Why do Verizon and Samsung not care about the KNOWN issues with cracked LCD screens?

[sk8ingrn]

I woke this morning to a phone that would not light up. As I pressed the power button I noted a flicker of color (green lines) to the top of the screen and nothing more. It was then that I figured that the screen was no longer functioning. Upon further inspection, the phone's LCD had a small (less than 1") diagonal crack extending from the right upper corner of the phone. The phone continued to chime with notifications for messages, etc, but I could not see anything on the screen. After plenty of research today, and attempting to contact both Samsung repairs and Best Buy, thru whom I purchased the phone, I am getting no where. There are an EXORBITANT  amount of consumers that have had the SAME issue with this phone and yet, it continues to be placed on the owner's mishandling of the phone when it comes to warranty vs replacement. I find it disheartening to know items that are truly issues that should be covered under warrantee from the manufacturer are not more aggressively pursued by the cellular companies themselves! It is giving them a bad reputation and potentially changing consumer's attitudes about continuing with service with these providers.

Case in point, I love this phone. I have waited to get a deal on this phone that I couldn't pass up. I was a "grandfathered" unlimited talk/text/web member until just ONE MONTH AGO, when I added a new line and got a new phone just to take advantage of the deal!!!! So now, I am left paying for a service plan that is extremely costly, insurance, and NOW a deductible for damage that I DID NOT CAUSE.

This phone has documented cases of over heating, which is KNOWN to cause epxansion of the LCD, which in turn after cooling can crack the screen. There is not a single scratch, dent, ding on my phone. No "evidence" of "physical damage" and yet, I am left to pay for the replacement under the insurance plan because AFTER ONE MONTH OF USE, the phone has ceased to function due to no fault of my own.

Why do Verizon, Best Buy, SAMSUNG not care about this?

Sincerely,

Completely disappointed!

[vzw_customer_support]

@sk8ingrn,

We definitely do care about all our customers and want them to enjoy their phones. Let's get to the bottom of this!

Which phone do you have, the S4 or S4 Mini? Has there been any physical damage? Do you have insurance?

JohnB_VZW

Follow us on Twitter @VZWSupport

[sk8ingrn]

Hello,

Thanks for responding. I have themAtic Blue (best Buy edition) Samsung S4.

And yes, I purchased the phone thru Best Buy and gave the Geeksquad protection.

[vzw_customer_support]

Hi sk8ingrn,

Thanks for the additional information, let's get to the bottom of this! When you contacted Best Buy, were you provided with a reason why the device could not be replaced?

AyaniB_VZW

Follow us on Twitter @VZWSupport

[sk8ingrn]

Hello,

I was told that I would have to pay for an insurance deductible related to "physical damage" that was caused by accident, implying that I damaged the phone. The phone was sitting on a table with nothing around it, on a charger. It was too hot to use and so I put it down for the night, let it charge and in the morning it was cool but the lcd was broken. It appears that this is an on-going issue with Samsung s4 and Samsung isn't doing anything about it.

I am taking the phone to another Best Buy to see what my answer is there. I am not paying for a deductible when I didn't do anything to a phone that broke 3 wks after it was purchased. It isn't fair. There is an "implied warranty" in NH that can not be shortened by an "express warranty" which states that a product needs to be marketable for a reasonable amount of time...3wks is NOT REASONABLE.

I waited for quite some time and left my old plan just to get a great deal on this phone. It's really disheartening.

[Hazel_Eyes_4_U]

It's still under warranty they owe you a new phone especially if it's a manufactured defect. 

[sk8ingrn]

They'll do anything to get out of replacing a phone for

free. Why admit wrong when someone can make a profit it of it? Sent from my Verizon Wireless Sony Ericsson Xperia™ PLAY.

[vzw_customer_support]

Dealing with a broken phone is no fun, especially after having it for such a short time sk8ingrn. I'm sorry the screen was broken the next morning after charging it. We definitely stand behind our phones and don't have an issue replacing it if there is a manufactures defect with the device within the one year warranty. I'm so happy you have insurance because the cost to replace your device would be a lot more if there was no insurance on the account. Insurance is an awesome way to be protected with your equipment. We are unable to replace the phone if there is damage to the device. We would never imply that you damaged the phone personally but we are unable to know if there were any issues with the phone before or after the screen was broken. A broken screen can not be caused by a manufactures defect. In order to replace your device, you will need to contact the insurance company and there is a deductible. You can reach Asurion here I hope this information was helpful.  http://www.phoneclaim.com/verizon or by calling 1-888-881-2622 . Please let us know if you have any other questions or concerns.

KinquanaH_VZW
Follow us on Twitter @vzwsupport

[sk8ingrn]

exactly what I'm not going to do. I'm not paying a deductible for fixing something that is a well documented issue which everyone involved continues to hide behind. hence my initial complaint.

Sent from my Verizon Wireless Sony Ericsson Xperia™ PLAY.

[Psychonik]

How can you say a broken screen can not be caused by a manufacture's defect? The screen under the Gorilla 3 glass is cracked with no impact to the phone there is no way that is even possible unless the screen is defective. This just happened to my S4 too the crack in the exact same place. There was no impact to the phone it was simply in my pocket.  I too bought mine from Best Buy and it also seems that both me and Sk8ingrn also previously had and upgraded from an Xperia Play to the S4. I too am not going to pay for damage to my phone that was not caused by me and is clearly a manufacture's defect. If it was user damage the damage wouldn't occur in the exact same place for everyone reporting this issue. This is tantamount to the RROD that took out a slew of Xbox 360's. Samsung is refusing to acknowledge this issue and playing dumb. There is no way they haven't noticed that there is a problem when I'm sure thousands of S4's have been sent in all with the same issue. One person even said they ran out of replacement screens to repair the phone.

[sk8ingrn]

Glad to have some support. Good luck

Sent from my Verizon Wireless Sony Ericsson Xperia™ PLAY.

[vzw_customer_support]

I know a damaged device is never convenient Psychonik. If you have equipment insurance that is our best recommendation for replacing a device. Screens on all electronics can be sensitive. I recommend using a case with a beltclip to keep the device out of your pocket, which will decrease the chances of damage in the future.

JonathanK_VZW
VZW Support
Follow Us on Twitter@VZWSupport

[Psychonik]

No this should be covered by warranty. I don't remember seeing any warnings saying Amoled is extremely fragile do not store in pocket. Point is there was no misuse to the phone and I'm not going to pay to get it repaired knowing that this is an issue and will most likely happen again even if it was stored in a belt clip. Also if I went through insurance they only allow two claims a year and if something did actually happen to my replacement phone that was my fault then I'm completely screwed. What I don't get is why Verizon hasn't contacted Samsung on this issue and tried to make Samsung acknowledge this issue.

[sk8ingrn]

prime example...

http://koin.com/2013/09/20/phone-explodes-catches-fire-burns-man/

Sent from my Verizon Wireless Sony Ericsson Xperia™ PLAY.

[sk8ingrn]

And yet another Samsung

http://www.dailymail.co.uk/health/article-2359281/Exploding-Samsung-Galaxy-phone-leaves-teenager-degree-burns-smelling-like-burnt-pig.html

Sent from my Verizon Wireless Sony Ericsson Xperia™ PLAY.

[vzw_customer_support]

Hey there sk8ingrn,

I understand where your coming from. We are willing to replace the device if you are still under warranty, but if it is determined to be physical damage there will be a non refundable $299 damaged device fee. I would recommend bringing the device into one of our corporate store locations,http://bit.ly/3SdsA, for a hands on evaluation.

NicholasB_VZW
Follow us on Twitter @VZWSupport

[MgLuvin]

The problems your customers are having are the words: "...but if it is determined to be physical damage."

It is impossible for a customer to prove they did not damage the phone, even if it shows no damage. My phone showed no damage at all. Samsung revoked my warranty claiming "abuse," and billed me $200 for a repair.

The AMOLED cracked from pressure in my pocket somehow. While it was in my pocket, I did not dive to catch a football and land on it, sit on it, or do anything else that you would think would cause a $600 phone to be damaged from "abuse."

Nicolas, how would you suggest a customer proves it is not physical damage?

[vzw_customer_support]

Thanks for your feedback MgLuvin. A pressure crack would be considered damage. If you're walking, sitting down with the phone in your pocket it can possibly bend and over time cause damage to the device. It is recommended to use insurance in this case.

MarquiaF_VZW
Follow us on Twitter @VZWSupport

[JGwiz]

I too had exactly the same problem with the same small crack in the same exact place.  The phone was not dropped...ever.

I believe there is a defect and that the S4 is inherently a fragile device.  I'll be staying away from Samsung phones in the future.

[amadeus1171]

The same thing happened to me as well.  Three days after receiving and using my Samsung Galaxy note 3 with the Incipio shell casing the screen cracked.  This happened today, 2/14/2014.  I did not drop, press too hard, or otherwise misuse the phone.  It was hotter today than previous days.  It was 82 in San Diego.

Verizon, this screen cracking is not the fault of the customer.  It is a manufacturer's defect.  Please stop hiding your collective heads in the sand and passing the buck to the customer.

If Verizon continues to ignore this obvious problem so many people are complaining about then I predict a lawsuit in Verizon's future.

As an aside, let's use Occam's razor:

Which is simpler and more likely:

So many people spontaneously find a way to crack their screens internally in the exact same place then claim they did not or

there is a manufacturer's defect with the phone that causes the screen to crack without misuse and Verizon and Samsung both made an actuary decision to settle the inevitable lawsuit(s) rather than fix/replace individual phones.

[Psychonik]

I have tried to call Samsung and Verizon and they did the ol' contact the other back and forth routine. Verizon did contact their tech support department and said their tech guy said it's a known issue. Samsung's people just did the ol' parrot routine saying it was physical damage and a cracked screen is not covered by warranty when there warranty doesn't say anything about screen cracks voiding the warranty. I'll see what the corporate Verizon store says when I get there but that might not be for awhile so I'll probably give Samsung one more go in the meantime.