i have just experienced the same issue i haven't even had the phone long enough for my bill to be due yet. The phone is never in any situations where it wouod be damaged when the screen cracked it was sitting alone on the kitchen table. i had just gotten done on the phone put it down on the table went back to tending to my dinner when i went back over to answer the phone again the screen wouodn't work. I tried doing a battery pull still nothing and the screen isn't visibly cracked I took it to my local verizon store and the rep was very rude and so was the store manager the store manager was yelling at me stating that the screens don't just break and that I had to have done something to it to crack it but it might not have been done at the time of crack being noticed. I wouldn't have a problem paying my insurance if I caused the damage and there has to be a better solution from Verizon other than shouting store managers stating that either you can pay the insurance deductable or you can pay $500 for a new one but either way you will need to pay for it AGAIN. I really don't appreciate verizon manager calling me a liar and yelling at me when it can only be described as a manufacturer defect. I have a loyal verizon customer for the last 5 years and have NEVER been treated that way i called the cs number and I also got the same excuses and unexceptable solutions they did credit my account $50 which i accepted as compensation for the way the manager treated me when at the store I am still currently waiting for the stores district manager to call me back as well as to contact samsung when they open back up. I asked for the phone to be replaced at the store under warranty as they have always done this for me at which point the store manager advised me that they have never done, well i know for a fact that they do because i have had 2 phones replaced there as well as taking my brother to that store to have his phone replaced free of charge without insurance just for a favorable survey review. Not only this store but the entire verizon company gets my vote of no confidence in their system and policies as well as a F- in customer service for this experience I feel really bad to all of the customers including me that just got duped out of at least $250 for the phone and the replacement. way to go verizon and samsung way to stand behind your products and your cusomers I would definately give you one finger up its definately not a thumb!
hey, i had this issue twice... whatever happened with your phone?? I literally just got off the phone with VW and they are charging me 150, for the device I returned(which was damaged by me afer 4 days of owning it) and then another one that I already paid 100$ for to insurance and I don't know if I want to just cancle now or what to do... Just lookin to see what happened with yours.. - Thanks
Screen cracked on my Stratosphere while inside the house (after being outside) Just doing normal stuff with the phone in my pocket. Was told by Verizon that I was SOL and that I should no better than carry a phone with a large screen in my pocket.
funny, this never was a problem for the 3 yrs I had a Blackberry Storm No insurance. Does anyone know if there is any point in contacting Samsung about this obviously common problem or will they just do the same run around as Verizon
Seems to be an issue with the phone. Wife just barely dropped the phone on to a carpeted floor (less than 2 feet) but we now have a cracked display as a result. There is NO damage to the exterior of the phone. We live in Colorado and are in/out alot so I suspect it's more of a hot/cold issue than an impact issue but Samsung doesn't have any "known issues" listed with this device.
Just spent the last hour or so on the phone with Asurion, Verizon and Samsung.
Asurion will replace the phone but wants a $99 deductible. Being a Verizon customer over 10 years (started with AirTouch years ago), this is upsetting. I've had replacement devices sent in the past for no charge. Seems Asurion recently changed their policy about costs and this is in the "New" insurance contract. Personally, this sucks...
Verizon had me re-activate the old phone on our account so we could get up & running but they will charge the FULL RETAIL VALUE of the phone when I send it back for replacement. Again, this sucks as well.
Samsung said they would repair the device for $119 (inc. shipping both ways). The supervisor also suggested I go to Amazon & get a new screen & DIY for less.
All told, this experience is causing me to re-evaluate my continued relationship with Verizon.
Hopefully someone from Verizon Executive Management monitors these postings and will make things right for this long time customer.
Chris
Thanks for the DIY tip. I searched for Droid3 screen and found http://www.dealsishop.com/motorola-replacement-screen-digitizer-droid-3.html
Can't figure out why after all of the phones I've had over the years and never having a cracked screen, my stratosphere which had been replaced due to web browser issues twice, has a cracked screen. It normally lives in the cup holder of my car, on my desk at the office or on the counter at home. Rarely is it in my pocket. Worked fine on the way home from work, went to use it at home and found a cracked screen and no display! Verizon rep said it would have cost me $150 for the deductable if I had the insurance...$150 for a phone that cost me $100! If I expected the need for insurance to cover a potential problem with a device that I would assume had been tested for everyday use and found to be durable, I would have never bought the phone! Verizon, you charge me a higher rate than your competitors, I've been a customer of yours for well over the past 5 years and the only option you give me is to use an upgrade on another line on my account? What about the replacement of that line's phone when the time comes? I'm not really into the idea of being held hostage by requiring me extending my contract another 2 years with the upgrade either. Study and learn from your competition, if you don't they will take care of your customers for you.
My daughters phone just did the same thing. She was texting and the screen went black. After removing the battery and rebooting she noticed that the inner screen was cracked. This phone was not dropped, was not subjected to any excessive heat/cold and had no external damage. Since she had dropped her first statosphere and the outter screen shattered this phone was in a hard case. I was sitting right there, so she isn't lying about it. Went to the local verizon store. Was told that we had to have done something to damage the phone. I told the rep that if verizon phones break by simply sending a text they have a problem. Was again told it was our fault and to pay the 100 insurance deductible if we wanted a new phone. Guess I am going to have to do this because she is going out of state this week and I dont want her not to have a phone. Glad I checked to see if anyone else had the same problem. I think for the amount of complaints I found that this is a defect with the phone. I do intend to write formal complaints to both verizon and samsung. If they do nothing then I guess I will file a complaint with the BBB. I know they wont care but at least I will have tried.
So you don't like how the information was given to you??????
okey..
we bought a stratosphere and my daughter loved it until one day the LCD screen cracked on her. i figured she had dropped it a few times and stress cracked it so i went to verizon and we got a new one and paid through the insurance. but yesterday my daughter showed me her phone that had been sitting on her bed charging when the screen cracked. It was fine she was talking to her friend and her phone died she plugged it in to charge and went to check it and the screen was cracked in several places and wont work. She wants to go to verizon store to fix it but i am worried they are going to pretty much call me a liar and say she must have dropped it again. I remember a few years ago Nintendo had the same screens in DS and they recalled some because the screens overheated and cracked for no reason. I am willing to bet this is the problem but based on the other messages here, i am kinda reluctant to go in because if they call my daughter a liar while i am standing there, i might get a wee bit upset and cause a scene.
Kclilback, I can understand how this would be frustrating for your daughter's screen to suddenly crack when it hasn't been dropped or damaged. I can certainly review all your options and see what we can do. Please send me a direct message including her number and I contact number for you. I look forward to hearing from you soon.
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AyaniB_VZW
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