Two weeks ago my mighty and shiny TF700's touchpanel stopped working partly. I discovered that only a small part of the touchpanel was registrating my touches. I also discovered two small cracks on screen. Not sure if it is the Gorilla Glass or the LCD that have cracked, since the cracks were beneath the glass. If I draged my nail above the cracks, I couldn't feel it. Here is a video; (Those two dots constantly lighting are trigged by the two mentioned cracks)
http://www.youtube.com/watch?v=SZ1xX4IT8jU&feature=g-upl
ASUS servicepartner declined warraty based on these cracks and claim that the user caused. I just don't get how I can make a internal damage without making external damages. Also, what I dont understand that the touchpanel is working were the two cracks are present, and the touch panel isn't working where there are no cracks. As I see it is two separate faults!
This is the response I got from ASUS Nordic:
Hi
The thing is with the tranformers that the glass is made of so called gorilla glass and
it can take more punishment then the touchpanel that is beneath it. This can create
situations that can seem somewhat illogical from the customers perpective as there
is no "visible damage" to the touchpanel but it has in fact gotten damaged.
I can''t speculate to how the damage was received but the panels are not cracked
when they leave the factory.
Unfortunately this type of damage is not impossible to make on the product.
Best Regards,
XXXX
ASUS Nordic
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Click to collapse
Hi
The gorilla glass does flex and this may cause that the panel itself gets cracked but
the gorilla glass is fine.
I''m really sorry but we can''t handle your case as an in warranty case.
Best Regards,
XXX
ASUS Nordic
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Click to collapse
Is anyone buying this explanation from ASUS?
Ok this is actually so scary how sucky the Asus service is. I paid a lot for my tablet and having these hot pixels on my tablet.
I feel a bit that I am trapped now in this investment. But this will surely be my first AND last Asus product ever. Not that I dont like my tablet but things like this example here make me stick with companies who can handle the warranty well. Samsung is quite ok with theirs. Not perfect but ok.
Sorry to hear, man. I don't buy it, but I'm pretty sure they're safe to state this, since it's pretty much impossible for any customer to prove them wrong in any way. Display damages? Blame the customer, no matter what.
With all the issues people are experiencing with poorly manufactured units where the display is "popping" out or you get clicking noises because it isn't placed properly down on the frame, I can totally see where these things can cause stress to the glass and panel which in rare cases can cause cracks or damage it otherwise. Too bad they'll never admit to any issues like that. There's apparently no such thing as "a known issue" with Asus.
I've been tempted to RMA mine because of the uneven glass and clicking noises around the edge, but I'm going on a long flight next week, and I didn't want to be without the tablet then. I'll probably do it once I get back, though. Asus can't get away with the shoddy workmanship on these devices.
The most annoying part? They know it's shoddy, they know about these issues, but they'll NEVER admit to them.
Never email them... Call them and if they don't RMA, ask for manager.
ASUS explaination is just BS!
the Touch Controller is under/in the Gorilla Glas, even if the glass is broken the most digitizers (the name of this unit) still works.
If your Digitizer don't work but your screen/glas is not broken this is definatly a RMA case.
If they don't want to change and tell you it is your fault -> go to a lawyer. or tell ASUS that you will contact a lawyer if they don't want to make a RMA for there own fault.
Guys, don't be so stupid and buy all of the companies explainations! Somethings it is just enoght to make more pressure!
kabauterman said:
ASUS explaination is just BS!
the Touch Controller is under/in the Gorilla Glas, even if the glass is broken the most digitizers (the name of this unit) still works.
If your Digitizer don't work but your screen/glas is not broken this is definatly a RMA case.
If they don't want to change and tell you it is your fault -> go to a lawyer. or tell ASUS that you will contact a lawyer if they don't want to make a RMA for there own fault.
Guys, don't be so stupid and buy all of the companies explainations! Somethings it is just enoght to make more pressure!
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Click to collapse
Hire a lawyer, pay 100-1000$ an hour depending on experience.
Conclusion? NOT WORTH IT. Get Squaretrade warranty with accidently warranty if you're under 90 days of purchase and let them deal with it.
Wasn't the tablet working well before? Then all of a sudden it stopped working. You mentioned there were cracks. If it was there before your purchase, you would have noticed it and returned it. Few weeks/months later you find cracks so the touchscreen doesn't work. I'm not trying to bash OP but you could have squashed the glass which caused enough flex to damage the display and touchscreen. Asus warranty does not cover damages like that.
It doesn't matter if there is a crack in one side of the screen and functions well. I've seen displays that are FULLY cracked all over the screen and it works well. I see no reason with argue with Asus because they didn't create the cracks.
Even though Asus QC is lacking, I've never seen internal displays cracked or touchscreen doesn't respond when people purchased their tablets.
ImYoungxD said:
Hire a lawyer, pay 100-1000$ an hour depending on experience.
Conclusion? NOT WORTH IT. Get Squaretrade warranty and let them deal with it.
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Click to collapse
I don't know how it realy works in the USA, but here in Germany a Company don't gives just 'warranty'
also the reseller MUST give you 2 years "warranty". If ASUS don't RMA it, give it back to the shop?
And I don't mean realy hireing a lawyer, I mean sometimes just the word and the pressure is enoght.
But realy this is a clear RMA case. WTF?
If my glass cracked, all by itself, I would expect an RMA. If I accidentally cracked it, I would not be shocked that something else got squashed too, and I would not expect any of that to be covered.
Sent from my ASUS Transformer Pad TF700T using xda app-developers app
Thanks for your reply guys!
ImYoungxD said:
Never email them... Call them and if they don't RMA, ask for manager.
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My first attempt was a call to ASUS support in Norway (where the tablet was bought), but I was shocked of the poor knowlegde and the attitude of the customer service representative. However I was encouraged to fill out a online complain form.
kabauterman said:
ASUS explaination is just BS!
1) If your Digitizer don't work but your screen/glas is not broken this is definatly a RMA case.
2) If they don't want to change and tell you it is your fault -> go to a lawyer. or tell ASUS that you will contact a lawyer if they don't want to make a RMA for there own fault.
Click to expand...
Click to collapse
1) That is exactly my point. If the Gorilla Glass isn't protecting the digitizer, then it have to be poor manufacturing. A product that have been on my desk all night, and suddenly shows a crack in the morning si kind of shocking for this kind of premium product.
2) Luckly I don't have engage money hungry lawyer to help me out here. I have contacted Civil Council which help me in this case, for free.
ImYoungxD said:
Hire a lawyer, pay 100-1000$ an hour depending on experience.
Conclusion? NOT WORTH IT. Get Squaretrade warranty with accidently warranty if you're under 90 days of purchase and let them deal with it.
Wasn't the tablet working well before? Then all of a sudden it stopped working. You mentioned there were cracks. If it was there before your purchase, you would have noticed it and returned it. Few weeks/months later you find cracks so the touchscreen doesn't work. I'm not trying to bash OP but you could have squashed the glass which caused enough flex to damage the display and touchscreen. Asus warranty does not cover damages like that.
It doesn't matter if there is a crack in one side of the screen and functions well. I've seen displays that are FULLY cracked all over the screen and it works well. I see no reason with argue with Asus because they didn't create the cracks.
Even though Asus QC is lacking, I've never seen internal displays cracked or touchscreen doesn't respond when people purchased their tablets.
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That is correct, the cracks wasn't present and the touch panel was working when I got the product. I purchased this device three month ago.
My question is it really possible to crack the digitizer without harming the Gorilla Glass? Gorrlla Glass is know to be scratch proof, not "bullet proof" is you get my point. And why is the digitzer is working where the cracks are and not working were the digitizer is free of cracks. (see the video).
I don't expect you to anwere these questions. I just want to higlight that fault on can exist on a product but doesn't occur later. That's why we have a law in Norway to protect these kind of faults. All fault within 6 months have to been seen as manufactor fault unless the manufactor can prove otherwise.
I don't think those fault (cracks and touchpanel issue) are related as I explained earlier. I suspect the service partner to just have declined warranty based on a visual inspection. ASUS warranty may not cover it, but a law given warranty of 5 years (Norway) should cover it as the touchpanel malfunction independent on the cracks.
Ali give them he'll! We got similar institution here in Finland and I will contact them first time in my life if Asus starts to give me any Bs. I have these hot Pixels and looks like it is slowly getting worse so I think my time to battle Asus will come. And this already did go to Asus service and they returned it saying no problems.
Sent from my ASUS Transformer Pad TF700T using XDA Premium HD app
CandyAndy said:
Ali give them he'll! We got similar institution here in Finland and I will contact them first time in my life if Asus starts to give me any Bs. I have these hot Pixels and looks like it is slowly getting worse so I think my time to battle Asus will come. And this already did go to Asus service and they returned it saying no problems.
Sent from my ASUS Transformer Pad TF700T using XDA Premium HD app
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Seems like you are having a stronger case, I hope they don't give you hard time. I will keep updating as the my case moves on.
I must say I hate it, I really want to like ASUS and they product. On paper they are like a wet geeky android dream.
Just to follow up this thread
Finally ASUS Nordic agreed to repair my tablet. After including civil council, sevraø e-mails, and me beeing CSI up their asses, it finally paid!
Looking forward to get it back and try out JB 4.1
What did you exactly do and why did they suddenly pay?
usern ameisval idandnot said:
What did you exactly do and why did they suddenly pay?
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According to Norwegian law all fault on products within 6 moths have to be asumed to production error, unless the the producent (ASUS) can prove otherwise. As you can read on my opening post ASUS Nordic wasn't cooperative in the beginning, so I contacted Consumer Council and they wrote a letter to ASUS for a response. This seems to change ASUS attitude and agreed to let a technician to have a look at the tablet. Until now ASUS declined the warranty only based on their servicepartner's visual inspection of the tablet.
Previously I have been e-mailing my complains to the service desk, which probably have been trained to say "no" to all mechanical defects. Since Consumers Council was involved I had access to email adress to ASUS guy higher up in the system. I wrote him a new email with CC to Consumers Council. (NOTE this email is originally written in Norwegian, so I just used Google Translate)
ASUS Nordic
I refer to the e-mail sent to the Consumer Council Representative XXXXX. A copy of the e-mails are attached.
First and foremost I'm expecting a better clarification from ASUS and their service partner XXXXX supporting workshop alleging that injury is caused by external stresses. I have been in contact with InfoCare by phone and been told that the warranty has been rejected alone based on visual inspection and that it has not been carried further research to determine specific causes of damage. Tablet is a complex product and a visual inspection alone is unfortunately not sufficient for judging the cause of the injury. It is true that Gorilla Glass 2 is flexible. But as you put it in the mail so this may be the cause. It suggests that you are not confident direct cause of the damage and I find myself not in the warranty being denied suggestions. Moreover a deflection of Gorilla glass as close to the suspension point is contrary to everything I have learned in my study mechanical engineering.
My arguments for damage not caused by external stresses is based on the following:
*- There is no other physical damage to your tablet. This is a result of careful use and proves that the tablet has not been subjected to physical abuse.
*- The mentioned cracks in the glass is on the inside. It is unclear whether the cracks are Gorilla glass, digitizer or LCD panel. Damage to the LCD panel leaves dark spots and faulty digitizer sign not touch the damaged area. In my case worked digitizer and there was no dark areas in the damaged area of the panel. Digitizer did not know there were cracks in the glass. Thus, the defective digitizer a consequence of fractures. (Http://www.youtube.com/watch?v=SZ1xX4IT8jU&feature=g-upl).
*As I have pointed out earlier in the e-mail sent to ASUS, this shows that there are two separate and independent errors on your tablet. Here is an example of ASUS Transformer product that has cracks in Gorilla glass but the LCD panel and digitizer still works. (Http://www.youtube.com/watch?v=n5BMjYSmawI&feature=related).
*- It must also be taken into consideration is the nature of the cracks in the glass. Contact damage to glasses have circular shaped cracks that form around the contact area. This is not the case with my tablet. The cracks here are two parallel and lined shaped cracks. This is caused by the error output from the manufacturer's side. The fault is not necessarily apparent at delivery, but may occur at a later date. See explanation below to support this:
*Impact Breakage
Glass often breaks when it is struck by an object. A ball hitting a window or a pebble striking a windshield often results in cracked or broken glass. Impact breakage usually results in a circular pattern centering where the object hit the glass. The pattern of an impact break often looks like a spider web embedded in the glass.
Stress Cracks
Glass manufacturers anneal glass by holding it a temperature for a period of time during the manufacturing process so that the internal stress in the glass is Reduced. If the glass was not properly annealed, the glass will crack, break or explode. The break pattern for sheet glass subject two stress crack will be linear rather than circular (as in an impact break).
*
Spontaneous Breakage
Sometimes glass just breaks. Most of the time spontaneous glass breakage is the result of improper annealing of the glass by the manufacturer or thermal shock of the glass during normal usage. Pull a glass out of the oven or dishwasher when it is hot and place ice water into the glass and it may break due two thermal shock. These breaks tend to be linear and not circular.
*
Source:
http://www.ehow.com/facts_7341684_broken-glass-patterns-causes.html
http://www.swgmat.org/Glass% 20Fractures.pdf
- Unfortunately, it is not the first time a buyer of the ASUS Transformer series detects cracks in the screen without the tablet of been exposed to external stresses. A simple Google search shows that I am far from alone.
Internationally
http://www.transformerforums.com/forum/transformer-pad-infinity-help/26259-screen-crack.html
http://forum.xda-developers.com/showthread.php?t=1530660
Even the separate page for this!!
http://crackformerprime.blogspot.no/
Norwegian
http://newth.net/eirik/2012/06/17/komplett/
I appreciate that ASUS wants to help you with more in-depth analysis but still amazes me that it has not already been done from the beginning. It must be totally unnecessary to include the Consumer Council for a manufacturer to maintain a charge them under the law.
I accept the offer and looks to me that this is being done by a neutral party and in this way we ensure a fair conclusion for both the defendant and myself. It is also important to clarify the arguments that are mentioned in this e-mail.
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Related
Hey guys. My TP seems to have a streak that looks like water/oil behind the screen. This phone is only a couple of months old and I've taken good care of it. It hasn't been anywhere near water (the water damage indicator is intact).
I read somewhere that this isn't water, but that when the LCD and the touch overlay make contact, it can produce this spot.
My concern is that this phone is being warrantied next week. My friend was kind enough to push it through for me, but he warned that when they get my current phone back after they mail me the replacement, they'll notice that mark. After that, they might void my warranty and charge me full retail for the phone ($550, after I already paid $350 for this one).
He suggested that I CAREFULLY take the phone apart and clean that mark up before I send it back (he thinks it's a water spot, but he's not sure). I can do that and try my best to avoid voiding the warranty (stickers, etc). However, I figured I'd ask here first and see what other suggestions I can get on how best to clean this mess up.
Any suggestions?
It's probably a Newton Ring. Don't put the phone in your pocket. It's usually caused by pressure on the digitizer.
The digitizer is basically two transparent conductive sheets squishing a gel between them. When you touch with the stylus, it dimples one sheet so they touch. Constant pressure over a large area will cause the gel to become nonuniform in thickness and you get the oily looking mark.
http://forum.xda-developers.com/showthread.php?t=475294
-I had this happen on a PDA I had once and I think it went away, or maybe I massaged the digitizer a little and it made it better, I don't remember. But it did get better.
Oh excellent, thanks for your reply man That thread was informative. Yeah, that's what I thought it was too, but I wasn't sure, still pretty new to this. Do you think VZW/HTC will void the mfg warranty over it (like they would over water damage)?
What I'm basically getting at is, should I go through the effort of trying to get rid of the spot so they won't kick up a fuss, or will they cover it no problems?
If you open your handset you will definetly void your warranty
HTC are aware of this 'Newton Ring' issue with the touch pro device.
As such, do not do anything to your handset, simply return it under the warranty and get yourself a replacement, if they kick up a fuss, deny payment and get them to verify you caused the fault.
duke_stix said:
If you open your handset you will definetly void your warranty
HTC are aware of this 'Newton Ring' issue with the touch pro device.
As such, do not do anything to your handset, simply return it under the warranty and get yourself a replacement, if they kick up a fuss, deny payment and get them to verify you caused the fault.
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Click to collapse
Yeah, I'm not going to open it I was contemplating it, but it seems like the warranty should cover this "problem." I just hope Verizon doesn't kick up a fuss about it. If they do, I'll follow your advice and get them to verify that I caused the fault.
Thanks for the feedback
Hey guys, I stupidly choose to take the glass panel of the front of my tf101 (it had suffered liquid damage months before, which left white patches all over the screen which i trying to fix) in doing so i shattered the glass panel.:silly:
im really not sure how the whole digitaliser thing works, but im assuming that glass serves no purpose other than a protective surface? if so is it possible to replace that glass panel with a thin piece of plastic, as theres no point spend alot of money on a proper replacement that i will most likely shatter again.... also i now own a tf300t so i cant justiy the price of a replacement (just so i can test the new linux developments)
Cheers
I really wouldn't tbh, if you aren't willing to go for the repair it may be best to sell it or permanently use hdmi-out / a mouse. To quote a post
(Please excuse the... loaded language.)
goodintentions said:
No, it is not possible.
There is a place you can get the glass digitizer, but they require that you buy at least 10 at a time. Furthermore, removing the old glass and putting on a new glass is a very complicated procedure. Gorilla glass is scratch resistant, not pressure failure resistant. You've no idea how thin the glass digitizer is. It's slightly thinner than your credit card. Without the proper experience and the right equipment, the slightest pressure point could crack it.
BTW, I speak from experience. I'm not just another crackhead.
I live near a guy that does electronic repairs for a living. A few months ago, he ordered a whole bunch of these digitizer glass for the transformer. He thought he could make a profit from repairing people's TF's or get the ones with broken glass, repair, then resell for a profit. Funny story about this, actually. So, I managed to get my hands on one of the TF glass digitizer. Spent all night to perform the operation. Almost done when I accidently applied a small pressure. Cracked it. Frustrated, I put it up on ebay. It was immediately bought that same night by the guy I was talking about. That's how I got to know him. He bought it for $200. A couple days later, he put it up on ebay. It turned out he had broken a glass and scratched another. He took it as a sign to get out of that business right away. Later when I got to know a few people who wanted to repair the thing themselves, I sent them his info and let him sell them the rest of his glasses.
The point is we simply don't have the right equipment to do these things. And even when we do, the material cost is just ridiculous, not to mention labor.
It's best that you put yours on ebay and get a new one.
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He is referring to repairing the digitizer, while yours is fine, the repair has the potential of breaking the digitizer as well. It'd take alot of effort and patience, if you possess this I definitely say go for it though , not to be discouraging, I just warn you to be careful.
As far as getting a replacement part, I'm not sure plastic will work, I searched a bit but couldn't find a definite yey or nay as to whether it will conduct with the digitizer properly, but it may.
You may beable to get a cheap glass replacement as well, but I know the tablet comes with Gorilla glass stock.
Link to thread from quote Here.
Thing O Doom said:
I really wouldn't tbh, if you aren't willing to go for the repair it may be best to sell it or permanently use hdmi-out / a mouse. To quote a post
(Please excuse the... loaded language.)
He is referring to repairing the digitizer, while yours is fine, the repair has the potential of breaking the digitizer as well. It'd take alot of effort and patience, if you possess this I definitely say go for it though , not to be discouraging, I just warn you to be careful.
As far as getting a replacement part, I'm not sure plastic will work, I searched a bit but couldn't find a definite yey or nay as to whether it will conduct with the digitizer properly, but it may.
You may beable to get a cheap glass replacement as well, but I know the tablet comes with Gorilla glass stock.
Link to thread from quote Here.
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Thanks for the reply man, I'm actually typing this off it now turns out where it shattered it didn't really hit the screen mostly stayed over the black out line, with a few hairline cracks but still usable I just taped up the worst of it then chucked an screen protector over it, gonna just use it for HDMI output mostly
Hi all. Does anyone have experience with ASUS support for cracked Gorilla glass? The LCD underneath is working fine, I've just got a crack running along the right side of the screen. No other signs of damage, though I can't rule out having knocked the side of the tablet onto something hard *sadface*
I'm interested in knowing whether ASUS ever repairs this under warranty, and if not, what kind of costs I may expect if it's just the glass replacement.
Thanks!
daemonios said:
Hi all. Does anyone have experience with ASUS support for cracked Gorilla glass? The LCD underneath is working fine, I've just got a crack running along the right side of the screen. No other signs of damage, though I can't rule out having knocked the side of the tablet onto something hard *sadface*
I'm interested in knowing whether ASUS ever repairs this under warranty, and if not, what kind of costs I may expect if it's just the glass replacement.
Thanks!
Click to expand...
Click to collapse
They are ridiculously expensive http://www.ebay.com/itm/Asus-Transf...gitizer-Glass-Panel-Replacement-/330988880887
I doubt asus will fix for free, it will be cheaper if you attempt it yourself.
Its a shame, i cracked my tf101s screen and refused to pay the price since its just a cut piece of glass treated in some chemicals....
Hi,
Last weekend, the front of my Z3 developed a hairline crack across the front while it was in my pocket.
I used it at the shops, put it in my pocket, walked home (5 mins) and took it out, and noticed it had what I thought was a scratch on the front. I wasnt bothered as it has a screen protector.
When i tried to use it, the touch screen was unresponsive, and when i turned it slightly sideways it became apparent there was a hairline crack in the glass.
The phone is in /perfect/ condition. Not a mark on it.
It seems from some googling that this is a common problem.
Took it into Car Phone Warehouse today, and they are sending it off to Sony to see if they will repair it. The Geek Squad guy said his did the same.
Sods law that this happens just as the Lollipop release finally happens /
Anyway, will update when I hear back from them as to if they are gonna fix it
George
I dont know for you. But i used mine as car GPS navigation for 6 hours directly exposed to sun and it was really HOT. Dont have a single mark on it.
Also i wear few jeans which have tight pockets, and it didnt made damage.
Maybe you were just out of luck, or you just saw it in that moment.
Its up in the air as to the cause of the mysterious xperia cracking. Some say its thermal, some say its a chemical pollutant in the screen. Hopefully sony will do the right thing and fix it for me.
I dont think its thermal in this case - the only temperature variation it got between fine and cracked was body temperature vs. uk april indoor temp which is basically no difference. It survived winter in the north of england OK
ripnetuk said:
Its up in the air as to the cause of the mysterious xperia cracking. Some say its thermal, some say its a chemical pollutant in the screen. Hopefully sony will do the right thing and fix it for me.
I dont think its thermal in this case - the only temperature variation it got between fine and cracked was body temperature vs. uk april indoor temp which is basically no difference. It survived winter in the north of england OK
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Click to collapse
Maybe just a bad luck. I hope you will fix it and enjoy as soon as possible. Because since i bought this phone, i dont have anything against it.
same happened to mine.
Just by carrying it in jacket. Now the screen has a hairline upside down and sensitivity in the screen is lost, except for the upper left side, so useless.
Any more people with issues like this?
daniel_fm said:
same happened to mine.
Just by carrying it in jacket. Now the screen has a hairline upside down and sensitivity in the screen is lost, except for the upper left side, so useless.
Any more people with issues like this?
Click to expand...
Click to collapse
Maybe you want to take out your keys, next time you throw it in your jacket.
TheTeslaCoil said:
Maybe you want to take out your keys, next time you throw it in your jacket.
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Click to collapse
keys never go in that pocket, that would be very unconfortable to reach. Keys would do screen scratches though, and I have none, a perfect shiny screen, just with a long hairline upside down.
When I get my fixed screen I will certainly use one of those plastic screen protectors.
daniel_fm said:
keys never go in that pocket, that would be very unconfortable to reach. Keys would do screen scratches though, and I have none, a perfect shiny screen, just with a long hairline upside down.
When I get my fixed screen I will certainly use one of those plastic screen protectors.
Click to expand...
Click to collapse
Plastic? Use a tempered glass one.
And a case.
TheTeslaCoil said:
Maybe you want to take out your keys, next time you throw it in your jacket.
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Click to collapse
You had to be that guy, the denier, the corporate defender. Self cracking screens do happen.
Happened to my Z2 which Sony repaired under warranty. They wouldn't do that if they weren't responsible. In my experience any singular cracks like those seen on my handset will be accepted by Sony for repair. Any spider web cracks they won't as thats consistent with impact damage.
My Z3 has tempered glass front and skin applied to the rear. I also have insurance covering damaged screens with a reasonable excess if required. I would not advise anyone to buy an Xperia Z device without also doing so.
https://plus.google.com/+StuBlakeley/posts/3YrjLU9ByHa
https://plus.google.com/+StuBlakeley/posts/BDbBLtbrA7P
http://www.xperiablog.net/2014/05/3...peria-z1-cracking-screen-issue-sony-responds/
SB13X said:
You had to be that guy, the denier, the corporate defender. Self cracking screens do happen.
Happened to my Z2 which Sony repaired under warranty. They wouldn't do that if they weren't responsible. In my experience any singular cracks like those seen on my handset will be accepted by Sony for repair. Any spider web cracks they won't as thats consistent with impact damage.
My Z3 has tempered glass front and skin applied to the rear. I also have insurance covering damaged screens with a reasonable excess if required. I would not advise anyone to buy an Xperia Z device without also doing so.
https://plus.google.com/+StuBlakeley/posts/3YrjLU9ByHa
https://plus.google.com/+StuBlakeley/posts/BDbBLtbrA7P
http://www.xperiablog.net/2014/05/3...peria-z1-cracking-screen-issue-sony-responds/
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There are people with the same problem that you, and warranty did not covered it, so...be careful next time with your phone.
Not abuse
Mine defo went in a pocket by itself (keys in same pocket ? Obvious bad idea). I also had screen protector that came in box with phone and after market silicone case.
TheTeslaCoil said:
There are people with the same problem that you, and warranty did not covered it, so...be careful next time with your phone.
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Yes because thanks to people willing to keep siding with the corporate profit makers over their fellow consumers and the lack of willingness for major tech news and mainstream media outlets to cover this properly and apply relevant pressure to Sony means that many of the people I've read about being refused service are from outside countries such as the UK with weighty consumer protection laws. Thankfully with shows run like Watchdog on the BBC and other consumer champions we have more luck fighting this.
I believe consumers who can show pictures of their phones with the hairline cracks over Sony. I know who has most to lose.
SB13X said:
Yes because thanks to people willing to keep siding with the corporate profit makers over their fellow consumers and the lack of willingness for major tech news and mainstream media outlets to cover this properly and apply relevant pressure to Sony means that many of the people I've read about being refused service are from outside countries such as the UK with weighty consumer protection laws. Thankfully with shows run like Watchdog on the BBC and other consumer champions we have more luck fighting this.
I believe consumers who can show pictures of their phones with the hairline cracks over Sony. I know who has most to lose.
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Click to collapse
But how can you prove you didn' t dropped it?
TheTeslaCoil said:
But how can you prove you didn' t dropped it?
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I don't have to prove I didn't drop it, seeing as it broke a mere 6 weeks into ownership.
Consumer Rights
http://www.tradingstandards.gov.uk/cgi-bin/brighton-hove/con1item.cgi?file=*adv0043-1011.txt
If you have accepted the goods and are seeking repair or replacement within the first six months after purchase, it is for THE TRADER to prove that the goods conformed to the contract (were not faulty) at the time they were sold to you. If you are claiming repair or replacement more than six months after purchase, the burden of proof is back to YOU, the consumer.
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It is up to them to prove I had, hairline cracks don't do that on impact damaged screens. Spider webbing occurs on smashed impact damaged screens.
SB13X said:
I don't have to prove I didn't drop it, seeing as it broke a mere 6 weeks into ownership.
Consumer Rights
http://www.tradingstandards.gov.uk/cgi-bin/brighton-hove/con1item.cgi?file=*adv0043-1011.txt
It is up to them to prove I had, hairline cracks don't do that on impact damaged screens. Spider webbing occurs on smashed impact damaged screens.
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Ok, useful post for everybody.
It' s always good to know your rights.
That's bad luck man, sorry to hear it.
Yeah most people that are regular XDA users take good care of their devices, so I don't doubt for a second this is due to some manufacturing defect.
I am curious though to everyone this has happened to:
Were you using stamina mode by any chance?
Was it hot outside that day, or exposed to heat regularly?
Did you have your screen set on automatic brightness?
Did you test the phone for water proofing?
I'm just asking this because I'm wondering if heat and/or pressure played a factor.
Regardless, it's definitely Sony's responsibility to repair/replace the device free of charge.
They Fixed It
PLeased to report that I put it into Car Phone Warehouse for repair, and they sent it to Sony, who fixed it for free (and flashed Lollipop to boot!).
Very happy, and very happy I have my SD card back (due to Lollipop)
What were google thinking hobbling it like that in KK?
George
Nice congrats on getting good customer service and your phone back. [emoji4]
KitKat was actually released as a "security only" update. Google implemented SD card restrictions with the KitKat update after scrutiny over it's "lax" security by people such as Phil Schiller (Apple marketing exec) and others. This scrutiny had a snowball effect which eventually led to the SD card frustration we've all dealt with on KitKat.
While the Lollipop update addresses some of these frustrations, it is FAR from perfect and still causes problems for many users.
Following the locked bootloader rooting guide by G-Face (so you can keep your DRM keys) and then running SDFix from the Play Store, resolves all issues resulting from the SD card access issue (for both KitKat and Lollipop).
SD Card access is perfect now..
Cheers
IMHO SD card access is perfect in Lollipop (apart from needing specific support - would be nice to externally say " I want obscure program X that isnt lollipop aware (eg. rsync in my case) to have access, but what is have allows dropsync and ES File explorer access, which is good enough for me...
Im scared to root phones now, since a lot of companies deny warranty if that is done. Illegal or no in the EU its a fight i dont have time to have...
cheers
g
Got bitten tonight
Went out to eat with my family this evening, as we were leaving, I tried to unlock my phone to check email, but the touch screen was non-responsive. After closer inspection I discovered several hairline cracks on the screen. What's really odd is the phone was fine when we sat at the table, evening doing a quick search for my father in law. I put the phone in my front pocket by itself. 30 minutes later the screen was cracked., I'm hoping T-Mobile or Sony will help me out, otherwise I'm done with both.
Just wanted to follow up regarding my cracked screen from the drop from my pocket to the linoleum laundry room floor. Phone was sent in to LG for diagnosis and they showed great service by quickly responding back (4 days from sending the phone from Idaho to Texas). Unfortunately I don't think they did too much analysis as their diagnosis was a canned response that said "the malfunction was caused by physical damage or water/liquid damage which is not covered under warranty."
It wasn't a malfunction. I dropped it from pocket level and the screen splintered. From all of the advertising and 3rd party drop test videos I've seen, when properly built the phone withstands WAY more than one 3 foot drop. But whatever. I acknowledge it was my butterfingers that made the drop.
At any rate, my dilemma is do I pay the $146/$153 for the repair/repair and refurbish charge or do I DIY with the digitizer I ordered from a 3rd party? I know going forward that unfortunately this will be the last LG I own. With so many other options from Moto, Samsung, Sony, Huawei, etc companies need to own their advertising if they want my cheddar.
Anyone have any experience with aftermarket parts? I don't want to have a mutt phone that has functionality issues.
helichrysum said:
Just wanted to follow up regarding my cracked screen from the drop from my pocket to the linoleum laundry room floor. Phone was sent in to LG for diagnosis and they showed great service by quickly responding back (4 days from sending the phone from Idaho to Texas). Unfortunately I don't think they did too much analysis as their diagnosis was a canned response that said "the malfunction was caused by physical damage or water/liquid damage which is not covered under warranty."
It wasn't a malfunction. I dropped it from pocket level and the screen splintered. From all of the advertising and 3rd party drop test videos I've seen, when properly built the phone withstands WAY more than one 3 foot drop. But whatever. I acknowledge it was my butterfingers that made the drop.
At any rate, my dilemma is do I pay the $146/$153 for the repair/repair and refurbish charge or do I DIY with the digitizer I ordered from a 3rd party? I know going forward that unfortunately this will be the last LG I own. With so many other options from Moto, Samsung, Sony, Huawei, etc companies need to own their advertising if they want my cheddar.
Anyone have any experience with aftermarket parts? I don't want to have a mutt phone that has functionality issues.
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Just wanted to say that, Samsung, and Motorola are the same way. Prior to buying this phone, my nexus6 was lying, in an Otterbox, with a tempered glass screen protector, on my truck console. I called my wife on my way home, screen was fine, set it down, drove about four miles, picked it up when I got home and the screen was split with one crack, from the top left to the bottom right corner... Nothing touched it the whole way home, and with the Otterbox, the screen doesn't touch the padded console lid anyway. Needless to say, t-mobile's insurance company, Assurant, is worthless... 12 dollars a month for insurance, and 175 to have it fixed. Called Motorola, they'll fix it for the exact same price...? So needless to say, bought my v10 so I have a phone till I fix the nex myself, dropped all the insurance, on all my plans, (4 lines $48 less a month) and covered them for $20 a month on square trade, with a he'll of a lot cheaper deductible. Sorry for the long winded response, but until a manufacturer can guarantee screens won't break (new moto?) all companies will treat you like this...
ZDeuce2 said:
Just wanted to say that, Samsung, and Motorola are the same way. Prior to buying this phone, my nexus6 was lying, in an Otterbox, with a tempered glass screen protector, on my truck console. I called my wife on my way home, screen was fine, set it down, drove about four miles, picked it up when I got home and the screen was split with one crack, from the top left to the bottom right corner... Nothing touched it the whole way home, and with the Otterbox, the screen doesn't touch the padded console lid anyway. Needless to say, t-mobile's insurance company, Assurant, is worthless... 12 dollars a month for insurance, and 175 to have it fixed. Called Motorola, they'll fix it for the exact same price...? So needless to say, bought my v10 so I have a phone till I fix the nex myself, dropped all the insurance, on all my plans, (4 lines $48 less a month) and covered them for $20 a month on square trade, with a he'll of a lot cheaper deductible. Sorry for the long winded response, but until a manufacturer can guarantee screens won't break (new moto?) all companies will treat you like this...
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That's insane. See as business owner, I completely get and understand company policies. But I also understand that inevitably there are exceptions to the policies. Like when you drive home with your phone in an otter box in your console only to find the screen cracked. Or when you have a "military grade drop test" phone that falls 3 feet and splinters the screen like in my case. Clearly my device wasn't built with the same standards or tolerances as those shown in all the drop test videos, so as an exception, step up and fix the device. When we make 250 sandwiches and one person calls in and data the bread was a little dry, I'm refunding him and buying his next meal no questions asked. I don't care if nobody else complained about the bread, you take care of the exception.
I get that mobile devices aren't sandwiches, but the principle holds true. But I guess if every company is doing the same thing, nobody needs to step up.
helichrysum said:
That's insane. See as business owner, I completely get and understand company policies. But I also understand that inevitably there are exceptions to the policies. Like when you drive home with your phone in an otter box in your console only to find the screen cracked. Or when you have a "military grade drop test" phone that falls 3 feet and splinters the screen like in my case. Clearly my device wasn't built with the same standards or tolerances as those shown in all the drop test videos, so as an exception, step up and fix the device. When we make 250 sandwiches and one person calls in and data the bread was a little dry, I'm refunding him and buying his next meal no questions asked. I don't care if nobody else complained about the bread, you take care of the exception.
I get that mobile devices aren't sandwiches, but the principle holds true. But I guess if every company is doing the same thing, nobody needs to step up.
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I think the problem is that there's no way to prove that he dropped that phone only from a couple of feet or that he had a heavy duty case on it.
If companies were replacing screens under warranty every time someone broke their, they'd be out of business.
I had bought a warranty for 70 bucks through Sony for my z3 phone and had it replaced when the screen cracked. Wish LG offered a similar warranty for this phone.
Sent from my LG-H900 using Tapatalk
MO3iusONE said:
I think the problem is that there's no way to prove that he dropped that phone only from a couple of feet or that he had a heavy duty case on it.
If companies were replacing screens under warranty every time someone broke their, they'd be out of business.
I had bought a warranty for 70 bucks through Sony for my z3 phone and had it replaced when the screen cracked. Wish LG offered a similar warranty for this phone.
Sent from my LG-H900 using Tapatalk
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I agree entirely with your premise, despite the fact that I believe that most people are honest and don't try and unnecessarily hose companies. However, in my case, what's the point in them "examining" the device to determine if it's a defect or was caused by me if they really don't even look? My V10 was less than a week old and didn't have even the slightest nick or flaw anywhere on the phone or around the edges. I feel like if they truly inspected it they could actually be able to determine if it was caused by the actual drop, excessive dropping, OR a build quality/construction problem. Given that mine looks brand new apart from the splintered screen maybe they conclude that it's a build issue. Maybe someone else sends in theirs and there are scratches, dings, and nicks around the outside and they conclude that the phone was probably dropped multiple times. Am I making sense?
Yeah, in the past just did a monthly warranty extension with Verizon. When my wife and I upgraded I looked at what was offered and reviews for Assurance. I got her Apple Care+ for her iPhone, and went Square Trade for my V10.
And that's why LG has fine print while they make their durability claims.
This is why I use tempered glass screen protectors, I'd rather break the screen protector than damage the glass on the phone a $10-20 expense vs $150-$300 depending on the route you take to fix the phone glass. I've replaced the damaged glass smartphones in most cases the glass is attached with UV loca to the screen and if you can manage to separate the glass from the screen without damaging it you can pay only about $25 for new glass off of ebay, but I assure you it is not an EASY thing to do for a novice. Keep in mind if you pay the $8-9 a month for the phone insurance you are basically wasting $192-$216 over two years if you don't use it. [/rant ]
Your best bet is to replace the part yourself. You can buy what you need off of Ebay. If you've never replaced the screen with the digitizer before You NEED to watch videos on youtube and read anything on ifixit for the tools you might need to buy to disassemble the phone. You are lucky right now prices start at $83 and go up, but make sure you buy the correct model for YOUR phone screen with digitizer can be different between phone model from different carriers.. And if you are uncomfortable doing this yourself buy the part and try to find a local shop(usually a third party cell phone shop) that will do the work for you. Here's an ebay link
http://www.ebay.com/sch/Cell-Phone-....html?_from=R40&_nkw=lg+v10+digitizer&_sop=15
LBJM said:
This is why I use tempered glass screen protectors, I'd rather break the screen protector than damage the glass on the phone a $10-20 expense vs $150-$300 depending on the route you take to fix the phone glass. I've replaced the damaged glass smartphones in most cases the glass is attached with UV loca to the screen and if you can manage to separate the glass from the screen without damaging it you can pay only about $25 for new glass off of ebay, but I assure you it is not an EASY thing to do for a novice. Keep in mind if you pay the $8-9 a month for the phone insurance you are basically wasting $192-$216 over two years if you don't use it. [/rant ]
Your best bet is to replace the part yourself. You can buy what you need off of Ebay. If you've never replaced the screen with the digitizer before You NEED to watch videos on youtube and read anything on ifixit for the tools you might need to buy to disassemble the phone. You are lucky right now prices start at $83 and go up, but make sure you buy the correct model for YOUR phone screen with digitizer can be different between phone model from different carriers.. And if you are uncomfortable doing this yourself buy the part and try to find a local shop(usually a third party cell phone shop) that will do the work for you. Here's an ebay link
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I purchased the digitizer but in the end I had LG do the repair because they would warranty it. I didn't want to risk dorking up a $650 device. I probably should have tried as it would be nice to have that skill. Maybe I'll drop the phone next week and then I'll get to do it ha ha. Definitely going to throw a screen protector on...especially given that I'm convinced mine was poorly assembled in the first place causing it to shatter after one small drop.
Thanks for the responses everyone.