Cracked screen after 5 days of ownership

liskris

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Just bought the Droid Incredible for my daughter who is at college. She just told me that the screen cracked and I didn't ask how it cracked. I called Verizon and they told me that the warranty does NOT include cracked screens. I did buy the insurance but there is a $100 deductible. I paid $200 for the phone ($50 rebate). Does this sound right? I want to know before I go in and raise hell with Verizon (if I have to raise hell that is). Thank you!

**Edit: I talked to my daughter and she said she walked across campus while texting, came in and put the cell down on her desk, walked away and heard a cracking noise. She went back to the phone and noticed a large crack. That's how it happened. Oh, and it's about 15 degrees here in Connecticut at the moment out, and I would think if the screen was "heat sensitive" for texting as Verizon told me, it would be affected by the cold too no?
 
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reyxlp

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Sorry to hear, that's a real shame.

Nobody is going to cover a cracked screen, unless you could prove it didn't crack from human error but was somehow defective.

The $200 you paid was, I'm guessing, the price with some sort of contract or contract renewal. Compared to that, $100 does seem like a lot for a deductible, but if you were to buy a new one without getting or renewing a contract, you'd have to pay full retail which is usually $500+, so compared to that, the $100 insurance deal ain't too bad.

You could go on eBay, Craigslist, etc. and see what kind of deal you could get for a used one in mint condition, or search online for companies that repair cracked screens. I had a BlackBerry Storm2 and found a replacement screen on eBay for $50, installed it myself, ended up good as new.

Again, sorry to hear and good luck, hope this helps!
 
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RUSH

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Take the phone to a repair center... explain nicely how you had just gotten the phone a few days ago - and the screen has somehow cracked. The rep might be nice enough to replace the screen for you.

Good luck. (TRY TO BE CONVINCING) B-)
 
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Jude526

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The warranty only covers if something is faulty for example the speaker or power button. But a cracked screen will be under the insurance, sorry to say. I don't know if calling back will get a different answer for you. But if you do call, please be polite to the rep. Ranting and being rude won't solve anything. And I would have your daughter share the cost of the deductible to get a replacement. Maybe you can call again but I doubt they will change their mind about the issue. I would also get a case for the phone. Sorry for your problem and good luck,
 
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liskris

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Thank you for your help! I did call Verizon and talked with the Manager there. She said she would talk to her tech guy and see if he could replace the screen for a lower price than the $100 deductible. And, to answer your question, yes, this was a 2 year renewal which is why it cost $200. I know the $100 isn't that bad to pay for the insurance deductible, but she just got the darned phone and it cracked from the cold, that's what ticks me off. I will also use your suggestions for the cover and screen protector. Thank you all again, you were quick to respond! :)
 

liskris

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Just read this in the Warranty:
"Avoid using your device after a dramatic change in temperature
When you move your device between environments with very different temperature and/or humidity ranges, condensation may form on or within the device. To avoid damaging the device, allow sufficient time for the moisture to evaporate before using the device.
NOTICE: When taking the device from low-temperature conditions into a warmer environment or from high-temperature conditions into a cooler environment, allow the device to acclimate to room temperature before turning on power."

So, I guess you should turn your phone off while going outside in New England, bring it into the warmth of your home/dorm, wait a good hour or so for it to adjust to the temp and then use it? I don't think so.
 

Jaredshoes

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I live in new england and keep my dinc in my pocket with no screen protector or anything and thats never hapend

Sent from my ADR6300 using Tapatalk
 

318sugarhill

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The story sounds a bit shady, no offense, and if I were a VZW tech, I wouldn't be swayed by the story of how it cracked. However, I have had a few phones with physical damage like cracked screens. My wife's D2 was only 3 weeks old when it developed a "pressure crack" in the screen. I was VERY annoyed by this. Apparently it was caused by something banging it while being carried in her purse. VZW would not touch it, as it isn't covered by warranty. I didn't have the insurance, but since I was still within the 30 day window, they allowed me to add the insurance on to the plan. So I paid the deductible and now she has a nice hard case she puts the phone into before putting it in her purse.

Unfortunately we in society have come to take our products for granted and don't truly take care of them. A $10-$30 investment in a case is the way to go for in reality a $500 phone. We don't realize the "TRUE" cost of our products because we never pay that amount up front, or we get BOGO offers, but you don't see any of the apple geeks using their ipads without a case. It's because they spent $500 or more, and they are not going to take a chance with it. So remember even thought it seems like a "just a phone" consider that $100 a small price to pay, and take better care of your equipment.

On another note with the insurance, the fine print will tell you that the claim must be made within a certain time of the damage, so remember that when filling out the form online. THey will ask when it happened. Choose a date within the time frame or you can be denied the claim. My wife's phone worked fine with the crack for 3 months till the screen totally gave out. I almost didn't get the insurance to replace it. I had to tell them I made a mistake when selecting the month. They originally denied the claim. (another reason insurance companies are crooks)
 

zrxoa1

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Another good reason to buy from Best Buy....and get the $9.99/month insurance from them.... NO DEDUCTIBLE and UNLIMITED claims, unlike Assurion via VZW.

By the way, how long ago did you buy the phone? Best Buy had them for FREE and VZW is selling them for $149.....
 

menschmaschine5

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That story does sound a bit shady. It's plausible, especially if she keeps it in a purse, but I've been using my Dinc in cold weather a lot (in New Jersey and NYC) and this hasn't happened. However, I also have a screen protector and a case. and keep the phone in my pocket.
 

smoothcrm7

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I've had my screen crack a few times on various phones and they have never covered it for me = (. I was forced to pay 90 dollars for insurance. I actually just bought my Incredible from a 3rd party off contract so Ive kept it firmly inside the otterbox. But my eris has cracked twice, each time I had to claim it. I do know you can buy a replacement screen for around 80 online and follow a pretty good youtube video on how to replace them. You will have the usual concerns of doing something like this though, i.e voiding warranty, break it more ect ect. I hope you get it all sorted it really sucked having a screen break and not being able to do anythinga bout it.
 

NIKSTORM

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Another good reason to buy from Best Buy....and get the $9.99/month insurance from them.... NO DEDUCTIBLE and UNLIMITED claims, unlike Assurion via VZW.

By the way, how long ago did you buy the phone? Best Buy had them for FREE and VZW is selling them for $149.....

Will best buy cover the phone if lost or stolen
 

zrxoa1

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As for the cold.....pppbbbbtthhhhht. I have been working out in low, single digit temps without an issue. Sometimes the phone feels like an ice cube and the battery temps reads in the 40's, my screen is still going fine!
 

Jude526

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I always make sure I have a screen protector and a case. I had seen a lot of damaged devices during my time of selling wireless and having insurance is a good to invest in if you are hard on your phones. Or in the habit of having accidents like a friend of mine . I would think after one mishap with a toilet but NO she does it again. LOL it was clean but she still dropped it in !
Some people are accident prone and some are just careless. But touchscreen devices do need special attention. Weather can affect them.
 

liskris

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Another good reason to buy from Best Buy....and get the $9.99/month insurance from them.... NO DEDUCTIBLE and UNLIMITED claims, unlike Assurion via VZW.

By the way, how long ago did you buy the phone? Best Buy had them for FREE and VZW is selling them for $149.....

We bought the phone only 5 days before it cracked. I should note that the phone still works, so that's a good thing. I didn't know about Best Buy's price or their insurance, good to know for the future. I do buy insurance on all my phones and never had a problem with Assurion before when I had to get a new phone for my daughter. The deductible has gone up considerably but other than that, they have provided us with great customer service and product when needed.