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cracked screen defective not dropped.

Got my 24 year old daughter her first smartphone Galaxy S3. She noticed cracks on screen 3 days ago. Had it for only 2 weeks. Definitely no drops and kept in case. I would have to believe it is a manufacturing defect. Gorilla glass shouldn't do this with normal use. Went to Verizon store and went up to store manager level.They will not handle any adjustment or exchanges. They say that cracks are not a warranty issue and they suggested I call Samsung for help. First ever disappointing experience with a smartphone. Does anyone have a good experience dealing with Samsung with this issue. What about going higher up in Verizon's chain of command. Any thoughts would be appreciated.

Comments

pherson

Are you with her 24/7? Screens dont just crack. She dropped it through in purse sat on it something.

qlidoc

You don't have to take my word for it. Check other posts and google Galaxy S3 defective cracked screen where you will see numerous references to this problem.

pherson

I have had a nexus a s3 and the note, as well as wife and friends. None of us had this "problem".

>>Personal comments removed<<

Message was edited by: Verizon Moderator

unknown

I am sorry that happened to you. Defects occur in many things, cars, airplanes, trains etc. It does not mean your child caused the situation. If you call Samsung USA they can have you send it back to replace the screen. Many times they have service centers close to you that can replace the screen for you. The cost may exceed $80 or more. I have never priced them out.

Just take a breather and call them. Verizon is of no help. It is not a manufacturer defect, although I would hazzard a guess faulty gorilla glass could be a case for small claims court for the cost of the phone, take verizon to court for not covering under warranty. Hey its worth a shot.

http://www.bbb.org you can file a complaint against Verizon or Samsung or both. But check out how much it would cost for the screen.

Good Luck

demmo86rt

Unfortunately, Verizon's warranty policy does not cover physical damage and a cracked screen is always seen as physical damage. It is very difficult to prove otherwise and so Verizon usually comes out ahead on this one.

unknown

I was thinking the same thing, but like I told the poster it will not hurt to try.

Now if others could prove its in the material and workmanship it might be a manufacturer defect.

This one is a really close call.

demmo86rt

It would have to be done in store, and even then, as soon as it gets to the factory, 99% of the time, they look at the screen and charge you the full price for a broken device. This will be more than a simple warranty exchange.

unknown

Yeah and the consumer suffers. A Shame.

I have been reading stories of the gorilla glass on different devices. Some people are saying its defective because of the pressure of the sourounding case cases the glass to crack on the corners.

Others are claiming the actual movement of hand pressure is resulting in the glass breaking, other I read say a small drop out of their pockets causes it to break (I would think this reason can happen even without gorilla glass), some others on the forums are claiming overheating is causing the shatter or cracking of the device.

Google has quite a few people complaining about their gorilla glass devices breaking. I would think the US Consumer Product Safety Commission may or should look into this since Verizon is claiming not a warranty issue, Samsung naturally will not take a hit for a product defect, and there may be other companies that use Corning Gorilla Glass.

Maybe a look into the Corning Glass Corporation in New York would be in order. Even a product complaint to NT Attorney General Eric Schneiderman http://www.oag.ny.gov

Message was edited by: Elector

commonsense101

Almost impossible to prove.. Sorry. You're best bet is the manufacturer, if any at all.. You can replace the screen yourself for like $7 bucks

demmo86rt

Not many people feel very comfortable doing that.

co_engineer

Just a quick note. My 1 month-old S3 cracked yesterday under similar conditions...In my pocket. I've NEVER dropped this phone. Interestingly enough, I've dropped my Blackberry Curve, Palm, Droid X...My wife has dropped her iPhone 4, and 5, and we've never had a screen crack. As a design engineer in the Semiconductor industry, I think the durability of the screen strength is a design vulnerability. Just my two cents.

pherson

Thats like saying that when your 27 inch tube tv fell it was fine but you bumped into your flat screen the display broke. Consumers want smaller and thinner devices but when it breaks call foul. Theres a reason why Otter boxes and other things exist nowadays ya know. Yeah we are comparing apples to oranges here but the concept is the same. And it being in your pocket a number of things could have happened.

co_engineer

Pherson. Not quite. As I clearly stated, I've never dropped my phone.

commonsense101

A lot of people in prison will tell you they are innocent too...impossible issue to prove, good luck with samsung

pherson

And as I clearly stated, it was in your pocket and there could be a number of factors. Next time either buy a case; or chance it again in pocket. Who knows if it happened by...what pocket, what else was in pocket, how were you sitting, etc etc.

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