Cracked screen? :(

[crzycrkr]

The stress cracks are not defects. If you carry a phone in your front pocket, especially a phone this size, and bend in a way that makes your pocket tighten up things will crack. If the phone turns sideways in your pocket and this happens it is very likely the screen breaks.

This is not uncommon with bigger touchscreens that are carried in front pockets

 

[MRW1215]

You cracked your phone and now want verizon to replace it, free of charge! Unbelievable! Gotta love the entitlement generation!

Sent from my MB855 using Tapatalk

Again, I don't believe I caused the crack at all. I've had several people look at it, and agree that when it's damaged by the user, there's often a surface crack, which mine does not have. Even the guy I talked to at the first Verizon store said "Yeah, there's no way you could've done this, because there'd be a crack on the top of the screen if you did, not underneath it".

Thing is, I'm still in the return period. I could understand if this was, like, 4-5 months after the return period ended, but I don't understand why I can't swap it out when I'm still in the return period. If I absolutely have to, I don't mind paying another small fee, but I think it'd be absolutely ridiculous to have to pay another $650.

That's not "entitlement", I just don't understand why they won't abide by their own return policy, and are threatening to charge me the same super high price that I already paid for the phone. Makes no sense to me.

Still waiting on a reply from Verizon's online customer service.

 

[crzycrkr]

Again, I don't believe I caused the crack at all. I've had several people look at it, and agree that when it's damaged by the user, there's often a surface crack, which mine does not have. Even the guy I talked to at the first Verizon store said "Yeah, there's no way you could've done this, because there'd be a crack on the top of the screen if you did, not underneath it".

Thing is, I'm still in the return period. I could understand if this was, like, 4-5 months after the return period ended, but I don't understand why I can't swap it out when I'm still in the return period. If I absolutely have to, I don't mind paying another small fee, but I think it'd be absolutely ridiculous to have to pay another $650.

That's not "entitlement", I just don't understand why they won't abide by their own return policy, and are threatening to charge me the same super high price that I already paid for the phone. Makes no sense to me.

Still waiting on a reply from Verizon's online customer service.

It is possible to crack a lower surface in the screen. I get the feeling that last comment was for the other guy who obviously cracked his phone.

 

[KarbonKopy]

It is possible to crack a lower surface in the screen. I get the feeling that last comment was for the other guy who obviously cracked his phone.

Wouldn't think so as I fully understand mine cracked while in my pocket and that I have to pay the insurance deductible to get another one (arrives today). Never expected a new one in exchange at the store (would of been cool though).

 

[crzycrkr]

Wouldn't think so as I fully understand mine cracked while in my pocket and that I have to pay the insurance deductible to get another one (arrives today). Never expected a new one in exchange at the store (would of been cool though).

Um...what? The guy I was quoting was responding to you I think, but he didn't realize you weren't the OP. So he thinks you cracked your screen and were trying to get Verizon to replace.

 

[KarbonKopy]

Um...what? The guy I was quoting was responding to you I think, but he didn't realize you weren't the OP. So he thinks you cracked your screen and were trying to get Verizon to replace.

Ah, that would make more sense lol...

 

[Glitch4583]

About to go to the local vzw store and get mine replaced for this same issue. I called in to CS, then moved me to Tech Support and they said that since it's within 14 days, I'm good to do an even swap.

 

[MRW1215]

About to go to the local vzw store and get mine replaced for this same issue. I called in to CS, then moved me to Tech Support and they said that since it's within 14 days, I'm good to do an even swap.

Aren't holiday returns extended until January 15, anyway? If they go by when the order was placed, then I suppose tomorrow is the last of my 14-day return period, but I thought everything was extended to January 15 for the holidays.

Anyway, I got yet another reply from Verizon, and they simply said to take it to a Verizon store and they're do an even exchange for me... So, I take it to the store, and they refuse to exchange it, then I contact them online, and they tell me to exchange it at a store. >_<

 

[brandonx1000]

Aren't holiday returns extended until January 15, anyway? If they go by when the order was placed, then I suppose tomorrow is the last of my 14-day return period, but I thought everything was extended to January 15 for the holidays.

Anyway, I got yet another reply from Verizon, and they simply said to take it to a Verizon store and they're do an even exchange for me... So, I take it to the store, and they refuse to exchange it, then I contact them online, and they tell me to exchange it at a store. >_<

after working in the industry for so long, i can say that it is definitely possible to crack the LCD screen underneath and not the digitizer.

At the store level, a crack is a crack, and is seen as physical damage.

 

[MRW1215]

after working in the industry for so long, i can say that it is definitely possible to crack the LCD screen underneath and not the digitizer.

At the store level, a crack is a crack, and is seen as physical damage.

Well, I wasn't necessarily trying to say that it's "impossible" for someone to cause this kind of damage to their phone, but from what I gather, it seems very unlikely. And considering I had only had the phone for about five or six days before I noticed it, I don't even think I had used it enough to have done any damage to it. My previous smartphone never had any kind of cracks on the screen, and I had had it for about eight months.

Regardless of "physical damage", I don't see why the standard return policy wouldn't apply. Again, it's not as though this is something that came up four or five months after I got the phone; this falls within the standard 14-day return policy (and hopefully, the extended holiday return period).

 

[MRW1215]

So, does anyone know, off hand, if I'm covered by the holiday return period til January 15? It says it covers purchases made after November 15 (which obviously, the Nexus does, as it didn't come out until December 15). I'm just a bit nervous, because if not, tomorrow would be day number 14 since I made the purchase, and Verizon's still talking me in circles.

 

[crzycrkr]

Well, I wasn't necessarily trying to say that it's "impossible" for someone to cause this kind of damage to their phone, but from what I gather, it seems very unlikely. And considering I had only had the phone for about five or six days before I noticed it, I don't even think I had used it enough to have done any damage to it. My previous smartphone never had any kind of cracks on the screen, and I had had it for about eight months.

Regardless of "physical damage", I don't see why the standard return policy wouldn't apply. Again, it's not as though this is something that came up four or five months after I got the phone; this falls within the standard 14-day return policy (and hopefully, the extended holiday return period).

How can you return something that you've damaged? You can't do that with any product anywhere.

 

[LangHoo]

Dropping any phone is going to cause it to crack. Hopefully you bought insurance. For $100 you will get a new phone. You might want to buy a case for the new one, Butterfingers!

 

[MRW1215]

How can you return something that you've damaged? You can't do that with any product anywhere.

Again, I don't feel like I'm responsible for the damage. I'm sure everybody says that, but it's the truth. It's never been dropped, never taken any kind of impact at all. I've barely even used it much in the six or so days I had it before discovering the crack. Who's to say it's not something that didn't happen during shipping, or something like that? Why should I take responsibility for that?

Honestly, I've never heard of a retailer refusing to do a return or exchange for a damaged or defective product when it still falls within the return period. Sure, once the return period is up, you're screwed if you didn't buy any kind of extra protection coverage.

 

[crzycrkr]

Again, I don't feel like I'm responsible for the damage. I'm sure everybody says that, but it's the truth. It's never been dropped, never taken any kind of impact at all. I've barely even used it much in the six or so days I had it before discovering the crack. Who's to say it's not something that didn't happen during shipping, or something like that? Why should I take responsibility for that?

Honestly, I've never heard of a retailer refusing to do a return or exchange for a damaged or defective product when it still falls within the return period. Sure, once the return period is up, you're screwed if you didn't buy any kind of extra protection coverage.

Lol, I wasn't talking about you. I was responding to the guy saying that even if someone damages the phone they should still accept a return. I agree with you on your situation. This thread has just gotten confused for some with the other guy chiming in with the broken screen

 

[MRW1215]

Ah, sorry. I guess it has gotten a bit confusing. @_@

 

[ohiomoto]

Here's is what you need to do and you need to do this as soon as you can. Take the phone to the store and tell them what the CSR told you. There should be a note in the system. If they give you a hard time, tell them the truth. You feel that you didn't cause this damage. It's possible that it was damaged during manufacturing, packaging or shipping. If it's difficult to detect, it's possible no one noticed it when the phone was activated. Seems reasonable. Maybe they will take care of you.

If not, you could put insurance on it and accidentally drop it a week or two later. I'm not condoning this, just saying.

Or wait for replacement screens to hit the market. A complete screen for the Fascinate cost about $120 and iPhone screens only cost about $90 so I would expect GN screens to be close to that range. There are tear-down guides online and it's not difficult if you have the right tools and take your time. By time you factor in the cost of insurance and the deductible you might find that this option suites your needs.

Unfortunate, what we think doesn't really matter. You need to take action. Please let us know how it works out and good luck.

 

[MRW1215]

I called the number that was provided to me in one of the e-mails from Verizon, and I didn't get to explain what had happened, but she implied they'd just send me out a new one and then I could ship the old one back; I didn't get to finish the call, though, because she needed the approval of the account holder (I'm on a family plan), and he's working right now, so...

About the time I was making the call, I got an e-mail again from Verizon after I implied about making an exchange. They basically said to call the number, but noted that the "worry free guarantee" doesn't cover cracks.

Is there any set period you have to buy their "insurance"? Like, does that have to be purchased within the 14 day return period? How much does that typically cost?

 

[MRW1215]

Feeling pretty down, because I pretty much let Verizon screw me... I called, and I kinda sidestepped the "crack" thing, saying that even though I called it that in my e-mails, I don't know what it actually is, and that I just called it that without thinking. She said they'd send out a new one, and I had five days to return the old one. The catch is, they had to charge me for the new one upfront, and she said they'll refund me for the old one once they receive it. So, basically, I already paid for the phone twice... Now I just have to PRAY they refund me for the first one. :/

If they do refund me for the first one, does that mean I'm safe? What I mean is, they wouldn't take it in, refund me for it, then determine later that it's user damage and charge me for it again, would they? That doesn't seem like it'd make sense; I'd imagine they'd assess the phone right away before issuing a refund, and then that'd be the end of it, right?

I sent the old Nexus back already, but I had to pay for shipping myself because I threw out the original shipping box/ return label. They should get it today. What sucks, though, is that I'm without a phone until I get the new one, which won't be until Tuesday... I tried reactivating my Thunderbolt via Verizon's site, but it wants to right away activate the new Nexus I haven't received yet, and won't give me the option to activate any other phone.

 

[crzycrkr]

Feeling pretty down, because I pretty much let Verizon screw me... I called, and I kinda sidestepped the "crack" thing, saying that even though I called it that in my e-mails, I don't know what it actually is, and that I just called it that without thinking. She said they'd send out a new one, and I had five days to return the old one. The catch is, they had to charge me for the new one upfront, and she said they'll refund me for the old one once they receive it. So, basically, I already paid for the phone twice... Now I just have to PRAY they refund me for the first one. :/

If they do refund me for the first one, does that mean I'm safe? What I mean is, they wouldn't take it in, refund me for it, then determine later that it's user damage and charge me for it again, would they? That doesn't seem like it'd make sense; I'd imagine they'd assess the phone right away before issuing a refund, and then that'd be the end of it, right?

I sent the old Nexus back already, but I had to pay for shipping myself because I threw out the original shipping box/ return label. They should get it today. What sucks, though, is that I'm without a phone until I get the new one, which won't be until Tuesday... I tried reactivating my Thunderbolt via Verizon's site, but it wants to right away activate the new Nexus I haven't received yet, and won't give me the option to activate any other phone.

Once its refunded you should be safe. Question, could you see the "crack" with the screen off? An actual track should be viewable with the screen off.