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Defective Screen Glass

Just activated a new Galaxy sIII monday, was pumped about it. On Wed. morning I notice my screen has a crack in the upper right corner. I have not dropped or abused the phone in any way. I call VZW and find that they are unwilling to help as screen cracks are not covered by warranty. They expain they have heard about a lot of issue with screen cracks and suggest I call Samsung. I call Samsung and get the same result. Neither my provider, nor the manufacturer will stand behind this product. I have noticed on Change.org there is a petition being circulated to start a class action as many people have experienced this issue. Furthermore, I have learned that the Gorilla Glass used on the screen was once advertised by Samsung as being very durable and resistant to cracks is no longer being advertised... I wonder why? Beware if you are thinking about getting this phone or the Galaxy Note 2 which I also purchased... I hope the screen doesn't spontainiously crack on that also.

Very disappointed in both Verizon and Samsung.

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Comments

Patrick1473

BTW, VZW directs me to Assurion to pay and Samsung will also fix the phone if I pay. Real nice guys!

jaydubyah

I looked at your pic, and i can see an impact point. Looks like something must have hit your screen

Patrick1473

Jaydubyah, you clearly didn't read the original post... nothing impacted the phone whatsoever but the point is... neither VZW, nor Samsung will even entertain the thought that it broke through no fault of the customer. Also, again in the original post... the gorilla glass that Samsung used to advertise as an impact resistant glass is no longer advertised for their products. There is an issue that neither company will take copability for.

Jax_Omen

He may or may not have read your post, but he did VIEW the image you provided of this screen crack. So did I, it's clearly damaged, you can see where the impact point is on the top of the phone, near where the front facing camera is.

Patrick1473

This so-called impact point is not an impact point... again, there was no impact. There is a tiney piece of missing glass but again no impact happened. Idiocy!

dg_round_rock

My wife and I both have 2 month old Droid Razr Maxx "smartphones". We had these sent to us as replacements for the Droid Razr's that would drop calls left and right, begin flipping through all apps erratically at lightning speed,(had to find a technique to stop that once it started - with no warning). The phones would get extremely hot once plugged into their chargers, then following the expected all night "charge", would be barely charged more that a few percent (sometimes 10 percent or less) after 8 hours, not to mention (or did I mention?) the black screen that would pop up at any given time unannounced.

Well our Droid Razr Maxx's are following in their predecessors footsteps-note for note- line by line identical erratic behavior, except for 1 thing: BOTH OFOUR DROID RAZR MAXX's SCREENS CRACKED WHEN WE WEREN'T LOOKING!

I'm a Pastor, and after waking up early for prayer, I have the habit of laying the phone next to me for an hour and a half, which is when the phone should alarm for the 2nd time in the morning. It had a "strange line" that ran up one side and across the top: THE PHONE'S SCREEN HAD CRACKED! Because I laid it on the carpet next to me on its back! (That would certainly damage it- that was in the manual & videos). I called Verizon Wireless, and they told me that there was "No Known Cause", and insinuated that I must have damaged it, therefore I should contact the insurance company since there was "No Known Cause", and that this had (and I quote) "Never Happened Before". I certainly let him know that I'm not willing to lie to avoid an insurance deductible, and if I did something to physically damage the phone, I wouldn't call them to take care of what would be my responsibility- I would take care of this myself!

That was my story. Here is my wife's:

About two weeks after my mysterious phone screen crack, while driving, my wife had laid her phone on the console of our Yukon XL. The screen on hers was fine the night before, even though she was experiencing the same dysfunctional issues regarding the phone's functionality. She looked at a phone laying there on the console, and assumed it was mine because of the cracked screen. IT WAS HERS! HERS HAD CRACKED AS WELL! Our response was to call Verizon. What was the resolution? Nothing was done, just the same speech - that there was "No Known Cause", and that this had (and I quote) "Never Happened Before". Since that time, I found the discussion, or blog,(whichever is appropriate) on the Verizon website that asked the "64-million-dollar-question", Why is it that over 60 Complaints have been made to verizon about the razr screen cracking, and there is still no known issue ? Any answers Verizon? (This question is Not Answered). So there is quite an established precedent for this screen cracking in the Droid Razr Maxx since 2012, yet there is still "No Known Cause", according to the Verizon rep. I informed him that I had a former career as a customer service representative, and consistently received awards for top call quality, and customer satisfaction, and I understood that there are scripted answers that we were instructed to say to customers, and that I also could tell when there were genuine customers that would have unusual circumstances that would require unique consideration, and I would involve my superiors to the greatest degree possible so that the necessary accommodations would be made for those customers. It is evident that Verizon (if this representative is following in the footsteps of the over 60 complaints that seem to have been swept under the rug) doesn't operate by these ethics-even in the slightest!

One more thing happened with my wife's phone: tonight as we were out to eat at a restaurant that has a hard rubber covered floor, her phone hit the floor, falling approximately 12 inches. Her screen that had the crack, now looks like a bullet hit the screen. (And classically in ethical fashion that we've experienced from Verizon up to this point, they'll probably use this as a reason to justify doing nothing)! Shameful for what I assumed was a quality organization. I guess it's true that what's done in the dark will surely come to the light, and your sins will surely find you out! Shame on you Verizon to destroy the public trust!

I'll print the other voicings with this similar concern, and go to my local Verizon store to see what they'll do to resolve this, and I'll plan to follow up with this discussion with the results. Stay tuned.

DG.RoundRock

dg_round_rock

One thing I forgot to mention on my last discussion: My wife has a history of seizure activity, and therefore we need to have a means of contact at all times, especially for medical emergencies. The phone literally can take on the form of a lifeline, and this type of dysfunctionality,(the phone), and the across the board lack of concern (the people) sets a tone based on more than our exclusive experience that needs to change.

Again, Stay tuned. We'll see where this goes!

DG.RoundRock

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