Database Users

i have to pay for touchscreen problem?

i have had an evo since the day it came out, and about a month and a half ago i dropped it on the ground. the screen shattered, and i didn't have insurance. at the time the sprint guy said it wasn't a big deal, because the cost for repair was about the same either way. i paid about $130 and it was fixed half an hour later.
lately, about a month and a half later, i noticed some weird issues with the touchscreen. it was jumping around as if i had my finger on it when i wasn't touching it. i formatted the sdcard, did a factory reset, wiped everything, and loaded a stock rooted rom on it. it was fine for a couple hours, then i noticed the issues again. random scrolling, opening apps when i wasnt touching the screen, etc. i noticed the Y and G keys are now not working. i downloaded a screen test app that records where you have touched the screen with a white line. while sliding my finger up and down all across the screen, there is a noticeable band running vertically across the general area of the Y and G keys that does not record any touch activity even if i slide my finger there.
i took the phone to a sprint store and showed them. they asked if i had insurance and i said no. they said "well you could get insurance and then have it repaired for $35." i asked "why should i have to pay to have something repaired that i didn't break? the replacement screen is obviously defective." the guy said "well you should have insurance." and i again said "why do i need insurance for something that went bad on its own?" and he said "you had the repair done over 30 days ago so you'll have to pay to have it repaired again."
i have no idea why i should have to pay for repairs for a phone, regardless if i have insurance or not, when i didn't do anything to damage the phone. im going to go to the actual repair store here in chicago, but i doubt theyll say anything different. if they can't repair it for free, im seriously considering switching to a different phone company. this ridiculous service/repair policy along with the horrible battery life (the guy actually asked how my battery life was and tried to sell me an extended battery, and also tried to sell me a case... neither of which i care about), ridiculous $10/month fee, and lack of built-in tethering makes me want to switch back to tmobile which was a great company when i had the G1.
does anyone have any tips they can give me to get this fixed for free? or is that a hopeless idea?
thanks.

When you had the repair done, I'm sure there was a warranty period on the repair itself. Do you have any documentation showing what that timeframe is? It seems to me that if the screen repair warranty is up, you may be stuck paying for the new repair. Have you tried calling sprint with *2 and explaining the situation? I went through a similar situation with the screen developing a large white spot. It took many calls to *2 until somebody was willing to work with me. Try that. If you are not getting the answers you want, hang up and call right back. My persistence worked out eventually, but like I said, it was a time-consuming ordeal. Good luck.

i understand that there was a warranty associated with the last repair, but it still doesn't make any sense to me that a problem i am having with the screen has nothing to do with anything i did. the shattered screen is not the problem (the screen did not get shattered again, which was what the original repair was for). the touchscreen is simply not working properly. am i supposed to get insurance, pay for that each month, and then pay $35 now and again every 45 days if the problem continues? doesn't make much sense to me, but that seems to be how sprint operates. i will take your advice and call *2 after i get turned away at the actual repair facility that i'm on my way to now. thanks for your advice.

Go to another store and show them the problem but do not mention anything about the screen being replaced before, unless they noted your account. Hopefully they could replace it/fix it under warranty

Welcome to Sprint's "screw the customer" routine. Ive dealt with similar issues in the past.
Like others have said, the repair they did should have a warranty to it, just like if you go to get your car fixed, it usually has a 90 day warranty on the fix itself. Go back to where they fixed it, and talk to the manager. Explain your situation, that the repair obviously was faulty.
If that doesnt work, call *2, and ask to speak to account services. Explain your situation to them, how you are not at fault here, and shouldnt be treated this way as a valued customer. Tell them you will cancel your service if they dont help you resolve this issue. When you tell them that, they will bend over backwards to keep you, and hopefully send you a repacement phone.

I would say your best bet is calling *2 several times and trying to get a person who will help. Usually if you bounce around enough you may get lucky. Although, I have noticed that over the last 6 months they have really tightened down and become less willing to make exceptions. But these situations is what the insurance is for. If your phone was defective in the first 30 days, Sprint would repair it or replace it for free regardless of insurance, after that it's on the customer if you don't have insurance, regardless of the issue. If you had insurance right now you could get it replaced free with no deducible. I had a similar problem with my original EVO that I had since launch day last month. The touchscreen would just start clicking in the middle of the screen all on it's down. I have the insurance, so they replaced it with no questions asked. Your situation is sort of like a laptop, they only come with a certain warranty, and then if it breaks after that it's on you to fix it unless you have extra insurance or an extended warranty regardless of why it malfunctioned. I'm not a big fan of extra insurance either, but on a phone it is really worth it. Also, I am pretty sure ALL phone companies have the same sort of policy when it comes to fixing phones, so I doubt going to a different carrier would help you any. If your phone breaks without insurance through any provider after 30 days its coming out of your wallet. I would say, you might as well get the insurance and pay the $35 to get it fixed. That sounds like a good deal to me, because last night I broke the glass on my second evo, and with insurance the deductible to replace the phone is $100... so $35 sounds like a deal to me. If you don't want to do that, the only other option I see is going on eBay and buying a new screen/digitizer for $49 and putting it in yourself.

wmblalock said:
I would say your best bet is calling *2 several times and trying to get a person who will help. Usually if you bounce around enough you may get lucky. Although, I have noticed that over the last 6 months they have really tightened down and become less willing to make exceptions. But these situations is what the insurance is for. If your phone was defective in the first 30 days, Sprint would repair it or replace it for free regardless of insurance, after that it's on the customer if you don't have insurance, regardless of the issue. If you had insurance right now you could get it replaced free with no deducible. I had a similar problem with my original EVO that I had since launch day last month. The touchscreen would just start clicking in the middle of the screen all on it's down. I have the insurance, so they replaced it with no questions asked. Your situation is sort of like a laptop, they only come with a certain warranty, and then if it breaks after that it's on you to fix it unless you have extra insurance or an extended warranty regardless of why it malfunctioned. I'm not a big fan of extra insurance either, but on a phone it is really worth it. Also, I am pretty sure ALL phone companies have the same sort of policy when it comes to fixing phones, so I doubt going to a different carrier would help you any. If your phone breaks without insurance through any provider after 30 days its coming out of your wallet. I would say, you might as well get the insurance and pay the $35 to get it fixed. That sounds like a good deal to me, because last night I broke the glass on my second evo, and with insurance the deductible to replace the phone is $100... so $35 sounds like a deal to me. If you don't want to do that, the only other option I see is going on eBay and buying a new screen/digitizer for $49 and putting it in yourself.
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Under the new Sprint policy revealed here on XDA, isn't a non-TEP screen replacement, or anything else, $35 per job?

Update:
I went to a Sprint repair store (can't go to the original one because I moved across the country). They took the phone to the back room and came out five minutes later. The guy said "the tech said to get that touch screen test app off your phone because it isn't a good representation of what's wrong" ... I said "okay, well that section of the screen is clearly not accepting touch input" and he said to call a 1800 number to do a factory reset (?!) so I left and called that number and it was disconnected. haha.
I called *2, went through a bunch of menus, and it told me to call some 1800 number from a different phone. I got some guy who walked me through a factory reset which of course did not work. He said he would connect me to tech support, who I thought I was already talking to. Told her the problem and that the reset didn't work. She said it was a hardware problem and I said yes, and said I know it isn't her fault but that I didn't think it was fair for me to pay for a defective screen. She said she was making some notes in my account and was going to transfer me to an escalation manager. That person listened to my complaint again which I tried to word in a polite way. I didn't threaten to cancel my account but was ready to say something. I told her I would like to have a replacement phone since this one seems to have issues. She asked if it had been replaced before, I said no. She asked for my mailing address and email and put me on hold for about five to ten minutes. During that time, I got an email outlining my exchange order.
The exchange order notes that I could have to pay $75 to $125 for the replacement as well as some other fees, but she never mentioned anything about me paying at all so I'm prepared to call up and complain again if they try to charge me. I mean, I realize that's a policy but they never mentioned fees on the phone. I mean, i might as well have paid the $35 if I didn't mind fees.
Another thing to note is that when the guy at the store came out of the back room he had the battery cover off my phone and said the sensor showed it had gotten wet. I have never gotten it wet, and he said it was my fault if I kept it in my pocket. I will call and complain again if they charge me for returning a wet phone, because its not my fault if its such a poor design that minor sweat or pocket humidity can make it malfunction! I don't mean to nitpick but come on HTC...

one thing i HATE about calling any tech company getting shifted around to this person then to this person etc etc

wrb123 said:
i have had an evo since the day it came out, and about a month and a half ago i dropped it on the ground. the screen shattered, and i didn't have insurance. at the time the sprint guy said it wasn't a big deal, because the cost for repair was about the same either way. i paid about $130 and it was fixed half an hour later.
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Did you ask them what kind of warranty they provided with the repair?

No, I didn't (and still don't) think it mattered. If I break something, like I did, I expect to pay for it or have insurance cover it. Since I didn't have insurance, I was okay with paying. While I don't expect a repair to last forever, I think it is reasonable to expect the phone be repaired to like-new condition or with a new screen. Then, if I use the phone normally, with or without insurance, I expect the phone to function normally for at least the length of the contract.

Expectations and reality are two different things. Why don't you call the store and ask them how long they warranty their repairs and go from there.
Sent from my PC36100 using XDA App

I don't know what this guy is talking about! First with how much this phone cost why wouldn't you have insurance on it! It only equals 85 bucks for the year way less then the price of a new or used phone even with the 100 you have to pay to get a replacement your still making out good! I jumped in the pool with my phone and even though it still worked I got a replacement for a 100 no hassles! And my screen went hay wire on the replacement and when they couldn't repair it I got another one for free! I dropped my phone and damage the front facing camera took it to the Sprint store and got it fixed for free! So stop being cheap and get insurance
Sent from my PC36100 using XDA App

I am already getting a replacement phone for free, without insurance, if you read the entire thread.
As far as "being cheap" and "just getting insurance" you are citing two incidents where you caused damage to your phone. I agree that you or I should be expected to have insurance to cover damage to our phones that we cause. I am talking about a screen defect (I didn't drop my phone a second time and crack the screen a second time - the screen stopped accepting touch input in a huge area). people should expect more from electronics manufacturers and the phone companies that essentially work with them by accepting and promoting new phones. Electronics used to last, even when they had moving parts. Now we have a generation of people who are fine with devices that frequently go bad and having insurance to cover it. It seems to me Sprint and HTC are the cheap ones, pumping out thousands of the next "iphone killer" with poor batteries, screens, usb ports, etc.

The "issue" you are having with Sprint is that they no longer cover in warranty repairs at no cost. The phone comes with a 1yr warranty thru HTC. If you would like free in warranty repairs call HTC. Good luck with that one by the way. Normally you are responsible for shipping the device to the manufacture and you would be obviously without your phone for the duration of the repair. The manufacture usually inspects the phone much more closely as well. When I worked at another carrier we used to receive photos of corrosion internally of equipment that they determined was not repairable. Even though the external indicators showed no such damage.
If you have TEP $7/month you would receive replacement equipment for in warranty repairs if it can not be repaired by an in store technician. TEP covers all manufacture warranty and non-warranty items in house. If it is board level damage, water damage, lost stolen, or broken beyond repair it will be replaced by asurion for the $100 deductible.
Any warrantied item without insurance will cost $35 for sprint provided repairs. Exception being software updates. If the phone is out of warranty all repairs, software updates, etc will cost $35.

The incident when my phone went on the fritz and was doing the same screen things yours was I got a replacement free of charge!
Sent from my PC36100 using XDA App

My "issue" is also that sprint was providing in warranty repairs for one year when I bought this phone. Now they're trying to change that and then saying "oh just get insurance because its a good idea and would cover this." No. I'm getting a free replacement which is what I deserve. There is another thread that explains this change in policy.

bnick007 said:
The "issue" you are having with Sprint is that they no longer cover in warranty repairs at no cost. The phone comes with a 1yr warranty thru HTC. If you would like free in warranty repairs call HTC. Good luck with that one by the way. Normally you are responsible for shipping the device to the manufacture and you would be obviously without your phone for the duration of the repair. The manufacture usually inspects the phone much more closely as well. When I worked at another carrier we used to receive photos of corrosion internally of equipment that they determined was not repairable. Even though the external indicators showed no such damage.
If you have TEP $7/month you would receive replacement equipment for in warranty repairs if it can not be repaired by an in store technician. TEP covers all manufacture warranty and non-warranty items in house. If it is board level damage, water damage, lost stolen, or broken beyond repair it will be replaced by asurion for the $100 deductible.
Any warrantied item without insurance will cost $35 for sprint provided repairs. Exception being software updates. If the phone is out of warranty all repairs, software updates, etc will cost $35.
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That's a good explanation of what changed. It actually used to be like this way back in the day wth Nextel before the merger - you could get a warranty replacement for free, or you could pay $35 for the convenience of walking into the store and picking it up the same day. I'm not sure when it changed to free warranty repairs but you have to pay more for out of warranty repairs (first it was $35 or $55, depending on what's wrong, then later $99 for dumbphones and $119 for smartphones), but now it's essentially back to how it was to begin with.
Overall, It's probably a better value, and you're probably still better off without insurance. Think about it this way - suppose you keep a phone for 2 years, and it breaks once a year - once under warranty and once out of warranty. With the new plan, that's a total cost of $70 ($35 + $35). With the old plan, the first repair would be covered and the second wouldn't. so that'd be $119. Now obviously, that's a hypothetical, you probably don't need to get it repaired that often. but personally, I find that I generally don't need any repairs until I've owned it for a year or so anyway. So it's better for my purposes, although others might disagree.
Regarding TEP - in the long run you're not saving money unless your phone is lost or stolen, and even then you're out $100 for the deductible. Suppose you're phone is stolen once in the same hypothetical 2 yr period (since after 2 yrs you could get a discounted upgrade): You'll save $449.99 on a new phone at MSRP, but you will have paid $268 in premiums and the deductible. If your phone isn't stolen / water damaged / completely destroyed, you're out $168. I don't know about you, but in the last 11 yrs that I've owned cell phones, I've never had that happen - I've needed repairs, but have never been in a situation when I'd need to place an insurance claim. And the $35 you'll save on a repair with tep is only 5 months' premium - surely nobody needs a repair every 5 months!
The bottom line is that all insurance is a losing proposition in the long run - if it weren't likely that you'd pay more in premiums than you get in claims, insurance companies wouldn't make any money. Personally, i only insure those things that I absolutely can't afford to replace out of pocket - my car, house, health life, etc.
Anyhow, sorry to go on like that, but it's just a topic that's been bouncing around in my head recently.
(and a bit of fair disclosure, I'm a Sprint Nextel employee, but what I write here is purely my personal opinion)

Raheem387 said:
The incident when my phone went on the fritz and was doing the same screen things yours was I got a replacement free of charge!
Sent from my PC36100 using XDA App
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Good deal
Sent from my PC36100 using XDA App

Good luck, I have to wonder though if the fight, frustration and possible disappointment is really worth it.

Asus repair facility scratched my transformer

I sent my Transformer RMA for repairs, I received it back after 23 days!, with a 3 inch scratch on the plastic back. There is a gouge in the metal bezel, that I can see and feel, extending from there is a long scratch. This is the most frustrating "toy" I've ever purchased. Dust under the screen, an unsealed screen (gap between the glass and rubber strip), a charger that would not charge the unit (not to mention the cable is so short) and now they damage it.
I was told to take pictures of the damage and send them to ASUS customer care. I don't want to send it for repair again, especially not at my expense. On the other hand, if they agree to replace it, what are the odds of actually getting one that works, and was built, correctly.

This would be funny if it weren't so sad.
I had predicted this and now I'm further convinced they're going to mess up my unit.
Great, just great. I guess with Asus your only choice is to live with the problem. Never ever send it in for repair.

I was under the impression they weren't even repairing your unit but just giving you a refurb one.
You probably got someone else's toy that happened to be scratched to ****.
sassafras

Crap happens. The techs are only human.
I had a Canon DSLR whose sensor was scratched while in repair. When I got it back I called them up and explained the problem. Canon immediately had me send it back and fixed it quickly. Hopefully Asus will do the same.

CheyenneDonna said:
I sent my Transformer RMA for repairs, I received it back after 23 days!, with a 3 inch scratch on the plastic back. There is a gouge in the metal bezel, that I can see and feel, extending from there is a long scratch. This is the most frustrating "toy" I've ever purchased. Dust under the screen, an unsealed screen (gap between the glass and rubber strip), a charger that would not charge the unit (not to mention the cable is so short) and now they damage it.
I was told to take pictures of the damage and send them to ASUS customer care. I don't want to send it for repair again, especially not at my expense. On the other hand, if they agree to replace it, what are the odds of actually getting one that works, and was built, correctly.
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Where did you get your TF from? Amazon? If, so call them up and asked them if they could help you out with an exchange? Did you use Amex for this purchase? If so see what they said. I would go back to ASSus if the first two dont work out.

I had a Canon DSLR whose sensor was scratched while in repair. When I got it back I called them up and explained the problem. Canon immediately had me send it back and fixed it quickly. Hopefully Asus will do the same.
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You hope too much. That's Canon. This is Asus.
Crap happens. The techs are only human.
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No, unacceptable. Spilling a drink is "only human", they should be smart enough to know whether they can fix a ****ing $400.00 device without unnecessarily gouging it on the back.
If they can't do it without ****ing it up they could always issue a replacement like they should be doing. They decided it would be "better" to use a putty knife, tear this thing apart and hopefully put it back together. That's no accident, that's stupidity.
The truth is we purchase a brand new item and it goes back within weeks of purchase for a refurbished POS. We're actually paying a premium to pay for this refurbished POS when you factor in the return shipping they charge you. $400.00 is no longer such a good deal.

dazz87 said:
Where did you get your TF from? Amazon? If, so call them up and asked them if they could help you out with an exchange? Did you use Amex for this purchase? If so see what they said. I would go back to ASSus if the first two dont work out.
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Unfortunately I got it from Newegg, but I always use American Express. If I can't get Asus to replace it then I will call the credit card company. I do understand things happen, however, when you pay for a new device and get a damaged deviceback from the repair facility there is a problem.

Only bother if the credit card company is willing to issue you a refund of their own. Some credit cards come with policies like this that will even pay for broken televisions.
Don't however, do a chargeback to Newegg. They'll ban you and anyone with your address from shopping with them for life (or until you pay how much was taken due to the chargeback).
I'm sure if you own a house that a "Newegg address ban" will hurt your real estate investment price because well, nobody wants to live in a house that can't receive packages from the egg.

American Express has a great plan attached to it. Any item, purchased in full, with American Express has a 90 day protection - if you lose, have stolen, or damage the item it will be replaced (or repaired); plus your warranty is extended by 1 year. If the item repair cost is close to the original price they generally just refund the entire, original cost.

CheyenneDonna said:
American Express has a great plan attached to it. Any item, purchased in full, with American Express has a 90 protection - if you lose, have stolen, or damage the item it will be replaced (or repaired); plus your warranty is extended by 1 year. If the item repair cost is close to the original price they generally just refund the entire, original cost.
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Yea, amex extended warranty kicks arse. I once got 1600 back for a laptop I had owned for over 3 years. they add an extra year onto whatever warranty you buy, i bought the 3 year from dell. I got all of my money back including what i spent on the extended warranty in the first place.

CheyenneDonna said:
American Express has a great plan attached to it. Any item, purchased in full, with American Express has a 90 day protection - if you lose, have stolen, or damage the item it will be replaced (or repaired); plus your warranty is extended by 1 year. If the item repair cost is close to the original price they generally just refund the entire, original cost.
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they also have this protection which you get a max amount of $300.00 if you are not happy with your purchase. I wondering do you have to send you tf to amex in order to get the credit? Also is amex going after the merchant for you 300.00 or its came from amex? I don't think its worth it if either amazon or neweggs ban ya ass for life....

Really?? A business bans someone for taking advantage of their legal rights? I've never bought anything from a place that requires the surrendering of my consumer rights and if Newegg does this I truly doubt I ever shall even consider them! Not to mention if this is the case, share that nugget of information with everyone I know.

skeeterpro said:
Really?? A business bans someone for taking advantage of their legal rights? I've never bought anything from a place that requires the surrendering of my consumer rights and if Newegg does this I truly doubt I ever shall even consider them! Not to mention if this is the case, share that nugget of information with everyone I know.
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It is your legal right to take back the money paid to them through your credit card company. It is THEIR legal right to ban you for practically stealing from them.
It goes both ways.

CheyenneDonna said:
American Express has a great plan attached to it. Any item, purchased in full, with American Express has a 90 day protection - if you lose, have stolen, or damage the item it will be replaced (or repaired); plus your warranty is extended by 1 year. If the item repair cost is close to the original price they generally just refund the entire, original cost.
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In the market for a new credit card - is this true of any American Express card? Our just one of their particular cards?

I don't condone perpetuating fraud for returning frivolously perfectly good items, really. But to retaliate on an unwitting consumer who got a DOA item (condition unbeknownst to the business, of course) who only wishes to enjoy a working purchase it is, at the least, reprehensible IMO. At the very least, highly discouraging to potential repeat business.

Pisugtooq said:
In the market for a new credit card - is this true of any American Express card? Our just one of their particular cards?
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Any card would do. I got the blue verison which I believe is the lowest card and they offer me the same ext warranty.

Hmmmm.
I sent my TF 32gb to the repair center in California after having it for two days because the left speaker was barely working. About three weeks later I got it back. Everything works great. Plus, no damage. The replies on here got me wondering if I got 'my' unit back. There was a new warranty card in with tablet along with the other papers. So I compared warranty cards. I didn't get mine back. I hope what I did get back was a new one. Guess I will never really know.

bluecnc said:
I sent my TF 32gb to the repair center in California after having it for two days because the left speaker was barely working. About three weeks later I got it back. Everything works great. Plus, no damage. The replies on here got me wondering if I got 'my' unit back. There was a new warranty card in with tablet along with the other papers. So I compared warranty cards. I didn't get mine back. I hope what I did get back was a new one. Guess I will never really know.
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Damn, wish mine went to California instead of Texas. You could check your S/N # on the new tablet against the rma # on their site. How did you end up sending it to the repair center in Cali?

I called the Asus phone number on the warranty card and got an RMA number with the Fremont, CA address. That's it. I think it may be one of their corporate centers.

I don't think it really matters where you call. They route you based on which facility is closer to you or maybe which one leads to an optimal schedule based on load balancing. They're not going to send 800 repairs to Cali and leave the Texas facility empty, nor are they going to ask someone in NY to send to Cali at $25.00 shipping when Texas is closer.
I have a question for you bluecnc. You said you got a new warranty card. What did you send in? Did you send in everything including the box, warranty cards and pamphlets? What exactly did you get back in return?

Screen Lift - Return to Store or RMA With Asus?

Hi,
I've got the screen lift issue on my tablet and I'm trying to decide whether to return it to the store where I bought it (Staples) or wait until a permanent fix is found and then return to Asus for repair.
Normally returning to Staples would be a no-brainer, but I really do love the tablet and would hate to do without it for a month or two if it takes that long for a fix to what appears to be a manufacturing defect to work through the system and get to retailers. The Canadian repair depot has a great reputation for fast, high-quality service. I could keep using it in the interim until a known fix is figured out, then ship it back to Asus. Though 10 days is the stated repair time people at the Canadian repair depot have reported 5 days or so in some cases.
I'm at a cottage right now and would love to use it as an Ereader on vacation here, but would be afraid to use it if I wasn't sending it back for warranty repair, as scuffs do happen sometimes and Staples probably wouldn't like that too much.
What do you think I should do?

Sending it in to Asus should be a last resort if you're past your return period.
Countless horror stories from Prime owners on the rma process. Most commonly, you'll get it back with physical damage that you didn't cause. And that's after it's been with them far longer then they say it will take. If they say 10 days. Expect a month and a half.

Staples Return Policy said:
Easy Returns.
If you’re not 100% satisfied with your Staples purchase, return it for any reason.
Technology and Business Machines: Technology and business machines may only be returned within 14 days of the date of receipt, including Staples® brand technology and business machine products.
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Enjoy your unit with screen separation until you need to return it, but I think you should definitely get your money back.
If you're willing to pay a little extra you can order from the Play store. That way you'll be dealing with them instead of ASUS for your warranty, which is a major selling point when you consider the failure rate of these early units. And corrected units will be available from them before anyone else.
Ideally, you'll be back from vacation before your return period expires and the 16 will be available by that time.

I am in the same boat as the OP. I thought I was lucky and didn't have this issue but now after couple of days of usage it showed up. I am still within the staples return period. I have no other major issues.
Since this issue is hardware design flaw and everyone will pretty much run into the issue. It is matter of time when the glue attached to the side of the screen will give out.
What do you all think ? Should we return it ?

GhostXtreme said:
I am in the same boat as the OP. I thought I was lucky and didn't have this issue but now after couple of days of usage it showed up. I am still within the staples return period. I have no other major issues.
Since this issue is hardware design flaw and everyone will pretty much run into the issue. It is matter of time when the glue attached to the side of the screen will give out.
What do you all think ? Should we return it ?
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Yes. ...And since you know it's a design flaw, please don't get another one.

I dropped it :(

Hi All,
Being the hilarious guy that I am, I decided that it would be a good idea to jump out and scare the [email protected]#% out of my little sister whilst outside.
Of course she throws her hands up in the air, subsequently knocking the phone out of my hand. Case (led view that doesn't light up anymore) immediately separated from the phone and the screen landed face first on the concrete. Followed shortly by a "that's what you get for scaring me".
Few scratches around the center of the screen but the main issue is the bottom right corner just below the back button. Seems to have taken the brunt of the impact. So missing a chunk with cracks running along and it's already driving me mad.
I'm assuming that some of you may also have creative ways to smash your screens, so what's the best bet with getting this repaired? Any ideas on cost? I'm assuming just a screen replacement.
Cheers!

Funnily enough mine lost a chip and then cracked in exactly the same place - from a drop of less than 2ft Fortunately mine was covered by insurance and I got a replacement phone. In the UK I believe the cost of replacing the glass is in the upper £200s as the screen needs to be replaced as well as the glass because they are bonded together...

I've gotten quotes ranging from $200-$450 .. but not sure where to even begin with finding a reliable source to get the screen replaced. Starting to think this whole curved screen thing was a bad idea.

First phone I've ever accidentally damaged. I'd thought the cost would be around £200 but I've no idea where to look to sort this either. What a pain!

mmotti said:
First phone I've ever accidentally damaged. I'd thought the cost would be around £200 but I've no idea where to look to sort this either. What a pain!
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You must have a local mobile repair shop, look in town centres or markets

I recommend UBREAKIFIX..they have lots of stores in the US..the phone is still fairly new and repairs are not supported by many third party companies..I recently got mine changed ..brand new but its quite expensive ($409) but I got the phone back in about 4 days and it's brand new again. ��Your only other option is calling Samsug directly for repairs if your warranty is active.

cracked my screen too am currently fighting with samsung US to have it fixed, it's crazy they first told me that they can't do it (since it's the international variant not sold in the US, "parts are different and they don't have the right ones" though I doubt the screens are different). Then another said that they should be able to fix it and since then I keep sending them paperwork that they request to see if they even can fix it but they never receive it... A bit frustrating experience...

One option is to sign up for Samsung's phone cover and then send it to them for repair, OR, just have Samsung repair , I think the cost is 275 - i.e. assuming its a US phone, and not an "Out of Region" one - in whic case, you're SoL. I bought mine on Amazon from a seller who advertised "International Warranty" - which I assumed meant global warranty. After dropping my phone and cracking the screen, I found out International meant, sending the phone away internationally to the region it came from. Samsung US refused to repair "out of region". My phone was, of all places, from Egypt - which worked out beautfully for me, had a clleague from Cairo who was going back for vacation. Sent it back wiht him, and got the phone back, as good as new for a US$ equivalent cost of US$284. A massive f**k up, but I paid 700 for the phone, so, still not bad.

Will is still be waterproof after screen replacement, I'm hearing it won't be unless repaired by Samsung themselves.

Get flat screen next time. More easy to repair and cheap to repair.
Like galaxy S7 normal not edge

Lesson learned dont scare ur sister karma is a *****

TraumaTiger said:
Will is still be waterproof after screen replacement, I'm hearing it won't be unless repaired by Samsung themselves.
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As far as I know the IP rating comes about by coating internal parts rather than preventing water ingress via sealing, so the phone should still be resilient (note, I didn't use the word 'waterproof' ... before or after a screen replacement).
I don't think Samsung warrant any damage by water anyhow so its a moot point.
Lesson ... don't take it under water!

[UK Readers] Anyone know what Samsung charges for front glass replacement?

The touch screen is fine. If I go in to the Samsung store near me, what are they likely to charge me? Anyone been through the process with Samsung? Thanks.

i think they charge around £300. don't tell me you've dropped it

free2live said:
i think they charge around £300. don't tell me you've dropped it
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£300!? That's like 50% of the overall price! Ridiculous.
And yeah...dropped it First time I've ever dropped a phone and smashed a screen. Absolutely smashed all over. It only fell from a foot or two, landed face down on hard flooring.
I do however have insurance, but I'm getting some bad vibes from the insurance company and revisiting reviews on them they're receiving an increasing number of negative reviews. When I took it out they had positive reviews. I'll reserve judgement though until I've gone through the process. They're registered with the FCA so if it goes sour I'll go down the ombudsman route and ask my CC company to recover the premium I paid. I'm hoping it doesn't come to that though.
I was asking about Samsung's price just out of curiosity really.

Whom you insured with

Go to a Carphone Warehouse store. Their Geek Squad thing is an official repair provider and they charge £170 ish. I had to get mine fixed a couple of months ago and thats what I did. Still expensive tho!

sutty86 said:
Whom you insured with
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LoveitCoverit
WelshBluebird said:
Go to a Carphone Warehouse store. Their Geek Squad thing is an official repair provider and they charge £170 ish. I had to get mine fixed a couple of months ago and thats what I did. Still expensive tho!
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Thanks for that mate. Worth knowing in case insurance falls through.

Won't help you now but for future reference, Gadget Cover are good. My circle of friends all use them. They always have discount codes available.
At the time we got yearly coverage of the S7 Edge for £65 for the year including loss, excess charge of £50. Used them previously to fix my OnePlus One, my Dads OnePlus One and my old Galaxy S3 (When it was still the hottest thing around lol).

WelshBluebird said:
Go to a Carphone Warehouse store. Their Geek Squad thing is an official repair provider and they charge £170 ish. I had to get mine fixed a couple of months ago and thats what I did. Still expensive tho!
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Apparently there is a Nationwide short supply on replacement screens for most Samsung models. So the insurers, which I find weird, have asked me to obtain a quote, send it to them, if they approve it get the work done and they will send me a cheque as reimbursement (less the excess).
Went to the Samsung Experience store in Milton Keynes which is run by Carphone Warehouse. Quote for repair was £190.

Cracked my screen about 3 months ago when jogging home from the gym (1 mile). No idea how it happened as it was in a arm strap and I didn't bump into anything. Anyway went to the Samsung service centre in Surrey Quays, London. £200 to replace and picked it up the day after. Never smashed a phone screen before that. This phone screen concerns me in that I think it is not as strong as other phones.

Actually what i have heard that the whole digitizer (full screen and glass) has to be changed , glass can't be replaced separately.

Just thought I'd drop in and update on my experience. So after chasing my claim for awhile, eventually the insurance company sent me a cheque for £140 (to cover the £190 price for repair less my £50 excess). Not 100% satisfied with the service I've received from the insurance company as the policy I purchased was a premium policy which meant I should have been a day or two without my phone at the most, not several weeks.
Anyway, long story short, I got it repaired at the Samsung Experience Store in Central Milton Keynes (which is operated by The Carphone Warehouse incidentally). They replaced the whole front section which includes the silver frame - which was an extra bonus really as I'd scuffed that in one corner.
Although the price is pretty steep at £190 I can't fault the service. I had the phone back within a week and they did a damn good job on it. As they're authorised repair center the warranty and waterproof rating remain in tact.

Chris_c81 said:
Apparently there is a Nationwide short supply on replacement screens for most Samsung models. So the insurers, which I find weird, have asked me to obtain a quote, send it to them, if they approve it get the work done and they will send me a cheque as reimbursement (less the excess).
Went to the Samsung Experience store in Milton Keynes which is run by Carphone Warehouse. Quote for repair was £190.
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odd if an insurer cannot repair within 48 hours they should usually send a replacement or pay you cash to buy a new one. Have nationwide phone insurance and they are good.

mikey_sk said:
odd if an insurer cannot repair within 48 hours they should usually send a replacement or pay you cash to buy a new one. Have nationwide phone insurance and they are good.
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To be honest, although they came through in the end, I'm not convinced they're a reliable insurance company. I was lured in by some good reviews however more recently their reviews have nose dived. And I quickly realised what was going on. Basically when you purchase the policy, about a day later you're sent a review link for the reviews website they quote all over their website. Naturally, your only experience with the company at that point is purchasing the policy, which is a smooth and painless process. So they quickly rack up decent reviews by asking for a review early doors. The reviewers who waited to review until they needed to claim, have not so good things to say about them in recent months.
My next insurance policy will be a "new for old" policy. That will be the selling point I look for as a lot of the cheaper policies are refurbished for old or equivalent for old.

Looks like I also will be looking into a screen change. I'm undecided which direction to go yet. Best bit is I didn't drop mine I pressed the power button and a small arc crack formed around the button never had anything like this before can't say I'm impressed really.

Original poster whom you with name and shame...
Edit
Seen it.
Gadget cover get a good write up quite cheap also