Cracked Screen? Does anyone care?

[bnm1219]

I too have a Samsung Galaxy S4 with a broken/cracked screen. It was purchased 6/13 and broke in late July. Took it back to Verizon and they said it wasn't their problem. Contacted Samsung and was told to send it to them and they would look at it. They did and promptly sent me notice saying the screen was cracked as a result of an error by the user. The repair wouldn't be covered by the warranty and it would cost me $175.37 to fix it. I set the phone aside hoping after enough other screens cracked maybe someone would accept some responsibility. Foolish on my part, I know. I recently contacted Samsung and was told the issue is still a case of the user abusing/misusing the product. The supervisor even went so far as to tell me that the screen will crack if you press it too hard. I'm pretty sure they have a script with any and every possible excuse written on it because he even told me that carrying the phone in a purse is more dangerous to the phone than dropping it off of a building. Today I spoke with a number of people from Verizon who were nice but utterly useless. It was suggested I purchase a pre-owned phone at an approximate cost of $200 and use it until my contract runs out. I understand that Verizon is the "middle man". They just sell the phone. But, if the phone proves to be defective, which this phone clearly is, you eventually are responsible when selling a defective product.  I believe a full refund of the purchase price is warranted. However, I would have accepted a discount on the pre-owned phone. Since neither option was offered I have decided to end my service with Verizon and go somewhere else. I'm not anxious to pay the fee to terminate my contract early. However, I believe someone who has been a customer for over 10 years deserves better than this.

[ttipgem]

bnm1219 wrote:

... if the phone proves to be defective, which this phone clearly is, you eventually are responsible when selling a defective product. ...

And therein lies the defect in your argument.  It has not yet been "proven" that the device is "defective".

IF that were to occur, then you POSSIBLY would have a case for some sort of remediation.  But as of now, you don't.

Good luck.  I'm not how switching carriers fixes what you clearly admit is not the fault of Verizon.  But good luck.

[vzw_customer_support · Accepted solution]

Hey there bnm1219,

We appreciate your 10 years of continued support. I'm sorry to hear about the your S4's screen cracking and I want to absolutely assist to get you back up and running.

This is not a known issue on Samsung devices. A cracked screen is a sign of physical damage which the manufactures warranty does not cover.

Do you have insurance on the device? If so you can place a claim here,http://bit.ly/07CrqPK.

If you are still under the manufactures warranty we can replace it for you at no cost. If the device gets back to our warehouse and it is determined to be physically damaged there will be a damage device fee assessed which can be up to the full retail cost of the device. This fee is non refundable.

If you would like us to reach out to you about possibly replacing the device under the warranty please follow me and send me a dm so I can discuss your account with you in detail.

NicholasB_VZW
Follow us on Twitter @VZWSupport

[JGwiz]

I think the real problem with the phone is: it is a fragile device.

It's big, it's slippery and all it takes is the slightest pressure in just the wrong way and....crack.  There goes your screen.

These phones are designed for style, not for durability.  

[MgLuvin]

Verizon Wireless Customer Support wrote:

This is not a known issue on Samsung devices. A cracked screen is a sign of physical damage which the manufactures warranty does not cover.

 

This is dishonest. You just lie to people and tell them what they want to hear. How did you determine that this is not a known issue? What were the statistics you checked? I spoke to people at Samsung's repair center and they say this is one of the most common issues. You obviously do not have any respect for yourself, your company, or your customers.

[japetty]

You are correct and I have dropped mine both S3 and S4 and so far been very lucky they have not cracked.  I always have a screen protector and in a case.  I know though someday my luck will run out and have to use the insurance and get a refurbished device