaining their screen magically cracked, I'd be asking some serious questions too. But here's the curve ball... I did not drop mine or handle it irresponsibly, so I'll be damned if I wasn't going to get this unit covered under warranty. The only thing going in my favor with justifying my story was the fact that my Nexus 7 was in perfect shape aside from the screen crack, which would help coincide with the “manufacturer's flaw” story since there was no other physical evidence that I mishandled the tablet.
With the first call I set up the RMA process and shortly after sent my tablet in. But that wasn't enough for me. I was reading online that more people were being told by ASUS that they would have to pay ~170 dollars in repairs for their tablet. Now, I cannot attest to the condition or exact situation of those users. I wasn't a fly on the wall to witness just how every situation played out. All I could do was justify my case since I was the direct party involved. At any rate, the stories I was hearing (despite not having been a witness to further solidify the cases) only enraged me further. I called ASUS again.
The second time I called ASUS I realized during the on hold process there was a very ironic message. They indicated “Did you know if you have even one bright pixel on your ASUS laptop, we will replace the entire thing for free?” OH, REALLY? Perfect. I'll keep that in mind when I get on the line with the next rep. The rep finally got on the line and I told him my story. I blatantly asked, “Has ASUS changed their policy in regards to owning up to their design flaws? Or are they still in denial about that?” He indicated the same thing the original rep did, citing that if there is damage on the unit that suggests it was dropped, it won't be serviced under warranty, but if the damage suggests it was from a manufacturer's defect, it'll be covered. Okay, great. Since I cannot argue the physical condition of my tablet that they cannot see since it was on a UPS truck to Texas, I found little justification in arguing further.
A day passed and I called ASUS again, mostly because their online RMA tracker wasn't working and I wanted a status update. ASUS had not yet looked at my tablet, despite the fact the tracking information said it was delivered the day before. I once again brought up the previous story, but this rep made the mistake of saying “The Nexus 7 is perfect in every way. There are absolutely no design flaws with it.” I couldn't just listen to this, so I lost it and regrettably unloaded on him. I told him I work in IT, I use a lot of different devices from many different vendors. In almost every case, there have always been some degree of lemons, even if the product is otherwise completely successful. Part of my issue with that comment wasn't so much the wording, but the way it was said... it was the “well you seem to be an idiot if you think otherwise” type of demeanor that just set me off. At any rate, that conversation ended without getting any further, aside from the verbal skewing I delivered that I halfway felt bad about later.
Another day passed and I called ASUS again. This time I spoke to somebody who was down to earth and not an ego driven support zealot. I told him my story, and he said “Dude, if I were you I'd be just as mad and be doing the exact same thing.” He indicated that there's not a lot to go on over the phone because, despite wanting to give me the benefit of the doubt and believe my story to 100% accuracy, he didn't have the device there in front of him to check (although at this point my tablet was in the review process, but no answers were on the table yet). I fully understood this, as it's impossible to believe people over the phone like this. It's sort of like back in the day working retail when you're in high school and someone's debit card gets declined, and they argue with you that they have money in the account and insist you run it again, yet it keeps failing. Yeah okay, because the bank is lying and the stranger before me is telling the truth.
I fully understood this, and was just thankful I was able to speak to somebody who was down to earth and logical about how they presented themselves, instead of being fake and obnoxious like the last rep was. Since I felt as though I had a decent conversation going, I threw out something else on the table, and blatantly told the rep that I do a lot of side work in the evenings on my computer, and that I can easily multitask my work while being on a headset. I said the reason I'm telling you this is if ASUS refuses to repair my tablet under warranty, I will call ASUS repeatedly for weeks on end until they repair it. I worked hard for the money I earned to purchase the tablet. If ASUS wouldn't own up to my unexplainable screen crack then I would do everything in my power to burn up as much of their time as possible. After all, time is money, right?
This rep said the one thing that is going to work in my favor is the fact that the previous reps took a lot of notes. He read some of them back to me and he said it seems as if you're well aware of the left side screen issue that hit some of these devices and you're well aware of the internal design, etc. He said these kind of things will help your case out versus being “ahhh blah blah I'm mad! My tablet broke fix it now ahhh!” like some people are doing. I thanked him for his time and thanked him for being so honest with me. Because of that particular experience, my opinion of ASUS's customer service almost turned around entirely. It's hard to be excited about a home run when you just struck out 3 times, though.
A few hours later I was all but asleep when I heard my phone go off with an email. I checked it and it was ASUS. Sure enough, it was tracking info for my tablet. No charge was noted, no dispute had taken place. Just... my tablet on a truck coming back. I called ASUS to see what was done with my tablet, as for all I knew it could have just been the broken unit coming back. The rep quickly brought up the info and told me “Your screen was replaced and your tablet is now fully repaired. You should receive it in 3 days.” Wow. Another +1, ASUS.
For what it's worth, it took ASUS 3 business days to cycle through to my tablet. I sent shipped it out Thursday, Friday of course it was en route, Sat/Sun being the weekend, and Monday being a holiday means that Tuesday (delivery day according to tracking info) was game day #1 for ASUS taking a look at it. I received the email late that Thursday with the tracking info, and by the following Wednesday I was supposed to receive it, but it required a signature and I was at work. I called FedEx and had it routed to a nearby facility and I went there on Thursday and picked it up in person.
I immediately checked out the screen lift. Please understand, I'm splitting some very extreme hairs here. If I look at it from an angle and I study the gray line, I can visibly see a very faint rise. In comparison to the right side, it's really not much different. It's absolutely acceptable in my book. The only time I really noticed the faint rise was after I put on a screen protector, which of course brings the screen higher up to the level of the silver bezel. That said, there's no creaking, no squishy feeling, nothing. Feels solid to me. I ran a few intensive apps for a bit and felt the tablet heat up a little, but so far I haven't felt any adhesive unlatch. In fact, I've never personally seen a Nexus 7 with any sort of clicking or squishiness. If they've been raised or lifted, it's been a solid lift, no degree of movement whatsoever, even after a 4 hour GPS run in a cement building with the unit trying to continually get a lock.
I do have to wonder something. If I was not as pushy as I was, or if I did not spout my awareness of the left side screen issue that hit some of these devices... if I would have gotten the same service. I wonder if I had not called in several times if my turn around time would have been longer. That being said, there's a lot of questions on the table, and there was a decent amount of verbal pushing I had to do over the phone which I'm sure helped make this situation end as seamlessly as it did. I urge all of you who have legitimate screen crack cases (if your tablet fell down the stairs or similar, this of course wouldn't be classified as legitimate) to make sure ASUS knows you're aware of the issue, and that you will not be paying for the repair. You can be stone cold firm without being belligerent or disrespectful. I don't think those of you who had unexplainable screen cracks should back down.
TL : DR
Call 1 to ASUS: Uneventful, RMA set up.
Item shipped to ASUS repair facility.
Call 2 to ASUS: Uneventful, RMA status unchanged. Indicated my awareness of the screen lift issue as well as my frustration.
Call 3 to ASUS: Ripped the rep a new one due to intolerable demeanor and choice of comments. Indicated my awareness again of the screen lift issue as well as my frustration.
Call 4 to ASUS: Indicated my awareness again of the screen lift issue as well as my frustration. Rep was exceptional to talk to and understood my frustrations without sounding fake. Indicated the notes on my account were solid.
Hours later, email received. RMA processed, N7 repaired, shipped back.
Thursday, received unit. Very slight screen lift still apparent, but very very minimal. No squishiness, clicking, creaking, nothing. Seems solid. Very satisfied with unit.
Overall satisfaction: 8/10
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Click to collapse
Asus REPLACED my cracked-screen Nexus 7 under warranty!
I'm a UK Nexus 7 user and I bought my 16gb Nexus in October. Straight away I equipped it with a screen protector and a silicon skin - I baby my electronic stuff.
A few weeks later I noticed the left hand side of the screen protruded a little from the bezel whereas top, bottom and right were flush. It creaked a bit too. I pressed it down with my thumb... well you know what happened, right? The superhuman strength in my left thumb cracked the screen in a semicircular pattern from the centre of the left edge of the screen - internally. The surface was unbroken.
That's when I read about the problem online and took the back of the Nexus off to check the screws. On the right side, all screws were present and correct. On the left, two were missing and the remainder were loose - screwed in about halfway. My model was a C8.
Took it back where I bought it... an electrical goods chain that had just entered administration. Great. They gave me a direct number for Asus, and without much hope, I called them up on November 5th and explained the situation. The Asus UK rep was polite and helpful and told me an RMA would be issued. Sure enough, it was e-mailed to me later that day. The next day I was issued with a pick-up time for the carrier. My busted Nexus was taking a trip to Asus in the Netherlands.
It was picked up on time on November 7th and I waited in trepidation to see whether Asus was going to try and charge me for repair, at which point I would have to argue my case of improper assembly, backed up by all the useful info from you guys on this forum...
I heard nothing more from Asus, but two days later on November 9th I got an e-mail from FedEx, telling me they were shipping an item to me on behalf of Asus, and it was slated for delivery on the 11th. Had Asus simply returned my busted Nexus untouched? Well, it was the weekend, so I couldn't find anything out.
On the 11th I received the package via FedEx. Guess what? It was a new, sealed-in-box Nexus 7 - a C7 this time. First thing I did was take the back off to check the screws. They were all there, though two were slightly loose. Screen alignment looked fine. Some documentation verified there was no charge to be levied. I couldn't believe it. I'd had the Nexus replaced with no argument within a week! After reading other people's experiences, I had expected some confrontation.
I just received an e-mail from Asus requesting feedback on the repair process. I was glad to give credit where credit was due, and I'm telling you folks about it because usually it's only the people who have a major complaint who post about it. I would certainly be here griping about it if Asus had told me to take a hike, but in this case I think they deserve some kudos. So, if you have a problem with a cracked screen, I'm here to tell you that Asus did the right thing for me. Don't give up hope!
Glad to see your succes
My n7's screen cracked while is was in my pocket, the cracks seems to come from the 3,5mm jack, so my headphones must have broken it somehow...
Related
I am currently really interested in a Diamond, however the thread Oily liquid underneath screen - from nowhere kinda make me reconsidering it. Because of that I contacted HTC and received a surprisingly quick reply, stating that nearly every device sent in had a physical damage
Dear Sir, I can confirm that this fault is normally caused by physical damage to the device. Nearly every single device we have repaired with this fault has had some form of physical damage that has led to the fault. Of course the few that haven't were repaired under warranty. I quote directly from our repair centre: This issue is caused by air/liquid entering the LCD layer, and is nearly always OOW (Out Of Warranty) as it can only be caused by excess pressure on the screen. As long as you look after the device, and take care of it, this issue is unlikely to affect you. We have numerous Touch Dimonds here in our support centre, around 3 or 4 for each language we support, and not one of them have displayed this issue.
Click to expand...
Click to collapse
Today I took a look at some models on display in several stores and except for one all showed the same effect described in this thread. However I have to admit that this might not be the perfect example for a comparison as those poor phones probably not get treated extremely well in stores.
So I hope to find out with this poll how many people really have got this issue, respectively how many of them can explain it with too much pressure.
Thanks everyone.
I had exactly the same problem. Just went back to T-Mobile Netherlands, and they admitted directly that this is a common issue. They repaired it under warranty conditions at no fee at all. They just replaced the entire screen and luckily I've never faced the problem again.
Also, when the oilish liquid was there, the screen alignment was always a little outlined, and when you tap the slylus on that spot you can hear a strange hard "click".
Thanks to all voters, so far all voted to have no problems, except for one, I suppose peponline.
More opinions/votes appreciated.
I've got it on my 7 month old diamond - screen works ok, but tapping it isn't soft like it used to be. Not a bad enough problem to send it back and be without a phone for a couple of weeks, or risk being charged for!
Thanks for your post Alpsp, did it happen for no reason or did you do touch the screen once too hard?
Those who voted the third option, are you definitely sure it couldnt have come from too much pressure - maybe unnoticed in the pockets?
More comments/votes appreciated.
Hi Lutent, I can honestly say I don't believe I've put any abnormal amount of pressure on the screen - I'm pretty careful with the phone, it doesn't have a single scratch on it yet.
What is strange though, is that I've just tried to take a photo of the liquid for you, but it has completely disapppeared!
The only reason I can think of for this is that it hasn't been in my pocket all morning so will be cooler than usual. Also it doesn't show up so much in daylight - I'll have a look later tonight and see if I can photograph it
Hi all
I have the same issue. mine covers 50 % of the screen.
Whats funny is that its exactly right smack in the middle of the screen
its like a zoom box of the screen.
It appeared suddenly and all my touch screen alignments runs as well.
didnt have time to send for warranty until recently.
have sent it in now currently waiting for repairs to complete.
so far no news about if its OOW
smudge
Had this problem for some short time, the touchscreen has become hard to handle, as it's not very precise in the area of the "liquid spot", covering 1/9 of the center of the screen. Have no clue of where it came from.
Just sent an mail to the store, demanding replacement refering to this as a common problem after doing some reseach at different forums online.
Waiting for reply. Will notify the results.
Same problem with my HTC Fuze. It looked perfect. Never dropped. Made call. Looked good. Pulled it out 5 minutes later...the square was there. (I had just flown from Atlanta to LAX...I wonder if atmosphere had anything to do with it???)
Definitly a defect in design.
PS...The letter they sent is BS. It's not the LCD but the touchscreen. The touchscreen is touching the LCD...in my case anyway.
You will probably also notice a slight curvature of the touchscreen down toward the LCD if you look closely.
The reason they don't want to repair them is because this is the most time consuming repair. The phone has to be completely disassembled to attach the cable.
I am really pissed. i had liquid under the display just two days after I bought it.
I am super careful with all my electronic devices and not once did I have to send in any device to get it repaired.
the D2 was also always in the leather pouch.
For some reason, initially the oily liquid disappeared and I could keep on using it, however not it is there permanently and when I called the warranty place, they said that most likely I will have to pay for the repair as displays are not covered by warranty.
I am really pissed and would recommend buying a different phone. Sooner or late I bet everyone will have this problem. It happened to me after just two days, I can not imagine it to last 2 years or so...
Sigh... same issue here. I just bought a TP from a good friend of mine who is exceptionally carefull with his phones and I've just noticed a big part of the screen (1/4) being full with the Newton Rings.
Okay here is my problem, the screen on my nexus one cracked (on the inside under the glass) twice in a span of 6 months and HTC is trying to make me pay to fix it. There is *absolutely nothing* that I can think of that can even possibly cause the screen to break. It cracked twice at approx. the same place near the TOP of the screen. I've been using cellphones for the past 13yrs, had 2 iPhones and none of them broke like this. Very bitter taste in my mouth after using the Android and HTC platform for the first time. As it stands right now, I would rather have an iPhone4 with a defective antenna than to have choosen Google and HTC.
So here is my question: How many people are having the same problem? If you see my same question in other forums, please don't answer twice. I am a real user, a real person. After people start responding, I'm going to forward my threads to the reporter at cnet that had the same problem to hopefully have Google recognize this issue.
*If you DO NOT have this problem, but have an opinion to post, I deeply appreciate your opinion, but please don't do it here. This is strictly to see how often this is happening to N1 users.*
i cracked my screen but i dropped it on concrete a couple times so i can not blame google/htc for that.
however since I am rooted and my warranty is already void I plan to change the screen out myself when the new digitizer comes in.
Here is a link to buy the digitizer:
http://www.repairsuniverse.com/google-nexus-one-touch-screen-digitizer-replacement.html
And here is a link of a tutorial on how to fix it.
http://www.youtube.com/watch?v=hTRXSMQ-GJY
Dont be scared that its 45 parts, they are very short each.
BTW if you know your thread is a question and even label it as such, dont you think this belongs in the Q&A thread?
rayrayw said:
So here is my question: How many people are having the same problem?
Click to expand...
Click to collapse
Is the answer 1 in 1000?
Im not having a problem. Maybe its cos im not so heavy handed with my belongings?
Doesn't the nexus one have gorilla glass? Should be very hard to crack
Sent from my Nexus One using XDA App
ChronoReverse said:
Doesn't the nexus one have gorilla glass? Should be very hard to crack
Sent from my Nexus One using XDA App
Click to expand...
Click to collapse
No, it's a polycarb, but not Gorilla. Also the OP described the display cracking, not the digitizer (glass on the outside).
I have owned my N1 for 6 months now. My screen has never cracked and it remains in my pocket most of the day. Including at work where I go back and forth from coolers to hot grills constantly.
I understand you don't want people to reply if their screen didn't crack, but you can't get a fair judgement of how often this happens if only people with cracked screens can reply.
Heres my update: After numerous emails and phones calls back and forth, HTC finally agreed to fix my phone free of charge.
My advice for ppl having the same problem: Be honest, tell them what happened. Stay firm but respectful. Make sure they understand your dismay, but do not make it personal - the person on the other line is just following company guidelines and doing their jobs.
I dont know what did it, cause first I was offered 20% off then 50% off the repair costs (which I still think is bullsh!t, if the customer is at fault, then he/she should pay full to get repairs, if the device is bad, then HTC should fix it for free to boot, not offering "discounts"). But the last message I sent to HTC before getting the free repair offer was I quoted the CNET reporter that had hers replaced for free as well.
My experience with their customer service? Seeing as how I finally got justice in the end, I'm a lot happier than I could be. But the process is far, farrr from easy and what it should be.
And if anyone is wondering, I'm selling my N1 as soon as I get it back. Cause from my experience, the hardware design is clearly faulty. If it can break once and twice, there is no doubt in my mind that it will break a third time.
Weird that the OP is the only one reporting a cracked screen twice, when it's even rare to hear a screen cracked once. Unless you drop the N1 numerous times that is. Now i'm curious how the OP handles his N1.
Oh you know he keeps it in his skin tight pants pocket with his keys.
Just joking, I honestly don't know. I've scratched my screen (small scratches only noticeable when screen is black) but I've drooped it a few times and keep it my NWU (think cammo) pants pocket and no breakage yet.
I don't think the AMOLED will just crack from usage...
I cracked mine, but I dropped it on concrete face down. It was a sad day.
I'm not C.Ronaldo, and I dont wear tight jeans. I work in a bank and wear trousers with loose pockets. I keep my keys and change in my attache. If you dont think this is happening, do a google search for "nexus one cracked screens". Maybe this is restricted to the first few batches made, cause I ordered mine the day it was available. I honestly have no idea.
But if you are a N1 owner, and you're thinking that this "doesn't happen" - good luck with that, and I hope you will find my post useful when the time comes.
First post, hello everyone.
I've dropped my N1 from about 10 ft in the air, whilst ghost riding my SUV. The top right corner is where contact was made with the asphalt. It came to rest face up. The only damage was a bit of a nick out of the metal where first contact was made. Thank god.
People, there is a piece of outer glass, called the digitizer. It's what you touch, it's the outermost later. It is both protection for the actual screen and the digitizer.
There is an inner layer which is the actual AMOLED screen.
Be clear what what's breaking. Is it broken on the OUTSIDE? Digitizer. Is it NOT broken on the outside but the screen "looks broken", is "bleeding" etc? Screen.
Too much nonsense going back and forth.. Particularly "I dropped it, glass broke, HTC sux" stuff.
rayrayw said:
I'm not C.Ronaldo, and I dont wear tight jeans. I work in a bank and wear trousers with loose pockets. I keep my keys and change in my attache. If you dont think this is happening, do a google search for "nexus one cracked screens". Maybe this is restricted to the first few batches made, cause I ordered mine the day it was available. I honestly have no idea.
But if you are a N1 owner, and you're thinking that this "doesn't happen" - good luck with that, and I hope you will find my post useful when the time comes.
Click to expand...
Click to collapse
It was a joke. I know it sucks for you but a vast majority of N1 owners don't have cracked screen which leads a reasonable person to ask first what the few with broken screens are doing different, if there is an environmental factor (heat change, humidity, etc.) Or in other words what is the common factor.
LoL! Maybe you're butt-uuuggggllllyyyy! LoL! J/K Glad you got a free replacement!
Oilersfan said:
First post, hello everyone.
I've dropped my N1 from about 10 ft in the air, whilst ghost riding my SUV. The top right corner is where contact was made with the asphalt. It came to rest face up. The only damage was a bit of a nick out of the metal where first contact was made. Thank god.
Click to expand...
Click to collapse
1. You're an idiot.
2. I dropped mine from chest height onto tarmac in a carpark, the top left corner took the brunt of it (was in the sleeve at the time, so bad luck) and it came away with a pretty small nick in the metal housing.
It now lives in a Tough Case.
I think whether your Nexus is flawless or not depends on whether you're noticing the faults. If the faults aren't noticeable to you then that's as good as them not being there but I believe they are still there.
I'm on my 5th Nexus and it has 9 hot pixels. They're tiny, so you wouldn't notice them if you weren't keen-eyed but they're there. Most people probably would not notice them. That's 3 out of 5 so far with pixel problems.
All units I've had so far have had a problem on the left side of the device. Either the back cover doesn't sit quite right in the middle left area, or the screen is lifting. I don't think it's possible to have neither of these issues because of the way the thing is built. Have a real good look down the left side, is the rim slightly warped inwards anywhere? Is the back cover sitting with a tiny gap between it and the rim anywhere? Does the back cover stick out by a hair's width from the rim anywhere? Is the screen lifting ever so slightly anywhere? I bet at least one of these is true. Again, you may not notice minor screen lift or the back cover sitting with a slight gap but the fault is still there. It's just designed badly and if you don't have a screen lift issue, I'm sure you will eventually.
Every unit I've owned has had backlight bleed. Some obvious, some less so.
I think LCD problems such as backlight bleed and hot or dead pixels are widespread. I think the screen lift/left side design problem involves every single unit.
These are just faults that are minor and to be honest, may not bother or even be visible to most users. But they do mean the level of QC is far far lower than most other manufacturers. People make the argument that the Nexus is cheap, so "what do you expect?", but this is beside the point.
I will never buy another Asus product, ever.
Shame you're so unlucky. Honestly, I'm mind-numbingly picky about my gear but my GN7 has none of the faults you list.
The fact is, the overwhelming majority of happy users will not post one single review stating as such. People with problems complain. Only complaints get heard.
Over the years I've had loads of Asus tech; every last thing is/was top notch.
I do hope you have better luck with future purchases
Sent from my Nexus 7 using xda premium
Hi
oona rezo said:
Shame you're so unlucky. Honestly, I'm mind-numbingly picky about my gear but my GN7 has none of the faults you list.
The fact is, the overwhelming majority of happy users will not post one single review stating as such. People with problems complain. Only complaints get heard.
Over the years I've had loads of Asus tech; every last thing is/was top notch.
I do hope you have better luck with future purchases
Sent from my Nexus 7 using xda premium
Click to expand...
Click to collapse
Completely happy here as well, no problems.
There seems to be too many people wanting absolute perfection out of a mass produced cheap as chips device, and they do all they can to find the tiniest of flaws.
Dead pixels are obvious, so you would notice them immediately and quite entitled to take it back, however I'm wondering if what the OP is seeing are tiny tiny flaws in the filters which are only visible when viewing a black screen on maximum brightness in the dark. All LCDs will show something like this if you look hard enough. You couldn't use it like this without burning your eyes out so in everyday use, it simply isn't noticable and isn't a flaw, it is just a limitation of the technology. Same goes for back light bleed, all LCD panels have it to some extend, and looking for it in the dark at maximum brightness is sure to find it, but again would you use the tablet at such settings.
News alert: We do not have perfect display technologies yet, they all have flaws or cons, especially if you look for them. I paid £1500 for a 15" LCD panel not that long ago, that had more flaws anyone is complaining about now but had advantages over and above CRT at the time you just accepted them as part of the technology and enjoy the advantages.
I read all the same complaints about my HTC One X and almost didn't buy it, but so glad I did and zero problems. I came in here and read about all the issues with the Nexus 7 and almost didn't buy it, but remembered reading all the doom and gloom and about the One X, so bought it and absolutely love it.
Yes devices will have real faults or problems, and complain and get it exchanged by all means, I would, but around XDA they seem to go further than broken devices into complaints about microns of differences. Who cares about a hairs width if the device is working perfectly! Every forum in XDA is the same.
Regards
Phil
My first is good enough for me after numerous stress tests. Sorry for you.
Btw, I'm not that picky about it anyway.
I think that also one of the problems is just human - that we hold these devices rather than set them down - and thus our fingers are always sensing microns of differences as we shift our fingers around. 3/1000ths edge or mating error in my laptop (as I type on my actual lap) is nothing - on my tablet a constant reminder this is a cheap device!
I do think pixels could easily be checked in process, and weighted for defect before shipping. Any in constant view - like center 80% - are unacceptable. Perimeter edge pixels not so much...
It's your bad luck, I'm sorry to say.
I'm on unit 3 which has zero screen-lift, zero dead pixels, zero problematic light bleed (eg no flare that affects visible colour density), zero problems with back cover seating. Which is also my good luck.
I've said before on this forum, there are clearly WAY too many QA issues on these tablets, and I have been advising friends and family to stay clear of them until the issues are sorted, but this does not mean that ALL units are defective - as a read around the various threads here will reveal.
Ive got 2 C80 versions. They are flawless. I also know one at work who is very happy, and he owns apple devices including iCrap!
You can believe whatever you want. Doesn't make you right.....just like I don't believe you have had 5 defective units. That's my prerogative. Doesn't make me right, either.
And nobody really cares what you buy!!!!!
If you can't be happy after 5 units you need to buy something else.I would never keep buying the same thing after the second was not up to par with my expectations.
Anyone having trouble after having the first one replaced is just a glutton for punishment or looking something to whine about. They make ipads every day.:laugh:
I'm now on my fourth Nexus, had two C60 or C70 that had screen lift and stuck pixels along with some backlight bleed. Picked up a C80K which had a small amount of screen lift and really bad backlight bleed along the bottom of the screen, which was really irritating when watching a video in low light. Took that back for another C80K which has a very small screen lift and a faint backlight bleed, I don't know whether I'm just being picky or not but so far I'm OK with this one.
Got one and that had a washed out screen and image retention. Ridiculous how they can have so many devices out there with flaws.
Screen lift on left side as well.Have insurance with whom I bought it at. Waiting for a few months to see if these issues get worked out before I go and exchange it. Not that big of a deal to me, but it is there none the less.
Just fix the damn thing yourself and enjoy it.
My first one was flawless until I killed it screwing with the bootloader. Second one had screen lift that I fixed using washers. The official Asus fix is leaving the screws out. I'm pretty sure I'd rather spend 30seconds doing that myself then deal with your nonsense aggregation.
Yes there is a design flaw with the screen. Most will have this. Going through 9 is retarded. You should just stop your wasting everyone's time (Your and Asus).
Sent from my Nexus 7 using xda premium
My first one I got had no problems. As for my second one... Oh wait there wasn't a second one I'm still using the first one over a month later
Sent from my locked down carrier phone piece of crap HTC Vivid using Tapatalk 2
I agree with the op. I've gone through several. All of which with the same screen lift. However I plan to fix it myself rather than complain about a product. Nothing beats this tablet in its price range and form factor. So I'm just gunna deal with what I got.
Sent From My Toro+ via White Tapatalk
My first one had screen lift, did an RMA to Google, second unit perfect no problems.
I cant speak for people reporting sending 20 plus units back to google and still having issues. But I do believe the people buying from retail locations seeing a screen lift and returning it again and expecting not to see screen lift, when most likely it was being swapped from the same shipment their defective product came in on. Probably should just get the RMA process through google a shot
Well, my C90 seems pretty flawless.. hope I won't find any problems. As far as I tested it, there are none of the known issues.
oona rezo said:
The fact is, the overwhelming majority of happy users will not post one single review stating as such. People with problems complain. Only complaints get heard.
Click to expand...
Click to collapse
Agreed... But the number of folks having issues and having raised them is now sizable. Check the XDA polls, over 700+ folks having reported various defects as documented in multiple threads, some of the defects are unbelievable if one thinks about manufacturing standards or QC, or just the design. I know in terms of percentage it still may be very less folks with issues, but just the type of issues reported is scary enough. I see similar posts in other ASUS forums and the reason I postponed on Prime as well.
I hoped that ASUS/GOOG would at least own up and make a statement that they have manufacturing defects, seeing users of these new tablets trying to fix these issues themselves or just living with it is pathetic imho...
I've got one c70 and one c80. Both are flawless, and I'm a really picky person. I grabbed them from Walmart.
Sent from my Nexus 7 using Tapatalk 2
c80 for me. About 2 weeks old now. Absolutely flawless.
Sent with my Nexus 7
So today as I was whatsapping and after sending my messaging I turned the screen off to place my note 4 on the table. As I did so while the phone was still in my hand I noticed a crack/ scratch form itself.
Naturally I took it back to Samsung whom refused to take it back saying it was my fault. In the UK we have a sales of goods act in which the dealer must prove that there is no inherent fault if the product is faulty within 6 months. They just outright refused me.
I will give the head office a call tomorrow and if that gets me nowhere I'll take it to a small claims court.
bozdag said:
So today as I was whatsapping and after sending my messaging I turned the screen off to place my note 4 on the table. As I did so while the phone was still in my hand I noticed a crack/ scratch form itself.
Naturally I took it back to Samsung whom refused to take it back saying it was my fault. In the UK we have a sales of goods act in which the dealer must prove that there is no inherent fault if the product is faulty within 6 months. They just outright refused me.
I will give the head office a call tomorrow and if that gets me nowhere I'll take it to a small claims court.
Click to expand...
Click to collapse
Ouch. I am not in the UK but I am interested to see how this all turns out
Thanks, the worst part is that I actually watched as the scratch formed itself and grew bigger.
My hypothesis is that it may have been caused by heating and cooling of the phone.
My Note 4 did get pretty warm one time at which point it throttled itself. Hope someone at Samsung actually
knows how the UK law operates and sorts this out.
That seems like a crack, do you have a gap to the near edge there ? Im pretty sure the tiny gaps the phone has are to prevent exactly this type of cracking the screen against the metal edge due to heat cycles
Update: There are now three scratch/cracks which are parallel. I am beyond upset with Samsung and their unwillingness to sort this issue out.
I hope this doesn't happen to me x_x I doubt anyone would believe me if I told them that at best buy or something
Holy sh*t dude.
Let me know how this goes tomorrow. That is NOT cool.
That's not looking good at all, you should repost your story and photos on Samsung's Facebookpage and Google Plus page for everyone to see and hope that they will reply to you there. It might be a way to get around the denied reply you got from techsupport.
/ Magnus
You obviously have a faulty unit. Raise hell and don't give up until they replace it.
Another "phone crack by itself" thread? Those usually don't fly too well here and usually amounts to, the OP just talking a lot of hot air I'm just eating the cost of repair if he doesn't have insurance.
shook187 said:
Another "phone crack by itself" thread? Those usually don't fly too well here and usually amounts to, the OP just talking a lot of hot air I'm just eating the cost of repair if he doesn't have insurance.
Click to expand...
Click to collapse
Cool story bro. You wouldn't believe it until it happens to you. At the end of the day, if I were to scratch or crack my phone, I wouldn't give a **** and just replace the screen myself.
But in this case, I am disappointed with a phone I purchased less than 2 weeks ago. I'd expect it to be defect free for £630 and if it does have a defect Samsung should have taken it back.
I've never owned an Apple phone before, but I have purchased headphones from the apple store before which when it went faulty after 11 months they swiftly refunded it according to the 'sales of goods act' which the manager lady there said so herself. The lads at Samsung need a sales law seminar.
I see little leprechauns in my garden at night and no one believes me.
My Note 2 has a crack that runs diagonally from the upper left to the lower right. One single continuous crack that mysteriously showed up out of the blue. No spider webbing or whatever. I did NOT drop my phone. I did not witness the crack appear, as the OP, but did notice it shortly after I had been for a walk out in the heat. I have always been convinced that it was a fault in the glass to make it crack in this way. Phone still works fine and I never pursued the issue with Samsung (I had owned the phone approximately 7 months when said crack occurred.) I work at a college and have seen a huge amount of cracked screens...all spiderwebbed and nasty...mine is just the one diagonal edge to edge anomaly. So yeah, I believe it could happen. Good luck getting Samsung or the carrier to do anything about it though. I do wish you well on your endeavor.
"Tapatalk"
bozdag said:
So today as I was whatsapping and after sending my messaging I turned the screen off to place my note 4 on the table. As I did so while the phone was still in my hand I noticed a crack/ scratch form itself.
Naturally I took it back to Samsung whom refused to take it back saying it was my fault. In the UK we have a sales of goods act in which the dealer must prove that there is no inherent fault if the product is faulty within 6 months. They just outright refused me.
I will give the head office a call tomorrow and if that gets me nowhere I'll take it to a small claims court.
Click to expand...
Click to collapse
If you have the option, just try a different location to do the exchange. That doesn't look like a typical crack.
Happened to my s4, the thread is still going I think. It cracked like that in my pocket. I think it was from heat of my thigh and the cool air or something. Samsung told me I must have dropped it for that to happen. And in the end I sold it on eBay for spares and got like £200 for it.... Best of luck.
Hendrickson said:
Happened to my s4, the thread is still going I think. It cracked like that in my pocket. I think it was from heat of my thigh and the cool air or something. Samsung told me I must have dropped it for that to happen. And in the end I sold it on eBay for spares and got like £200for it.... Best of luck.
Click to expand...
Click to collapse
I hope extreme cold to warm won't make that happen.. It's about to be that freezing time of the year x_x
Could you update the OP with the additional cracks?
Sent from Z3 using Tapatalk.
That got me scared because I have a scratch in a similar place - not reaching the border and much smaller though. I hope it's just a scratch..
Samsung really became Samsuck lately.....
I'll never go back to Samsung again after I replace my S-2. The best smartphone made by Samsung ever. All the rest is a pure miss by them.
To OP and fellas with cracked screens....good luck on your way and a pro tip......Don't buy Samsung anymore...they just need money....your money....that is all their aim is....purchase another device which is "better"....sadly...
my 0.02€
So apparently my S6 Edge's screen cracked, edge to edge, precisely, diagonally UNDERNEATH THE GLASS..
This blows as basically Samsung won't do anything about it, ATT won't do anything about it. I won't be able to trade it in for ATT Next, and basically screwed the 914 dollars for this phone.
Sure the phone still works, there are no issues, but the crack is horrible to the eyes.
I can tell you as a first time Galaxy buyer, I already bought a LG G4, and plan on doing an insurance claim which will cost me 200 dollars and try and sell it or something, then I will never think about buying a Samsung device again. Poor quality control.
I am just saying, very disappointed with Samsung on this..
Did you get insurance?
Sent from my SAMSUNG-SM-G925A using Tapatalk
kejar31 said:
Did you get insurance?
Sent from my SAMSUNG-SM-G925A using Tapatalk
Click to expand...
Click to collapse
Yes, it just costs 200 dollars to use. I remember when insurance was only like 50 bucks.
I got an LG G4, Samsung agreed to replace the screen, so once I get that done I'm just going to sell the phone.
Sent from my LG-H810 using Tapatalk
y2kbadbug said:
Yes, it just costs 200 dollars to use. I remember when insurance was only like 50 bucks.
I got an LG G4, Samsung agreed to replace the screen, so once I get that done I'm just going to sell the phone.
Sent from my LG-H810 using Tapatalk
Click to expand...
Click to collapse
I thought if you didn't use insurance in 6 mk month's or a year it drops down to 100.. Might be in your best interest to call and double check
Sent from my SAMSUNG-SM-G925A using Tapatalk
http://www.att.com/shop/wireless/services/mobileinsurance-sku1040075.html
Notice this piece... "Enrolled customers that are claim-free for 6 consecutive months or more can save 25% to 50% off the standard deductible"
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Mine did the same, att didnt do anything for me and samsung wouldnt either. I just gave up on it and ate it... Cracked screen after 2 weeks and no drops lol
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MrPlNK said:
Mine did the same, att didnt do anything for me and samsung wouldnt either. I just gave up on it and ate it... Cracked screen after 2 weeks and no drops lol
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I have a hard time understanding how this is possible. I've dropped my phone several times and never cracked the screen. Stop putting your phone's in skinny jeans lol
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Man idk. Im sure youve seen me around, im a phone whore and buy pretty much every highend android phone that drops and somehow this s6 cracks in my pocket. Blew my mind.. Whatever ill be off to something new soon
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My phone was not in my pocket.
It was gently resting on a solid surface. I picked it up, used it, was fine, set it down, picked it up again, cracked screen. The screen looks more like a tension crack than anything.
Samsung said they might be willing to cover it under warranty since there is NO impact marks at all. So I shipped them my phone and I am waiting. If they don't fix it, I'll insurance claim it. Either way after all is said and done I will basically sell the phone as I bought the G4 and its so much better.
I'm a union laborer and keep my phone in my pocket at all times with just the slim grinke case and every once in a while I lean on it hard or something hits it I get worried look at it and it's always good
So Samsung just told me that YES the crack is only on the inside of the screen, that the screen itself does not appear to be damaged. However, they will not cover it under warranty.
I shall vow to never purchase a Samsung product ever again. This phone has been a nightmare when it comes to quality control.
Original cost was 235. With enough complaining I got it down to 108.
My S6 glass did get a thin crack from the right side of the home button to the edge of the screen after one day of use. Did not drop it, or any abusive treatment, the day I used it.(Kept in my jacket pocket when it was not in use)
Returned it to be checked and hopefully repaired, but no such luck. Got it back unrepaired and had to pay the cost for the check. (Explanation from the workshop was that the glass on the S6 does not break, and this was their first case, so no warranty repair)
Will check with Samsung directly, but based on the other posts in this tread i'm not to optimistic.
Has anyone got a cracked glass repaired on warranty?
Just a comment to those with this phone that *haven't* had this issue, you have to remember that engineering and QC are essentially a numbers game. Areas that might have problems aren't going to go bad 100% of the time, even under duress.
If anyone remembers the days of bad pixels, they didn't happen to every screen. And the manufacturers were basically balance the cost of the technology, QC, and warranty claims. It didn't serve anyone for people to say, "But *I* don't have bad pixels," when others users are reporting that they are not only having bad pixels cropping up with new devices *and* the manufacturer told them to pound sand.
The edge screens are a new innovation and are going to have some sort of failure rate. Samsung can't produce hundreds of thousands of devices and not have at least one failure that had nothing to do with the end user.
This probably didn't pop up frequently enough (or at all) during testing and QC didn't have adequate means to identify devices that might experience this failure (perhaps due to the way the screen or display is mounted to the phone chassis) and, now that there are enough numbers in the wild, people are experiencing a problem that is clearly the fault of the manufacturer.
Samsung then compounds the issue by saying they won't fix or replace it under warranty.
That's pretty shameful. I say this as someone with a lot of Samsung devices.
Also, remember that Samsung has a pretty long history of defects that they wouldn't deal with under warranty. The original Galaxy S had GPS problems that essentially rendered that feature unusable on a large number of devices and Samsung did nothing and offered no warranty service despite it clearly being manufacturer defect.
Let's focus on the problem rather than tell people that are reporting it to stop wearing skinny jeans.
This same thing happened to me, I have a hairline crack going from the top left of the phone all the way down to about 1 inch from the bottom left, from the edge to just past the edge in a curve.
I never dropped the phone, and it's in a case... no marks on the case nor on the phone that would indicate it had a fall and I know I didn't drop it. And I don't wear skinny jeans either.
I am thinking there must be a design flaw on these curved screens (I notice the phone does get very hot when charging, and am thinking if there was a fault in the glass the heat from charging could have caused it to crack?) - anyone hear anything more on it, is it any more rampant than what has been discussed here, any signs of Samsung admitting there may be a flaw in the design and that they would cover it under warranty?
I've only had the phone just about 1 month :\
I had the exact same thing happen to me. It was only about a month after I bought it. Mine was just sitting on the table (face up) and I actually heard it crack. Made a "tink" sound. Never dropped it before and I'm very careful with my phone.
I do have insurance, but I'm not spending any more money on this POS ..
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