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S8+ screen cracked already without dropping the phone?

Has anyone had their S8 or S8+ screen crack already? I didn't even drop the phone and there is a small crack on the lower left front of the phone. I don't even know how it happened, but there is a very noticeable crack. It is very disappointing. I tried to file a claim through Asurion; however, there are no replacement phones available and it was put on backorder.

Comments

JAMFAR70

Mine has the same thing..now it looks like a strobe light every time I turn it on..hasn't been 2 weeks since I bought it and now they expect me to shell out more money for insurance to return it

Verizon_Support

It's never fun to have a cosmetic flaw on any device Todl. I would be questioning this as well if the same had happened to me. We definitely want to have a second set of eyes take a look at the screen. Have you been able to take the phone into your local Verizon corporate location or a Samsung center at a Best Buy? Did you notice the crack the moment the phone was removed from the box, or a few days/weeks later?

LaSindaT_VZW

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Verizon_Support

It saddens me to hear that you're having the same screen issue with your device as well JAMFAR70. I can assure you that we never want you to pay for something that was not caused by you. Was the crack present at the time that the phone was removed from the box? Have you been able to take the phone into a store to have someone look at the crack? This can be a Verizon corporate store or a Samsung center at a Best Buy.

LaSindaT_VZW

JAMFAR70

The phone was not cracked upon opening the box. It was less than 2 weeks

after receiving it that I pulled it out of my pocket and noticed the crack.

The same night the screen malfunctioned and haven't been able to even use

my phone for several days now. I did go to a Verizon location and they were

basically no help at all. Just handing me an insurance claim card and told

me to file a claim. They were comparing the situation to buying a new car

and getting into an accident. No help. Just lame excuses. I've been a

Verizon customer for a very long time, I absolutely dread having to go into

a store because about 90% of the time it's a bad experience.

On Saturday, May 6, 2017, vzw_customer_support <forums@verizonwireless.com>

OCRMOM

Same thing happened to me. This past Saturday I noticed, after taking my phone out of my back pocket, that there was a crack in the bottom right part of the screen. I didn't drop the phone, so this makes me even more upset.

I contacted Asurion, & of course, it's $149 to fix it. Absolute bull considering I've been reading that these phones are cracking for no reason.

Wondering if a Verizon store can fix them. I truly do not want to send in my phone or wait for a replacement.

Verizon_Support

OCRMOM,

We truly understand how it feels to have a screen crack without dropping it. It's important that you have a device that's in good condition. Because of this, we checked to see if there were any known defects confirmed by Samsung, but we weren't able to find any. The best option would be to contact Samsung directly at 888-987-4357 for repair options or to file an insurance claim with Asurion.

ShawnteJ_VZW

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ROBMOO49

My S8+ is "protected" by a Spigen case and an Anker glass screen protector that were installed when I received the phone. About a week later I discovered a 3 to 4 inch crack one morning and another has now appeared within the original. I'm not sure if the case is the cause or there is a problem with the lens. The case was an easy install and did not seem to be tight. The phone was not dropped. I've filed an insurance claim with Asurion but this is very disappointing and I'm wondering if this is becoming a problem with the S8 and S8+

_S8plusnow

Same here....a random crack out of no where. Never dropped or placed down hard.

Verizon_Support

@S8plusnow- we are sorry to hear about your device. Have you taken the device into a store to have it examined? Do you have a screen protector or case on your phone?

YeseniaV_VZW

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dexman

I'm wondering if the problem is being caused by putting the phone inside pants pockets where they are subject to being flexed and stressed. My Samsung Galaxy S4 and S7E are inside Otterbox cases and they the screens are in excellent condition.

ROBMOO49

My phone was placed in a rigid two piece case (flexible interior with hard outer bumper) with a 100% Asahi tempered glass lens protector. I agree that keeping an unprotected phone in pants pockets is dangerous. The cracks didn't appear until 2 weeks after I received the phone.

kathy65793

I know I would be sick for a long time if my screen cracked. Apparently the S8 is an incredible phone but it is also the most fragile phone and they know it

https://www.sammobile.com/2017/05/10/galaxy-s8-is-reportedly-the-most-fragile-phone-ever-made-and-repair-shops-are-happy…

Verizon_Support

ROBMOO49, we always want our customer’s devices working perfectly without damages. Let’s look into this further. Has this issue been resolved already for you? How long ago did this occur?

SeanC_VZW

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ROBMOO49

My issue is resolved. Thank you.

Sent from my iPad

SPD10142010

If anyone has gotten resolution on this cracked screen issue, please let me know how to proceed! My husband had the phone less than a week, with a screen protector, and when he took it out of his pocket he heard a pop and there was a hairline crack on his screen. It has since spread across the phone. We have called Verizon, who told us to call Samsung, who told us to call Verizon, it is turning into a blame game. Any advice on how to get this phone repaired (without having to not have a phone for 2 weeks) or replaced would be appreciated!

dexman

If the phone is covered by insurance, contact the company. If not, I would take the phone to a corporate Verizon Wireless store and see what they say.

_S8plusnow

Everyone assumes this is due to negligence, however I am extremely careful with this expensive phone and would never put that investment in jeopardy. I guess it is out of the question to think that there may be a design flaw somewhere.

dexman

The problem could also have something to do with the assembly of the phone (stress on the display, bad batch of glass from the manufacturer or something along that line). I don't know if Samsung has made any statements about the problem as of yet.

seg804

Same problem here. With the number of posts , sounds like a class action suit against Samsung will be needed to solve it.

WYGIWYS

I also have the same issue. If I file the claim, I will need to pay a $199 deductible. Seems like it wouldn't cost near that much to replace the screen. This is crazy. Not sure what to do from here.There must be an issue with this screen. Hopefully Samsung will step up and correct the problem.

Anfuni

I've had the same exact issue. Otterbox and tempered glass. Phone was in prefect condition, 10 min car ride. Phone in my front pocket, two half circle cracks in the bottom right, looks like they started on the edge. I took photos and sent everything to samsung.

Now they want to charge me for the repair. First the 2 recalls with the note 7 and now this. I'm so frustrated. I take very good care of my phones, full protection since day one and this happens.

Verizon_Support

WYGIWYS,

I can certainly understand your frustration. Asurion does have screen replacement option for certain devices. The screen replacement option would be $49.00-$79.00, again based on the device and availability. Have you asked about this when calling them?

NicoleT_VZW Follow us on TWITTER @VZWSupport If my response answered your question please click the Correct Answer button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!

Xyvis

Just an FYI for everyone:

Galaxy S8/S8+ owners can enroll in Samsung Premium Care, each device comes with a free 30 day period you simply have to enroll.

It covers cracked glass and I believe the deductible is $99

Samsung Premium Care: Support 24/7, Protection & Warranty | Samsung US

AEONLIVE

S8+ Digitizer malfunctioning... Like processing long string of random inputs... Can't even reboot.

Then next day : spontaneous hairline crack diagonal across lower left.

????

Already processing insurance claim but this could be a flaw. Heading to Verizon.

Any updates?

DONCHI11

Mine is in an Otter box and has tempered glass. Pulled it out of my front pocket and noticed a crack on top right. Have not dropped it or done anything to jeopardize my $850 investment. Why should I pay $850 for a phone and now a deductible for something that I haven't even caused? Hope Samsung does something since there quite alot of us

pherson

Your phone is not meant to be put in your pocket. You now have mentioned what you did on a public forum. Hopefully you have insurance but anyway you will pay.

pherson

For my iPhone I have a holster but if I'm in the car the phone is in the console not my pocket. I'm a pretty skinny dude so I don't have to worry about weight but things happen. I've had smartphones for 11 years no problem.

DONCHI11

That's funny cause I went to Verizon yesterday and said they have had many problems with galaxy s8. Explained to them what happen and they provided me with a brand new one. So the pocket apparently doesn't matter. And the best part is I didn't pay a dime.

KaliesNana

My sons has done the same thing, cracked screen out of the blue. Will be heading to Verizon on Wed. Should not have to pay a $199 deductible for something that seems to be a phone issue.

pherson

Going to the Verizon store Is a waste of time. You need to take this up with Samsung. Otherwise you would have to pay the deductible.

All the best.

Verizon_Support

You do have the option to get the screen replaced through your insurance plan for a fraction of the cost, KaliesNana. You would need to find one of our Corporate offices that can repair the screen. They could also tell you if the damage was due to the device and may replace it through the warranty program.

JoshuaT_VZW

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SHAGAG76

Hey I got the same exact case on my phone and the spigen screen protector on my phone as well. I have never dropped my phone or set it down hard because I read all reviews saying that these phones are the most fragile ever made. I noticed yesterday that there is a crack right next to finger print scanner and has spidered out now. I have also never used the fingerprint scanner because I use the password or retina scan to unlock phone. I wish the company would offer a metal back cover instead of some cheap thin glass. And because of that cheap glass I was told 300 bucks to replace it and I even have the mandatory insurance that seems to be worthless.

MICHAEL_NEWKIRK

Both verizon and Samsung have given me the run around. I purchased the brand new samsung galaxy s 8 on my birthday last week July 26, 2017. I placed my phone on the premium care plan through Verizon first . I tried to exercise the benefits and was told I didn't have. I also applied the total protection plan via Verizon. this plan is more like limited protection plan. I was told that as long as I fill out affidavit I would receive contact within 24 hrs. They didn't contact me, I called during the 24th hr only to hear my claim was voided due to low air time with coverage. my customer service experience with verizo was awful. Hung up on several times and just passsed along. verizonadmin

SAVVYBELL

I had the same problem and they want $199 to fix it had phone for less than a week never dropped it and bought protective case......VERIZON YOU SUCK!!!!!!!

SAVVYBELL

I have the same mandatory insurance they want $199 to fix it. I asked about some type of tape to stop the spread he told me it would ruin the phone.....I should've stayed with metro pcs at least they try to help with the least inexpensive way possible. This [Removed] phone is equivalent to almost 3 car payments or rent.....I'm [Removed] .

inappropriate content removed as required by the Verizon Wireless Terms of Service

Message edited by Verizon Moderator

SAVVYBELL

$199 dollars as expensive as this PHONE is it should never had cracked without being dropped....like uggg I hate Verizon and their scheming was......CAN YOU HEAR ME NOW?????

Verizon_Support

This is never the experience that we want you to have when reaching out to us, Savvybell. Have you looked into getting the screen replaced if the issue is only a crack in it? Some of our corporate locations can repair the screen for under $199. You can learn more about this with this link: https://www.verizonwireless.com/solutions-and-services/total-mobile-protection/ . I would recommend reaching out to your local corporate store to find the closest location to get your device looked into.

JoshuaT_VZW

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ELLASAND2012

I do not like this 8s edge for that reason... have had 4 different screen protectors and they all fall off??? Very disappointed ..... spending this much money on a PHONE???? THIS happened 2nd day after purchasing... oid love to swap the phone for an 8s ????? I do not recommend anyone getting the edge ???

Verizon_Support

We want you to love your phone and I'm here to help. All devices come with 14 Day Worry Free Guarantee: https://www.verizonwireless.com/support/how-to-return-device-or-accessory-video/ Was your device purchased online, via the phone or at the store?

SAVVYBELL

Online and when I went to the store within that 14 days they told me 199.00 to fix

Sent from my Verizon, Samsung Galaxy smartphone

Verizon_Support

We want the ability to lift this issue up to Samsung since multiple people are having an issue with the screen cracking, SAVVYBELL. Do you still have the phone in your possession? If so, when you rib your finger over the crack, can you feel it? My question is does it appear as though the crack is on the main surface of the screen or is it internal.

This is what we need to let Samsung know in case it is a manufacturer defect.

TamaraH_VZW

alkmouse

Same thing for me...crack in lower right hand corner...no drop...appeared about 2 months after I bought it...$150.00 to fix it....not fair...this phone seems to have a very fragile screen.....phone also has some problems with sounds and camera but I cannot giet it replaced until I paid $150 to fix screen....sucks....long, long time verizon customer....

Verizon_Support

alkmouse, we know how important it is to have a phone that you can count on. We want to work with you to find the best solution. Has there been any other signs of physical or liquid damage to the device? Is the crack on the outside of the screen (so you can feel it if you move your finger gently over it) or is this crack internal only? Can you tell us more about your experience with the sound and camera?

SamanthaT_VZW

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BreMck

I received my Galaxy S8 in the mail yesterday and activated it...This morning I turned the phone over to remove the annoying plastic cover and found that THREE of the FOUR corners on the back glass are already cracked. This is insane. I have barely used the phone at all in the last 24 hours, because my case is not scheduled to arrive until tomorrow. I have not dropped the phone or put it in any pockets. The worst part is, I couldn't even tell you if it came shipped to me damaged or not because I don't even remember looking at the back of the device until this morning. Ugh. And Verizon's answer is for me to pay $200 deductible for damage that sounds like it is coming from the factory???

SAVVYBELL

Yes I can feel it now because it's so bad how ever the initial crack se=

emed internal because I never dropped the phone and also had I the expensiv=

e case I bought with it would of protected it as the crack started in the l=

ower right corner in a spot where the case actually covers the screen

Sent from my Verizon, Samsung Galaxy smartphone

pherson

The crack is not a Verizon issue. You need to discuss it with Samsung they made the phone.

FRR206

Something happened two me 14 days old. Cracked on the left corner but never dropped it. I believe it's defective.

Verizon_Support

There's no worse feeling than cracked glass on a brand new phone, BreMck. I know I'd be beyond upset if this happened to me. It sounds as if one option that was discussed was filing an insurance claim (hence the $200). From what you've said, though, the phone may have arrived this way. Have you contacted Samsung directly about the issue? Are you having any other trouble with the new phone?

GeorgeS_VZW

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Wmarks7172

How did you get them to replace it i the store? My screen is cracked right below the home screen and goes all the way up. It has not been dropped at all. Why should I pay 149 to get fixed it I did not break it?

SHAUNDI1917

Mine did it yesterday, and I know exactly why on mine at least. The case I bought with my phone from Verizon will not let me plug headphones in all of the way. So I have to take off the case every time. My break is right where I take the case off. So basically trying to keep my phone safe, I have broke my phone. But this isn't my first problem with this phone. Dropped calls, delayed texts. I was told to keep my phone off HD Audio to receive calls but then you can't hear the person talking. Definetly my least favorite phone ever, and I've had galaxies for my last 3 or 4 phones now.

Verizon_Support

I regret to hear about the damage as I have been through a few breaks myself, Shaundi1917. Do you have insurance? IS the phone consistently picking up an LTE connection?

Verizon_Customer_Service

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BIKEMSO

Same thing happened to me 2 months after purchased. Have not dropped. It was just sitting on desk in middle of the night. Heard a sound, woke up, grabbed phone to check time and the screen was shattered. Always have phone protector on. Verizon said no way could have happened without being dropped, and they can't do anything about it, call Samsun. But it wasn't dropped , it was just sitting on desk. Samsung hasn't returned correspondence by phone/email and it's been 2 weeks.

molbio

I had the same happen today. Phone sitting next to me in the passenger seat. Used it to get a code for the car wash no crack. Set it down and picked it back up before driving out after car wash and crack from a point on the side. No dropping or damage other than a crack that appeared suddenly. Just cracked glass no damage to screen below. So far it works OK but worried glass might fall off randomly or further cracking is going to occur. Certainly not worth the$840 in monthly payments I will have to make. Called Verizon and transferred to Samsung. I was told only option was to send it in and a crack would be assumed to be from damage and the warranty wouldn't cover anything. They would not provide an estimated cost. I have never had a cracked screen since having a touch screen phone starting with original iPhone. Other phones I have dropped but I never dropped this phone. I always keep in a case. I am always careful with my phone and use it constantly. Sending in is not a feasible option. I preorded the phone the first day. I expect to not have to pay for a screen replacement on an expensive phone like this when I didn't damage it there is clearly a defect with some of these phones they shouldn't randomly crack sitting on a flat surface. Samsung and Verizon need to figure this out or they will permanently loose my family as customers. Not to mention I think a class action lawsuit should be pursued given the number of instances I found on forums since I started searching them after this happened.

Verizon_Support

Bikemso,

A broken screen would never be a good thing to wake up to. We know that having your phone working smoothly is always the goal. Do you have insurance on the device?

LorenB_VZW

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Verizon_Support

molbio, Let's take a deeper look at this unusual screen situation. I can understand how odd it'd be to have this happen suddenly. We'd never want to lose you over this phone issue. Has this been inspected at a corporate store? http://spr.ly/658280WXn What kind of screen protection do you have on your phone?

JoelR_VZW
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molbio

I am happy to try taking it in. That was not suggested when I called. I have a spigen case the same as I had on my S7 edge. I have since this happened found a number of posts on forums describing a similar scenario which I admit seems crazy. It was to me when it happened. Several have photos of a similar crack in the glass in the same location. If I had done something to cause it I would be mad at myself and move on but as it occurred with no damage on a new phone with the bulk of the full price left to pay I am not happy. I realize an easier path forward might have been with the insurance and file a claim, but we haven't carried that since the only time we needed it on my wife's phone that the screen just didn't turn on anymore. You could answer the phone if someone called and you swiped the right area. The phone was out of warranty but we assumed the insurance would cover it. No the screen was defective and the phone wasn't damaged so it wasn't covered. Also no damage here, unless they adopt the same policy as Samsung and I have a sneaking suspicion they don't. I am not convinced it would be covered. Anyway that was years ago now so I guess for the cost of covering two phones we have nearly saved the price of a phone but that's why we don't buy it anymore.

joelr_vzw

molbio, This has been an challenging situation for you with this surprising screen issue. Taking it to a corporate store will be a great way to get another set of eyes on it. I can understand your feedback about the insurance option, although personally it's great to have the peace of mind (I've had a broken screen and a lost/stolen phone). Let us know what happens after you go there. In the meantime, is there anything else that we can help with?

JoelR_VZW

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ipsingh

I have the exact same issue - the screen was simply in my pocket and when I took it out there was a crack on it. Has anyone here had a successful resolution to this? Taking it for a screen replacement is $300.

If no one has had a successful resolution, I'm happy to take the steps towards a lawsuit given the number of occurrences here and can share that information with others if they are interested.

Verizon_Support

ipsingh, we always want to ensure that you have a properly working device that can live up to the expectations. At this time, we've investigated any known issues with the screen cracking on the Galaxy S8 and S8+ and there's no current listing that's been confirmed by Samsung. Can you tell us more about the cracked screen on your device? Is the crack on the outer glass or is internal? Are there any other signs of physical or liquid damage to the device?

SamanthaT_VZW
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ipsingh

The phone was in my pocket and when I took it out it had a deep crack on the edge which spread across the screen (the surface is smooth so looks internal aside from the hole where the deep crack is). There is no damage to the device other than this - it has been in a Spigen case the entire time.

I know Samsung has not admitted to this defect yet, hence the reason for impacted customers to take independent action.

Will Verizon assist as this is brand new S8. Thank you.

Verizon_Support

Ipsingh, we understand how important it is to have a functioning device is cosmetic condition. We want to make sure you are aware of all of your options. As of right now we are unaware of any known issues for the Galaxy S8 screen. Have you contacted the manufacture regarding this concern (Samsung 888-987-4357)? Also, do you have insurance on your device so we are able to review your device replacement options? Please follow this link www.phoneclaim.com/verizon to view insurance details.

SylviaT_VZW

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molbio

I have had no luck. The only option is to send it to Samsung but they said it's unlikely to be covered since they consider cracks to be damage and I would be without a phone for 9-11 days. I see few viable options until Samsung will admit there is a problem and exchange phones. I won't be buying any Samsung device after this and intend to switch from Verizon as soon as I have paid off more of the devices on the plan. Verizon hasn't offered any options other than to call Samsung for me and come back with the same information. I didn't appreciate being sent to the store to wait for an hour and then be told by the manager they have no idea why the representative on the forums suggested I bring it in. I don't want to think about how much I have paid over the years for my family plan and a good amount of data. So we'll be making some changes soon.

Dbeak

These manufactures know exactly what they are doing when they make these phones so fragile! Glass all around, curved edges and impossible to find a screen protector to fit! And because of this most of us are paying a fortune for insurance only to be given a refurbished device when a claim is made. (And don't even get me started on the retail price for these phones). I know a lot of people disagree with me including my young adult children, but I"ll take the old galaxy models any day over these new designs. I had a galaxy s4 for four years and never had a problem. IMO Whatever material they used for those screens is the way to go. I try to tell my kids, a phone needs to be somewhat rugged. Granted they should not be abused, but lets face it, we put them in pockets, pocketbooks, briefcases and sometimes they accidentally get dropped, simple human error. Sorry needed to vent but I am just so tired of these phones becoming as high maintenance as cars.

Tbird157

The s8+ is by far the worse Samsung product I've ever had. My screen cracked sitting on the night stand in a Otter box case with screen protector. Now the thing won't charge even plugged in. I've only had the phone 4 months and the screen cracked after 2. The option if you can call it that is send it in to Samsung for a couple weeks and still have to pay hundreds of dollars for this load of junk? I'm a first responder and work search and rescue, on call 24/7 and can not be without a phone. I got stick with this thing when my Note 4 failed due to the eMMC failure and am considering joining that class action lawsuit. I don't get paid enough to just fork out $200 for a insurance claim to get someone else's reconditioned garbage. I don't want to see another Samsung S phone again. I've wasted my breath for over 8 hours trying to get some resolution to which I'm told for the most part, we don't care about our customers. (my real thoughts are not forum friendly) I've been a Verizon customer since they bought out Alltel and was with them prior to 1998. I'm really considering going to T mobile or elsewhere after the customer lack of service I've received. Oh, let's not forget the lies from tech support saying I have insurance and screen repair would only be around 30-40 dollars then told I only have the option by Asurion I have is total replacement and the cost is $200. I would probably faint if I actually spoke to someone who seemed to know what they are doing and not given a run around.

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