Galaxy S6 Edge Screen Spontaneously Cracked

[Ray Jones3]

Before I read the second post from the OP I suspected that heat may have been the issue. I have not used the included rapid/fast charger from day one and I have not had any heat issues. I really think Sammy boo-booed on this "feature"! And yes I have read about other people having their screens "supposedly" spontaneously crack. Cannot remember though which phones they were using.

Hi I have had this phone for about 4 months now and the rear screen has cracked. I treat this phone very carefully. Never happened to me before. I think it is a design fault. Because of the design it bends in the pocket. What else could it be people don't believe me when I tell them that it's not my fault

 

[neast79]

Same problem here guys!! I looked at my phone one day at work, where it had been laying, charging and it had a small very clean crack horizontally across the screen. Not a spider web crack and not a crack where you could tell it had been dropped. Like it was from getting to hot. I called Samsung, they said "Sorry you damaged your phone" I was furious! I called back still no help. I tried ATT and the local ATT store. I love this phone but I think Samsung should be responsible for anything that is truly not the customers fault. I hadn't dropped my phone at that point (about a month after purchasing) Since I have dropped it and it did crack the back glass like you would expect after DROPPING it. But the crack I have on the front screen is NOT from anything I did. FIX THIS SAMSUNG!!! I just happened to be reading another article and this caught my eye. When I started reading my blood pressure immediately went UP! Everyone pays A LOT of money on these phones! SAMSUNG FIX IT!

 

[runvus]

Same here. One day, being out and about with the phone in a case with a screen protector on, had a hairline go from left side of phone and up to top. No digs or dents, and the place it stars would be pretty impossible to hit without showing something.

 

[ozzysland13]

-Session ID: 4489269
-Start Time: Feb 10, 2016
-Duration: 12:10 - 13:11
-Name: OZZY
-E-mail:
-Model(S/N): > SM-G925F (S/N: ***********


AUSTIN JOBLING 12:25:41
I PUT PHONE ON CHARGE AND NEXT MORNING SCREEN HAD CRACK FROM ONE CORNER TO OTHER CORNER WHEN NEVER DROPPED OR FELL,ONLY HAD PHONE 4 WEEKS AND 2X SHOPS SAY THAT INTEGRITY OF DIGITIZER FAILED DUE TO OVERHEATING DURING CHARGE.
Mahmudar 12:25:41
Welcome to Samsung Support. Please allow me a moment to read through your enquiry.
AUSTIN JOBLING 12:26:03
OK THANKS
Mahmudar 12:26:52
Good afternoon Austin, I understand you have an issue with the screen on your S6 Edge?
AUSTIN JOBLING 12:27:01
yeah
i took it to samsung store newcastle and man took 1 look and stated warranty void due to crack on screen and i explained it had never been dropped or fell and was caused by overheating while on charge and he basicaly called me a liar
Mahmudar 12:29:46
I am sorry to hear of this. I've looked into the matter and there is no defect on our screen that would cause it to crack whilst on charge. Physical damage to the screen like this would not be covered and it will be chargeable repair I'm afraid.
AUSTIN JOBLING 12:32:43
ive looked online and it seems more and more people are getting this problem,some get their device replaced and others are being called a liar and told to fork out 190 pounds for fix,and i hear what you are saying,but vodafone technician told me integrity of digitizer failed thats how crack was caused,my phone is brand new,ive only had it 4 weeks and never had this problem with any samsung phones before,also i am not a liar,no one had access to my phone and it was in a safe place all night
and so basicaly i am being told no matter what fault is wrong with phone due to no fault of my own i have got to pay for the fix?
Mahmudar 12:35:52
I can certainly understand your frustration and I am not calling you a liar. I can only lay out the information I have and all the information I possess tells me there is no defect with our screens and any physical damage is not covered Austin.
AUSTIN JOBLING 12:38:03
but i have never physically damaged it,one minute it was fine,next minute a cracked screen,also i have a samsung case on it which protects the screen,so no damage should be possible from it just being on charge
vodafone said samsung would deny any fault with their phones to get out of any replacement,but this is beyond a joke,ive been a samsung customer the last 15 years,my tv,laptop,pc,cinema surround,every electrical is samsung and never any fault,this is my 1st and the way its being handled has litterally got me shocked
Mahmudar 12:41:18
I am sorry for any inconvenience. Our warranty is clear on this issue and our position on the matter will not change.
AUSTIN JOBLING 12:41:53
but how can you void someones warranty when its no fault of their own?
Mahmudar 12:42:32
As due to the reasons above, we do not have any defect on the screen of our phones. Our warranty will not cover physical damage at all.
AUSTIN JOBLING 12:49:22
as a matter of principle i will pay for the phone to be diagnosed by technicians for a report to include in the complaint i will be making and i will do everything i can to get this problem recognised by samsung instead of being fobbed off,even if that includes seeking legal advice on how best to go about this,as this is an absolute joke as samsung is basiccaly saying "buy our phone and when our fault happens then pay another 190 for your fix or do without at your loss" doesnt sound very good for samsung to be doing this to customers,i fix all android,ios,smart phones myself as its my business,i could easily repair the digitizer myself but its now a matter of principle as it sickens me that samsung treats customers with such contempt and quick to make them look like liars by dissputing their claim to a faulty phone!
Mahmudar 12:51:08
As you know you are within your rights to do so and I regret you feel you need to do that. But as a technical advisor I can only offer what our warranty stipulates. If you would like to get a quotation on the repair and a diagnostic, I can arrange that. The best way to get a repair would be to visit a local Samsung store. Can I get your postcode and address? I can look to see if there is a store near you?
AUSTIN JOBLING 12:53:39
also how can you say the phones have no defect?its a relatively new released phone and you have not looked at my phone,so its impossible for you to say my phone has no defect without looking at it,glad youve said that as it proves samsung is point blank refusing to accept any liability for defective phones which is a big no no
Mahmudar 12:54:59
As I say we are happy to inspect and diagnose the matter, I am somewhat certain you'll be told the same.
AUSTIN JOBLING 12:56:12
ive also been to samsung store,the man at the desk was too busy messaging on facebook to see to me and glimpsed at my phone and said warranty void and refused to talk further to me about it,so i took pictures of him on his facebook as its a disgrace how staff prefer facebook to customers needs
Mahmudar 12:57:08
I am sorry in that regard, if you'd like I can arrange for it to be sent in via post as an alternative option.
AUSTIN JOBLING 13:00:37
ive got a parcel to send it to service factory but wanted to know what samsungs answer would be prior to sending it for any future complaint/legal advice.also how can samsung deny this fault when there is other customers who are having the same problem on a lot of forums all over the world?so it isnt just my phone this has happened to,ive counted 348 different people having the same problem over the last month
Mahmudar 13:02:08
Our process would remain the same in regards to an out of warranty repair/quotation. If you wish to seek legal advise, of course you are within your rights to do so. As as a technical advisor, that is not my department. If you would like to proceed on the postal repair, please let me know.
AUSTIN JOBLING 13:02:54
and i have pulled all this info from the net to put to samsung when i get legal solicitors involved,also my aunty who works for local paper has said she will cover this story to force samsung into action instead of them treating customers as if they are dumb,backward or complete liars
will you send copy of this chat to my email address.theres no point talking to samsung no more as your basically saying regardless of any fault with phones the customer will pay for any fix regardless if its not their fault or not
i expected better from samsung,not to be treated like a liar,
Mahmudar 13:08:31
You can download the chat once it ends Austin or email it to yourself, option will be at the bottom. Your reference number to refer to our chat also is: 2118917048
OZZY 13:08:49
ok thanks.bye
Mahmudar 13:09:41

 

[Corduroybee]

Just had the screen crack on me for the third time. First time the phone was in my pocket, no drop or strike. The second time it was sitting on my desk at work charging. One minute it was fine, the next time I looked at it there was a huge crack running diagonally across the screen. Today I went on a walk. It was in my pocket, in a protective case with the screen covered. No bending, sitting, or and strikes to the phone. When I took it out, there was a crack running from the center of the second crack to the opposite corner. I've never had a screen break on any of the phones or tablets that I've owned before this.

 

[RasmusJensen]

Hi there.

I have had the same problem with the Galaxy S6 Edge phone, I got the first phone about 3 month ago, and got the clear view cover to place it in, (big mistake). After a few days the cover had dameged the screen. Then one day my son said that my screen was cracked :'( .... I contacted the insurance company and the send me a new phone, fair enough . The phone i got, was also placed in the cover, then one day i was texting the screen cracked AGAIN :'(, and i got a new phone (last one i could get from the insurance company for a year). So this time i placed it in the same cover again, and just two weeks after, again then i was texting ..... the screen cracked AGAIN :-\. So three different phones, same Clear view cover, and three cracked screens, so now i have to live with a BRAND NEW phone that have NEVER been dropped or anything, my phone-company is in dialog with samsung to get a solution on this problem, the employee at the insurance company told me that she ALONE had had 20 customers with the SAME problem on the S6 Edge .... I sure hope that SAMSUNG will admit that they made a screen that is to week for the phones design.

 

[RasmusJensen]

The only thing you can do is to wait for Samsung to admit that the screen is week, and then see if you can get a new screen or phone, I have the same problem ..... just with 3 different phones that have cracked the exact same way, by using Clear View cover and texting, then the screen cracked in one of the scratches the cover had made in the screen.

 

[Christopher Angeloni]

I cannot add anything to this coversation that has not already been said. I had this problem when charging over night. I shelled out my $150 for insurance to replace it..About 2 weeks later I have the new phone face down on the couch, not even charging, and I have a crack again. I google the issue and find this forum. Im calling Samsung but I am really serious about starting an investigation and a law suit. My wife works for an egineering firm that specializes in these investigation. She is going to bring it up to them on monday. I am pissed. Everyone acts like it is your fault and you are a liar.

Posted via the Android Central App

 

[Luke Carr1]

Something similar has JUST happened to me. Had my phone on charge this morning as usual. Fast charge, no problems. Except when I picked it up I noticed it was a little warm. I just figured it was because its 0 Celsius here today and I was cold myself. Went to put my case on to go about my day and noticed a huge line directly across the BACK of the phone. It's not a prominent crack or anything but it goes from where the volume buttons are diagonally down to the middle of the other side. And another smaller one goes from the same place to the heartbeat sensor.

It's sort of under the glass, so you can see it has not been dropped. The only damage I have is a slight chip to the camera surround which I did myself last month..

I've only had the phone since boxing day and I pay a premium for my EE contract so naturally I'm raging.

Posted via the Android Central App

 

[gfuentesmd]

Mine had been overheating since i bought it. I dismissed it as normal but this morning, i found it with cracks that follow the frame at the bottom right. The edge glass is litteraly glittered with web-like cracks.

 

[kimknapp]

Mine (S6) happened while hiking. No wall climbing or anything like that, just a simple walking hike in cold weather. Got back to the car, pulled the phone out of my vest pocket (same location as a shirt pocket) and there was a crack from upper left to mid right. Perfectly clean.
I suspect that the additional hardening Corning did to the latest generation of Gorilla Glass caused it to be too brittle and susceptible to cracking caused by expansion and contraction during temperature changes.

 

[valorian]

Can someone post a picture of their phone that has cracked? Four pages of comments from people saying their phone has cracked and not one picture. I've never heard of a phone's screen spontaneously cracking.

 

[k2104]

Hi there, i know that i am replying a little bit too late but i have my new phone for 3 months now and happened exactly the same. I had it on my kitchen bench most of the day and then when i checked something on my phone, display was cracked. I didnt drop the phone, i didnt do anything to it. I am devastated as i paid so much money for it and this happend. Can i ask you what did you do? Did tou go to the shop? Did they replace your phone? Thank you so much. I would never buy any samsung phone again.

 

[valorian]

Hi there, i know that i am replying a little bit too late but i have my new phone for 3 months now and happened exactly the same. I had it on my kitchen bench most of the day and then when i checked something on my phone, display was cracked. I didnt drop the phone, i didnt do anything to it. I am devastated as i paid so much money for it and this happend. Can i ask you what did you do? Did tou go to the shop? Did they replace your phone? Thank you so much. I would never buy any samsung phone again.

Can you post a picture? I still have yet to see a picture of a screen that "Spontaneously cracked".

 

[Sharon B54]

I'm posting this here to see if anyone else has experienced this. My wife has had a Galaxy S6 Edge for about 3 months now, and hasn't had any problems with the phone other than it gets pretty hot when charging. Yesterday, she showed me that her phone had an update but the battery was too low to initialize the update. At that time, the screen had zero cracks in it. She set the phone down on the couch next to me and went upstairs to get her charger. When she came back and plugged her phone in, the phone screen was completely shattered as if it had been dropped on gravel. I know 100% that from the time I looked at her phone and when she discovered it cracked, it had not sustained any kind of fall or impact. I am absolutely at a loss for how this kind of thing could have happened. Has anyone else experienced something similar?

Yes that has just happened to me. I even have a plastic screen cover stuck to my screen and it did it under that. I was charging it with a new triple USB charger plug I bought just today. Mine is a Samsung 5. Fortunately the phone is still working. It looked like a spider with 6 legs going right across the screen. However, this is not the first time it has happened to me. 2 years ago I plugged my tablet in overnight when on holiday in Portugal. I had just taken some photos before it died. When I woke up the screen was cracked from side to side at one end. Just the one crack but the tablet screen was rendered useless. Fortunately I was still able to download the photos onto my laptop. The tablet was a nexus 7. I was told it could have been a power surge.

 

[Michael Zumwalt]

I had the same problem. Had my edge plus for about two weeks. Put it in my pocket for a minute while standing, pulled it back out and there was a crack for no reason from the top right to the bottom left.

 

[ZEORANGER5]

The same thing just happened to me as well. I am in Orlando Florida, so the cold weather was not a factor, but I just picked up my S6 edge phone from the "fast charger" and the charger plug itself was unusually hot. There is a tiny crack from the top left corner to the bottom left corner on the front of the screen, and like everyone else here the phone hasn't fallen or been dropped. It is and has been in an otter box case since the minute it came out of the box. I found this forum, I'm glad to see I am not alone but I am very worried what they will say or how much they will try to charge me for repairs on something I simply did not cause.

 

[valorian]

Why am I not seeing any pictures? Even searching the web I see comments of this happening (even from other phone manufacturers) and have only seen 1 person post a picture. It's so easy to get onto a forum and post a comment. Now I'm not saying this couldn't happen but pictures are worth 1000 words.

 

[calgas]

Put my S7 Edge on charge overnight....woke up to find it cracked. Samsung not interested. Put my money on the cause being an overheating issue. Am planning to raise merry hell with Samsung when they reopen on Tuesday here in the UK...

 

[valorian]

Put my S7 Edge on charge overnight....woke up to find it cracked. Samsung not interested. Put my money on the cause being an overheating issue. Am planning to raise merry hell with Samsung when they reopen on Tuesday here in the UK..

Thanks for the pics. Let us know how it goes with Samsung.