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Broken LCD Screen - some info wanted please :(

Hello All,
today I used my phone for a regular phone call, went back to my desk, put it down, a couple of hours later, I hear the sms ringtone, pressed the 'wake up' button on the top, (the screen had gone blank as usual), and.... disaster, I see a long crack on the screen...
I suppose the phone is still under warranty (1.5years), but I do not know if it covers the LCD screen... It's quite insane, it was not in my pocket, it was not dropped, no liquids were spilled on it... Literally, used for a phonecall, put it down and then next time I use it has a crack is on it!!!
Did anyone have any similar experience in the past? Do you think it is covered by warranty? If not, does anyone have any idea what it costs to get it fixed? (I had bought it from devicewire, uk)....
Thanks,
MM

What's the options?!
You need the screen replaced as soon, as (with my experience) the crack will outgrow the whole screen and soon you won't be able to use it.
Take it to the dealer as soon and as small the crack is, and suggest it was a manufacturer stress in the factory assembly that has started a hidden crack that grew up.

If you have the UK model (same as me) (Orbit 2 Xda branded) they are very very hard to find parts as they are mostly made for the HTC branded phone (silver original one).
So if you find a replacement online pls let me know, i need the touchscreen, not lcd but same diff!
P.S your warranty should only be for 12mths, well atleast mine are, and everything is covered usually, so just ask your outlt... if not, find a part online and repair, i would be happy 2 help with guiding through repairs if needed.
good luck, keep us informed.

I had the same problem. The phone was in my jacket´s pocket and when I was putting the jacket on the back of a chair it slightly hit the wall, for which I didn´t even worry. When later I picked up the phone the lcd was cracked. I have had the phone falling to floor without any problem a long time ago, and ironically it broke with a little hit.
I am sending it to fix, but I know I cant avoid paying for the repair.

Hello All,
thanks for your replies. My HTC is now at the HTC Service... I was told that the warranty does not cover the screen, so we will see how much it costs. The person at the HTC support line told me that the screen would cost around £60 and if it was the case that the mainboard has a problem, it will be more. Additionally, running the diagnostics on the first place will cost £15. It kind of makes me wonder what on earth that warranty covers for. I was under the impression that the phone is still under warranty and their attitude in claiming that this is not covered under by warranty shows the same thing.
Their quality of the service is probably average. I only received an email with the ticket number from them when I phoned them for a second time telling them that tehy had not send me any emails yet. I know they received the phone on the 7th of July, since I received an automated email from them, however, I have not heard anything from them since then, and I will need to phone them again. I have also input the ticket number and my email in their web page, but have not received any updates...
I decided to fix the phone, unless they come up with a stupid cost; the phone is lees than 2 years old and has served me well: I have used messenger while in airports and watched many movies while travelling. On a side note, I kind of have mixed feelings about HTC now. On one hand, HTC is very innovative, on the other hand the fact they release new phones so quickly kind of upsets me. I also think that nokia for example puts a lot more research and QC into their phones. The final thing I am not very fond of on this phone is that it's finger-unfriendly (no, I am not buying an iPhone...).
Even so, I have decided to fix it (subject to the repair quote), and keep it a couple of years more...
I will keep you posted about the final price....

I just replaced my Screen myself tonight, I also fixed a few things inside the device which were getting loose, just as the keys. I put some foam in the case where the keys are and now they are nice and tight.
The device is built better now than it was when i purchased it, plus it has a brand new screen now too. Cost: $1.00 Shipping to AU + $8.87 (USD$)
Tools are mine, they costed me $7 and got some free with screen.
HTC Repair... hell nah!

Hello All,
I know this is an old thread, but believe it or not, I only managed to get my phone back yesterday...
The phone as predicted costed around £60 pounds to fix (including postage). UPS then tried to deliver it to the address I gave to them. Unfortunately, it happened I was not there, so they left me a card. Using the number on the card, I arranged the delivery address to be changed. This happened on the 22n of July.
Unfortunately, the phone went missing and then my long adventure started... UPS asked me to phone HTC, HTC's reply was (I quote): 'Why did you change the delivery address, you would not have a problem now'. Their attitude was mostly unhelpful and they insisted that now (I quote again): 'It's now between you and UPS, why should we contact UPS?'
My understanding is that UPS in these cases asks the SENDER to raise a trace request and that they charge the SENDER for this, which is why a lot of merchandisers are unwilling to put a 'trace request' . Finally, after lots of phonecalls, UPS raised a trace request by itself.
It would take lots of pages to describe here the conversations I had with both UPS and HTC, each one blaming each other, until around mid-September where UPS said that they sent a claim to the SENDER, and it is now upon the sender to act.... Needless to say HTC continued arguing they have not received anything...
Finally, someone found that claim and sent me a replacement phone. The replacement seems new, though I guess, it might as well have been a refurbished phone. I also got a stylus with it and a battery cover, but no battery of course, (I had removed all these prior to sending the phone back).
Now here comes the amazing bit:
This time they used CityLink to send the package and HTC had forgotten to put my name on the package; they only put the delivery address. Amazingly, the package ended up in the company I work for, but in a different building near the one that was supposed to be delivered. Someone from my company called me and asked me if I am expecting a package from HTC, and that I can pop down the street to collect it from them....
Anyway, I have my phone now, it's ok... But I would avoid any interaction with HTC UK in the future.... I think I will also avoid HTC altogether in the guture, but that's a different issue altogether
Thanks everyone who posted in this thread (knowing that this would cost a few bucks to fix does not make it any better, but anyway )

just for next time
in my clumsiness i closed a car door on my cell which broke the LCD
after a short search over the net i found the tools needed (small screwdrivers and some plastic screwdrivers) and the LCD.
found the LCD at Ebay and the screwdrivers at dealExtreame
in really cheap all together cost me something like 140 US dollars
the change was quite simple as there are many youtube videos on how to open our cell.
so after like ah hour all was done and good to go.
hope it will help someone
if anyone need the ebay dealer just ping me (not related someone from china )

Customer Service = JOKE!

UPDATE: So, I FINALLY got my tablet back today (3/24/11) - after a month of it being away. I'm not going to get in to the fact that I had to call them 3 or 4 more times and talk to 2 supervisors before any real progress was made and my tablet was [pushed to the "front of the line."
No, no, not only was it just left at the door of my apartment (for how long, no-one knows), but when I opened the packaging I discovered that they had torn up 2 of the sides of the Skinomi carbon fiber back that I had stuck on previously AND one of the rubber feet/screw covers was completely missing with a large gouge at the side of the open hole. This whole G-Tablet Warranty process has been a TOTAL disaster. I really hope no-one else here (or the 10,000 new user that just purchased from Woot.com) have to deal with this.
Perhaps the worst example of customer service I have ever experienced.
Well, you guys are going to LOVE this one.
My G-Tbalet had a faulty camera so I organized for it to be repaired through Viewsonic. Sent it away on February 26th.
I have had no response from Viewsonic (no call, email, anything) regarding the repair, so I called them on Friday 11th March.....then Saturday twice......then Monday. Different person each time, all trying to stall me and feed me some BS that they were "looking for it on their computer" or that they were "waiting for updated information on it". Basically they have lost the tablet and have no idea where it is!
They received it on March 1st (as I tracked the delivery) but now they basically have no idea where it is exactly, or how far along on the repair process it is. Yesterday the lady told me that it WAS indeed being repaired (which is progress at least because on Friday and Saturday they had no idea where it was), but had no idea of the time scale or how long it will take to repair it. So I told them I had no option but to take it further. So she said she was going to escalate it to her manager and that she would let me know "as soon as she hears anything" and that the manager would email me with a response too once he had one. That was yesterday. Of course I have had no contact or email today. Go figure.
So I have been without the tablet since the end of February, and I don't see me getting it back before the end of this month. Ridiculous. Hopefully when/if I do get to speak to the manager I can demand a replacement to be sent. What a joke.
Just thought I'd share my experience with the GREAT customer service!

gogorman said:
So I have been without the tablet since the end of February, and I don't see me getting it back before the end of this month. Ridiculous. Hopefully when/if I do get to speak to the manager I can demand a replacement to be sent. What a joke.
Just thought I'd share my experience with the GREAT customer service!
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That's pretty scary. I think this is one area that some of these companies really need to work on. Customer service is a huge deal, but some places just don't have the aptitude for providing it with any ounce of quality. Ahh well, I hope you get it back either repaired or a new one, and soon. I'd be smoking mad if I was without mine for even 2 weeks.

Use the Better Business Bureau to lodge complaints, it has worked for me in the past when I am getting no where fast.

Honestly, aside from the customer service reps not being able to find updates, that's an above average timeframe for repairs. A typical repair on warranty can take anywhere from 1 week if you are EXTREMELY lucky to upwards of a month. Anything passed a month and that's when I'd begin the complaints process. The fact that you are escalating things several times after only 1-2 weeks may get it back to you sooner, but I doubt it. Certain processes, such as repair work, are already set in stone at most companies and regardless of how many calls a customer makes they are not willing to change those processes. I wish you the best of luck in your repair process and hope it all ends well. Good luck.

I had posted awhile ago, that I had called them because I had noticed bad block msgs in dmesg, and they gave me an RMA, but I was a little leery about sending it in. It just seemed like they were too willing to give out an RMA, after just a 5 minute telcon. Anyway I never did send it in, and from your story, that was probably a fortunate thing ...
Sorry to hear about your situation, and hope they actually fix it.
Jim

How long did it take LG to repair/replace your phone?

For those who sent your phone to LG directly (Stellar Wireless) for a repair/replace, how long did it take them to get a phone back to you?

andrewNY said:
For those who sent your phone to LG directly (Stellar Wireless) for a repair/replace, how long did it take them to get a phone back to you?
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It took me about a week for them to repair it once they received it. I sent from NY to Texas Priority US Mail on Monday. They received by Wednesday. They fixed it by the following Wednesday and i received it back by that Saturday three days later. They are pretty speedy.
One thing I would stress though is that you do not want a refurbished phone. I have read somewhere on the internet that if LG sends you a refurbished phone that you cannot update it to Gingerbread for some reason. I cannot confirm that this is true but that's what I've heard.
I am kind of pissed off at them my self. They did send my original phone back to me but they said if worse case they can not fix it, they will send a refurbished one. I told them F no. I paid full price with tax $600 and I expect either my phone or a brand new one if the repair can't be made. I would have purchased a refurb off ebay for half that. They claim that refurb is just as good. I say bullshyt. A refurb is someone else's probem that they finally fixed but couldn't fix at the time of that persons mail in. And besides, if a refurb was the same, then LG or the Tmobile store that I have originally purchased the phone from would have given me a brand new one on the spot. Suck it. Don't accept a refurb. They did not budge though. They said repair or refurb. Good Luck with LG Scum. They did fix the restarting issue, but when I got it back I have a GPS Lock on issue.

Thanks! I sent my phone by Priority Mail last Monday and they got it Wednesday, so I guess I'm looking at getting it back by next weekend.

I sent mine to them on a Thursday they got it that Friday (one state away). Just got it back today (Thursday. There turn around time seemed very quick to me. It has the latest version and baseband on it. It however is not the phone I sent them.

I sent mine off July 22 via FedEx and just got it back today. Oddly enough, the repair ticket enclosed with my phone said they replaced the touch screen and the reason for the repair was a faulty touch button. The actual reason was because the LG Tool erased my baseband after it said I had a successful update so I couldn't use the T-Mo network, only wireless.
Not sure where the faulty Touch button information came from, but I guess it's good I got a new touchscreen if something showed up during their "quality" check. I checked the IMEI and Serial Numbers, and they match my original box, so it's the same phone repaired, not a refurb swap.
It seems to be working ok so far, so I'll know for sure in a few days.

LG employee here- Refurb is kind of a misleading term. I deal directly with Stellar and providing them parts, and when they say refurb, it might as well be a new phone. I mean, they replace a lot of stuff and run it through a gang of tests. Do things slip through the cracks? Absolutely. But, in all honesty, by the time they get done with refurbishing a phone, it is just as good as a new phone. Now, if you go through some further removed 3rd party refurb centers, you will see issues, but Stellar is in the same building as us, so we keep a pretty tight watch over their work.

affenzeit said:
LG employee here- Refurb is kind of a misleading term. I deal directly with Stellar and providing them parts, and when they say refurb, it might as well be a new phone. I mean, they replace a lot of stuff and run it through a gang of tests. Do things slip through the cracks? Absolutely. But, in all honesty, by the time they get done with refurbishing a phone, it is just as good as a new phone. Now, if you go through some further removed 3rd party refurb centers, you will see issues, but Stellar is in the same building as us, so we keep a pretty tight watch over their work.
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I was fortunate enough to get mine fixed by the Stellar folks, and what great work they did. I thought I had a pretty decent phone before the fix, but now it is pure fantastic. So far no unexplained reboots or other oddities and I have really been putting it through its paces.
Please pass along my thanks to the "stellar" Stellar Wireless Technology techs.

octoplus is a nice solve tool for LG fault
Recently, i purchased an new Octoplus from china ,it is a nice experience, fast shipping and especially technical support, and i know they own a shop in amazon, as for the web, i should obey their's rule....

[Q] NS Best Buy Repair...

I bought my Nexus S at Best Buy when it was free for AT&T last week and I was coxed into buying their Black Tie Protection Plan. I have to say that it was a great idea. However, I took my phone in, because I had a deep scratch in the screen and they told me it's a no go, and they wouldn't accept it for repair. The scratch was deep enough where I could feel it with my fingers... In the end, the phone had to be more impacted, like a cracked screen. They told me Zagg would make it look like new again... All of this while I was waiting for my Case Mate case in the mail...
So I went home and intentionally dropped my phone from two feet from the ground and it smashed the screen! I was "hopping" it would hold up a bit better than it did, but it did have a scratch in the screen. Went back to BB today and turned it in... unfortunately I had read terrible stories of BB repair turn around times, taking up to three weeks!!! So here I am waiting for a commencement email from BB regarding the repair...
Anyone else have experience with BB Black Tie Protection?

The speaker on my first nexus blew out and I also had the black tie protection. Instead of repairing mine they just approved me for junk out about a week later and i went into best buy and got a brand new one. The only way it's gonna take a terribly long time is if the repair center is bogged down or they are having trouble repairing the phone. I wouldn't worry about it too much as the typical time is usually gonna be no more than two weeks.
Sent from my Nexus S using XDA App

I have the black tie. Never did a repair though. however I did have to take my nexus in yesterday because of wonky touch buttons. They said I qualified for rapid exchange. They took my nexus, gave me an LG Optimus loaner, and said I'd h have a new nexus in 3 days. Can't beat that!
Sent from my LG-P509 using XDA App

I took mine in for repair because the screen started to lift up on the top right corner. They said it would be taken care of in 3 to 5 business days. That was four business days ago. Also on the Geek Squad tracking website it still shows my device only as being checked in. Luckily I still have my N1 as a backup phone.

I was with GeekSquad a long time ago and their Policy then was, that Under no circumstances would they cover screen scratches or cracks. I'm sure that still stands now.

3 weeks is normal if they send the phone to Samsung, at least it's normal for European electronic device (phones, laptops, tvs, etc) exchanges/repairs.

Because I work for Geeksquad, I can answer most questions reguarding BTP.
90% of the phones sold at BBY qualify for Rapid Exchange BTP, the remaining 10% are either standard repair (taking approx 3-4 weeks to send it in get it repaired and then shipped back, but they provide a loaner phone everytime.) or In-store exchange.
Rapid exchange is essentially a pre-repaired phone, aka refurb. Instead of waiting normal repair times you get refurbs normally within 3 business days.
As for the OP, whoever told you scratches were not covered is lieing to you. BTP covers everything except blatent abuse, IE smashing the phone infront of an employee or sticking it under a tire and driving over it on purpose(yes they really can tell). This also includes water damage. Next time they tell you its not covered, ask to speak to a manager.

Well, I should have posted this before cracking the screen. And I thought they told me BTP covered everything except lost or stolen! (So I wouldn't have to go through the pain of cracking my screen...) And the rapid exchange wouldn't work because I have an AT&T version, which I believe is sold out...
Now I have to pain through three weeks!!! Dang!
Thanks for the info.

jake.corey.jacobs said:
Because I work for Geeksquad, I can answer most questions reguarding BTP.
90% of the phones sold at BBY qualify for Rapid Exchange BTP, the remaining 10% are either standard repair (taking approx 3-4 weeks to send it in get it repaired and then shipped back, but they provide a loaner phone everytime.) or In-store exchange.
Rapid exchange is essentially a pre-repaired phone, aka refurb. Instead of waiting normal repair times you get refurbs normally within 3 business days.
As for the OP, whoever told you scratches were not covered is lieing to you. BTP covers everything except blatent abuse, IE smashing the phone infront of an employee or sticking it under a tire and driving over it on purpose(yes they really can tell). This also includes water damage. Next time they tell you its not covered, ask to speak to a manager.
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Click to collapse
Sorry, BTP was not around back then. I was a GeekSquad DA at launch; remained for two and a half years.

Dead Pixels!!!!!!!!

I set my phone down and picked it up only to find dead Pixels in the lower right of the screen! Anyone else have this happen. I haven't dropped the phone or gotten it wet. I am sending it off to Samsung Thursday. I hope they fix it and don't come up with some excuse to to warranty the dead Pixels.

I've had this happen as well. I sent it off to be fixed but when it came back, the front display wasn't working. Now I'll have to send it off again...

What a mess. You would think they would just give you a new phone. They wanted me to take it to one of these fix it places here in Dallas. I opted to send it to the official samsung repair. We shall see.

Yep, me too
This just happened to me an hour ago. I have not damaged the phone in any way. I hope this doesn't turn out to be another Galaxy Fold debacle.
Update: I just called Sprint and since I am within the 30 day satisfaction window, they are going to replace my phone. If this happens again then I'll be highly disappointed!

yopiggy said:
What a mess. You would think they would just give you a new phone. They wanted me to take it to one of these fix it places here in Dallas. I opted to send it to the official samsung repair. We shall see.
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Hey what was the update ? I live in dallas too. and I have exactly the same concern. Its good to know what they say before i go there.

Same here. I sent it in for repair, got slammed back with out of warranty due to an invisible scratch in a totally different spot, with their own admission is unrelated to the dead pixel and fault in the screen, and is only on the outer cover...but still invalidate warranty....I switched to Samsung 3 years ago, I might be trying google next...can't replace a good customer service when it matters.

I took my phone to the Samsung repair place uBreakiFix located at 6205 Coit Rd Suite 336, Plano, TX 75024. They fixed it under warranty. Now my phone is really getting hot. So hot is is starting to burn my face when I talk on it. Looks like i will be calling samsung again. I am afraid this thing is going to explode.

Dead Pixels x2!
I am already on my 2nd Galaxy Z Flip and now trying to get #3! My first phone developed a spot of dead pixels in the middle of the screen. They magically appeared less than 24 hours after I received it. It was only plugged in to charge overnight, so I know that they were not caused by me. It then took over 3 weeks of multiple calls to finally get it replaced! At first, they kept trying to get me to send it in for a refund, and then told me that I could just buy a new one to fix it. I told them that they were dumb and that this was not a logical option. I received this phone through the Samsung Device Insights program for 1/2 price and a replacement would cost me the full amount.
Finally, after spending another hour on the phone and telling my story for the 50th time, I finally got through to someone in a higher up support office. He agreed with me that the previous calls and my experiences were ridiculous. He took the time to contact a local authorized Samsung repair store where he could send a replacement phone for me to pick up. On the bright side, I only had to turn in the phone, and I got a completely brand new one in the box. He said I could keep all the accessories from the original phone. While it did take a few days longer than I was originally told, I did eventually get the new phone.
Fast forward to today, I have had this replacement device for exactly 20 days. I am presently at work and when I opened the phone to check my messages, I found MORE DEAD PIXELS! Just like the last phone, they are always visible, only this time they are at the top of the display. I made another call back into Samsung, and I am currently waiting for a return phone call from Anthony. He just so happens to be the same upper level support person that I spoke with last time. He was the only one that was able to get the phone swapped out. Now I am hoping he will call me back to get this taken care of again.
I will say that If I do not get a call today as promised, I am sending it back for a full refund and I will never again buy another Samsung product. I am leery about even getting a 3rd unit after the horrible experiences I have had. Have any of you had similar problems and did they get your defective phone screens repaired/replaced as promised? So far, I am very underwhelmed and think that Samsung has a long way to go to provide proper customer service.

Me too
I've had a Z flip for 5 months and tiny dead pixels on the top of screen.
I've never dropped nor wet.
I went to Samsung repair shop in London and they told me that they can't repair under warranty and I had to pay 99 pounds.
They mentioned that they could see tiny scratch on the screen which I couldn't see my eyes.
My friends told me that Samsung after care are terrible and I agree that.
I've been carefull this phone and I've never had a problem with dead pixels before.
I felt I was conned and very disappointed with Samsung