Note 8 sudden cracked screen - not dropped or damaged in any way
M77LM
Enthusiast - Level 1

I have had my Note 8 for 13 days.  Yesterday my phone was sitting on my desk and I looked down and noticed a small crack on the screen.  I picked up the phone to look at it and it started cracking more.  This phone has never been dropped or damaged in any way.  I have had  an otter box and the expensive screen protector from Verizon on it. I called Samsung and they want $300 to fix.  In researching this issue it seems that this was an issue with the S8 glass as well.  I have had cell phones for many years and have never had a cracked screen.  I have been so careful with this very expensive phone and am so upset that this has happened when I did nothing to cause this damage.

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21 Replies
kathy65793
Master - Level 1

Wow I would be so sick right now if that happen to me. A lot of the S8 owners said that their phone got very warm or even hot when this happened is that what your phone felt like? There is a lot of people however that said the same thing that the phone was just sitting there and this happened. I would keep my eyes open for other Note 8 owners and see if this is going to be a bigger problem then the S8 and hopefully something can be worked out. Good Luck and please keep us posted on your situation.

M77LM
Enthusiast - Level 1

I am sick about this.  I traded in a perfectly fine S6 that I had for 2 years and worked great to have this happen after 13 days.  I don't believe the phone was warm or hot when it happened but I really don't remember because I was in complete shock that it had a crack from just sitting there.  I will be on the look out for others with this problem.  I called a couple local electronics repair shops and they don't repair the Note 8 yet and they said it will be a while before they get parts and are able to repair it.  So basically I'm stuck with a $1,000 cracked phone that I haven't even made a payment on yet or I send it in to Samsung and pay $300 and go without a phone for however long it takes to repair Smiley Sad

kathy65793
Master - Level 1

I think your best bet would be to send it back to Samsung if you do get it repaired. Otherwise you could void out any warranty that might be left on the phone. Some of the repair places are not authorized to work on a phone and that could be a problem later on down the road. Let us know how it works out for you. 

jrh4054
Specialist - Level 3

I thought phones could be returned to VZW within the first 14 days.

TSIHOC10
Enthusiast - Level 1

My screen cracked after using the phone for 7 days.  I've owned a note 5 for 2 years and never had a problem.  Additionally, I've owned previous galaxy models and I also never had any issues.  This is the first time in 17 years of owning a wireless device that I had such a problem!!!!!  Verizon wants to charge me a $199 deductible and my phone warranty is now voided.  I also contact Samsung, who told me i can send in my phone for analysis but I'd have to be without my phone for 2 weeks and even if they repaired it, it would also be out of warranty.  So basically there is something super delicate about the screen on the note 8 but if you have any issues with it, you are not warrantied for the screen and the device is no longer warrantied.  This is super unfair and ridiculous.  Now i'm stuck with a $900+ phone that is not warrantied.  Apparently Best buy has been replacing these phones but not Verizon. Customer service reps were rude and not helpful

kathy65793
Master - Level 1

If your phone was only about a week old why did Verizon tell you that it did not have a warranty? Was it because of the crack or were there other issues?

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stef7
Master - Level 2

With the size of these phone screens getting larger and larger, without much in the way of bezel, some screens even curved at the edges, the displays themselves are under too much mechanical stress, probably from the time of manufacture. The least amount of torsional twisting (by torsional twist - imagine the phone in landscape mode, you holding it in two hands, and one rotates the screen toward you, and the other hand twists the screen away from you). What I mean is, if in your pocket something applies a bit of uneven pressure relative to the whole surface of the screen... it's likely to crack.

For that matter, it might just crack on it's own after the stresses of being initially assembled.

Wonder how Samsung is going to address this one.

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kathy65793
Master - Level 1

I know that when these new phones come out the first week or two you have this kind of post on here.When the S8 came out there were a lot of them that had cracked screen the first week that people got them.It does make you wonder if Samsung or any of them learn anything from all these complaints about the screens. I know at first with the S8 there were a lot of them at first and people were sending them back and getting new ones. You don't hear about that as much anymore. I just wish that they would come up with a way to make it cheaper and easier to replace a cracked screen on these newer phones.

DSCRAP927
Enthusiast - Level 1

I had my Note 8 for 3 days and noticed a crack coming from the power button. It was about 3/8 of an inch heading towards the center of the phone. You could see a longer crack under the glass stemming from the original crack. The phone was never dropped or mistreated. I only noticed the crack when I took the original plastic wrap off to install a screen protector that i had ordered. I took the phone back to best buy and had to argue to get it replaced. I had to get the geek squad protection @ $10.99 A month before they would replace it. Luckily I didn't have to pay any sort of deductible. Hopefully the new phone does not have the same issue. I have a screen protector and a case on it. This may be a bigger issue. Time will tell.

kathy65793
Master - Level 1

Did I read this right that they made you pay for the protection then they gave you a new phone or refurbished phone? How long are you under contract for the geek squad protection? I think you maybe right about this being a bigger issue. I have seen on a lot web sites about this crack and the starting point of it is just like you said.

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kathy65793
Master - Level 1

Where was the crack on your phone in the same spot that DSCRAP927 described?

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dwaineclark1
Enthusiast - Level 1

Just had a similar issue.  Not dropped but screen is cracked starting on the left side below the Bixby button. Oddly enough, the screen is cracked but there is no damage to the zagg tempered glass screen protector that has been on from day 1. Wish I had my note 7 back.

LADSWA99
Enthusiast - Level 1

My note 8 has also cracked. My phone has been activated when we were allowed to be. I woke up about 6a m, woke up to screen being cracked. The crack fans out from top left corner by volume button. Weird, went to sleep woke to cracked phone, phone was not dropped.

Thank you.

DCHERBLADY
Enthusiast - Level 1

I also woke up this morning to find a tiny hairline crack starting on the right hand side half way down, 3/4" below the on button on my Note 8. It had not been dropped or damaged. Have never had such a problem and this is an expensive phone. So weird that I went on line to see if this is some type of issue with the phone. Sounds like there's a defect in the mid point of the phones. I have always been a loyal Samsung phone buyer and shocked to have this happen.

DCHERBLADY
Enthusiast - Level 1

Turns out it wasn't the phone but the Zagg Invisible Shield Glass Curve that was cracked.

Ccarter0917
Enthusiast - Level 1

I Just had this same issue happen today. Phone was in my cargo pocket of my hunting bibs. Walked to my tree stand and pulled my phone out a while later to check the time and find out it is cracked. Never bumped against anything or dropped it. The only thing i can think is the 30deg weather caused the aluminum frame to contract slightly causing the glass to crack. Crack is located right under the bixbie button. Samsung wants me to send it to them to evaluate the crack to find out if it will be covered under warranty. Hopefully they do a search And see how common this is. We pay $1000+ for a phone that has issues. Samsung needs to take responsibility for this.

LADSWA99
Enthusiast - Level 1

Never once asked me to send phone im. Not once. Im going to call verizon. I

guess I could use an old phone. I cannot go without a phone.

Thank yoj.

ALLROSEY
Enthusiast - Level 1

I have had my Note  8 for 12 days and the first morning after i got it I noticed a tiny hairline flaw which i though was a scratch .  I was really careful with the phone but I figured they were going to tell me I did it and figured it wasnt so bad--every day since another line is popping up--this is a definite defect--the phone has been babied and never at all dropped.  Called Samsung who must know by now that they have a defect in their phones and they said they would make up a ticket and I would have to send the phone back so they can determine if it is a defect and they will either fix it or I will have to pay---they told me I would have to go through my carrier also --very confusing-since i have the insurance through them  (200 dollar deductible)--I bought it at Best Buy -not sure how that is going to work-either way no phone for a few days?--Best buy said they cant do anything until Samsung recalls it --this is going to be another Note nightmare!

stef7
Master - Level 2

Yes, if it's under stress when it is installed, the screen and body of the device expanding and contracting with minute changes in temperatures is probably going to cause the screen stress to result in a fracture. Since this is a rather commonly reported thing, I would think your credit card may back you up w.r.t. a charge dispute. It's clear there is a manufacturing or design or material, or all three defect with the screen on the device.


Good luck.

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kathy65793
Master - Level 1

I would take pictures of the phone before I sent it back. This will help if the cracks get any bigger from the time you sent it out til the time they get it.