Cracked screen? :(

[pauldroidr2d2]

Just came back from two different Verizon locations. The first one was a smaller place, and the guy made a call, and was told to send me to a bigger location, where they'd replace it for me. So, I went to the other place, explained the situation to the girl, and she took my phone to the back to consult with whoever. She came back and said that, because it doesn't affect the performance of the phone, they can't replace it. She said I could pay the $35 restocking fee, and exchange them out, but warned me that there's a possibility Verizon could determine the crack was my fault, and charge me the full price of the phone.

That last bit really scared me, because I already paid full price for the phone, and I don't want to get charged ANOTHER $650 (plus tax?). So, I'm back here, with my cracked Nexus, wondering if I have any other options available? Very disappointed with Verizon's customer service all around. I mean, I only got the phone a week ago; standard return/ exchange policy is 14 days, and the extended holiday returns/ exchanges are til January 15. What difference does it make if it affects the performance of the phone? If I fall in the return/ exchange period, I don't understand why I can't do it.

Sorry if I'm venting, I just can't help but be frustrated with this. I love the phone, and I don't blame Samsung, Google, or Verizon for the crack, but I just hate that it's such a hassle to get it fixed. I could see if this was, like, 6+ months after the return period had ended, but sheesh.

I think I would've taken the replacement.

 

[MRW1215]

I think I would've taken the replacement.

I wanted to, I still want a replacement, but knowing my luck, Verizon will decide to screw me over and charge me the $650 again, and I can't afford ANOTHER $650+. I set that first $650 aside for a while, there's no way I could pay it again. :/

 

[pauldroidr2d2]

I wanted to, I still want a replacement, but knowing my luck, Verizon will decide to screw me over and charge me the $650 again, and I can't afford ANOTHER $650+. I set that first $650 aside for a while, there's no way I could pay it again. :/

I can definitely understand that.

 

[crzycrkr]

Exchange it. They're boneheads, and if its really that hard to see, they won't see it. Its just a scare tactic. The phone you turn in has to be sent back out to get refurbed anyway.

 

[MRW1215]

Exchange it. They're boneheads, and if its really that hard to see, they won't see it. Its just a scare tactic. The phone you turn in has to be sent back out to get refurbed anyway.

Well, I just sent an e-mail Verizon's customer service thing about it, so I'll wait and see what they say back.

The thing that worries me about keeping my current phone, though, is that what if it gets worse in the future? I mean, I'm guessing it probably won't, but who knows? It may not be hurting anything now, but what if in six months from now (when I'm well out of the return policy), it starts causing problems?

 

[crzycrkr]

Well, I just sent an e-mail Verizon's customer service thing about it, so I'll wait and see what they say back.

The thing that worries me about keeping my current phone, though, is that what if it gets worse in the future? I mean, I'm guessing it probably won't, but who knows? It may not be hurting anything now, but what if in six months from now (when I'm well out of the return policy), it starts causing problems?

That's why I would without a doubt exchange it.

 

[jpbass7]

Exchange it. They're boneheads, and if its really that hard to see, they won't see it. Its just a scare tactic. The phone you turn in has to be sent back out to get refurbed anyway.

Agreed. They have to tell you about the worst-case scenario, but they told me returned phones go for refurb anyway. When I exchanged mine, I opted to deal with it if (and when) they try to charge me for it. Telling you that it doesn't affect the usability of the phone is bs. How do they know what will happen in the future?

 

[mtmjr90]

Have you tried calling customer service? I usually have better luck with them...

Sent from my Galaxy Nexus using Tapatalk

 

[ooklah]

Be persistent. I went to my local store 3 different times before I got them to exchange my Nexus for another, and that was only for dust under the screen! They never mentioned usability or performance to me. They just didn't want to do it. With a crack out of the box, I wouldn't take no for an answer and I would definitely not pay the restocking fee for an equal exchange.

 

[MRW1215]

Still waiting to hear back from Verizon's online customer service via e-mail. *sigh* Is it bad that I told them about the crack in the screen when I sent the e-mail? I mean, now they'd know what to look for, and would probably charge me the second $650, huh?

 

[MRW1215]

Well, they finally wrote me back, but all they really did was go over the return policy, which I already know about. They didn't address me asking for an exchange at all. I don't really want to be without a phone for a few days that it would take to send it back, get a refund, and order a new one... Even if I wanted to do that, I didn't save the FedEx box (and apparently return label?) it came with to ship it back...

 

[azdmelani]

Well, they finally wrote me back, but all they really did was go over the return policy, which I already know about. They didn't address me asking for an exchange at all. I don't really want to be without a phone for a few days that it would take to send it back, get a refund, and order a new one... Even if I wanted to do that, I didn't save the FedEx box (and apparently return label?) it came with to ship it back...

I am pretty sure if you have a phone and you are exchanging for a new one, they ship you the new phone first, and you have two weeks in which to mail the old phone back (in the same fed ex box with the provided return label).

 

[MRW1215]

I am pretty sure if you have a phone and you are exchanging for a new one, they ship you the new phone first, and you have two weeks in which to mail the old phone back (in the same fed ex box with the provided return label).

That's what I was (am?) hoping for, but the person said nothing about this in the response I got. I made a point to clearly state in my inquiry that I just wanted to exchange it for the exact same kind of phone, but all I got back was instructions on how to get a refund.

 

[azdmelani]

call CS and get another rep on the phone.

 

[KarbonKopy]

Mine was in my front right pocket when this happened to it

http://forums.androidcentral.com/verizon-galaxy-nexus/144312-screen-my-nexus-cracked-need-advice.html#post1510697

They wouldn't let me exchange it in store at all..had to call insurance which was closed for xmas and yesterday. Going to call today and get a new one I hope....

 

[jedgtucker]

I had a crack appear on my Galaxy Nexus screen out of nowhere exactly two days after I purchased it. I have never dropped or abused it in any way. Crack started at upper right corner of screen and was about 1 cm long, and spread diagonally across the screen over the next couple days. One thing I noticed is phone screen seemed hotter than normal when the crack appeared. I took it in to Verizon and they said since the screen is cracked there is nothing they can do for me unless I want to file an insurance claim and pay the deductable. They even called Samsung and they said the same, since there hasn't been other reports of this issue. I can't believe these companies would sell a defective product like this and then say they won't warranty it, such a load of crap. I have already found several other instances of this online. Spread the word. Maybe if this happens to enough people we will get our warranties. For now, I am holding out and keeping my cracked screen, as I refuse to pay $90 for something I did not cause.

 

[crzycrkr]

Mine was in my front right pocket when this happened to it

http://forums.androidcentral.com/ve...my-nexus-cracked-need-advice.html#post1510697

They wouldn't let me exchange it in store at all..had to call insurance which was closed for xmas and yesterday. Going to call today and get a new one I hope....

Difference is that the OP has what he thinks is a defect of some kind. Yours is either an impact or torque crack.

 

[ohiomoto]

Difference is that the OP has what he thinks is a defect of some kind. Yours is either an impact or torque crack.

But I question if that constitutes normal use or abuse. I put my phone in my front pocket all the time. That is normal use in my opinion.

 

[KarbonKopy]

But I question if that constitutes normal use or abuse. I put my phone in my front pocket all the time. That is normal use in my opinion.

What threw me is I took very good care of it, and it worked...went into my pocket..came out after dinner and looked like that. I am sure it flexed in my pocket somehow as I was sitting down.

I have seen several threads on this and wonder if the very slight curve of the phone is what is causing it to flex...so if its in your pocket like myself and you kneel or sit down...would cause the phone to be more flat and cause that crack? Dunno....

Fortunately is cost me 99 bucks and a new phone is on its way. Going to order a case this time to see if it will help.

 

[Forgetful]

I've seen an alarming ammount of no impact/ screencrack reports for the Nexis from (even per capital). I'm starting to think there is a manufacturing defect on some or all.

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