Oops! - Dropped and cracked Nexus 7 Screen - SOL?

[JaSauders]

Hello there again.

I brought a good news after the discount thing I posted here, though the repair cost was still hight that it was not much of a good news.

So I made more complaints over the phone and emails. And before my device was to be repaired, the headquarter in California took my case. So my device was moved from Texas to California. From there, they "investigated" my case (I have no idea what they actually did during this period time) and then sent me a new replacement. I did not send them my power cable, manual, etc., but I got all of them with my new Nexus 7. It was quite the effort, but I am glad that I got a new one for no charge, other than the initial shipping cost. And I lost all my software settings, but it is fine now. Although, if anyone asks me if I will buy Nexus 7 again, I would say no...for the bad service from ASUS. Still, I appreciate at least the customer service listened to my whining.

So in your case, they did end up owning up to the issue and giving you a replacement? This is good to know. I find it exceptionally disappointing that it needs to go to some sort of "appeals board" type of fiasco in order for it to be looked into further like that. It should be looked at from step 1 considering you're not one of 3 people in the world complaining of this issue. Still, half point for finally rectifying the issue, ASUS, even though you deserve -10 on the initial fail in the first place.

I've called ASUS numerous times to express my frustration with this story even though I have yet to hear back from the repair center as to whether or not they'll attempt to charge me for the cost. I did speak with one rep today who told me there's an extensive amount of notes on my account with me complaining about the design flaw and the number of users it's effecting, etc. He said this will certainly help your case since they'll read these notes once they take a look at your device, which makes me feel like being "pre-armed" with this kind of information may work in my favor. Still, he said it's likely they'll send you a bill, but I can try my luck at refuting it, which I will absolutely do at any and all costs. ASUS will either fix my tablet under warranty, or they'll hear from me repeatedly for weeks to come.

EDIT - To my surprise I received an email from ASUS a little bit ago with my tracking info in regard to my RMA. I was told by the rep I spoke to earlier that I would either get a tracking number or a repair bill with contact info. I'll believe it when I see it in my hand fully functioning, but so far it sounds like it was either repaired or a replacement was sent out (not sure of which). As long as it works, I'll be happy. I wonder if things would have been different if I wasn't as obscenely pushy on the phone.

 

[dgarza001]

Add another one to the list. F^@*^#(&^#$(&$&#N Asus SUCKS! had the screen lifted at upper left hand side and it was cracked. This POS cracked while in my backpack...GRRRRR.
Called Asus and they take no responsibility saying I cracked it and I would have to pay to service it. Customer Service for Asus SUCKS! Apple +1,000,000,000,000

 

[JaSauders]

Add another one to the list. F^@*^#(&^#$(&$&#N Asus SUCKS! had the screen lifted at upper left hand side and it was cracked. This POS cracked while in my backpack...GRRRRR.
Called Asus and they take no responsibility saying I cracked it and I would have to pay to service it. Customer Service for Asus SUCKS! Apple +1,000,000,000,000

First of all, LOL @ the Apple comment. (good one, seriously)

Second of all, what else was in your backpack? Was there other stuff in there? Books? Keys? Anything like that? You have to be realistic in terms of bundling those things together. It's a constant fear of mine as I carry 2 laptops, and I often worry about them being directly together because I worry that the LCD might be under too much pressure on the one unit. Food for thought man. In the event there was nothing but say a hoodie sweatshirt in your backpack, that's a totally different story, at which point I'd simply keep calling. Don't be belligerent. Don't be a jerk. Be well informed, do some research on the issues at hand and contact ASUS about it. Tell them you are well aware of the left side screen lift issue that even Google has confirmed. Tell them that under absolutely no circumstances will you accept anything less than this device being repaired under warranty. If they refuse, just keep calling back.

 

[thatguitarguy]

Can't we just class action lawsuit this crap? This is insanity.

 

[stillmind]

I agree. That is why I have started a petition to ask Google to release a better screen. The screen is pretty easily replaceable on the N7.

Help me spread the word and sign this petition.
Petition Tougher screen for the Nexus 7 aftermarket

You must be high on drugs if you think anybody would sign that petition. $200 is a satisfactory price to you for a replacement cracked screen? ???

 

[JaSauders]

You must be high on drugs if you think anybody would sign that petition. $200 is a satisfactory price to you for a replacement cracked screen? ???

No. He's not high on drugs. Nor am I. Under absolutely no circumstances is it out of this world to sign a petition requesting that Google (or to better point the finger... ASUS) to utilize a stronger screen on the Nexus 7. I've first hand had mine crack in my bare hands. If it happened to you, you wouldn't be taking that "it's no big deal" stance. Don't get me wrong, absolutely love my Nexus 7, but when any sort of device cracks like that, it's not unreasonable to be upset with it.

Can't we just class action lawsuit this crap? This is insanity.

I'm sure we could. I actually brought it up when I was talking to the ASUS rep. I said flat out, either begin fixing these issues or ASUS will be getting slammed with court appearances. I said it's absolutely absurd that these issues are surfacing like this. The rep I spoke to agreed with me and sounded rather sincere (most sound like robots just reading from a script trying to calm you down).

In other news, mine was fixed without the slightest hesitation. Granted, I did call 4 times, but that was mostly to get the RMA status since their web site checker wasn't working (it flat out said it had no record of my RMA request). Each time I called I just pried a little bit more on the subject by bringing up the issue and reiterating my frustrations. I don't know if those calls (which of course resulted in lots of notes on my account) were enough to make the actual repair/decision making process as flawless as it was or not, but at least it went down without a hitch. It sincerely makes me want to pat ASUS on the back for righting this wrong, but I won't truly feel better about it until I begin to see other users having similar experiences.

I will say this, though... cracked screens are nothing new. I've seen them on the holy iPad already, so there's absolutely zero reason for any iBandwagoner reading this to get all giddy about their beloved Apple gear. The key is making sure the screen mounts 100% flush, which is what I think the N7 had some issues with considering the torque level of the screws seems to often dictate exactly how/where the screen sits on the tablet, which ultimately leads to flex, which ultimately leads to super easy cracks, etc. In short, I don't think the actual glass is to blame, but I would *think* it would be more accurate to blame the mounting surface in regard to its flushness, etc. I may be 100% wrong, who knows, but I would think something like glass is only going to be as strong as the foundation it sits on. If that foundation is a little off kilter, I think it's a reasonable assumption. Personal opinion there.

At any rate, we'll see how things go. I'll be getting my N7 back (supposedly fully repaired) in the middle of the week according to Fedex tracking. Hopefully it's a winner!

 

[dianezhi]

ATTENTION; This is important.
==================================================================
Last week, I dropped my Nexus 7 on the floor. It was in a case. I didn't realize anything was wrong until I tried to manipulate the screen and it was unresponsive. I took it out of the case and discovered a crack in the upper right hand corner. I was distraught as I just bought this device 3 weeks ago with my American Express at Office Max. My first thought was to sneak the broken device back to office max. But, I quickly changed my mind, this just is not the right thing to do.

So, I started reading this thread last Saturday (Sept 2nd). I was amazed at the number of broken/cracked screens. I noted down what people were doing , i.e. sending this back to Asus to be fixed. But the price of that seemed really excessive. Then, I saw an obscure posting (obscure, because this was the only posting that mentioned American Express, most of them were sending the device back to Asus). about how American Express could cover this.

Hmm, I thought. Maybe my Amex will refund the money. I called them that morning and reported my problem. They told me that my protection plan that autmotically comes with my card, it's part of the benefits, covers accidental damage. The rep also said that this case seems to be a clear cut "accidental damage" claim. The benefit has to be claimed within 90 days of purchase.

I didn't want to post anything until I got a resolution. On Sept 5th, there was a full credit for 249.99 on my Amex account. Wow!!!! If that does not gain you loyalty , I really don't know what can.

So, anyone who purchased their Nexus with an Amex and cracked their screen within 90 days of purchase can file a claim with Amex for full refund. Naturally, they will probably tell you it's a case by case review. Trust me , though. This is not the first time they came through for me.

A few years ago we purchased a trip with Windjammers (1000$ deposit). Windjammers went bankrupt. After the run around of not getting anywhere, Amex refunded us the full amount and took on collecting it from the company / creditors themselves.

Good luck to all, I am off to purchase my new Nexus 7.

 

[barkebn]

Just FYI. Mine broke too. Threw mine away in the trash. Learned a $200 lesson.

Shame though, I had such high hopes for Google. Wish they had gotten this right.

 

[barkebn]

I've had the same experience with my Nexus - had it for 7 days and the screen cracked. I work for a Hospital as a Decision Support Analyst. Part of my job is to recommend which tablets they should buy. I think Google just lost a 400+ Nexus order.

 

[applet222]

My Nexus 7 was less than two weeks old when it fell from a low coffee table onto a laminated wood floor. I was shocked to see the screen had a diagonal crack in it and was unresponsive, since my granddaughter's Kindle Fire gets dropped all the time with no consequences. I am furious with Google (I didn't buy their expensive warranty). I'll never buy another Google product unless they make this right.

 

[MadMan84]

I agree. That is why I have started a petition to ask Google to release a better screen. The screen is pretty easily replaceable on the N7.

Help me spread the word and sign this petition.
Petition Tougher screen for the Nexus 7 aftermarket

I appreciate the thought, but I don't think this 1) is at all practical, or even appealing, and/or 2) even addresses the actual issue, that there is somethign about the design of the STOCK product that causes it to crack ridiculously easy for some people (in some cases, pretty much spontaneously, like a Spinal Top drummer combusts ...). Particularly people (like me) who got an original production run unit (serial number C60..) that had raised glass issues, and subsequently cracked from the middle of the left side. The recent posts here give me some hope tht ASUS may actually acknowledge and service us floks. My RMA status is currently that there is one action recorded, "Waiting-[WB1] Wait for Material/Spare Parts"), I'm crossing my fingers that this means they will do the right thing and regard it as warranty repair.

The issue was never really the glass, and that it cracked. Yes it's annoying and inconveniencing & frustrating, and yes a gorilla-type glas woud have been better (but "$200 better?" Sorry, but IMO you're out of your mind to buy somethign like that, so I can't get on board your petition to ask for it, given I would never think of buying it myself!). The real issue is (or at least has been) that Asus was not acknowledging it as a warranty repair.

 

[shafferb]

Errr, don't drop it (or any other electronic devices), particularly without a nice case. But you're not totally lost, I'll give you $50 for the battery out of it!

 

[MikeNY]

I bought the N7 16GB last week from Staples and I ended up buying the $40 warranty has anyone done that? It covers cracked screen, dropped in water etc etc. I assume there is no out of pocket cost for this if I do need to get the screen fixed at some point?

 

[sfjoshi]

So,Did you got replaced the Screen or sold it through eBay?
How ever, if you change the screen also, the Quality will differ!

 

[JaSauders]

Errr, don't drop it (or any other electronic devices), particularly without a nice case. But you're not totally lost, I'll give you $50 for the battery out of it!

I didn't drop mine. Oh, and it still cracked. BAM! Checkmate.

In other news, I just saw that Fedex tried to deliver my repaired Nexus 7 today. It was shipped back from the ASUS facility after I called them several times arguing about the screen. As I understand, it was repaired and sent on its way back to me. It seems as if ASUS requires a signature, so I missed my opportunity today. I'm having Fedex ship it to a nearby store so I can pick it up on my own accord over lunch since nobody will be at the house to sign for it for quite a long time. I still have my fingers crossed that ASUS will make this right. So far, it certainly looks good for my tablet. Tomorrow will tell, though.

 

[mtoossi]

that test you mentioned has fooled so many people. "the right fall" just happened too often! I can't blame goog or asus for this issue before somebody collect enough data to prove this is a design or manufacture flaw, but when Asus ask for ~$180 to repair my cracked screen, all I could say is bye-bye google/asus.
last time my ipad stopped charging, I brought it to the store and was angry that they didn't cover it because there was dent at the back and crack on the screen (but unlike the N7, it's still working), even they offered half-price to replace with a brand new one. this time, with asus, I'm not angry any more, I just spent $250 to learn that google and its partners are far far away from their competitors as for customer service, and I'll stay away from them for some time. now, after 2 months, I'm still waiting for asus to ship my broken unit back, what a service!

no offense but what are you upset about?

I have dropped many devices and have them not break. It just takes the right fall to break at any height. You can watch youtube drop tests and see that the Nexus holds up very well.

Even beat the iPad in a water submerge test.


IMO its your fault and have no one to blame but yourself.

 

[JaSauders]

I find it interesting that users like you and I have had poor experiences with the Nexus 7, meanwhile the N7 is winning a high number of drop contests vs the iPad.

I do have to ask though, honestly, what kind of condition was your Nexus 7 in apart from the screen crack? Did it have any scratches, dents, dings, etc.? I called ASUS to complain about my N7 and get it sent in. I called in 3-4 times before they even received it just to remind them I am well aware of the left side screen issues and I won't be taken advantage of and they will indeed fix my N7 free of charge. Each time they told me the same thing.

"If there is evidence of a drop from your device, it won't be covered because that falls under accidental claims. If there is no sign of damage and the screen crack suggests it was due to a manufacturer's flaw, we will indeed repair it under warranty free of charge."

To my surprise, they simply emailed me a tracking number. I called to see if they just flipped it back to me or if it was fixed or replaced or what, and the ASUS rep said no it's been fixed and you'll have it soon. ASUS may have +1'd themselves here (I'll be the judge of that when I unbox the repaired N7), but I AM a little disappointed that this is happening to other users with seemingly no solution. Then again, I wish I could hear what took place in those conversations, and see exactly what condition other tablets are in. Mine was in flawless condition aside from the screen crack, and I was very firm but calm with how I expressed my frustration.

For what it's worth, if you do a Google search for iPad screen cracks and sift through how many people said their screens magically cracked without touching or by simply dropping it on a soft bed, you'd be surprised. Happens everywhere, I guess. Not saying it's right, but it's far from rare.

 

[mtoossi]

I didn't drop my N7, it just cracked by itself in my car (maybe from the temperature), there is no scratch on anywhere else, only the screen cracked at the left-bottom corner and not responds to touching anymore. but you know, you can't prove that you didn't drop, and the asus' warranty term stated screen crack is not covered. they sent me an email (after one month) saying they are not covering by warranty and will charge me something around $180 (including S&H) and then offered 10% off when I refused to do that. then a total silence for a month until I called them today ask shipping back my broken unit (their RMA status shows repaired even before the first email). I was told to expect a repaired unit shipped back to me soon, but god knows, I have no trust on them, at least for now.
I did call them several times, just calmly explained the situation and even told them I would pay for a reasonable price to repair the screen if they decide not cover by warranty, not even showed my frustration until today's call, I asked the rep today to pass around my feedback of frustration with their internal channel, because they held my unit without any updates in two months.

 

[JaSauders]

I didn't drop my N7, it just cracked by itself in my car (maybe from the temperature), there is no scratch on anywhere else, only the screen cracked at the left-bottom corner and not responds to touching anymore. but you know, you can't prove that you didn't drop, and the asus' warranty term stated screen crack is not covered. they sent me an email (after one month) saying they are not covering by warranty and will charge me something around $180 (including S&H) and then offered 10% off when I refused to do that. then a total silence for a month until I called them today ask shipping back my broken unit (their RMA status shows repaired even before the first email). I was told to expect a repaired unit shipped back to me soon, but god knows, I have no trust on them, at least for now.

Honestly bro, just keep calling back. I know it's not "right" but look at it like this. They have to split hairs when it comes to deciding who gets what repair and why. A cracked screen in the vast majority of cases would indeed suggest that it was dropped... except for situations like this where it wasn't dropped YET it cracked.

The one time I spoke to an ASUS rep, he made the mistake of flat out telling me the Nexus 7 is perfect and there are no defects. Listen, bub... I work in IT. I work with electronics all the time. I get to play with a whole array of gadgets, computers, you name it. To say a device is "perfect" is something you can never guarantee. There are always lemons. Period. That comment sent me over the edge, and I immediately asked to talk to his supervisor since I thought it was extremely inappropriate he flat out tell me "This device is perfect" when I'm explaining to him I have an issue with it that I didn't cause.

At any rate, this is basically what I told ASUS the final time I talked to them. I said if my unit is not repaired under warranty, I will simply call continuously until it is. I said I didn't drop this device. If I did, I wouldn't be sitting here as agitated as I am. I said unfortunately for ASUS, I do a lot of side projects in the evening at my computer. I can easily multitask by sitting on a headset with Google Voice talking to you guys while jamming to a little Pink Floyd in the background. I will do that with a smile on my face for weeks on end. I spent time to earn money so I can buy this product. If ASUS is going to jip me by not supporting it when something like this happens that I did not cause, I'll do whatever I can in my power to waste as much of ASUS's employee's time as possible. After all, time is money, right?

Ironically, the last time I spoke to ASUS was the one time I got a rep I actually liked. I'm not kidding. Somebody I would totally have a drink with. He understood my frustration and at least made me feel a little better by saying "dude I'd be doing the same thing as you if I were in your shoes." He stressed though that it's hard to 100% justify your case over the phone because as far as ASUS might know, you might not even own a Nexus 7, so committing to anything concrete based on the customer's description alone is an impossible sell. I said I fully understand that, but what bothers me is the fact I'm reading ASUS is giving users the ultimatum to pay ~180 or hit the road to fix their devices. He said I understand, but you can only speak for your device in situations like this. He also said that due to the extensive notes on my account that it would work in my favor since it seemed apparent I was well aware of the design process of these devices.

Sure enough, 3 hours later is when ASUS sent me a tracking number.

At any rate, those of you who ARE experiencing cracked screens, just keep calling. I mean, really. The Nexus 7 is a fabulous device, and I was in total facepalm mode when this happened because I feel as though a little better quality control by ASUS would have prevented it. Nonetheless, if I get my device back and it's fixed, I'll be a happy camper. Sure, I had to fight. No, I shouldn't have had to do that. It is what it is. Stay tuned for my opinion of my newly repaired N7 when I unbox it tomorrow... (assuming I can get it tomorrow - missed the shipping today)

 

[stillmind]

I appreciate the thought, but I don't think this 1) is at all practical, or even appealing, and/or 2) even addresses the actual issue, that there is somethign about the design of the STOCK product that causes it to crack ridiculously easy for some people (in some cases, pretty much spontaneously, like a Spinal Top drummer combusts ...). Particularly people (like me) who got an original production run unit (serial number C60..) that had raised glass issues, and subsequently cracked from the middle of the left side. The recent posts here give me some hope tht ASUS may actually acknowledge and service us floks. My RMA status is currently that there is one action recorded, "Waiting-[WB1] Wait for Material/Spare Parts"), I'm crossing my fingers that this means they will do the right thing and regard it as warranty repair.

The issue was never really the glass, and that it cracked. Yes it's annoying and inconveniencing & frustrating, and yes a gorilla-type glas woud have been better (but "$200 better?" Sorry, but IMO you're out of your mind to buy somethign like that, so I can't get on board your petition to ask for it, given I would never think of buying it myself!). The real issue is (or at least has been) that Asus was not acknowledging it as a warranty repair.

I completely agree. The unit itself cost $200 @8gigs; why would anyone would want to pay the exact same amount for a replacement? Mine cracked way too easily after a short- distance fall. If Google/ASUS had any common business sense, they would try to avoid all the bad publicity (now with the advent of the mini Ipad for an extra $100) and replace the bad batches of the earlier units and admit their screw-up without further delay. If they don't, I'd imagine their court appearances will make it a hard-to-reverse business venture for all future ASUS products. We are - after all - customers, not victims!