Child Item

Site Totals

61434 Questions Answered 270 Categories

Why do Verizon and Samsung not care about the KNOWN issues with cracked LCD screens?

I woke this morning to a phone that would not light up. As I pressed the power button I noted a flicker of color (green lines) to the top of the screen and nothing more. It was then that I figured that the screen was no longer functioning. Upon further inspection, the phone's LCD had a small (less than 1") diagonal crack extending from the right upper corner of the phone. The phone continued to chime with notifications for messages, etc, but I could not see anything on the screen. After plenty of research today, and attempting to contact both Samsung repairs and Best Buy, thru whom I purchased the phone, I am getting no where. There are an EXORBITANT amount of consumers that have had the SAME issue with this phone and yet, it continues to be placed on the owner's mishandling of the phone when it comes to warranty vs replacement. I find it disheartening to know items that are truly issues that should be covered under warrantee from the manufacturer are not more aggressively pursued by the cellular companies themselves! It is giving them a bad reputation and potentially changing consumer's attitudes about continuing with service with these providers.

Case in point, I love this phone. I have waited to get a deal on this phone that I couldn't pass up. I was a "grandfathered" unlimited talk/text/web member until just ONE MONTH AGO, when I added a new line and got a new phone just to take advantage of the deal!!!! So now, I am left paying for a service plan that is extremely costly, insurance, and NOW a deductible for damage that I DID NOT CAUSE.

This phone has documented cases of over heating, which is KNOWN to cause epxansion of the LCD, which in turn after cooling can crack the screen. There is not a single scratch, dent, ding on my phone. No "evidence" of "physical damage" and yet, I am left to pay for the replacement under the insurance plan because AFTER ONE MONTH OF USE, the phone has ceased to function due to no fault of my own.

Why do Verizon, Best Buy, SAMSUNG not care about this?

Sincerely,

Completely disappointed!

Comments

Verizon_Support

@sk8ingrn,

We definitely do care about all our customers and want them to enjoy their phones. Let's get to the bottom of this!

Which phone do you have, the S4 or S4 Mini? Has there been any physical damage? Do you have insurance?

JohnB_VZW

Follow us on Twitter @VZWSupport

sk8ingrn

Hello,

Thanks for responding. I have themAtic Blue (best Buy edition) Samsung S4.

And yes, I purchased the phone thru Best Buy and gave the Geeksquad protection.

Verizon_Support

Hi sk8ingrn,

Thanks for the additional information, let's get to the bottom of this! When you contacted Best Buy, were you provided with a reason why the device could not be replaced?

AyaniB_VZW

Follow us on Twitter @VZWSupport

sk8ingrn

Hello,

I was told that I would have to pay for an insurance deductible related to "physical damage" that was caused by accident, implying that I damaged the phone. The phone was sitting on a table with nothing around it, on a charger. It was too hot to use and so I put it down for the night, let it charge and in the morning it was cool but the lcd was broken. It appears that this is an on-going issue with Samsung s4 and Samsung isn't doing anything about it.

I am taking the phone to another Best Buy to see what my answer is there. I am not paying for a deductible when I didn't do anything to a phone that broke 3 wks after it was purchased. It isn't fair. There is an "implied warranty" in NH that can not be shortened by an "express warranty" which states that a product needs to be marketable for a reasonable amount of time...3wks is NOT REASONABLE.

I waited for quite some time and left my old plan just to get a great deal on this phone. It's really disheartening.

amadeus1171

The same thing happened to me as well. Three days after receiving and using my Samsung Galaxy note 3 with the Incipio shell casing the screen cracked. This happened today, 2/14/2014. I did not drop, press too hard, or otherwise misuse the phone. It was hotter today than previous days. It was 82 in San Diego.

Verizon, this screen cracking is not the fault of the customer. It is a manufacturer's defect. Please stop hiding your collective heads in the sand and passing the buck to the customer.

If Verizon continues to ignore this obvious problem so many people are complaining about then I predict a lawsuit in Verizon's future.

As an aside, let's use Occam's razor:

Which is simpler and more likely:

So many people spontaneously find a way to crack their screens internally in the exact same place then claim they did not or

there is a manufacturer's defect with the phone that causes the screen to crack without misuse and Verizon and Samsung both made an actuary decision to settle the inevitable lawsuit(s) rather than fix/replace individual phones.

Psychonik

I have tried to call Samsung and Verizon and they did the ol' contact the other back and forth routine. Verizon did contact their tech support department and said their tech guy said it's a known issue. Samsung's people just did the ol' parrot routine saying it was physical damage and a cracked screen is not covered by warranty when there warranty doesn't say anything about screen cracks voiding the warranty. I'll see what the corporate Verizon store says when I get there but that might not be for awhile so I'll probably give Samsung one more go in the meantime.

Verizon_Support

Psychonik,

I completely understand your frustration in this situation. It's our goal to make sure you're given the most economical option for a replacement. The Manufacture's warranty is a limited warranty, and only covers mechanical failures. It's our goal to protect you from receiving a Damaged Device Fee up to the full retail price of the phone. Cracks are considered a sign of physical damage and would result in that fee. A corporate store can definitely take a look. Sometimes a hands on assessment is needed to verify if this is the case with a device. We do have a quick reference guide here: http://vz.to/1c1xPaw

SarahO_VZW

Follow us on Twitter @VZWSupport

MgLuvin

Look I don't hate on waiters or customer service, I have been in those crummy jobs that require a pulse and pay $10/hr part time. I would never treat a customer like this, blatant dishonesty and imaginary explanations. If you don't know the answer ("uhh...phones in your pocket bend over time"), just get someone who does. I know it's the SOP, but please don't thank me for my complaint and sell me insurance. Just take two minutes to do your job and tell someone who knows what they're doing.

Any functional human being would say something like: "Verizon listens to its customers. Due to the large number of complaints about the AMOLED screen breaking under normal use, we have done our jobs as CSRs and forwarded your concerns to our engineers/supervisor/president of the usa/whatever. We will attempt to discover if there is a manufacturers defect with some of these phones and work out a solution that is reasonable for the buyer and seller."

Tidbits

It's up to Samsung... Like I said in another thread... Not one person has ever proved or even did leg work to show the device is flawed or has a bad screen. I already showed what should be done, but since no one is doing it A court would say Samsung is in the clear. Also Verizon is 100% in the clear because... They are not the manufacturer and has NOTHING to do with the process.

Psychonik

Nothing to do with the process? You are signing a contract with Verizon for 2 years for a device that should last at least that long if it's used properly. Without a phone your contract is practically worthless. Verizon is a major corporation and their customers are being burnt and left unsatisfied by Samsung's poorly made device. I don't feel valued as a customer by Verizon or Samsung right now. Verizon should press the issue with Samsung even Verizon's tech department says this is a known issue. If a product gets enough negative feedback on Amazon they no longer offer the product. The warranty says nothing about a cracked screen not being covered if it's not do to misuse. I don't see how putting a phone that's in a protective case in your pocket is misuse. It is a reasonable expectation that phone can be stored in one's pocket. I don't want a phone I can't keep in my pocket. This crack can happen without it even being in a pocket anyway so it's a null issue.

Psychonik

It's funny because I am a waiter and wonder the same thing. If I can't help the customer I direct them to someone who can. Verizon and Samsung won't do this. I feel like their saying your issue doesn't exist so there's nothing we can do. In the meantime please continue to send us money. Warranties and customer service are just words them something that companies have they don't necessarily need to function it's the fact that they have them. I am already never going to buy another Samsung product ever again. I feel that a seller/company's true colors shine through in how they deal with customer issues and complaints. I will give Verizon some leeway since they are not the manufacturer and I have been satisfied with there CS in the past but I feel they could be doing more on this issue. I would like to remain a Verizon customer because they have the best coverage in my area. However, if they don't help to get this issue resolved I may have to go elsewhere for my cell phone service. T-mobile is paying for ETF fees and they have the new Sony phone I'm willing to sacrifice coverage if I have to continue to use some phone from 4 years ago.

japetty

Your 2 year contract had almost nothing to do with devices but 2 years of service on a device and the reason for the 2 years of service is the subsidy VZW gave you on that device from the full price of that device. You can use any device of your choice on the service of your choice. If your device don't last 1 year (warranty period) you will have to furnish your own device for the remainder of your contract for service. VZW is not going to replace your device under warranty during the last your of your contract for service. You will have to use your insurance if you have insurance and pay the detectable $99.00.

BTW why are you so rude to Tidbits? He is on these forums and helps many people on these forums with problems and I know is appreciated very much. Just because you are upset about your phone having a cracked screen and it is not going to be replaced for free there is no reason to be rude to other who try to help.

BTW Samsung will replace your screen and they won't be bashful about the fact it will cost you $200.00 and they will bill your credit card in advance of the repair and return of your phone but you will have your phone back and not a refurbished phone your would get from your insurance. Good Luck with your damaged phone.

dandoonfxr

I just wanted to chime in that I had the exact same thing happen to my phone after owning the phone for a little over a month the screen went out without any physical damage took it to the Verizon store they advised sending it to Samsung who said it would cost $200 to fix the LCD screen this phone is defective and of very poor quality and worst yet Verizon doesn't care even though I've been with them for 14 years they couldn't care less everyone should be aware of the poor quality of this phone and stay away and should be prepared for Verizon to not stand behind the product.

Psychonik

Dude I know that. I know how 2 year contracts work. I know how insurance works and I already went through the whole Samsung not wanting to uphold their warranty bit and wanting to charge $200. The same reason I was rude to him is the same reason I'm going to be rude to you. You're not helping, you do not have this issue, and you have nothing to add to this conversation. We would not be posting on this forum this our issue was resolved by either Samsung or Verizon. We have all tried to contacting them already and already know the solutions they have offered or not offered. This is not a my AMOLED screen cracked without any misuse or any other damage what should I do thread.

Psychonik

Dandoonfxr if it was a corporate store I would take it back and explain that Samsung won't do anything about it. If it wasn't a corporate store I would call Verizon and explain your issue and that you already tried with Samsung. They are looking at these forums and do keep records of reports of this issue that so many people are having.

japetty

There are 3 that can solve your issues Samsung, VZW and yourself and since you say Samsung or VZW won't solve the problem you are complaining about then that leaves you to solve your own problem. Go do it!

Child Item