10-07-2018 12:57 AM
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  1. assaweee's Avatar
    I upgraded my galaxy s6 this past Saturday to the galaxy s7. Yesterday, Monday, I wake up and check my phone as usual, and there is a crack across the bottom of the screen!!!! It goes from the bottom left side of the phone to the bottom of the phone under the home button, and up to the home button. I have had this phone for 72 hours now. About 32 hours when it cracked. I have not dropped it or done anything else that could have caused it to crack like this. I've had cell phones for ten years now and have NEVER broken a phone or cracked a screen, and in the past I have most DEFINITELY dropped phones. I've had the galaxy line phones for probably 5 or so years now and have never had a problem like this. I slept in my living room the night before it cracked and had the phone next to the wall under the futon so I could hear my alarms in the morning, but it was not anywhere where i could even reach it without pulling it out from under the futon. T-mobile says they are unable to do anything for me, since I didn't notice anything physically wrong with the phone when i took it home from the store, and my only option is to pay $175 for insurance, at which point I would receive a refurbished phone instead of a new one. I've been looking online and came across another forum with between 10-15 post from different people who have had the same issue. The screen somehow cracks without anything having been done to it. My phone was charging all night and several of the other posts I saw said they either had theirs charging as well or it was outside in the heat/sunlight. I guess I'm trying to see if anyone here has had this issue, or has any suggestions on what steps I could take to have this fixed. If I would've have dropped the phone, left it on my car and sped off, and threw it at someones head out of anger, then yes, a cracked screen would be expected. But seriously?! Am about to call Samsung now, but going off of the other posts I've read, they haven't been helpful in this particular situation.
    07-05-2016 06:04 PM
  2. neighborette8's Avatar
    I just got a new s7 sm-G930uzkaxaa this saturday too, and today it wouldn't take video, so I restarted the phone and it got really hot on the restart for some reason, and then it cooled down, but it got hot again when I had it charging. I am wondering if this phone is gonna hold up now that it got so hot for no apparent reason. Hope my screen doesn't crack from the heat.
    07-05-2016 08:16 PM
  3. dpham00's Avatar
    If you used American express or another card with purchase protection for accidental damage , then they would fully cover the amount that you paid on the card (so if you bought full retail then you would be fully covered).
    07-06-2016 01:05 AM
  4. dizzle16's Avatar
    No. Though I have had some small bugs. But my phone does have a small hairline crack in the bottom left screen from me dropping it. It doesn't effect use of the phone though. I've since put a tempered glass protector on mines. Really sorry to hear about your luck

    Posted via the Android Central App running on my Galaxy S7
    07-06-2016 01:06 AM
  5. Blues Fan's Avatar
    I upgraded my galaxy s6 this past Saturday to the galaxy s7. Yesterday, Monday, I wake up and check my phone as usual, and there is a crack across the bottom of the screen!!!! It goes from the bottom left side of the phone to the bottom of the phone under the home button, and up to the home button. I have had this phone for 72 hours now. About 32 hours when it cracked. I have not dropped it or done anything else that could have caused it to crack like this. I've had cell phones for ten years now and have NEVER broken a phone or cracked a screen, and in the past I have most DEFINITELY dropped phones. I've had the galaxy line phones for probably 5 or so years now and have never had a problem like this. I slept in my living room the night before it cracked and had the phone next to the wall under the futon so I could hear my alarms in the morning, but it was not anywhere where i could even reach it without pulling it out from under the futon. T-mobile says they are unable to do anything for me, since I didn't notice anything physically wrong with the phone when i took it home from the store, and my only option is to pay $175 for insurance, at which point I would receive a refurbished phone instead of a new one. I've been looking online and came across another forum with between 10-15 post from different people who have had the same issue. The screen somehow cracks without anything having been done to it. My phone was charging all night and several of the other posts I saw said they either had theirs charging as well or it was outside in the heat/sunlight. I guess I'm trying to see if anyone here has had this issue, or has any suggestions on what steps I could take to have this fixed. If I would've have dropped the phone, left it on my car and sped off, and threw it at someones head out of anger, then yes, a cracked screen would be expected. But seriously?! Am about to call Samsung now, but going off of the other posts I've read, they haven't been helpful in this particular situation.

    That sucks. Not fully related but I have a Gear s2 I bought last Oct and the rubber wristband broke on it. This is a known issue and Samsung was said to be replacing the bands. Anyways I talked to a samsung rep they made a case number and all and said they would verify the serial number and get back with me. Anyways never contacted me and it's been almost two weeks. I didn't even bother calling them for another one and ordered one for 9 bucks off Amazon. It likely will tear again I can tell but hopefully it holds me for a couple more months since the major makers should be releasing their new models then.

    Is poor customer service like this normal with Samsung?
    07-06-2016 01:46 AM
  6. mas90guru's Avatar
    Recent owner of SM-G930U purchased from Best Buy. Just looking at my unlocked Samsung Galaxy S7 and notice the back of the phone in the lower left has a crack.

    Same story. Never dropped, Barely even used. I'm going to have a conversation with Best Buy however I'm expecting they will tell me tough luck. My next conversation will be Samsung.

    Have never had an issue with damaging any of my prior phones either.

    Here's what mine looks like.

    Samsung Galaxy s7 screen cracked, by itself?!!!-s7_shatter.jpg
    07-07-2016 12:41 PM
  7. filanto's Avatar
    I wonder if the internal parts are so tightly packed that with any amount of heat expansion the glass might crack. Kind of like how polycarbonate lenses crack from stress when left in the car and mounted in metal frames

    Posted via the Android Central App
    07-11-2016 10:19 PM
  8. Echo381's Avatar
    Recent owner of SM-G930U purchased from Best Buy. Just looking at my unlocked Samsung Galaxy S7 and notice the back of the phone in the lower left has a crack.

    Same story. Never dropped, Barely even used. I'm going to have a conversation with Best Buy however I'm expecting they will tell me tough luck. My next conversation will be Samsung.

    Have never had an issue with damaging any of my prior phones either.

    Here's what mine looks like.

    Click image for larger version. 

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    I also have a hairline cracking across my back glass and I've had my phone less than a week no drops or abuse I however was at a BBQ and it was sitting in the sun for a bit facedown so it makes me wonder
    07-19-2016 11:43 AM
  9. rsrocha's Avatar
    I thought about this today that the phone could heat up from using it or charging (the fast charge heats up the phone a lot) and the thermal expansion could crack the screen or rear glass and it is a possibility. The build is so tight that when the metal around the phone heats up it can distort the glass mounting points and crack the glass.
    07-27-2016 06:11 PM
  10. Mike Dee's Avatar
    Recent owner of SM-G930U purchased from Best Buy. Just looking at my unlocked Samsung Galaxy S7 and notice the back of the phone in the lower left has a crack.

    Same story. Never dropped, Barely even used. I'm going to have a conversation with Best Buy however I'm expecting they will tell me tough luck. My next conversation will be Samsung.

    Have never had an issue with damaging any of my prior phones either.

    Here's what mine looks like.

    Click image for larger version. 

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    Odd because that looks like it took a pointy hit

    Posted via the Android Central App
    Deanig_12 likes this.
    07-27-2016 07:02 PM
  11. ITSMEALIA's Avatar
    OMG, I am so happy to have found this forum!! I bought the edge and have gone to T-Mobile about over heating and they pretty much said , we have the same phone and haven't had that problem. this morning I woke up to a hot phone so I took off the cover and the back of my phone is shattered!!!!! What the heck!!!???
    09-21-2016 11:08 AM
  12. Jacob Obarski's Avatar
    That exact thing happen to me but I had a case on?? I was sitting in class and when I took my phone out the front had a small crack on it but I didn't make a big deal about it because it was so small but then when I looked at my camera I saw there was a small crack so I took the case off and the whole back was shattered , I have had heating issues before but I have never dropped or abused my phone it is only 3 months old. Help??
    09-23-2016 06:29 PM
  13. AmyBug5's Avatar
    I had my Samsung Galaxy S7 in an Otterbox case and didn't drop it and the bottom screen cracked after playing music for an hour or so. It's frustrating!!
    10-18-2016 10:32 AM
  14. Reignwolf's Avatar
    That's scary... came here trying to find a solution around my cracked front screen that I gave myself by dropping the phone to read this. With the amount of users claiming that the screen broke in similar situations it really seems that the heat present in some occasions will crack the screen, zomg!

    And the problem is: Having the screen cracked in a S7 Edge is dooming the phone to a utterly expensive repair (some company charged $370 to fix my screen) for it's unfriendly way of built. It's a complete pain to disassemble the phone and reglue it back ensuring that's water resistance feature would not be affected.

    I was about to get another S7 Edge after selling my broke one but I think I am going to dodge it from now on...
    10-18-2016 11:59 PM
  15. Chrissy Beaty's Avatar
    Hi, I heard a lot about Samsung lately and it has several issues especially with their new released phones due to a defective battery maybe a very serious issue, and has not stopped the internet. Nevertheless, they are open to complains and replacements especially to those phones still under warranties.
    10-19-2016 12:08 AM
  16. Xsamcustomer's Avatar
    EXACTLY the same has happened to me. phone charging overnight. Crack from left hand side home button extending to volume key. No dropping or abusing. Phone was in fine fettle and been in a hard backed leather flip from day one.
    Samsung are nothing short of scam merchants. Stated and I quote " phone tested and all fine. Dust in charger port, phone in worn condition ( WTF ) and I must have used a non standard charger. "
    That's your lot and goodbye. No challenge decision made.
    If I'd damaged it myself hey no problem I wouldn't be even pursuing it. THIS IS A PHONE FAULT WHICH HAS CAUSED THE CRACK.
    It's led me to believe the Samsung "warranty" is not worth the paper it's printed on.However I will now pursue this to the end. I am in the UK. Anyone else needs to start documenting this on line.

    One deeply dissatisfied Ex Samsung user
    11-09-2016 12:01 PM
  17. mako1978's Avatar
    I was charging my 6edge plus in the car while I went into walmart. I came back out 15 min later it said phone was too hot. Turn on the ac ,turn phone on , Crack on the left side of the home key. I called Samsung they said I need to pay for shipping and have a card on file b/c there will be a $200 fee charge if they think the phone was drop. I left iPhone because they where to small. as soon as I'm done with this payment plan I will be going back.
    11-11-2016 06:35 PM
  18. wordfool's Avatar
    Recent owner of SM-G930U purchased from Best Buy. Just looking at my unlocked Samsung Galaxy S7 and notice the back of the phone in the lower left has a crack.

    Same story. Never dropped, Barely even used. I'm going to have a conversation with Best Buy however I'm expecting they will tell me tough luck. My next conversation will be Samsung.

    Have never had an issue with damaging any of my prior phones either.

    Here's what mine looks like.

    Click image for larger version. 

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    Looks very much like an impact did that. I have a hard time believing glass would spontaneously crack like that otherwise. You may not have remembered the impact, but I bet there was one.
    11-15-2016 10:22 AM
  19. cmcone01's Avatar
    I would tend to believe him. I have had my s7 edge since dec. 1st. I put a case on it right away and a screen protector. I was flying home on the 20th for the holidays. On the plane I was paying some stupid game and all of a sudden it got pretty warm and there was a loud pop and crackle sound. The flight attendant came over and started to yell at me for having a note on the plane and ordered to turn it off. I said it wasn't a note and showed her and she calmed down a bit but made me turn it off anyway. From that point forward the phone had a few problems. The sound kept going off and the screen wasn't as responsive. So tonight, Jan. 5th I took it to Sprint to look at it. For the first time since I bought it, he took off the case and there are a ton of cracks on the back. Mostly at the top but some long ones trailing down to the bottom. It sure looks like dropped it or hit it really hard but I absolutely did not. He told me I had to pay 200 to have it replaced. I opted to call Samsung and she said I could take it to Best Buy where I bought it and have them assess it and if they determined I dropped it, Samsung would not make the repair. I am taking it but I know I didn't drop it or hurt it in anyway. I know it cracked right in my hand and I didn't not know the back was also glass so I didn't think to look at the back. The front is fine. If this phone is not replaced I will certainly never buy a Samsung phone again. I haven't had one for like 6 years. I drop phones from time to time, always have a case on them. I have never damaged any phone I ever had for the last 15 years. As a matter of fact my last phone was an HTC and it was 3 years old when I bought this phone and I gave it to my daughter in law to use because she broke her phone. I dropped that phone plenty, never hard or far but from the couch to the carpet or in my car when I set it on the seat. The only problem with it is the battery doesn't stay charged very long anymore. It was a HTC and should have stayed with them. I am definitively sending Samsung this thread and looking for others. You would think after their note troubles they would start handling their customers better.
    01-05-2017 10:43 PM
  20. furiousgeordie's Avatar
    Exactly the same thing has happened to me in November phone still not fixed and exactly the same response from Samsung now trying citizens advice consumer helpline.

    I placed my S7 Edge on Samsung wireless fast charge dock the phone was fine went and made a coffee no one else in the house cam back 5 mins later picked phone up and had what appear to be to centres of impact at the edge of the phone and cracks across the screen. went to Samsung shop was told i was lying and trying to pull a fast one and that i had dropped it or hit it.

    i then sent the phone off to samsung and got told the same thing.

    i have now had legal advice and after seeing how many people this has happened to i am going to use every channel available to help start a total recall of all Samsung s7 phones. i read one woman cut her hand on the cracked screen they are dangerous to.
    02-21-2017 07:09 AM
  21. H2oflyer's Avatar
    It seems most of these reported glass cracks are from over heating. I'm in Canada and my S7 is the Exynos version which definately runs cooler than the SD version.

    When I got my S7 I used it on the boat as a chart plotter side by side with my Sony Z5 in 30c temp and full sunlight running the Navionics app which is a battery hog. The S7 ran cooler , brighter and used less battery than the Sony , but was still hot to touch. Other than that type of hard use the S7 never gets hot.

    I've read a lot of reports of S7 cracked glass linked to over heating and don't know if it can be blamed on the SD chip or recent sloppy S7 manufacturing.

    In the OP's case , charging under the futon was not good as it just trapped the heat , especially if it was on fast charge.
    02-21-2017 07:53 AM
  22. Mastiffs Drool's Avatar
    I have a Samsung 7, I got a good case for it and good screen protector for it, I had it sitting on the arm of a recliner after I got done using it. So I picked it up to leave, got to the vehicle and looked at it quick and it had an unexplainable crack through the left center of the phone. Nothing happened to the phone so it defiantly cracked on its own.
    03-04-2018 02:44 PM
  23. Dominic Leelodharry's Avatar
    I have a Samsung S7 Edge ( UK ) , had it just under 12 months ( bought it in 3rd June 2017 ) so it's still in warranty.

    Phone was on charge overnight, woke up in the morning, no problems, went down and placed it on the charger downstairs made breakfast just before leaving work about 1 hr later, picked up the phone to find cracks had appeared on the screen. I was like what ??? how did that happen, I don't remember dropping it or hearing anything.

    Phone was still usable with cracks, didn't look great though, I took it to a phone shop locally for an estimate on repair and they said it would cost around £300 to fix the screen and said if it worked it's not worth it, I said OK. However the next day the screen starting playing up getting a 3 inch white flickering bar at the bottom of the display and the contrast on the phone changes so much every time you unlock the phone you can't really use it, some times just swiping to the next screen will cause the phone screen to switch off, Very odd.

    I found this forum post today, so decided to contact Argos from where I purchased it, they weren't interested so I phoned Samsung they said they would take a look at it free of charge and would collect it from my home next day but I had to wait in between 8pm to 8pm and then it's 7 to 10 day turn around and I may have to pay the repair cost depending on if they deem it to be a fault. The other option I was given is to take it to a "Samsung Experience Store" where engineers will evaluate if it can be done under warranty and fix it on the spot / within 24 hours for free or charge.

    I have decided to take it to a local store this Saturday 2nd June ( 1 day before the warranty expires ) , when I say local I mean 20 miles way to see what they say, i'm hoping they take it apart and see some kind of warpness going on inside which has caused the phone screen to crack to back up my claim and do the right thing and fix it.

    Here is the pic on my screen:


    Samsung Galaxy s7 screen cracked, by itself?!!!-img_0007.jpg
    05-28-2018 04:41 PM
  24. Dominic Leelodharry's Avatar
    Happy to back your campaign on this, I feel the same fob off story is going to happen to me when I take it in, but this isn't right you pay over 500 quid for these phones and there is an underlying fault in them and they can crack and Samsung deny it, when I was on the phone to samsung the person was saying we put our S7 through vigorous testing and it would have shown up and that he had never heard of a thing happen. I said to him yet but you remember the Galaxy Note 7 right and how well you testing was on that?


    I will take it further if Samsung refuse to fix it.
    05-28-2018 06:31 PM
  25. Dominic Leelodharry's Avatar
    I have a Samsung 7, I got a good case for it and good screen protector for it, I had it sitting on the arm of a recliner after I got done using it. So I picked it up to leave, got to the vehicle and looked at it quick and it had an unexplainable crack through the left center of the phone. Nothing happened to the phone so it defiantly cracked on its own.
    Happy to back your campaign on this, I feel the same fob off story is going to happen to me when I take it in, but this isn't right you pay over 500 quid for these phones and there is an underlying fault in them and they can crack and Samsung deny it, when I was on the phone to samsung the person was saying we put our S7 through vigorous testing and it would have shown up and that he had never heard of a thing happen. I said to him yet but you remember the Galaxy Note 7 right and how well you testing was on that?


    I will take it further if Samsung refuse to fix it.
    05-28-2018 06:32 PM
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