Seems like many people are having same issue with screen cracking. But, no answers from Verizon. Mine did yesterday and I used it, put in coat pocket, got in car and pulled it out and it was cracked.
How did this Happen Care to share it with Us? By the Way was coat on you when you got in your Car, If it was on you Was it a Tight Fit..Or did you toss the Coat into the Car ?
I have gave most of the facts, just put it in my pocket and two minutes later in the car is was cracked. Did close it in the door, or wasn't a tight fit, or toss it in the car. The Verizon person said she had heard about pressure breaks with the phone before with nothing forced to make it break.
Well i mentioned a few weeks back when the topic on the Glass just was starting.. the problem one's might be having an are now having is like what the Dodge Owners Went thru.. Who Purchased The big Ram 1 ton Trucks they had the V10 in them an that Engine had so Darn Torque it Literally twisted the frame just it enough that it Would Crack the Front Windshield. Dodge spent a bunch of Money Replacing the Windshields an for some Owners it happened more than Once!.. b33
There's something different in the response you got from the CS agent. They admitted to hearing about it. That has been notably missing from conversations in the past. Up until now they, "have never heard of it." I suspect that the complaining that we have all been doing is finally starting to trickle around the corporation.
I recommend you put a couple of reviews out there. There's a place here on Verizon, but amazon.com is a really good place. Some folk have gotten into the habit of looking at the amazon reviews before making a purchase so they know what they may be getting into.
Bad reviews work folks. If I had known the darn thing would break when you blew the dust off the screen, I would have looked for a different phone or waited a while.
Draythomp sent ya DM Check it Out..
Mine cracked three days after I got it! It started as a little scratch on the screen when I got it, right over the camera on the face then all the sudden just cracked like a starred windshield. I called Verizon right away and was told I have to replace it through the warranty company and pay $90 deductible because it was "not their problem". I'm still using it even with the cracks, as I am not paying anymore money for this POS then I already have, and now there are shards of glass falling out. Such a rip-off!
As soon as the Crack was seen it should have been re-turned to a Store..
Is it the Razor or the Razor Maxx that people are having problems with? If it is the Maxx I wonder if maybe the battery is too powerful for the phone. The Galaxy Nexus screen seem to be made with the same material (Corning Gorilla glass), yet there does not seem to be any issues with that one. (?)
I have the Razr, not the Maxx. Not sure about everyone else.
Under the Hood the Phones are the Same the only Difference is the Battery, the Battery Holder, And the Back Cover You Pull the Back cover Switch the Hardware and you'll Have a Razr it's Just Hardware..
had the same issue. Razr Maxx. Used it and laid it on a counter. Five minutes later went to use it again and it would not turn on. Looked and noticed the screen cracked on the lower left area. Was not dropped, twisted or hit. Had to pay the deductable. Considered physical damage even though it cracked on its own. Had screen protector and rubber outter covering just in case. Phone was only 1.5 months in service.
Did you by chance have a Text Message come in and the Vibrator went off.. when this Happen to your Screen.. b33
No, I don't believe so, but it could have. I had made a call, laid the phone down, a few minutes later went to use it again and nothing. No screen, no nothing. The only thing that would work were the four icons at the bottom of the screen would light up. NOTE: I did have vibrate activiated for just about everything. Took it to the local Verizon outlet, told them the story and of course they directed me to the insurcance claim department. They had seen screens with phyisical damage and still work.
This phone was papmered.
I have had many issue with the RAZR. My screen cracked under the Gorilla Glass. Not dropped, Not banged into anything. <Comment deleted as spam per the .> I recommend the BBB link to complaints also on site.
Message was edited by: Verizon Moderator
Interesting:) ( 2weelTom i do the same with my Razr's Maxx's i Carry them in my leather Flap holster when i travel and when i'm at Home i have them on this it's a Citizen Watch Leather Style Pad. Fit for two Razr Maxx's.. Comfort is the No.1 Goal for a Happy Phone ..b33
I have 6 IT guys that use the Razr Maxx and 4 of the 6 have cracked or chipped screens and no one knows how it happened. I have on and it cracked when I was sitting outside by the pool. I think they get hot from hotspot use and then crack. The phone really heats up when the hotspot is used. Very poor product. Call motorola about it and they say we can fix it if you pay for it.
Very poor.
Mine cracked sitting on the counter while charging. Not even touched. Of course, Verizon wants nothing to do with it. they say Imust have dropped it, no signs of being dropped on the sides of the brand new case. when I said that, she said I must have dropped something onto it! Thereis a problem and they won't admit it.
Maybe a Motorola needs to Devise a Product with Mini Cooling fans like companies do for Laptops to Keep it Cool when it's working under a Load. b33
Thought I should share, but mine cracked randomly as well. Sat it down on the table, came back and it was cracked in bottom left corner. Crack spans from left edge to bottom edge, about an inch in length. Verizon nor Motorola would do anything for me unless I paid to get it fixed. I wonder how many other people have had this happen? I know it's gotta be more than just a few of us on this thread...
My screen has cracked as well from the top corner where the cut out for the speaker is located to the bottom where the little hole for the mic is located. The phone was not dropped or abused in anyway. It was fine when I put it down at night and cracked the next morning. I have insurance on the phone so I get to pay $75 for another phone. Definitely something wrong here.
I was charging my phone, I picked it up and my screen just started cracking.... I called Verizon and luckily (So I thought) I had insurance. They said if I did not drop it, or damage it in anyway it's a Manufacturers problem. The Manufacture declined my claim and said I damaged it.
After hours, and hours on the phone, many phone calls and much anger Motorola agreed to do a one time replacement.
They told me this is not a known issue...
Piece of advice, Verizon wil not help you they think that their network is the best so they don't need customer service, contact Motorola they are more helpful.
www.motorazrcracked.com
I highly doubt the glass just started cracking...that phone looks abused to no end.
Did your Razr get Hot while you were Charging it and did you use the the Charger that came with in the Box.. If you had T.E.C.= Total Equipment Coverage.. it would or should have Covered the Damage..
Yes, it did get hot. No I used a charger from my Blackberry. Do you think that would matter? I asked specifically at the Verizon store and they said absolutely not. No, my company does not believe in paying the TEC and then get back a used phone in place of a relatively newer phone.
<Personal information removed for privacy.>
It could: look at the Volts coming out of the Charger Like the one that came with the Maxx it shows 5.1v @ 750mA if the one your using is Greater in Value i would Cease using it..
To Zoom in the Picture Left Click on it..
This is absolutely insane. My son dropped my phone from a foot off the floor and the screen broke. Why in the world did I pay so much for a phone that is supposed to be all but bullet proof. These kind of issues that you guys are having with this phone and getting no results is absolutely absurd.
Let me help put this in perspective so that you can all understand.
The warranty coverage is dependent upon the condition of the phone, it says so right in the warranty agreement that comes in the box. Regardless of any other issue, the phone's physical condition is the first thing that determines whether or not it can be considered covered under warranty. That's the whole reason to get the insurance, so that if the phone is damaged or lost it can be replaced. Without the insurance it would be the full cost of the phone to replace it rather than just the deductible. The Verizon people have no say in the warranty coverage what-so-ever; it is set entirely by the manufacturer of the phone. If a phone is returned to the warehouse, and there is physical or liquid damage of any significance, then the customer would be charged a non-refundable fee by the warranty processing company of $500 or more for a smartphone.
As for the phone being "indestructible", there is no such thing. The Razr is made of sturdier stuff than most, but even it can be broken. If you feel that it broke too easily or somehow on its own, contact Motorola since they are the ones that made the phone, not Verizon. If you describe the issue, and they agree, it would be up to them to provide a replacement. If not, then hopefully you have the insurance to fall back on and it will only be a fraction of the phone's actual cost to get it replaced.
I just got off the phone with Verizon Wireless Executive Relations. Turns out Motorola has told Verizon that there is a defect in the LCD panels on the RAZR phone. Now that this has been sent to Verizon you can get a "LIKE NEW" replacement. Just hope it doesn't look like the one they sent me!
this sounds like a lot of wishful thinking.. but good luck
I am slightly confused by this remark. I was just letting others know that the Motorola finally admitted to a problem with the LCD panel behind the glass. Verizon will replace them. BUt I am sure they aren't going to tell you. This is why I am. "Wishful thinking?" "Good Luck?" Motorola gave me a brand new phone I don't need good luck. My LCD did break. I was able to get it resolved. All I am doing is trying to help others to do the same. See my site: www.motorazrcracked.com
When i tried to Go to this Site it Came up With this: Firefox can't find the server at www.motorazrcracked.com.
Wow...
First I want to say Thank You to SGRINGO for taking the time and effort to put together that site for our benefit! (Which by the way opens fine for me in both the latest FireFox and IE and Chrome). Very well done, and I'm a strong believer in using web media as a tool to expose the unethical practices by big business in situations like this and the poor treatment us consumers sometimes get. There's nothing worse than spending a bunch of money on a brand new product/service, only to end up getting the run-around after receiving a defective device. Wasted hours on the phone with people who can't (or sometimes just won't even try to) help, the stress, and the frustration of feeling ripped-off with no real recourse.
I just started surfing these forums tonight because I'm eligible for an upgrade (from my current Droid X) and had my heart set on buying the RAZR Maxx.
Now I'm very hesitant and not so sure.
Within less than 30 minutes of joining this community I found two important relevant threads:
- This one, in which the cracking issue is being exposed for what it is and the run-around people are getting when trying to get some justice on their brand new phones.
- A different thread in which people who bought the extra insurance (such as the TEC for $6.99 a month) are also meeting resistance / getting unethical treatment when trying to get something done via proper claim procedure.
I was so looking forward to ordering this new phone tomorrow, but now I'm not so sure. If I buy the RAZR Maxx even at the "discounted" upgrade price Verizon is offering me ($249.99) that is still a big chunk of change, and to think that after only 14 days they would consider it acceptable to replace it with a refubished unit seems incredibly unethical and downright foul.
As an aside - I've had my Droid X for 2 years and though I'm careful with it, I have accidentally dropped it several times (one time pretty hard onto pavement all the way from up in my truck) and the glass / screen are still in PERFECT condition. Not a scratch on it! I do have a decent plastic shell case, but still the phone absorbed the shocks and the glass remains as new. Which makes me WONDER - what could be so different about my Droid X screen from the RAZR Maxx screen that would make it so the X can endure intense drops without cracking but the Maxx screen will crack so easily in normal use? I'm bafffled..
And now also very bummed. :smileysad: I kind of had my heart set on this phone after 2 great years with my Droid X. I'd stick with the X except it is starting to finally show minor malfunctions (occasional random reboots / crashes) and it won't let me step up to 4G.
Not sure what to do now. Guess I might putting my upgrade off for a while and maybe buying something used until my contract rides-out and I have more choices...
But THANKS EVERYONE for ALL the info being shared here, and especially for the excellent site by SGRINGO (bookmarked!).
SGRINGO i got to Look at your Site one thing i notice big time that you pointed out was the Door that Holds the SD & Sim Card it Looked as if it was Broken.. And if it was in this position when you received it from FedEx.. that right there they should be held accountable for it.. And replaced it at No charge..
I was browsing online outside. The sun shifted and the ray seemed to be beaming down on me and we heard a pop and now I have a hairline crack. Didn't drop or anything. I called verizon and they said they are "exploring" this issue. (I called about a hotspot problem, but asked before I got off of the phone if they knew of this issue. I didn't call Thursday when it happened because I figured they would refuse to assist.
I had the exact same problem. A small scratch appeared 2 weeks after I purchased it....at first I thought it HAD to be a dirty screen. But then, that "scratch" cracked through the whole screen a week later. I noticed when I used the phone a lot, it got really hot. So hot I could barely touch it without feeling like my fingertips were being burnt. I searched many forums and saw multiple complaints about the LCD screen overheating and cracking from the pressure and excessive heat. I have insurance on my phone, but Verizon won't replace it w/out me paying the ridiculous $100 deductible.
DPOTTER2 wrote:I had the exact same problem. A small scratch appeared 2 weeks after I purchased it....at first I thought it HAD to be a dirty screen. But then, that "scratch" cracked through the whole screen a week later. I noticed when I used the phone a lot, it got really hot. So hot I could barely touch it without feeling like my fingertips were being burnt. I searched many forums and saw multiple complaints about the LCD screen overheating and cracking from the pressure and excessive heat. I have insurance on my phone, but Verizon won't replace it w/out me paying the ridiculous $100 deductible.
DPOTTER2 wrote:
As far as the insurance deductible, you knew you would have to pay that to get a replacement phone, correct?
I don't think s/he was questioning the deductible. But given that we have
ALL experienced the same problem, having to pay the deductible for what is
quite obviously a manufacturer issue is the questionable issue. It is poor
business by Motorola and made worse by Verizon channeling these issues
through insurance.
Hi all, I just wanted to revisit this and post my experience / update.
I started watching this thread back in early August and I posted back on on August 15th on page 5 of this thread that I was really hesitant to buy the RAZR MAXX after reading about all of these cracked screen experiences and after checking out srgringo's informative web site. I started looking at other phones and such but after checking them all out in the store and speaking to a few other people in person who owned their MAXX for a while with no problem I decided to take the chance and get one (with TEC insurance and keeping in mind the 14 day return policy).
For the benefit of anyone who found this discussion the way that I did and is wondering if there are any good experiences, and not to upset anyone who has had a horrible experience with theirs, but...
I've had my razr MAXX for about 27 days now and so far it seems I'm one of the lucky ones - I've had no problems with it. I've had it in the thin hard shell MOT912M case with a standard screen protector on it since day 1. I've dropped it at least 3 times (not on any real hard drops and only from about 3 feet or so, but like pulling it out of the holster once it slipped out of my hand onto wooden chair and also off the nightstand / end table in my living room) and it's still fine. Also I've had it turned on 24/7 the entire 27 days so far with the exception of a couple reboots and have used it for everything from surfing to youtube to jamming MP3's, extended data sessions, etc... and so far (knock on wood) it has been perfect.
I'm NOT here to rub it in and I feel REALLY bad for everyone who has been / is going through the hassles and issues of their screens cracking!
I just thought I should come back here and post my experience so far since I had posted in here back on Aug 15th my concerns after reading about all the bad experiences. I hope that my "good luck" continues because I really love this phone.
I'm going to keep the $7 monthly TEC insurance for a while until it's no longer worth the deductible and I'm certainly hanging onto my Droid X as a backup just in case my luck changes, but for the record so far I've made it 27 days in almost constant use and having it with me everywhere I go, and no issues.
If my luck changes I'll certainly come back here and post a follow-up. I hope that those of you who are going through the cracked screen nightmare are able to get yours resolved without any more hassles. It's not fair and the return policy does suck - when I expressed my concerns to the Verizon rep at the kiosk he came right out and told me that they wouldn't replace mine with a new one if I encountered the cracked screen issue even within the 14 days. That was pretty scary to know but I took a chance because there were a couple people right there who had MAXX phones for over a month with no problems and I really wanted this phone badly (especially because of the battery life).
By the way, side note for anyone still considering getting a MAXX - the battery life truly is excellent, but don't believe the claims on paper about standby time. The specs claim "380 Hours Standby" which is 15 days. No way. From what I can tell, I'd expect to get maybe 5 days standby time with the phone kept on. With moderate use (email / text / some surfing and not much talk) I can get about 50 hours out of it. With heavier use I can get about 30. So, still definitely the best battery life of any phone on the market and I do believe the 21 hours talk-time claim, but not the 15-day standby claim.
Wishing all of you who encountered problems better luck and quicker resolution to your problems.
DH
I've had my razr since mid-April. This weekend I was using it and the low battery app kicked in. I plugged it in to my wall charger (that came with the phone), and ten minutes later swiped the glass to check a text notification. Nothing lit up, and when I held it at the right angle under bright light I could see the broken glass coming from the top right corner. The break is under the gorilla glass. Yesterday I went to the local vzw franchise (where I bought the phone) and they told me it was probably under warranty; they'd seen/heard of this before. They phoned corporate, but was told my phone was not in the batch they determined to have been defective. I'm out $99 and three days wait (due to Columbus Day) for their defect. Again, this phone is six months old. I believe the battery/heat/expansion theory.
Wow that stinks! Do you have to send your phone in before they'll send you the replacement? How do you shred all of your sensitive data / info off if it before returning it if you can't view the screen?
At least your store admitted knowing about the problem. My local VZ stores both deny knowing anything about it.
(Deleted duplicate post, same information already posted on this discussion: https://community.verizonwireless.com/thread/783765)
Message was edited by: Verizon Moderator (M)
@insideup - I too hope your good luck holds. I had my Maxx for several months before the screen cracked for no apparent reason. It happened on a really hot day - not sure if that has anything to do with it.
I had a cracked screen, and Motorola warranty the screen and I just got the phone back last week.
They know they got a bad batch of screens. Call Customer care Center 1-800-331-6456 0700 to 1900 hrs M-F (CST)
S-S 0900-1800 (CST) ask for RMA
May i ask Hows your Razr doing since you got it Back.. b33
My Droid Razzr Maxx HD has not even been activated three weeks. I left it in the car while I went out on a boat fishing (thinking it would be safer). When I returned, the screen was cracked from the left side of the words Motorola (about 12:00 to the right about 2:00). You can't feel anything on the outside, seems like an interior crack. Verizon (Asurion) won't even discuss how or why it happened and want to put the blame on damage caused by me --a $99 deductible to replace this phone that I just bought for Christmas. I was livid.. I decided to call Motorola, who told me to send the phone in to them to ascertain whether it would be covered under their warranty, and to assess why the darn thing keeps freezing and has to be reset as well. Well,today I got their email. The glass is cracked, end of story, pay $100 for a new screen!!! Oh, they'll repair the freezing problem at no cost. Forget the phone is defective in the first place or the screen wouldn't have cracked.
You lucked out. They want $100 from me and my phone was a Christmas present and not dropped.
I am sorry. This is complete bullshit...I have had 3 different razrs now...first one i dropped, screen shattered. Paid the 99 buck for a warranty replacement, got a refurbished phone. That phone got so hot that it fried and luckily that was under warranty and was replaced with yet another lovely refurbished phone.....now, that one screen is cracked again, and all i was doing was clicking on an icon. The fact that they pretend that this screen it "tough" and "highly damage-resistant" (that from the gorilla glass site), and by googling you see there are a lot of people that have the same issue. It really pisses me off, that Verizon has to know about this, and yet do nothing about it. I made a huge mistake switching to Verizon and getting a Motorola phone..
I also have a mysterious screen crack. I have had mine in a Otterbox defender case which was recommended by Verizon since I bought the phone. I was charging it over night and the next day I discovered that there is a crack where buttons on the bottom are. The phone has not been dropped and only taken out of the case when dust gets under the Otterbox screen protector. I think everyone who has this issue needs to report it to the Better Business Bureau http://www.bbb.org/ because it is apparent that these complaints are going unheard through Verizon and Motorola.
I have to agree. I sent Motorola the link to Verizon's community page and they said it wasn't official because it wasn't from Motorola and they knew nothing of this problem and/or anyone getting their's replaced for free. Coincidentally, I had just mentioned to my husband that my charger was extremely hot when I unplugged my phone. That was the day it came back to my car and found the glass cracked.
I'd have to agree. In speaking with Motorola this morning, I was told the glass is Corning. Gees, I have Corning casserole dishes that I got when I got married and you're talking almost 44 years ago now. Unbelievable. My phone was just over two weeks old.
I left Verizon Wireless because of my screen on my RAZR MAXX cracking from setting on a table. They didn't believe me and told me I'd need to file a claim and pay the deductible. There has to be flaw that is not being addressed because this seems to be a fairly prevalent problem.
