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Very disappointed in Verizon. This is not the Verizon I know.

Ok, it looks like I cannot paste my text, so I will have to add it as an attachment.

Synopsis:

Samsung phones have a manufacturer's defect where the screens crack internally without misuse. My phone is the Samsung Galaxy Note 3 and after 3 days of usage this problem occurred. I did not drop the phone nor did I press on it too hard. Verizon needs to honor the manufacturer's warranty and replace these defective phones instead of referring us to the warranty program.

ComplainttoVerizonWireless.docx

Comments

Tidbits

All carriers and retailers will do the same thing. Anyone could say they didn't drop it or what not. I wish you luck, and hope you can figure something out.

amadeus1171

Here is the thing, I am not the only one this issue is happening to. Many

others have been complaining about the same thing and Verizon does nothing.

Verizon needs to take ownership of this instead of passing the buck onto

the consumer.

I am putting this prediction out there. Within the next 6 months I predict

that Verizon, Samsung, and all other companies associated will have a

lawsuit on their hands concerning the cracked screen problem.

Tidbits

I bet not... If it was going to happen it would have already happened.

amadeus1171

Give it time. Not enough people are pissed off yet. It only takes one really pissed off person to start a class action law suit.

jroeder

That is a funny :smileyhappy:

Let's say I drive a Dodge Challenger.

I did not buy it directly from Dodge but I am a Dodge customer because I am using a Dodge product.

Sometimes I feel people just want to argue to get someone to fix something when it isn't that persons problem to fix.

Your phone has a MANUFACTURER defect as you stated, meaning the MANUFACTURER replaces the phone. For some reason you think Verizon is the MANUFACTURER to a SAMSUNG phone..........

They are not. Tidbits was giving you friendly advice that if you have a MANUFACTURER defect with a SAMSUNG phone, then you would speak with SAMSUNG who is the MANUFACTURER of your phone, to replace it.

Stop trying to argue this. Call Samsung or deal with it.

Verizon isn't going to do anything since Samsung has not released anything to any carrier about that being a manufacturer defect, which is on Samsung's shoulders.

Good Luck :smileyhappy:

jroeder

To further add to that, here is an idea of how a conversation would go between Verizon and Samsung if Verizon tried to send it in as a manufacturer defect

Verizon-Hey I am sending in a Note III with a cracked screen due to a manufacturer defect with your materials.

Samsung-I am sorry but we do not currently show that issue as a manufacturer defect with us. If the screen is cracked it was due to misuse from the customer and not due to faulty materials from us.

Verizon-Okay thank you for your time.

This would go the same way with AT&T, Sprint, T-Mobile etc......

The carrier cannot send in a phone as a manufacturer defect if the manufacturer denies that the issue is a defect with their product/materials.

So Verizon can only use insurance as an option to replace your phone.

amadeus1171

They should replace it outright and send the defective phone back to the

manufactur. 'Sorry that I did not make that clear.

Tidbits

Manufacturer agreement doesn't make that happen... You still have to prove it's a defect...

You could have simply bumped it without realizing it. I had my son do that more than a handful of times and once he actually cracked his phones screen.

So until you can prove it's a defect courts won't help you and Verizon can't help you get a replacement under warranty.

99% of all broken screens(all carriers, and all devices) have been user error in some form. If it was a defect then there would be more than a handful of stories(and not repeats of the same story, by the same person on multiple forums) as it would affect batches and not a device here and there(glass is made in bulk and if a bunch in the batch is tainted then the whole batch would be recalled).

If you noticed the whole story there hasn't even been documentation on which batch these devices came from and which factories.

amadeus1171

I got the same excuse from the Verizon store. I did not damage the phone.

The screen is cracked from the inside. The phone shows no external damage

and has been kept in a hard case and is otherwise pristine. Whenever I

transport the phone I always have it in hand. The only thing I can think

of is that the warm day of 82 degrees in San Diego exaserbated some

imperfection in the glass and caused it to fracture.

So, the empirical evidence is as follows:

The screen is cracked from the inside.

The phone shows no physical damage from the outside and is otherwise

pristine.

It was 82 degrees in San Diego when the internal screen crack manifested.

I had use of the phone for only three days before the screen became cracked.

japetty

Tidbits and Jroeder what you guys are saying is correct. I think you are beating your heads against a stone here. VZW or Samsung is not going to replace the phone outright. The only thing left besides large large headaches for this guy is if he has the insurance pay his $99.00 the in insurance will send him a refurbished phone. But I can see this thread is going to be one of those that goes on for pages and pages and everyone saying the same thing as was said here and this guy with the same argument. Good Luck, maybe you would have better luck if you went to VZW corporate Offices. The people you are arguing with here won't help you any more than what you have already been helped. One thing your problem is with the Manufacturer not with VZW who just passed the phone on to you. VZW is in the mix but not liable, Samsung is the liable party...

amadeus1171

Do you think it's right for a customer to pay an extra $99 for a refurbished phone when the original only had 3 days use due to a defect?

Tidbits

Can you prove it was a defect, and you didn't accidently unknowingly bumped it against something? Seriously man if you believe it is a defect, and you did nothing to the device do the legwork, and make Samsung fess up.

amadeus1171

I've actually found others that are experiencing the same issue and we are

forming a class action lawsuit. Wanna see the crack? I don't know if the

picture will show, but here goes.

20140215_132801_2.jpg

Tidbits

Too me that looks like something hit it more than some random breakage... Reminds me of my son when he hit the door frame on his way out to school.

amadeus1171

Thank you for the advice. I will use it.

amadeus1171

What does random breakage look like?

And what would it look like if something hit it? If something hit it wouldn't there be some kind of external evidence, such as a scratch on the glass?

Tidbits

not if it was in your pocket, or a pouch... My son has done it before(actually more than once). One of the reasons why I get insurance for him.

amadeus1171

If you will look closely at the origin of the fracture you will notice that it begins as a very small straight line. I would love to see the internals of this phone and what is below that line.

unknown

I recall the fuss over the GS3 glass breaks well. Every single one of these supposed , "glass break, no drop" claims admitted the phone had been in a pocket. ( and they always put cell phones in their pockets before without a problem.)

All the pictures posted looked like stress fractures from bending the phone or a single impact fracture, from being hit in one spot pretty hard.

I'm not saying there were no defective GS3 or that this phone isn't defective. I am saying you don't have any proof, which is what you must have to support a class action suit.

I also think the insurance for phones needs overhauling. Most policies have a deductible equal to the cost of glass replacement. Which I imagine about 99% of claims are for glass. What a scam! $8 a month, $96 a year and a pretty much guarantee never to have to pay out for a repair.

amadeus1171

And that's what Samsung counts on. Lack of definitive proof. I'm pretty sure this was an actuary decision. It's cheaper to deny and accuse the consumer than to fix the phones. We're all just dumb, oafish brutes, after all, that smash our phones every chance we get.

unknown

Oh, you better believe it! They pay those guys big bucks to know what claims will cost them money, so that can generously cover everything else.

However, in the case of the GS3 glass breaks, everyone who admitted to putting their phone in a pocket, was guilty of mis-handling their phone, but just couldn't admit it.

Tidbits

That's why I said the batches matter. If multiple of these cracked glass happens within a batch it puts reasonable plausibility that the screens are faulty.

Tidbits

In most cases judges have been known that 5% constitutes enough to have a "recall"(replacements) of those within that batch range.

japetty

You will pay much more if you buy a phone somewhere else, even a refurbished phone. I know it will cost more than $99.00 to replace the screen. If you get the $99.00 phone refurbished that will require you turn your old phone into your insurance company that you have your phone insurance with and if you are going to pursue this issue further and waste your time you will need your old phone in your possession for proof or what ever. So if you keep that phone they will charge you more than $99.00

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