I'm so pissed off right now! I thought I would warn v30 owners and potential buyers. I just got the v30 3 weeks ago and while I was outside in the cold, my phone was in my pocket (in a case) and when I came back in where it was warm I noticed the back of my phone has a huge crack! Keep in mind, nothing hit my phone and I've not dropped it! Well I told LG customer service if they wouldn't warranty the device out I was going back to Samsung. Their response was the most ignorant I've ever received from a customer service representative. The response was..... I understand. I mean really?! What a joke. Buyer beware!
super disappointed in LG
- Thread starter natehartey12
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russ351
Active member
- Jun 15, 2017
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I've had nothing but good experiences with LG. They were quick to repair my G6 when the fingerprint sensor died and the Sim tray broke.
They more recently, with my V10, replaced the motherboard under warranty, even though the device was out of warranty.
Maybe not threatening the company had something to do with the exceptional customer service.
My V30 is perfect. Even when I have it in my back pocket working in the cold Wisconsin winter.
I didn't threaten them. I just told it like it is, they won't back up a defective product so I'll go to a company that does! I'm glad your v30 is perfect, but a phone shouldn't just crack like mine did
A couple years ago they fixed my bootlooped G4 at least 6mos out of warranty, paid 2-day shipping both ways, and even sent me a box! Sorry they won't cover your crack...hopefully an isolated incident.
Thanks! Maybe I just got a representative that was having a bad day. Either way I think I'm going with the Samsung Galaxy s9+. Apparently it has 20% thicker glass and stronger frame
I've had this v30+ out there in 0 degrees F with me, multiple times, and did not have a problem. Meanwhile my Samsung screen began to flicker.
flyingkytez
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- Jan 28, 2011
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Is it covered under warranty? How cold was it when you were outside and how warm was it when you came back inside? Sudden temperature change can crack any object, heat expands and cold shrinks. In extreme weather, you should consider buying a Samsung Galaxy Active phone which is designed for such conditions. Or the Cat5 phone.
flyingkytez
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I have the LG V20, I was just in Canada in the icy mountains which was about 0 degrees as well. No problems whatsoever.
flyingkytez
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It's true. If you have a heater, turn it facing towards a TV, speaker, or clothes drawer... you'll will hear a CRACK. That's the plastic expanding from the heat. Doesn't really damage it though, just a sudden change in physics and the heat expanding it.
flyingkytez
Banned
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If you talk to them in the right way, they might. If you can somehow explain it wasn't your fault, sometimes they will fix it for free. They can tell if it was dropped.. there would be a dent. A phone suddenly cracking would be a clean crack.
flyingkytez
Banned
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Do you have a chat transcript? Maybe you came off too strong and the guy didn't want to have it..
If you are abrasive with them it feels good but it crushes your chances of a result. Control yourself use finesse.
What I do is just call back until I get an agent that is having a good day and wants to help.
I've done it with airlines, the electric company, the phone company, hotels etc. Just keep calling and say "ok I'll call back another time" when you aren't getting what you want.
Keep calling until you get someone willing to grease the wheels. Showing any emotion doesn't help.
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Morty2264
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- Mar 6, 2012
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As someone who has worked in customer service for almost five years, I too would recommend using a friendly and/or civil demeanour. Though it's totally understandable to be frustrated, using understanding and/or pleasant-to-the-product language may help (like, "This is an awesome phone, I love using it; it's just too bad that this happened! I'm sure you'll be able to offer a couple of different solutions so we can fix this, so I can get back to using it every day"). If someone told me they'd shop or take their business elsewhere, to be honest, I'd just shrug it off. Things like that don't really have much affect, as sales reps and others in the industry are told those things often.
Again, I definitely understand your anger and frustration. But approaching LG reps in a different fashion could help you.
Again, I definitely understand your anger and frustration. But approaching LG reps in a different fashion could help you.
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It definitely sucks, and I'm sure you're telling the truth, but looking at it from LG's side, I'm sure nobody has ever called support claiming that their phone just cracked for no good reason and wanting LG to fix it for free. I'd be skeptical as well. I guess that's why phone insurance exists.
MA2GA28
Well-known member
- Jun 8, 2010
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While drastic temp changes can break glass, it would have to have been a sudden, large change to simply crack the back panel that way. Something tells me there was pressure or the phone was inadvertently bumped at some point. If it was that cold out, it's possible the glass was more susceptible to cracking even with a bump that would typically not cause said damage.
It is possible that your panel spontaneously cracked due to the temperature change, as any tempered glass has that possibility built in. However, LG may not fully honor that type of occurrence.
As others have said, it would appear that your salty attitude with the CSR probably soured your experience before it even began.
It is possible that your panel spontaneously cracked due to the temperature change, as any tempered glass has that possibility built in. However, LG may not fully honor that type of occurrence.
As others have said, it would appear that your salty attitude with the CSR probably soured your experience before it even began.
lateck2
Well-known member
- Sep 11, 2016
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If I remember high school science from the last century......
That happens with glass, could happen with a lot of material.
Don't blame LG. Yes, maybe they could have been nicer about it when you called.
But, a Sammy could have the same issue, under the same settings.
Lateck,
That happens with glass, could happen with a lot of material.
Don't blame LG. Yes, maybe they could have been nicer about it when you called.
But, a Sammy could have the same issue, under the same settings.
Lateck,
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