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Droid DNA Screen Shatters

Had DNA 2 weeks went from cold temp outside to inside unlocked screen to read text and watched screen shatter. Phone went from my pocket to my hand, Verizon not helpful at all except wanting $100 deducitble to replace. Now have to send to HTC so they can look at the phone

Comments

msturgis

I think these devices have operating condition rating (such as temp/humidity ranges). The phone probably was outside of the temp range when you tried to operate.

Verizon_Support

Ironchef, I regret to hear that your screen shattered on your DNA after a temperature change. I checked and I have not seen this issue reported by others. If this was something happening with multiple devices, then we could further investigate to see if this is a product issue. In this case, if we were to send a warranty replacement device, you would be charged $299 for the replacement due to the damage. Insurance would be the best option to receive a replacement as soon as possible. I'm sure HTC will also be able to provide further options for you.

MarquiaF_VZW

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Miket1828

MariquiaF_VZW

I know this is the company policy, as I have also been told the same thing when my DNA shattered it's screen in my pocket. It had never been dropped, never been abused, never kept with keys. I want just want to clarify Verizon's policy. Is it that, no matter what, if the screen is damaged, it is the user's fault? There is no possible consideration for defective product? There is no expectation for the device to withstand any level of reasonable use? Because, I have to tell you, I expected a phone to last more than 20 days without having the screen break under normal careful use. I do not think that it is an unreasonable expectation to have.

Dave-in-Decatur

Last winter a number of Samsung Stratosphere owners reported similar experiences. I don't know if Verizon or Samsung ever acknowledged that it was a problem, but it might be worthwhile to search the forum threads from around December 2011-February 2012 for reports on Strat screens breaking after being in the cold.

garytampa

Amazing! I bought my DNA and within a week the screen was shattered! I never dropped the phone or had it in a pocket with anything else. I went in to dinner in new York on a cold night. The coat was in my suit breast pocket. I had used it to find the restaurant while walking. When I took it out of my pocket at dinner the screen was shattered! This phone has a defect due to temperature. Naturally Verizon said it was my fault, but I noticed a lot of cracked screen DNAs on Ebay this winter. What do we do? Pay $220?

gordon1234567890

I have started a claim with the BBB because of the same thing. This phone EXPLODED in my wife's face, and Verizon says this is not a "known" issue. When I search the Verizon community I find others with the same problem. How can this not be a "known" issue when other people seem to be having a problem? When this happened to you was it just a crack or did the whole screen break from top to bottom, and left to right?

Stormprobe

A "known issue" means they can reproduce the problem. But of course, if they don't try to reproduce it, it will never be a known issue. They will only try to reproduce it if it turns into an epidemic.

travisbundo

This is very much a widespread conflict with a huge number of reports. This personally happened to my phone after about 3 months of us. I literally watched the phone shatter while sitting on the table in front of me. Also, I'm only aware of 3 peers of mine who purchased the same phone within the first month of launch and had the same thing happen all within 3 months. Now due to the cracked screen, Verizon is not willing to help me resolve the SIM card defect that's limited my phone to being unusable 90% of the day for the last 12 months. Absolutely absurd.

Verizon_Support

We understand fully travisbundo. Unfortunately with the physical damage that has occured to the device, this would be ineligible for replacement. If you do feel that the screen crack was due to a manufacturer defect, we do recommend reaching out to the manufacturer by visiting http://bit.ly/1bhf3Y2. They will be able to validate if the damage is due to a manufacturer defect, thanks!

MatthewS_VZW

VZW Support

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Nhaught

I have three droid DNAs that I gave my kids on thanksgiving day. All three screens cracked in less than two weeks. Verizon said it was not a known issue after reading this sounds like it is. I asked the question are these durable when I bought them. They said yes, sound like they just wanted to get the phones out of stock. You wonder if they care about us the customer!!!

HappyHelper

If 25,000 people buy the phone and 100 call in reporting an issue, it's not going to be a known issue. If 10,000 people call in then it'll probably be addressed.

Verizon_Support

Nhaught, that is very odd that all three screens shattered. I have a few questions for you. Did you ever notice if these phones were getting extreamly warm to the touch at all? Also, were you using the original chargers that came with the phones or were you charging the phones with a third party charger?

KevinR_VZW

VZW Support

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K_Alltop

Same thing just happened to me phone was working fine outside in temperatures of about -20 degrees, and when brought inside it cracks right across the bottom. Its still usable but I got this phone because of the Gorilla glass was supposed to be awesome not brittle like this it cracked for no reason at all.

vertmob

Hello All - I can vouch for everyone else that has claimed their Verizon powered HTC Droid DNA shatters spontaneously. On December 15, 2013 at around 11:00 PM, my wife and I were preparing for bed just like always. I placed my Verizon powered HTC Droid DNA on the nightstand next to my bed (just like always) and plugged it in to charge. Turned off the lights, tucked myself into bed and closed my eyes.

5 to 7 minutes later, we heard a lout POP followed by the faint sounds of broken glass hitting the nightstand. My first thought was the power cord had blown up. After turning on the light, we realized the screen on the Verizon powered HTC Droid DNA had shattered. Not just a little break, but the entire glass screen had shattered. Actual picture here:

Let me debunk a few theories and give you some additional context for all ye nay-sayers:

The phone had NOT been touched by a human
The phone did NOT get dropped on the floor
The phone was NOT near any objects that could have fallen on it from above
The screen on the phone had NEVER been cracked
The phone was running the latest Android OS
The phone was being charged by the ORIGINAL charger (no third party accessories)
The phone had NOT been outside in cold, hot or unusual temperatures.
The room temperature was 69 degrees as measured by our thermostat
The phone was NOT in use
The phone WAS plugged in to charge
All of this and the screen on the Verizon Droid DNA shattered.
I'm a real person looking to solve a real problem. As reported on Twitter: https://twitter.com/mjlentz/status/413096572574916608

After Googling the issue, I realized this has happened to several other folks yet HTC and Verizon claim this is not a widespread issue. I reported it to the Verizon Wireless Store at 1801 Howell Mill Rd NW #700, Atlanta, GA 30318. Needless to say, they were no help.

I'm writing here to confirm this is a real issue. I am also writing to get some help from Verizon and HTC. What can I do to resolve this issue? Are you OK with having a device in your lineup that can shatter spontaneously? Do you feel this is normal?

Any help would be much appreciated. I'll leave you with picture Parker, our lab puppy behind a cracked screen of the Verizon powered HTC Droid DNA.

*Incident happened December 15, 2013 at 11:00 PM.

Ann154

WOW! That is really shattered. I hope you can get some kind of resolution to this.

Verizon_Support

K_Alltop,

Thank you for letting us know of your issue with the device screen getting cracked. That is not good news! This incident has not been reported by many users so with these particular situations, we would suggest to reach out to the manufacturer, in this case HTC. We want to make sure you can take advantage of all the features of your device and not have to worry about it cracking going forward. Another option would be to replace via your insurance options. Let us know if you have any further questions.

-PeterV_VZW

Follow us on Twitter @VZWSupport

K_Alltop

How can Verizon and HTC not do anything about this? It is an obviously bad product and design flaw. I loved my phone until it just cracks for no reason. I learned to live with the other issues it has, but come on I got a HD phone to see HD on my phone, It got advertised as a phone with Kevlar and Gorilla glass and it just breaks randomly no reason at all. I only had my phone for a couple weeks because I just had to do an insurance claim on my DNA I had before this, This is ridiculous. They both tell you the same thing you should talk to Verizon you should talk to HTC, oh I'm sorry we cant do anything maybe you should have insurance which I do have and then you have to shell out 125+ for something you didn't even do I wish Verizon didn't have such a freaking monopoly so we could just split, but the 2 year contracts are pretty law-proof. They need to research this or something, but calling and posting on forums seems to do nothing. They say no one is experiencing the same issues which they obviously are as record on multiple forums, and accounts here, and with my friends.

unsatisfied788

After only having my DNA for 30 days, my screen shattered. It was not dropped. It was not misused. I called Verizon and just like everyone else's response, they couldn't do anything fo me. All the could tell me is that I should have had insurance on it. Even with insurance, by the time you pay monthly premiums, then take out a claim and have to pay a deductible and other charges you don't come out ahead anyway... Obviously, there is a defect with this line of phones. With all of the reports and complaints I have seen, you think Verizon would do something about it. One thing I know for sure is that as soon as I can I will be switching to a different cell phone provider. One that is more affordable with better service...

dmwm

You should have got an iphone i broke something on my iphone and i took it to the apple store and they gave me a new iphone for free

JMMBC5

Coming here to add my name to the chorus. I've had the DNA for over a year, loved every minute of it, until yesterday that is...

I was on the train heading home, playing a game on the phone. Put it in my pocket, glass facing my leg as usual. Pulled it out a few minutes later and the screen was shattered. It looks like there was one fault in the glass where it 'popped' as the cracks all radiate out from that one point. The phone was not in a case, had no screen protector, but has always been handled with care, and had no scratches or dents.

To follow @vertmob's summary:

The phone had NOT been touched by a human
The phone did NOT get dropped on the floor
The phone was NOT near any objects that could have fallen on it from above
The screen on the phone had NEVER been cracked
The phone was running the latest Android OS
The phone had NOT been outside in cold, hot or unusual temperatures.
The phone was NOT in use

I don't pay insurance since I take care of my technology (insurance at $8.99/mo costs $216 over the life of the phone, plus $100 should you file a claim, so at minimum, you're spending $316 to get a replacement phone) so now I'm out a phone and have to shell out hundreds for a replacement due to a manufacturer's defective goods.

I love HTC, I really do like their products, and I will probably replace this phone with a One M8, but after this, I don't know if I can continue to recommend the brand to others. You don't hear about Galaxy S4s or iPhone 5s spontaneously shattering...

Verizon_Support

JMMBC5 A shattered screen is definitely a concern. We want you to have a phone that works again. We aren't showing that this has been a known issue for a majority of HTC DNA users. Since the screen is shattered we would need to look into other options. Please send us a direct message and we can discuss this further.

Sheritah_vzw

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@VZWSupport

Cooley05

Wanted to add... i have had a HTC dna for a few years. I switched to a Samsung s5 about a year and a half ago. Recently my girlfriend's s5 stopped working. I still had my DNA so i charge it and activated it for her to use for now. After a couple hours of being charged, she picked up the phone to set an alarm and the screen shattered and popped right in her face. She got a piece of glass and her eye. She was freaking out so loud that i woke up to find out what was wrong. I have never seen a screen so shattered. The screen is literally making popping noices as you see the screen still cracking and popping. Her eye is ok far as i know. I started to look the phone up to see if anyone has had a similar issue and i ran into this post...

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