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S10 + cracked screen - Samsung does not want to take responsible

(Topic created on: 4/10/19 11:01 AM)
Samsung_bUC1n7M
Cosmic Ray
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Galaxy S Phones

I used to have a Samsung S8 and put it in my jeans pocket all the time. That phone does not even have a screen protector and in 2 years it did not even have a single scratch on the screen.

Now I am using a new S10 plus, within 3 weeks, the screen is now cracked from the inside. I did not drop the phone, no outside damage, screen protector shows no damage, the screen just cracked from the inside.

I really expect $1000 phone has a proper screen, not something soft and easy to crack like this. I called Samsung Premium Care and they asked for $99 plus tax to replace another phone.

This is very frustrated for me because this is not my fault to have the screen crack. I spent $1000 for the phone and I expect it to have a proper screen which I am not worry about anything while put it in my Jean pocket.

I am tired of back and forth argument. I am not supposed to pay anything. This is Samsung's responsibility for their products, and I expect to have a proper product in hand. This product is still under warranty and I need it to be replaced

Not sure if this happen to anyone else

86 Replies
Rydah
Samsung Care Ambassador
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Galaxy S Phones

Hey @Samsung_bUC1n7M, sorry to hear about your device. Based on the images you provided, I am going to have to second @SJohnson's post. It appears that there is impact damage next to the power button. This wouldn't be caused by the power button alone. Damage like this doesn't happen on its own (I am not pointing fingers, I am just stating the facts.) There are no indicators that the glass cracked from the inside out, it is evident that the crack started on the external side of the screen.

You can find your closest service center by going to:https://www.ubreakifix.com/locations

 

Service technicians can have hands on and give you a professional opinion on your display. All phone OEMS (like Samsung/Apple/OnePlus/etc..) basically have the same factory warranty and do not cover accidental damages. For $99, I'd say that's a fair price for an accidental crack on a $1000 device.


Best regards,
Rydah
Samsung Care Ambassador

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Samsung_bUC1n7M
Cosmic Ray
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Galaxy S Phones

Hello Rydah @Rydah 

As I said, it was in my jean pocket. As I already stated, My Samsung S8 does not even have a single scratch on it despite it was in my pocket for  2 years. What I am saying right now is S10+ does not have a proper screen as S8 used to have, and I expect Samsung produce a quality screen instead of using a bad one & try to charge customer. And that 99$ is a fair price because I have Premium care, without that insurance it would be $276 or more. 

 

From my point of view, Samsung used cheap quality screen on S10 instead of a good one, and I would like to see Samsung take responsible for it, not customer's responsible

Geno71
Samsung Care Ambassador
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Galaxy S Phones

Everyone is being very nice here, very gentle I would say... so I would just say what they really mean. From your picture it looks like physical damage caused by a user. That's what it looks like. I carry my phone in a jean pocket and it hasn't cracked. Maybe you bumped your leg against something with the phone in your pocket, but from the picture, it's obvious some outside force was applied to the screen, you even see cracks going in different directions from the impact area.

This is not a warranty issue. $99 is not a bad price at all to get it fixed.



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Samsung_bUC1n7M
Cosmic Ray
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Galaxy S Phones

You're correct, from the pictures it looks like that. But if you hold the phone in your hand you will see the difference. 

Anyway, Samsung already refused their responsibility, guess I have to pay to fix it anyway. Disappointed with Samsung care, they really not care at all lol

user44txiz8wRl
Astronaut
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Galaxy S Phones

So how do you explain so many of us that have the damage in almost the exact same spot just summer on the Latin summer on the right buy the volume button or the power button? That doesn't seem like a coincidence to me.

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userJ6PclqadnN
Astronaut
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Galaxy S Phones

Ive had exactly the same issue with my s10+ all of a sudden theres a small shatter looking crack right beside the power button n another one down further, ive never dropped my phone n the crack appeared firstly in the centre of the phone screen n then spread over 2-3 days. I was carrying my phone when i noticed the first crack n i do believe the cracks may have got worse from holding the phone in one hand n typing as it puts pressure on the edge screen. Ive even got a samsung cover on mine n it still cracked. 

SamsungZell
Samsung Moderator
Samsung Moderator
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Galaxy S Phones

Thank you so much for reaching out for further assistance. We would recommend having a certified repair technician evaluate your device at one of the walk-in locations.
 

You can locate the nearest location by visiting this link: https://www.ubreakifix.com/locations

Hope this finds you well!

^SamsungZell


Be sure to click " ✓ Accept as Solution" when you find an answer that works for you.





Please note, notification emails are a DO NOT REPLY address, you must log-in on the community page in order to respond.

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useru3EKn5eD1C
Constellation
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Galaxy S Phones

I agree with you mine has been doing the same thing and the only place I dropped it is on carpet and it didn't crack but I looked one day and there was a tiny crack, I have had this problem before and had t get it fixed for a lot of money there is no way I could afford to get it fixed again when its not my fault that the cheap screen keeps cracking for no reason at all


@Samsung_bUC1n7M wrote:

Hello Rydah @Rydah 

As I said, it was in my jean pocket. As I already stated, My Samsung S8 does not even have a single scratch on it despite it was in my pocket for  2 years. What I am saying right now is S10+ does not have a proper screen as S8 used to have, and I expect Samsung produce a quality screen instead of using a bad one & try to charge customer. And that 99$ is a fair price because I have Premium care, without that insurance it would be $276 or more. 

 

From my point of view, Samsung used cheap quality screen on S10 instead of a good one, and I would like to see Samsung take responsible for it, not customer's responsible


 

Samsung_bUC1n7M
Cosmic Ray
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Galaxy S Phones

@Rydah 

 

So I contacted Samsung Premium Care, I agree to pay $99 plus tax for deductable and now they're telling me Repair option is not available, only replacement.

 

I don't want to replace my phone. Can you help? I spoke with Both SamSung Premium Care & Samsung customer Support, and they really don't understand the question. Samsung Premium care asked me to called Samsung CS, and Samsung CS asked me to call Samsung Premium Care

I wasted 1 and half hour yesterday on the phone, result in cancelling 1 existing claim, created another and still can not repair my phone

 

Please advise. This is too much

Rydah
Samsung Care Ambassador
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Galaxy S Phones

Hi @Samsung_bUC1n7M, going through Samsung Premium Care will require replacement. If you'd want to avoid replacement and prefer a direct repair, I recommend you look for a UBreakIFix around you.

 

You can head over to: https://www.ubreakifix.com/locations to find your nearest repair center. I'm not sure what the cost would be with them but they are certified by Samsung to get the job done without replacing the entire device.

 

I hope that help and that you have a great rest of your day.


Best regards,
Rydah
Samsung Care Ambassador

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