Hi guys. So a couple months back my AT&T Tilt screen cracked. Here's the story.....
One day I was at school and I had my Tilt in my pocket. When I came home I turned it on and the screen was cracked! (Refer to pictures at the bottom of this post).
It appears to have a couple of hair line cracks and a couple other weird ones. The phone still works normally. I've actually inserted my SIM card, turned the phone on, and made a call with it when the screen was cracked! Also if I turn it on the usual things happen. If I slide out the keyboard, it makes the noise that the keyboards open and vice versa. It's just the screen (or so I think). What should I do? I've heard about buying a new screen on eBay for around 50 - 60 dollars, or sending it in to a place like this.
http://www.missionrepair.com/Mission_Repair_AT_T_Tilt_8925_LCD_Screen_Repair_p/222-4037.htm
I just want to fix it and then sell it on eBay. I only used the phone for about 1 week and now it's just been sitting around for 2 months. What should I do?
P.S. Don't forget to look at the pictures below.
By sims2lover24
By sims2lover24
By sims2lover24
Just depends on how good you are with practical tasks. The Kaiser is not an overly difficult dismantle, but these things are fiddly sometimes. If you have never done this sort of thing before and your not a practical sort of person, then send/take it for repair.
If you are pretty practical with small delicate equipment and have looked at the Service Manual and dismantling guides then replace the LCD.
(If you have not seen the Sevice Manual and guides then - www.mikechannon.net)
Mike
Fix It!!!!!!!!!!!
Its still a usable phone. Find a screen, send it to me and I'll fix it for ya. If you attempt it, be careful as some clips are a pain in the ass to pry off. couls ruin it even more. How much you selling it with the screen cracked like that?
wow thats one hecka cracked screen..what do you carry in your pocket along with the phone, a glock? maybe a nine..grenades???
Actually I carried nothing in my pocket. I must've sat on it or something!
Hey FLiPinoy9oNe6, how much do you charge to repair the Tilt screens?
Hey FLiPinoy9oNe6, how much do you charge to repair an AT&T Tilt screen?
it was a joke lol cause you just said you had it in your pocket and ive read posts where people "mysteriousky" had there screens crack which is impossible unless high pressure has happened which is usually sitting.stepping.dropping.throwing...lol
I cracked my att tilt in the exact same spot and the same cracks formed... weird.
Its an extreamly easy fix, only takes 30mins, order the screen online got mine for like 40 bucks, and get the screw drivers needed. Its simple and kinda hard to mess up just follow the disassembly instructions or video which are all free online.
I just have a quick question to see if anyone else has encountered this issue and if so whether or not B&N fixed it. My NC has just recently had the back coming off right in the corner by volume buttons. It hasn't been dropped nor have I tried to open it. Also it creaks on the middle of the front bezel on the right side. Any ideas if B&N would take care of it under the 12 year manufacturers warranty?
Not sure on what B&N will do. From what I've read, it really boils down to the rep you get on the phone and their 'ability' to help you. If you get someone that simply follows a script... good luck.
As to the quality of the build, my model wasn't very solid from the start. As soon as I held it to read on it for the first time, I felt the back plate clicking and somewhat loose. Not very impressed but as of now, there's been no separation issues.
I had the exact same problem. There was creaking to the left of the "n" button. It almost seems like some of their hardware doesn't fit properly inside the case. Long story short, they exchanged it. Call 'em up. If they tell you to take it into a store don't accept that. I tried, and the guy at the store told me to call. I eventually got a new one.
t3rabyte said:
I had the exact same problem. There was creaking to the left of the "n" button. It almost seems like some of their hardware doesn't fit properly inside the case. Long story short, they exchanged it. Call 'em up. If they tell you to take it into a store don't accept that. I tried, and the guy at the store told me to call. I eventually got a new one.
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Click to collapse
Or get the name and agent number of the person on the phone who told you to go to the store and when the store says no you can say "Well, so-and-so from 1-800-THE BOOK whose agent ID is blah-blah said to bring it to the store. So first, exchange my Nook and second contact whoever runs your help line and deal with this type of problem with them."
Also, get the managers name as well. People generally don't give you the run around if you get their names...
They definitely do read from a script. The rep had to go check with a supervisor to see if it is covered. Waiting on a reply. I definitely am no accepting no as an answer.
ExploreMN said:
Or get the name and agent number of the person on the phone who told you to go to the store and when the store says no you can say "Well, so-and-so from 1-800-THE BOOK whose agent ID is blah-blah said to bring it to the store. So first, exchange my Nook and second contact whoever runs your help line and deal with this type of problem with them."
Also, get the managers name as well. People generally don't give you the run around if you get their names...
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I will have to exactly this. I was getting the run around from the rep on the phone, and she was definitely reading from a script. She was trying to make it seem as if I had someway caused the backing to come off and so it isnt covered. I told her straight up that the problem is that the glue isnt holding it in place and that the problem is at the juncture of the backing and the volume keys, and that since it is the glue that is the problem it should be covered by the manufacturers warranty. SO after 20 minutes of arguing, I am off to my local store to talk to them with the name and ID number of the phone rep. I am getting this fixed one way or another.
I've noticed the same issue since new, but nothing major. I keep my nook in a leather case so i'm only really touching the screen when using it.
(In general, not to OP since don't think he's under 14-day policy anymore)
If you just got your nook, you might want to consider exchanging --- in the week I had my first one, I noticed creakiness and slight flexing all around the right side from when I first opened it, and it only got worse -- started getting little clicks/pops when I shifted my grip on that side and I noticed the white backlight came through a small part of that side, so it looks like it was probably going to end up unhinged. I'm pretty gentle with my electronics and I had it in an Industriell case since day 1, and it still got worse.
The 2nd one I just got is significantly better built, no creaking at all and the bevel is firm and solid (no flex) everywhere. I know it's only $250 but better to avoid future repair hassles and get a good one now.
I was definitely over the 14 day policy as The nook was a Christmas gift from the wife. I ended up going to the store and had them inspect it to make sure that it was definitely a manufacturer issue. The local rep then proceeded to call and try to get it done for me. Now mind you, the stores have an entirely different number to call about Nook Color returns/exchanges. They don't actually deal with the same tech support we do. They were then giving her the run around even with her manager right next to her telling them it is a warranty issue, that it definitely looks like an adhesion issue, no water damage, no drop damage etc. Finally the rep gave up and just did an exchange anyways and said to screw the corporate that once it got sent back it would never be looked at anyways. And this is why i love my local B&N store.
Awesome! Congrats on getting it exchanged The new one, have you noticed if the bevel is darker than your old one? Mine is very noticeably darker, I compare it to the grey of the B&N Industriell case and my old Nook used to be lighter than the case, this new one is several shades darker (almost black). Wonder if they switched materials/updated design somewhere down the line?
Interesting reading, I got my NC back in March, haven't noticed any of these problems. Maybe it was just a bad batch or something. Good luck with getting your NC's exchanged.
Had the same issue, disassembled the nook according to these instructions in this post:
http://forum.xda-developers.com/showthread.php?t=858697
(Note the switch and battery connectors disconnect by pulling them perpendicularly from the board)
Then used Loctite silicone gasket sealant along the edges where the two shell halves meet, between the entire edge of the back cover where it mates, as well as between the screen frame and metal frame. You'll need something to pry with and T5 screw driver. Took 30 minutes
Now feels as sturdy as an iPad, no squeaks or creaks, and in theory I should still be able to pull it apart again if needed.
Hope this helps someone.
m
bmorrissette said:
I just have a quick question to see if anyone else has encountered this issue and if so whether or not B&N fixed it. My NC has just recently had the back coming off right in the corner by volume buttons. It hasn't been dropped nor have I tried to open it. Also it creaks on the middle of the front bezel on the right side. Any ideas if B&N would take care of it under the 12 year manufacturers warranty?
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Click to collapse
The back cover on mine is loose in the same area...but its just fractions of an 1/8".
I don't know if the heat(what heat?) expanded the metal there, but it wasn't 'loose' when I first bought it.
I'm not too concerned, I bought a cheap silicon glove for it and it has not been that noticeable.
It does look a bit darker. I have also noticed that it looks like the bezel is recessed more than on my previous one. This one just feels a lot sturdier than my first one.
brad2345de said:
Had the same issue, disassembled the nook according to these instructions in this post:
http://forum.xda-developers.com/showthread.php?t=858697
(Note the switch and battery connectors disconnect by pulling them perpendicularly from the board)
Then used Loctite silicone gasket sealant along the edges where the two shell halves meet, between the entire edge of the back cover where it mates, as well as between the screen frame and metal frame. You'll need something to pry with and T5 screw driver. Took 30 minutes
Now feels as sturdy as an iPad, no squeaks or creaks, and in theory I should still be able to pull it apart again if needed.
Hope this helps someone.
m
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Click to collapse
Sounds really interesting.
Did you also remove the bezel ?
Thanks
I have had my nook color sine april of this year. Its been rock solid with none of the issues described in this thread. Just thought I would add in my own observations.
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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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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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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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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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...
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.
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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.
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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.
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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.
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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€