Cracked screen is a defect, not due to abuse.

[firesteed]

Samsung is of no help either!  We have 4 Samsung phones, and 1 had this issue. Within 3 months, the screen cracked. Was fine one moment, gone the next. No dropping, no pressure, nothing. Unless you consider sending a text as "ABUSE".  I called Samsung, explained the situation, and they asked me to send the phone to them.  I did. I got an email today saying it was determined the crack was caused by Abuse.  I have done more research. 1 out of 8 S4 phones will experience the same defect, a cracked screen from no user cause.  This is a design defect.  Verizon should force Samsung to take care of their customers.  There are too many customers with the same issue. The other odd thing I am noticing is a lot of them have the Gorilla Glass added onto the S4.  Maybe there is an issue with the Gorilla Glass not allowing heat to escape as it should, which then causes a crack?  My son also has an S4, and has had it for over  a year, no problems.  My husband is a bit more responsible than my son taking care of his phone, yet his cracks? really?? The problem is, there is no recourse for the consumer on this issue. Samsung just passes it off to "ABUSE" and then fails to deal with their design issue.

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[vzw_customer_support]

I'm sorry the screen was cracked on your device firesteed. I can understand how frustrating this has become but I'm happy you were able to reach out to the manufacture. If they have deemed the phone damage is not due to issues with the device, I recommend that you allow us to review all your replacement options for that particular line. That line may be eligible for an upgrade or have insurance. We can take a look if you send us a private message and help with your options.

Kinquana_VZW
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