Cracked screen on two day old Samsung Galaxy S3

Discussion in 'Samsung Galaxy S3' started by exmasonite, Jul 28, 2012.

  1. exmasonite
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    exmasonite New Member

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    Hey all... just joined up here. Wanted to share my unfortunate experience...

    So, I have been looking forward to the S3 for a long time. Have been using a Droid X for 2 years and wanted to make the jump to 4G. Waffled back and forth b/w S3 and Razr Maxx HD but the S3 won out.

    My brother is a verizon employee so my line is on his account... this makes things a little different for me than most.

    So, I pre-ordered the S3 in June... shipped to my bro while I was at a conference. I got it this past monday, 7/23. I had already pre-ordered an Otterbox Defender 3 days prior... just not here yet. I stopped at a verizon outlet and slapped a low end cover on the phone to give it SOMETHING. I baby my phones and go to great lengths to make sure nothing happens to them.

    First of all, so you all don't think i'm flaming on the S3, the phone is incredible. I couldn't not be happier with the fit/finish/feel of the phone, contrary to other people's objections about it feeling cheap. No complaints here. The phone itself is pure bliss... the interface is great, everything runs really well. It's more responsive than my laptop, i'd say.

    On 7/24 (2nd day of owning phone), I was uploading some pics to Dropbox and pulling them up on my computer to make a craigslist ad. I was sitting on the couch, going back and forth from device to device with the phone lying next to me on a soft cushion. The only thing i was doing was pushing the "on" button on the side to wake the phone up. Well... I picked up the phone after the 5th-6th time and noticed a faint three pronged spider web on the right side of the class originating AT the "on" button, extending about 1 cm. Very difficult to see but definitely there. I was crushed. All i'd done was to casually press the button and apparently that was enough to do it. And no, i'm not that strong.

    Talked to my bro... he got nowhere with verizon or samsung. Apparently Verizon employee accounts is a bit more "brisk" than the typical customer service folks... I guess they don't have to worry about losing the "customer" unless somebody is willing to give up their livelihood. My bro is going to try to reach out to his Samsung rep directly but he told me not to get my hopes up. He said unless there's a "documented problem" with the phone, there's nothing VZW can do.

    The thing is... i have insurance on the phone. I've had it since day 1... but really hoping that my $200 phone isn't going to turn into a $300 (or i'd have gotten a freaking Razr Maxx). Besides... what would prevent this from happenign again? The damage is minor and 1/2 of the damage is over the bezel so the impact is minimal.

    Just very disappointed in samsung for not making this right. Can't recommend this phone to ANYBODY at this point.

    Any thoughts/advice would be appreciated.

    P.S. will try to get pics of the damage uploaded soon
  2. quinn954
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    quinn954 New Member

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    mod edit
    Last edited by a moderator: Jul 28, 2012
  3. SFGate
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    SFGate New Member

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    This tells me something about all parties involved (except you, the poster). I will think it over for a long time before I get something that I now see as being this low quality. That is a lot of money to be throwing away on something that breaks with normal use.
  4. quinn954
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    quinn954 New Member

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    I can't say the same in my opinion this phone is very durable I've dropped it five six * with no case no screen protector so far it survive everytime without a scratch I've dealt with two crack screens in the past 1 on the evo 4 g and 1 on a samsung touch screen media player service providers will do nothing about cracked screens
  5. jntdroid
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    jntdroid DF Super Moderator Premium Member

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    Well at least you said it isn't always right... :)

    To all, we don't support or promote insurance fraud (nor should you, it makes all of our stuff more expensive!), and any further mention of it will result in a stronger reaction from the staff.
  6. quinn954
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    quinn954 New Member

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    Wasn't the best idea i ever had forgot to mention that sprint canceled my service 2 weeks after I received my new phone with a bs story about how it was due to excessive roaming we don't always see it but ****s got a way of balancing itself out
  7. jntdroid
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    jntdroid DF Super Moderator Premium Member

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    man that's the truth!
  8. exmasonite
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    exmasonite New Member

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    Missed the edited post but I don't think insurance fraud is an issue. I HAVE insurance... I just don't want to have to use it. Just very frustrating.
  9. Caesars
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    Caesars Well-Known Member

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    Honestly we need to raise a big online stink about this...by the time it's an issue, they well replace it with a freaking ReFurb and you will be screwed until whenever your next upgrade is.

    Googorola MAXX
  10. exmasonite
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    exmasonite New Member

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    That's when I am here...
  11. Knowpig
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    Knowpig New Member

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    If you have conveyed ALL the facts and what you are saying is truly accurate, then I would respectfully take that up the ladder with the Samsung rep and continue up from there. A step by step logical analysis will show that the damage or failure is not impact related.
    Keep us posted.

    Sent from my Liquid Galaxy Nexus on Xparent ICS.
  12. exmasonite
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    exmasonite New Member

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  13. exmasonite
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    exmasonite New Member

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    Knowpig-

    These are all the facts... my brother (Vzw assistant mger) got nowhere with samsung customer service. He is going to try to talk directly to the samsung rep for his region. Verizon won't do anything until it's an "acknowledged issue" with the phone... and samsung has to make that determination.

    So, where else should I post this story to help raise awareness and try to get samsung's attention? I am telling anybody and everybody not to get this phone until samsung figures this out.

    For the record, I won't give samsung my device number because I am worried they will flag the phone and i won't be able to use my insurance in the future, should I so choose. What are thoughts on this? Should I disclose it? I am interested in doing the right thing but if Samsung isn't going to (do the right thing) then I don't want to shoot myself in the foot.
  14. TisMyDroid
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    TisMyDroid New Member

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    Wow, exmasonite... I would be devastated. Your situation is so much more stickier than most but doesn't seem fair at all. It seems there have been quite a few posts reporting the SG3 screen cracking. Some of the complaints of the cracked screen were a result of what could be construed as undue pressure, user error to blame (ie. one person had the phone in his back pocket as I recall. Very interesting because last night when I went out, I must've seen at least ten girls with tight tight jeans on and a clear outline of their phones in their back pocket. Obvioulsy a very common practice). Your situation is normal use. I am grasping at straws here but I wonder if you collect all the posts that report a cracked screen and show it to the powers that be, if they would reconsider it being a fault of some of their phone's manufacturing. Just a thought!
  15. Knowpig
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    Knowpig New Member

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    I agree. The more data you present, the better off you will be. Again, firm, calm , professional disposition. And illustrate the facts. If a corporate representative from Samsung will not help, file a complaint with the BBB. As a last resort, I wonder if you could file suit in small claims court. But again, this hinges on honesty and how determined you are to make it right.

    Sent from my Liquid Galaxy Nexus on Xparent ICS.
  16. yeddi
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    yeddi New Member

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    Similar situation

    I may be in a pretty similar situation. I believe I may have a crack extending from the side of my phone near the volume button inwards.


    A day after opening my s3 I noticed what I thought was just a hair on the screen and went to wipe it off. The next day I noticed it was still there so I examined it closer and decided that maybe I scratched the screen. I had treated the phone ridiculously carefully but maybe it was a screen that was easy to scratch. I can live with scratches especially ones that are hard to see. Then I found out how hard it is to scratch the screen of this phone.

    I've tried out all the possibly methods of how I might have accidentally scratched this phone and none of them made a mark. My phone is clearly in perfect condition other than this crack/scratch and has never been dropped. At this point I'm convinced there was an imperfection in the glass that caused it to crack from the side. Obviously Verizon doesn't care and has told me to go through asurion for a warranty replacement.
  17. exmasonite
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    exmasonite New Member

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    Yeddi-

    Sorry to hear that we are in a similar situation. My only advice is to contact Samsung directly about it... even if they don't do anything about it, if they get enough complaints, they might acknowledge the problem. I would also tell your story to any/all that will listen, especially online.
  18. yeddi
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    yeddi New Member

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    I'll give that a shot. Here's a pic of what my screen looks like.
  19. cr6
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    cr6 DF Super Moderator Staff Member

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    Being only a few days old I can't imagine the carrier not replacing it for you. I've had my S3 for 3 weeks now and can't see how just pressing the button on the side of the phone would do this. You either got a defective unit or it was dropped somewhere along the line. Taking it into the store, they would clearly be able to tell if the phone was indeed dropped. I certainly dont think you should have to pay the deductible to replace it if in fact it broke by pressing the button in the side.
    Good luck and let us know the outcome. This is an amazing phone imo and I couldn't be happier with mine.

    tap'n
  20. MandoChapman
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    MandoChapman New Member

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    Mine just broke from the smallest fall I've ever had a phone experience... I laid down on my driveway to look under my car, my 2 week old S3 slid out of my pocket,maybe an inch to the ground while I was on my back, picked it up and the screen was shattered. Unbelievable. Had a case on order, but too late for that now. Want to raise a stink to let Verizon and Samsung know this is obviously an issue. I baby this phone other than this one miss-hap.
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