Child Item

Site Totals

61363 Questions Answered 267 Categories

6 day old S21 + Screen Cracking**

I just traded my working and looking fine S10 phone in for the S21 plus 6 days ago. I've honestly not dropped it or left it anywhere in temps, etc. and the screen has already cracked on both sides with one side being pretty bad (right beside the volume up/down button). I am not happy! What in the world would cause this? Are these that bad? Has anyone else had this experience before?

Comments

acraftylady2

If it's only 6 days I would take it right back.

Verizon_Support

LAR79, we want to be sure you have a phone you'll enjoy, especially if it the screen is cracking. We would recommend taking the phone to a corporate Verizon Wireless store during the 14-day return timeframe to be inspected and review possible replacement options. Here's a link to help you find the nearest corporate Verizon Wireless store. https://www.verizon.com/stores

LAR79

Hello and thank you for your response. I attempted to get a replacement and lets just say the Verizon rep FROM THE LOCATION I PURCHASED just days before was not very helpful. I told him I have not dropped, jarred, hit, caused ANY damage to this phone and or screen protector to only be argued with stating it could have happened just by sitting with it in my back pocket! I again for the 4th time informed him I had not and asked so what you're saying is there is NO possible way the screen/screen protector had a flaw??? To which he replied no. Well something is flawed. First of all I purchased the not so cheap pure gear screen protector. He glanced at my phone not even touching it and said its just the screen cover. Now how am I and him to know that for 100% without him actually inspecting it? So of course he recommends an even pricier liquid screen protector, not in stock, has to be shipped, and will put me beyond my 14 days! I understand things happen but this is ridiculous customer service and pitiful product whether it be the screen or the actual protector. I just made a huge purchase, well for me it is. I told him I'd like a replacement to which is looked at me like I was crazy and said umm why...its not your phone. I thought it was no matter what as long as its requested within the 14 days and I was on phone about this issue 6 days after purchase and been to the store. What else would you suggest? Monday 6-14 will be exactly 14 days.

LAR79

Thanks, I have tried just to be told by him "glancing" at it oh its just the protector. Umm how do you know when you've not laid your hands on it? Plus I've NEVER had a protector crack 3 days in, especially when I have not damaged it. I'm going to try to post the pics and pic of the case I have it in. The crack on the right side (right where the volume up/down button is) has now stretched cross to the left side and also down. Just upsets me, its not like any of these products are cheap.

acraftylady2

Read the updated warranty info. Have you lifted the screen protector to see if the actual screen is cracked?

https://www.verizon.com/support/return-policy/

Child Item