Samsung Galaxy - Cracked Screen Defect, not dropped, Note 3 & Note 2, S4 & S3

[ARBaker1]

Well, to add my experience with Samsung and my GS4...I sent my phone into Samsung because it was overheating to the point that I could not hold it when I was talking on the phone and it was up using the the internet you could forget it. The phone was under warranty so the replaced the plug in port for a "defect" and returned the phone. The phone continued to run hot and 2 weeks later when I was on the phone, my call was dropped. I didn't think anything about it until I went to make another call. When I did, the phone wouldn't work. It was very hot so I took the phone into Sprint to see if they could fix it. The noticed that I had an internal crack running from the top left corner like a spider web down to about middle of the phone. It was on the inner screen so I hadn't noticed it. They said at the the time that it was because the phone was hot and it was obvious that there was no evidence of damage to the phone. (my phone was still under warranty). I called Samsung, explained the situation and sent my phone back for repair. They called me and told me that the damage was due to "ABUSE" and that I owed them $167 if I wanted my phone fixed. After 30 minutes of talking and going up the corporate line, I finally talked to someone who told me "I can tell you that we will fix it for free but I would be lying to you because we would still send you a bill". The would not let me speak to anyone in the repair area who had classified my phone as "abused" nor would he pull up my previous work order and see that my phone had just been there for repairs.

 

[sddabrow]

Yep, don't think there is much we can do at this point. I won't be purchasing another Samsung phone after this issue. Granted, it is hard to get your point across when all you talk to is phone representatives. None of them understand the process of glass manufacturing and how tolerances are affected by an increase in temperature. Therefore, they think you just dropped it and want a free fix.

When I get my phone back, I will just start pulling the battery out when I feel it get 'hot'. That is, until I can trade it for an iPhone , MotoX, or M8.

 

[sddabrow]

For any of those that care about my Note 3, thought I would expand.

I had to pay the $200 since they ultimately blamed it on my screen having a hairline crack. After they repaired it today, I noticed they mentioned it was a couple things.

Problem found:
LCD DAMAGED - ABUSE - IF/CHARGING PORT - DAMAGE FWT

Solution:
REPLACED LCD - REPLACED COMPONENT


The real reason my phone wouldn't turn on was because of the charging port. Possibly because of my third party Anker battery? Either way, they blamed the fix on the LCD when that wasn't the issue at hand and why it wasn't turning on.

 

[Frozen Thorn]

I have what sounds like the same issue, I've got a Note 3 from T-mobile, in the 2nd month of ownership hairlines are starting to show up on the lcd, the exterior glass is not damaged and it hasn't ever been dropped, crushed or otherwise mistreated. It's in a very solid case and is almost never used, a few weeks after the lines start showing up the screen isn't displaying anything at all. I'm going to send it back to Samsung later this week but fully expect to get billed for a new lcd, which really sucks because this is clearly a defect of some kind. I spoke with a few people at T-Mobile who admit they have heard numerous complaints of this kind about the same model but until Samsung admits fault nothing is going to change.

For the few people that seem to keep saying its not a defect because there are millions sold that aren't having these issues, you clearly don't understand what a defect is. Issues affecting a small % of the devices sold is still a defect, you don't need widespread occurrence to classify a defeat. These are made in China with cheap parts, I don't know if the issues are due to heat or pressure or exactly what factors that lead to it are but it's definitely happening to a good number of people and it's foolish to assume that because you aren't having an issue that an issue doesn't exist.

I work with cars and there are hundreds of recalls a year on various parts, most people who come in for replacement were not having issues and statistically never would, that doesn't mean there wasn't a real potential problem. Samsung just doesn't want to admit there is a issue, its bad business when the issue isn't widespread. If I was a betting man I'd say they knew about the potential problem before the devices even shipped, but ignored it because its easier to deal with fallout than redo them, after all at least for now the customers are paying to fix the problem.

 

[Closingracer]

I have what sounds like the same issue, I've got a Note 3 from T-mobile, in the 2nd month of ownership hairlines are starting to show up on the lcd, the exterior glass is not damaged and it hasn't ever been dropped, crushed or otherwise mistreated. It's in a very solid case and is almost never used, a few weeks after the lines start showing up the screen isn't displaying anything at all. I'm going to send it back to Samsung later this week but fully expect to get billed for a new lcd, which really sucks because this is clearly a defect of some kind. I spoke with a few people at T-Mobile who admit they have heard numerous complaints of this kind about the same model but until Samsung admits fault nothing is going to change.

For the few people that seem to keep saying its not a defect because there are millions sold that aren't having these issues, you clearly don't understand what a defect is. Issues affecting a small % of the devices sold is still a defect, you don't need widespread occurrence to classify a defeat. These are made in China with cheap parts, I don't know if the issues are due to heat or pressure or exactly what factors that lead to it are but it's definitely happening to a good number of people and it's foolish to assume that because you aren't having an issue that an issue doesn't exist.

I work with cars and there are hundreds of recalls a year on various parts, most people who come in for replacement were not having issues and statistically never would, that doesn't mean there wasn't a real potential problem. Samsung just doesn't want to admit there is a issue, its bad business when the issue isn't widespread. If I was a betting man I'd say they knew about the potential problem before the devices even shipped, but ignored it because its easier to deal with fallout than redo them, after all at least for now the customers are paying to fix the problem.

If this was a defect then yes it would happen to more people...



Jee you say it's not your fault but everybody keeps out one important factor.... What is the temperature of the phone.... Glass has a melting point and of it gets close to it can be why it's happening.... Just don't assume it's not your fault and quickly blame Samsung for what could be yours

Sent from my SM-N910V using Tapatalk

 

[Curtis Malone]

my moms s4 showed up purple and cracked and now nothing shows up

 

[monsmaark]

I've had my Note3 for a couple of months. This morning, I sent a text, received a call, then put my phone back in its holster. Not even ten minutes later, I received a text and checked my phone. There was 3 cracks across the top of the screen and the phone won't completely power up. How on earth did the screen crack when it has a screen protector plus an Otter Box with plastic screen cover. The phone was in the Otter Box holster. I have never dropped my phone. This is messed up. I am so pissed off.

 

[drtim]

This may be an old post, but I recently had a similar problem.

 

[drtim]

I know this is an older thread, but anyone get any positive resolution to this? Seems I have the same problem after about 4-5 weeks of use.
Thx

 

[vanessa.flynn]

So my mom has dropped her phone today and cracked the screen of her S4 so i called rogers and they don't want to help whatsoever.. fine.. But I got my S4 LAST YEAR from Telus and cracked my own screen within ONE week of having it, so I cried and called telus but they said no can do.. I went in the next day to buy a case so it wouldn't cut my face, and the sales guy was very happy to tell me that there is a policy in place for Samsung S3's and S4's where they REPLACE your cracked phone within 90 days, in store within 30 days and they send it away past the 30 day mark only to a max of 90 days, to be replaced at NO CHARGE! My jaw dropped and I received my BRAND NEW PHONE right there on the spot.. WHY can't I find this policy anywhere and why does NO ONE know about it??????
If your phone is under 90 days old, please help me search for it so I can get my mothers phone replaced for her!!!
I will search for my papers tomorrow but I'm hoping someone will help me find it and also help themselves!
TIA

 

[Barry Mason]

I am really sorry to hear you guys have had so much trouble dealing with Samsung.

I'm starting to think this is a US or North American trend.

My note 3 is over a year old and I noticed that the top right corner of the glass seemed to be coming unbonded from the LCD behind it.

I took it into the Samsung service point in town and the engineer took one look at it and said manufacturing fault they would have to order a screen and call me when it was in.

I got a call 4 days later telling me the screen was in so I took the phone back in and they fixed it right there on the premises in just under an hour, They actually replaced the entire outer casing.

They handed it back to me and the microphone was not working, they apologized profusely took it back into the back and within 5 minutes it was put right.

No charge, no hassle. Hell they even had coffee for me in store while I waited.

I live in Europe

 

[Nfluencedaworld]

The problem was never resolved. I'm Still stuck with a cracked phone!

Posted via Android Central App

 

[Nfluencedaworld]

The temperature was hot. I was cycling the batter. I used the charger that came with the phone. I let the battery get to 5% then started charging it.

Posted via Android Central App

 

[Nfluencedaworld]

So my mom has dropped her phone today and cracked the screen of her S4 so i called rogers and they don't want to help whatsoever.. fine.. But I got my S4 LAST YEAR from Telus and cracked my own screen within ONE week of having it, so I cried and called telus but they said no can do.. I went in the next day to buy a case so it wouldn't cut my face, and the sales guy was very happy to tell me that there is a policy in place for Samsung S3's and S4's where they REPLACE your cracked phone within 90 days, in store within 30 days and they send it away past the 30 day mark only to a max of 90 days, to be replaced at NO CHARGE! My jaw dropped and I received my BRAND NEW PHONE right there on the spot.. WHY can't I find this policy anywhere and why does NO ONE know about it??????
If your phone is under 90 days old, please help me search for it so I can get my mothers phone replaced for her!!!
I will search for my papers tomorrow but I'm hoping someone will help me find it and also help themselves!
TIA

I wish they had that in place with the Note 3

Posted via Android Central App

 

[Alain_A]

what about that class action??? it is a no go???

 

[sherlock15]

[
Samsung won't acknowledge it's a defect and won't help. Perhaps we should all inundate them with phone calls and force them to acknowledge and repair the defective glass.
Samsung: 888-987-4357

 

[Nfluencedaworld]

what about that class action??? it is a no go???

Not enough people. B-/

Posted via Android Central App

 

[buddhaluv1]

My Note 3 is almost 9 months old. I noticed 3 corners of the phone looked like the "paint" was chipping about 2-3 months ago (instead of black, corners were silver). I thought is was weird since it was under the glass but my phone was working. It did sometimes feel hot when on the internet for a long period of time and when taken off the charger. I did have to power it on and off because it was slow or would freeze sometimes. I thought it was due to me never shutting down my phone.

At the beginning of March, I noticed a small hairline scratch/crack near the power button. I thought it was weird because I didn't drop it and the scratch/crack was under the glass. On 3/21/15, I called my friend up the street and walked over and about 1 hour later walked home and tried to make a phone call and my screen was black. When I tried to power it on, it just vibrated about every 2 seconds and got hot. I tried over and over and sometimes the blue light would come on, the Samsung logo would flash and begin to make the power on sound, but then it would go black and continuously vibrate. I left it on the charger overnight and in the morning there were spiderweb like scratches/cracks under the glass.

I took it to a cell phone repair shop that got rave reviews on yelp and he told me the LCD screen was cracked and it probably had a faulty motherboard or power button. That's when I found out the scratches under the glass were cracks in the LCD screen. They may have actually been there longer and I just didn't notice because the screen needs to be black and tilted to see them. He told me since I had insurance, it would be cheaper to go that route because a new LCD screen runs about $220 and troubleshooting/fixing the other problem is $45. He did think it was odd that the LCD screen was cracked and not the glass and suggested it might be due to temperature.

Samsung said I can send it for repair but it will take 2 weeks and they can't promise it won't be deemed physical damage. If I go with Asurion, then I need to pay a $175 deductible but can upgrade to a new phone due to my JUMP coverage with T-mobile. I don't know what to do because my photos are backed up on my Google+ account but for some reason my contacts aren't and Samsung told me they would do a hard reset and I will lose everything (then what's the f'ing point of having it repaired). Samsung told me to back everything up before sending it in. HELLO Samsung, how the hell do I do that if my phone won't power on? Samsung had me try to restore with the volume, home, and power button but of course that didn't work because my screen is black and my phone just vibrates.

I can either send my phone to Samsung, wait 2 weeks, and probably get billed for a repair or just pay the $175 and get a new phone but lose my contacts and possibly other data.

 

[buddhaluv1]

My uncle is a lawyer and thinks this would be a great class action lawsuit but he needs to investigate further. Only 1 person is needed to file a class action lawsuit but the more plaintiffs listed, the better chance it has to actually go to court. Please respond if you want to be included as a plaintiff if my uncle takes on the case.

 

[danielelly]

Does this thread still have traction? Same exact thing happened to my GS6 Edge. I have only had it for less than two months. It was sitting on the table next to me, picked it up and a crack from the top earpiece that spiders out to the sides. No mishandling at all. I'm currently battling with Samsung to get this replaced for free, but they keep saying physical damage which is not true. I have a call with a supervisor today at 4 PM EST. In the meantime I'm posting on the samsung support usa twitter page trying to get some attention...