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anyone had problems with "gorilla glass" besides me?

Has anyone besides me had a problem with the "gorilla glass?"

It loos as though it was necessary to make a thin display cover in order to keep the device thin and it because necessary to use the more expensive corning product. HOWEVER.

The Android Razr fell from a height of about two feet, onto my foot and bounced onto the floor. the glass shattered. gorilla glass? nice marketing ploy. When I brought it up to the service department Verizon said it was not their problem as the unit was two or three days beyond the bumper to bumper warantee and Motorola, almost impossible to understand the oversees agent, reading from a script, was unwilling to help me unless I paid them $150.00 ..

I have a feeling that I am not alone here and that, some day, when it is too late, there will be a recall on these devices or a slap on the wrist to Motorola. Motorola went through some hard times about 25 years ago and made a remarkable turnaround through a series of moves. Now, I wonder what will be next with them.

Comments

bearone21

gorrilla glass helps with scratches, not being dropped from 2 feet, "IF IT REALLY WAS ONLY 2 FT"???

verizon customer service folks aren't necessarily the dumbest folks on the planet.

"overseas customer service agent", every one i've talked to, since back in gte days, has been in the good old us of a.

ATW74

I also have a droid razr and the screen cracked in two after falling 2 1/2 feet unto a laminate floor in my house. It was marketed as protection from normal drops. I do not know one person who has never dropped a cell phone. This phone can not take everday wear and tear. Look at other posts and reviews.

kblgy

i have a razr maxx that currently has a scratch on it.gorrilla glass and all.i think i'll call customer service.

Cody21

I had my DX for about 18 months - not a single scratch on it .. Then again I never dropped it from 2+ feet onto a hard surface. I think I dropped it from my arm chair once or thrice, but onto a carpetted surface ... It was very robust for me .. So far so good with my Razr Maxx as well ... I dropped it a few inches when poicking it up one time onto a table ... no breakage ... knock on wood.

kblgy

i just got off the phone with customer service and they they say they are not responsible for the scratch ,yet thet have it on the site being scratch proof.but it is fully functional, also he is trying to say i only have a one year warranty? last i checked if i have ins on my phone it's covered under a 2 year warranty.

draythomp

I have stuff in another thread about this as well. I had my screen break, without it being dropped....ever. I was taking a picture and the screen cracked vertically from top to bottom. When I took it to a store for examination (I wanted to know what happened), it cracked again horizontally right there in the store while the rep was watching. I called Verizon, no help, called Motorola, no help, insurance company and got the phone replaced.

Then another poster on this forum suggested I contact Corning. Initially, they gave me the canned response that the glass was tough, but it would break under enough stress. This was exactly what I expected. Then, surprisingly, they contacted me again and wanted to examine the phone. OK, I would have loved to have gotten that note a few days ago, but I had to return the phone to the insurance company to avoid a huge payment.

So, if one of you that has a broken screen still has the phone, contact Corning. I used the URL: http://www.corninggorillaglass.com/ and clicked on the 'contact us' link at the bottom. It was a few hours until the first non-committal response. I replied to that one and then I got a real person that sent me a mail.

At the very least, they seem to be taking us seriously.

draythomp

Meanwhile, I recommend we expand our complaining by posting everywhere we can think of about this. For example, I've posted on some forums, blogs and Amazon.com. If the word gets around and some of the news sites pick it up, it'll go viral and Motorola will NOT be able to ignore us anymore. Verizon doesn't want the bad publicity of an extremely fragile phone ricocheting all over the internet. Especially the RAZR MAXX, the battery life and capabilities of this phone are awesome and a shortcoming like this could kill it.

The internet can help us if we let it.

B33

I had a couple of those butt pucker moments too Cody the edges of the Maxx can be Slick an when you think you Got it Boom it Goes out of your Hand's As soon as I can i want to get me a Body Glove Case they have them Now at the android Central Store.com for $23.99 or $29.99 an Verizon might have them in stock as Well. I really liked using it with my Incredible.. b33

Tidbits

It is added protection... It doesn't mean it will not break or get scratches... just reduce the chances... Also it depends how the cell phone lands as well.

B33

Yup that's right Sir you still have to be careful.. an i thought you went to sleep on me Tidbits b

uncnqrd

Similar problem. I posted on this thread that has a ton of similar stories:

http://www.relaxing-fun.com/android/droid-razr-maxx-broken-screen/1938

Here is my experience that I posted on the previously mentioned site: "Just received a droid Maxx yesterday and one large crack from top right down the entire screen to the bottom in less than 24 hours. It is my sons. Not exactly sure what happened but he said it wasn’t dropped or anything. He had the original droid for over 2 years w/o any issues. All my other 5 droids never had trouble, droid 1, droid 2 global and droid 3′s"

And Verizon said too bad nothing they could do.

B33

uncnqrd wrote:
Similar problem. I posted on this thread that has a ton of similar stories:
http://www.relaxing-fun.com/android/droid-razr-maxx-broken-screen/1938
Here is my experience that I posted on the previously mentioned site: "Just received a droid Maxx yesterday and one large crack from top right down the entire screen to the bottom in less than 24 hours. It is my sons. Not exactly sure what happened but he said it wasn’t dropped or anything. He had the original droid for over 2 years w/o any issues. All my other 5 droids never had trouble, droid 1, droid 2 global and droid 3′s"
And Verizon said too bad nothing they could do.

Alright you Got my Attention an if this is An i Will Stress a Manufacturing Flaw it's something that needs to Pushed Hard at 3 Not just 2 not just or 1 of the ones in the Circle. Verizon , Motorola , Corning it should be on Corning's plate as they are the Manufacture of the Glass But it's in a Motorola Product and is being Sold By Verizon. So one these Companies Need to step up to the Plate an Hit a Home Run on a Solution an Very Soon. As these Devices are not just Being Sold Here but in other Countries as Well..b33

draythomp

What's amazing is that they are still claiming they never heard of it. I guess it's marginally possible that this is true, but more likely, they're supressing complaints like this to avoid problems. It would be real easy to say, "Never volunteer information on other customer's problems during a support call." on one of their service scripts. That way they aren't keeping the information secret, just following policy.

My replacement phone is inside an otterbox now. Nice case, but too late for the other phone.

B33

Well if you Look on ifixit an Watch Closely to the Videos on you Tube you can See how the Frame or Back bone of the phone is Constructed..

B33

draythomp here are some owners that are Talking about the Glass issue Via the Motorola Forums:: b33

https://forums.motorola.com/posts/ff18933f0b

draythomp

Good catch B33. I just read the thread and posted there also. Maybe, just maybe something will come of this if people keep dinging the three companies until it becomes clear there is a problem. That is a problem other than their unwillingness to listen to the customer.

KT331

Same here after around 9 months of use my daughters phone has two cracks and Motorola says it's customer abuse, yet they find no physical damage to the phone to back it up. They stopped communications and just sent the phone back to us not repaired. Nice customer relations they have going there!! I guess we are all liars!!

mushkers

that having been said, the phone is lauded by verizon and motorola as being resistant to that sort of thing. dropping a couple of feet,and cracking and/or scratching, no matter how it lands, does not sound like a "feature" to me. i put this posting here to see what others have experienced about this. apparently it is a problem. i am sure that they have addressed the issue and decided that it is not hot enough to deal with. so it is "to hell with them". haven't we seen this cover up before, many times, with other companies, like dell and toyota and joe camel? if you have an item that is vulnerable to cracking (thin= a need for strengthened glass) you must recognize that weakness and stand behind your product. i don't want to degrade the nice animal, but, doesn't this sound like a weasel to you?

mushkers

by your own statement you have not dropped it, except onto something cushioned. if you treat your phone like a baby you may beat the odds, though this model's design seems to tend to slip out of the pocket. chances are, though, that if you use your phone in a normal manner, sooner or later it will drop. there are forced announcement on cigarette packages cautioning you about the health of that product. had that announcement been on the razr i, for one, would not have bought it.

deception is the worst kind of lie. to motorola's credit, i must say that there are surprisingly few responses here to my posting. nevertheless, it is a serious issue and i feel that they are remiss in their obligations here. do no evil? i wonder.

draythomp

There are a lot of people besides us that are having this problem, they just don't post here. There's a link somewhere here to about sixty people that have had the problem and a thread on Motorola's own forum. I recommend that everyone that had a screen break, go to Amazon.com and post about it there. People look at the Amazon site for reviews on things and that might get their attention. Additionally, if you know someone at CNET or a site like that, get a reporter to start reporting on it.

Bad press is a strong motivator.

mushkers

well said. i, for one, will leave a posting on amazon.com. maybe, with exposure such as this, someone with a link, like CNET, will pay heed. it is really too bad because these people really did their homework on the engineering end and just had a flaw that demands more addressing. maybe it is a serious engineering issue and could compromise the phone if it was corrected. i can see several possible issues there. meanwhile, their public relations/servicing department is handling the pressure as the executives see fit. what to do or just ignore it. there is much more to that than is in the consumer side. there are deals cut with the glass company and its constituents. there's the whole food chain there that has to be addressed.

i have to give credit where it is due though. even though the glass has badly shattered, the device has still functioned and it is a very well performing computer. there seems to be some ingredient embedded in the glass that gels or seals or reseats the crack. it is badly cracked and it is amazing to see.

sorry for all of the words.

draythomp

I agree, it is an awesome phone as far as capabilities, quality of the display, and sheer beauty of the form factor. I love the phone, hate the fragility of the device. I have mine in an Otterbox now and it looks like a diesel truck; albeit a nice safe diesel truck.

It certainly isn't thin any more.

B33

Part of the Transformer Line Lol

bearone21

is the otterbox a protective sleeve that slides into a clip-on device, that hangs on the belt?

draythomp

Best way to describe it is to tell you to take a look at it on Amazon.com. It's a hard case surrounded by a soft case, held in a holster (if you use it). It even has a cover for the screen to keep you from actually touching the glass. Quite the armored truck for a phone. Looks cool in an industrial kind of way; certainly not a dainty item.

B33

Bear i went a searching for some Facts on the Otter Box Cases an here are a couple Links to take a Peek at just that. These cover the Defender & the Commuter Cases for the Razr Maxx b33 :smileyhappy:

http://demandware.edgesuite.net/aaez_prd/on/demandware.static/Sites-otterbox_us-Site/Sites-masterCatalog_OtterBox/default/v1336035748747/pdfs/mot2-rzrmx-info.PDF

http://www.otterbox.com/RAZR-MAXX-by-Motorola-Defender-Series-Case/MOT2-RZRMX,default,pd.html

http://www.otterbox.com/RAZR-MAXX-by-Motorola-Commuter-Series-Case/MOT4-RZRMX,default,pd.html

http://demandware.edgesuite.net/aaez_prd/on/demandware.static/Sites-otterbox_us-Site/Sites-masterCatalog_OtterBox/default/v1336035748747/pdfs/mot4-rzrmx-info.pdf

bramkers

Bram

I ha I have a droid Maxx of which, out of the blue, the amoled screen cracked. NOT the Gorilla glass. NOTHING happened to my knowledge to cause this, phone looks as if it came out of the box today, except when you look a little closer you can see it through the Gorilla glass. I’m getting the physical damage blame game from Verizon, although the people in the Verizon retail store seem surprised how this could happen, phone looks brand new. They don’t go very far to help me though. and proceed to tell me that I may be charged the entire retail price of a new phone if they send it in for exchange. I will blow up if that happens, especially after reading all these remarks. Where do we stand with the legal action, I WANT TO HELP

anoolite

Woke up today with my Razr plugged into the USB cable, charging on my bed next to me with a big crack. I almost thought someone took it out of my room when I was sleeping, it was so messed up. I cannot explain how the screen cracked, but this glass is not a miracle product or "transparent aluminum", like we were expecting from the movies. The glass had zero scratches on it because I used a screen protector. Now it is crumbling like table salt. I sent an email to corning. I'll try to get down to the Verizon store and find the guy who sold it to me, but I'm not expecting much.

I would try to fix it myself. Does anyone have a link to a new glass screen with digitizer that is in stock? This is the only one I'd be willing to pay for:

http://www.repairsuniverse.com/motorola-razr-touch-screen-digitizer-replacement.html

B33

I would take it to the Store first thing i have heard that one's have had there Battery get to warm an expand an that caused the Breakage but this is getting Weird for a phone to be just setting there an the Screen Cracks..

Just thinking about a little More How Long was the Battery on the Charger.. There shouldn't been no problem go a little over the time it was done. But if the Battery could have Warmed up just enough for it to Expand or Twist the Frame of the Phone that could have cause the Glass to crack.. Just a wild theory but might not to be to far from the Truth..b33

momandjd

I also have had this problem.....bought the phone in January, 2012....dropped it for the first time from a total height of eight inches....CRACK!! Called Verizon to find out about possible warranty coverage/repair was told that i was on my own to replace the entire phone...NOW, i've had my droid X since Oct 2010 (also with Gorilla Glass) and I have thrown, dropped, kicked and stepped on it...NOTHING, the screen is STILL flawless....WTF???? I for one will not stop looking for forums to complain on until SOMEBODY MAKES THIS RIGHT

B33

Well my X hasn't been thru any of that an it's 2 years old got it the Second day of Re-Lease an it looks like it did the day i pulled it out the Box but i have used Quite a Bit an when some folks use there phones they try to be careful but things can happen. But the Glass that's in these Razr's should take a little than ones are saying there going or doing an if the Company that makes it Cant stand accountable for it then something needs to done.. So as it be..

momandjd

RESPONSE FROM CORNING:

Good Day!

We are sorry to hear that you've had a problem with your device. While Corning® Gorilla® Glass is better able to survive the real-world events that most commonly cause glass to scratch, chip or break, if subject to enough damage, Gorilla Glass, like all glass, can break. We recommend you contact your device manufacture to review your warranty and their repair program.

Thank you

B33

Typical Response!

westampa

Add me to the growing list. Screen broke with no apparent fall, or impact. Hopefully, Verizon will begin to acknowledge that this is a problem. Anyone have any luck lately? I'm not sure if I should send it to Motorola or keep trying with Verizon. The Gorilla Glass manufacture gave me the auto-response.

MOSERBOT

My Razr Maxx was 5 weeks old when I woke up in the morning, took it off my nightstand, and saw a faint diagonal crack going from the mid bottom over to the side. No drops, abuse, etc. This is my first smart phone ever and I treated it very gently. I didn't have insurance and the phone still worked, so no choice but to keep using it.

About a week later the phone slid off the couch and landed face down on a plush wool rug with 1" high pile. I picked it up and was shocked when I turned it over to see a spider web pattern on the face.

How exactly are we to prove that these scratches and breaks are accidental. You can't prove something was an accident Verizon/Motorolla/Corning. No help from Verizon on the issue, just that I'd recently renewed my contract, so a replacement phone was going to run me over $600 - full retail price. With the $300 I paid originally - that makes this a $900 blunder.

B33

Double Ouch! My Recommendation for Customers that take good or great care of there Razr or Razr Maxx and here of Accounts were Razr's are breaking or Cracking possible from the Vibration from the Vibrator might want to shut it Off. This can be Done by going to Settings-->Sounds-->And under the Sound Settings Tap Vibrate an change from what mode you have your Razr Set on to Never an this should Shut it Down. I done this to my Maxx going to give it a Month or Two Trial you might when your Done with that go back to Sound Settings an Un-Check Haptic Feedback as Well.. Give these a Try an see if works for Ya but if this is not what you wanna Try i understand that as Well.. b33 :smileyhappy:

commonsense101

i bet you didnt have a screen cover on

a $2 cover can help the glass from reverberation. Although i've seen someone drive 30-40 mph with the phone on their hood and it fall off and it was fine.. so i always am suspect when i read online someone saying they dropped it from 2 feet onto a carpet. but i guess its one of those things

commonsense101

verizon or MOTOROLA.. lol.

momandjd

$2...?!?!? where do you buy your screen protectors?? Doesn't matter whether i had one or not anyways....all three companies; Motorola, Verizon and Corning have all told me to get bent.

<Personal information removed per >

Message was edited by: Verizon Moderator

commonsense101

ebay?

hopefully you had insurance

Jaxle67

Ive had my maxx for several months now and have dropped it repeatedly despite trying to be very careful with it. Ive dropped it at work from a height of probably 4 foot onto a concrete floor. When i picked it up i expected to see damage but to my suprise there was none not even a scratch. Im sure that corning is aware of the problem but doesnt want to acknowledge it. More than likely they had a flaw in the maufacturing of the glass at some point hence all the complaints about breakage. They should certainly makegood on the issues but if they do its probably going to be awhile since as of now they dont even acknowedge a problem exists. I hope this gets resolved for everyone affected. Certainly is a lot of money to pay for a device that cant take the rigors of real world use. Jesse

B33

That's What i'm thinking there's a big bad batch of them out there. When i ordered and got my Maxx is when the Orders for them went thru the Roof. They had 0 of them in the stores And i would say the Production Lines was pushed hard to get them out Some were something is go to Give!!..b33

donel

I recommend you get in contact with the respondents and possibly get the serial numbers of the phones with the broken glass problem. That would help narrow your search down to a possible batch idea.

mls3331

as soon as i got my razr maxx as i do with all phones i get, i put a protective clear cover on the screen. does it help...who knows, but so far im 2 for 2 in dropping the phone with no problems

B33

Not Really My suggestion is it could break with or With out it..I never use screen protectors on my Droids and i have had my Droid X for two years and it looks as New as My Maxx not one scratch Dent or Mark the only thing i have had in is my Flip Leather case i bought at Version the Same day i Got my X.. i'm using this case for my Maxx right now..

April38

Had the same exact issue! I had my phone for one week and it dropped from my chair to the floor, less than 2 ft and the screen cracked. Called Verizon they said not their issue I should call Motorola. Spent an hour arguing with Motorola to find out the people I was talking to were overseas. Finally gave up. Every phone I have ever bought has been Motorola. No more, that was the worst customer service experience. I had the original Droid for 3 years and that poor phone took quite the beating over the years, never a problem. This supposed "Gorilla Glass" broke easier than anyone could ever imagine. Hopefully someone will step up and make this right for everyone. $200 was a lot to spend on something that broke so easily. Of course I was told I could claim it under my insurance, but why should I have to spend $100 because they made a far less than superior product.

citizen99

(FYI if you have an iphone purchase Applecare, they cover cracked screens.) If you have a droid, purchase WPP/TEC insurance from Verizon because nothing ever "breaks on its own"... if you purchase this insurance then Verizon has other options for getting a different phone. Such as a CLNR, call customer service to find out about it. It's worth it.

Unless you paid the full $600-$800 full price for the phone you haven't actually "bought" the phone. What you did do is take advantage of the benefit that VZW extends to customers in order to make it easier to get that awesome phone. Verizon pays the manufacturer the full price $600-$800, then signs you to a 2yr contract, then over the next 12-18 months attempts to "BREAK EVEN" on the cost of the phone through the "monthly access charge". This is why they don't just "give" you a new phone. This is also the reason why ETF's are $350.

BarryH

Add me to the mix - 3 months with this phone. Feel off coffee table onto wood floor (less than 2 feet). Had my Droid X for 2.5 years with barely a scratch. Now I'm screwed.

Swaneund

I had the same problem... did not drop my phone, in the pocket of my shorts and the screen broke... what a piece of junk.

DrDavidEP

Just sent them an email - hopefully will hear back from them with SOMETHING. I just received a replacement device from Asurion 3 days ago, and a few minutes ago...the screen cracked, and now the display doesn't work. It was only 3 weeks ago that my 2nd motorola razr maxx became UNUSABLE because of a broken screen. VERIZON WIRELESS - PLEASE FIX THIS! WE DON'T HAVE MONEY TO KEEP SHELLING OUT $99 TO AN INSURANCE COMPANY EVERY TIME A PHONE THAT YOU SELL US, AND ENCOURAGE WORKERS IN YOUR RETAIL STORES TO UPSELL, BREAKS DUE TO FAULTY MANUFACTURING AND COMPONENT SELECTION (CORNING/MOTOROLA). I suggest you MAN UP, and FIX THIS PROBLEM BEFORE YOU SUCK THE LIFE OUT OF MANY CONSUMERS WHO FOR YOU TO HAVE YOUR LAVISH LIFESTYLES!!!

DrDavidEP

APRIL - your comment : "

. Of course I was told I could claim it under my insurance, but why should I have to spend $100 because they made a far less than superior product. "

SAYS IT RIGHT ON! THIS IS MY SENTIMENT EXACTLY!!! NO CONSUMER SHOULD EVER HAVE TO PAY DUE TO A POORLY MADE PRODUCT THAT FALLS FAR SHORT OF THE RETAIL PRICE OF $599!

AND INSURANCE - $99 DEDUCTIBLES ADD UP QUICKLY - THAT'S A LOT OF DOUGH...NOT TO MENTION YOU THINK YOU ARE ABOUT TO RAISE IT TO $149????

DMDRN36

Please Please "B33" with the mario figure by your screen name... please check your punctuation and spelling. It is not easy to read what you are trying to say much less understand what you want to say.

thank you and you call yourself a Verizon Moderator?

Ann154

The "B33" user isn't a Moderator. He is a user and a customer.

B33

As for for my Comments in the Post i can read them Fine don't know what the Issue is.. but i can read them...

yogi80

Other Gorilla Glass posts indicate the following three reasons for Gorilla Glass breaking:

•Manufacturer fault, a damage batch;
•Device falling or getting tossed;
•User sat down with the device in his back pocket.

I did happen to sit down with the phone in my back pocket, which I had done countless times prior with this phone and previous models of the razr phones, and not once did any glass breaking or cracking occur so therefore it must be abuse. BTW, I did not notice any cracking until I unplugged my phone from the charger and it was so hot I could not hold it comfortably in my hands for at least 5 minutes. I am sure that heat that the non removable battery caused had absolutely nothing to do with it, right???? The phone was approx. 4 months old when this happened and per Verizon was not a defect.

jlronthenet

I just bought my razr maxx hd a week ago. I also bought a outter case for it. The phone wasn't in the case right and when I got out of my truck if fell out of case onto the concret and broke the glass. Now the phone still works but the display does not. You would think that a $50.00 case would be enough protection for such a short drop.

NuDroidUsrr

But you also said that you did not have the phone in the case right? How do you expect a case to protect it when it is not put on right?

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