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Cracked glass...need some advice

Hi all, I could use some advice. I was using the tablet the other day, and I dropped it from a height of about 3" onto a hard surface. The glass was scratched and the metal frame got bent. 2 Days later I was using the Tablet and the screen cracked under my thumb. there is now a 3-4" crack and the touch screen does not work anymore.
Luckily, I bought it with my Amex and they have a warranty that will replace or repair the item.
Of course since it is only a month old, I want a new one not a repaired one. Does anyone know if the screen can be replaced (Tablet repaired) I am hoping for a NO, but Amex wants some sort of proof that it is, or is not repairable.
I am not sure if Asus is going to cover it, as it is rooted, but it seems that a 3" drop should not cause this sort of problem..... Corning Glass II and already scratch and cracked. One would think it should be at least somewhat durable and shouldn't break quite that easily.
Any thoughts or idea's would be much appreciated.

pixel-painter said:
Hi all, I could use some advice. I was using the tablet the other day, and I dropped it from a height of about 3" onto a hard surface. The glass was scratched and the metal frame got bent. 2 Days later I was using the Tablet and the screen cracked under my thumb. there is now a 3-4" crack and the touch screen does not work anymore.
Luckily, I bought it with my Amex and they have a warranty that will replace or repair the item.
Of course since it is only a month old, I want a new one not a repaired one. Does anyone know if the screen can be replaced (Tablet repaired) I am hoping for a NO, but Amex wants some sort of proof that it is, or is not repairable.
I am not sure if Asus is going to cover it, as it is rooted, but it seems that a 3" drop should not cause this sort of problem..... Corning Glass II and already scratch and cracked. One would think it should be at least somewhat durable and shouldn't break quite that easily.
Any thoughts or idea's would be much appreciated.
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You just have really bad luck. Normally, a 3" drop should not cause problems.

pixel-painter said:
Hi all, I could use some advice. I was using the tablet the other day, and I dropped it from a height of about 3" onto a hard surface. The glass was scratched and the metal frame got bent. 2 Days later I was using the Tablet and the screen cracked under my thumb. there is now a 3-4" crack and the touch screen does not work anymore.
Luckily, I bought it with my Amex and they have a warranty that will replace or repair the item.
Of course since it is only a month old, I want a new one not a repaired one. Does anyone know if the screen can be replaced (Tablet repaired) I am hoping for a NO, but Amex wants some sort of proof that it is, or is not repairable.
I am not sure if Asus is going to cover it, as it is rooted, but it seems that a 3" drop should not cause this sort of problem..... Corning Glass II and already scratch and cracked. One would think it should be at least somewhat durable and shouldn't break quite that easily.
Any thoughts or idea's would be much appreciated.
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Asus would repair it for a fee. You could probably replace it yourself, but as the TF700 is new and not as popular as the TF201 and TF300 you may have a hard time finding the parts. And, for that matter, a dissasembly guide.
Keion said:
You just have really bad luck. Normally, a 3" drop should not cause problems.
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It all depends on the angle. Gorilla Glass is only strong against direct impact. If it lands on a corner, side, or any other position where the sides of the glass does not land completely flat it'll shatter. Mohs Scale of Hardness at work - the harder/scratch resistant it is, the weaker it is against hard impact. Pretty much why I'd actually rather not have a gorilla glass device if I had a choice.

Fml.com
Sent from my HTC Glacier using xda premium

i can fix it. i work for a place where all i do is fix tablets, phones and computers. if you want to pay for the part then i could fix it, but thats probably not something you want to do... just thought id offer.

vegandroid said:
i can fix it. i work for a place where all i do is fix tablets, phones and computers. if you want to pay for the part then i could fix it, but thats probably not something you want to do... just thought id offer.
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Thanks for the offer, yup.... I have been thinking about it and my goal is to try and get a new one if possible 1st. Will try to get a replacement from Asus if I can't from amex.. Then worst case scenario, I can have Amex pay to get it fixed.

Just another TF700 screen issue

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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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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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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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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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.
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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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[Q] Alternative Replacement for Glass Panel

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

Delaminating screen after removing glass screen protector

I've just carefully removed an Ultimate Shield tempered glass shield from my S7 as it had become scratched and I was going to fit a replacement. After removal though I noticed that the screen was discoloured at the top (wasn't before removal). I checked further and realised the glass was actually delaminating from the screen itself.
I was very careful when removing the protector and didn't pull at it hard at all having installed and removed many tempered glass protectors over the years to many phones without any issue. I always look after my phones and this current one is no different.
To say I'm annoyed is an understatement as the phone is less than six months old. I bought the phone off ebay (apparently it was an unwanted upgrade from Vodafone). The screen itself gained a small scratch the first day I got it such is the fragility of the screen on this phone. I've seen many others with similar issues with this Gorilla glass fitted to the S7, hence why I bought the Ultimate Shield.
The phone obviously needs repairing but I don't know what's the best route to take. I'd really appreciate some guidance here as to where I stand with warranty and whether going into my local service centre (UK) will get me anywhere and if not, what's my best course of action is.

You could try contacting the screen protector company and tell them what their product did to damage your phone, and would they be willing to help/pay for repair costs
Or contact Samsung directly (Twitter seems to be best) and tell them that somehow removing a screen protector gently has damaged the screen, would it be covered under warranty as the phone is under 12 months old, and applying and removing screen protectors does not void warranty

Pics?

RiTCHiE007 said:
Pics?
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Thanks for uploading the pictures and if i was you i would send it for warranty because this shouldn't be normal.

Cracked screen

I have had the phone for a little over a month and dropped it face down on tile. It has a small crack at the bottom left corner. I now have a screen protector on it, so the crack is barely visible...however, will this make the phone more fragile? Should I pay Samsung to fix it?

rachaelslp said:
I have had the phone for a little over a month and dropped it face down on tile. It has a small crack at the bottom left corner. I now have a screen protector on it, so the crack is barely visible...however, will this make the phone more fragile? Should I pay Samsung to fix it?
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i wouldn't worry about it being more fragile as you said you dropped it once its cracked regardless if you drop your phone its got a chance to smash into 50 pieces, down to luck i suppose
As long as you don't drop it again it will be fine (and even if you do chance it will be okay), its corning gorilla glass 5 its pretty strong stuff.
if you are super worried invest in a nice protective case for yourself to use while your juggling with it

I wouldn't get it wet with a crack on it.

cracked screen
Your phone might only have the digitizer cracked and if you continue to use it like you might crack the actual lcd part as well which is a lot more expensive than just the digitizer. I would get it fixed at a local repair shop. Samsung charges way to much for that. It would be cheaper to get a phone on ebay for that price

fastbatterycharger said:
Your phone might only have the digitizer cracked and if you continue to use it like you might crack the actual lcd part as well which is a lot more expensive than just the digitizer. I would get it fixed at a local repair shop. Samsung charges way to much for that. It would be cheaper to get a phone on ebay for that price
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I'm actually sending mine to Samsung for them to fix a cracked screen. 70$ including tax and shipping, if that's to much then I want to know where your getting yours fixed!
Sent from my SM-G955U1 using Tapatalk

thats cheap
i got mine fixed @ samsung singapore.
just a minor screen crack at the top corner.
set me back 220usd

Thats a good price n ive heard similar. Be mindful, getting phone repaired by ne 3rd party voids warranty. Might be cheaper but also nit water proof ne more when going 3rd party.