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userZucNf1aMfR
Astronaut

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

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My son's phone has a hairline fracture crack, too, and he has never dropped it.  I'm incredibly disappointed for the price that this has happened.  I had the old S5 and for years and never had a problem.

I plan to take his phone in this week.  Did you ever get resolve to your problem?


@Samsung_bUC1n7M wrote:

@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


 

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Samsung_bUC1n7M
Cosmic Ray

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

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I have attached few photos but none of them showed up. So I just change my avatar lol, I am using my phone at this moment

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userSqR18tnsGG
Cosmic Ray

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

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My s10 had a cracked screen in the box.  Retailer says "they won't believe you" file an insurance claim.   It later gets dropped (my fault but man they're slippery) from 18", screen cracks even more.  But whatever, I have insurance anyway.  Asurion says "We won't fix s10 screens" and offer to sell me another phone for $275.   From a $29 repair to a $275 replacement for a $1000 phone that was broken when it was sent to me.  Yaaaaay!

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Samsung_bUC1n7M
Cosmic Ray

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

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Hey friend

 

Just file the claim online via Samsung Premium Care ( Asurion), Wait for the claim to be under review & approve after 24 hour. Then you take the claim number + your phone to Samsung Experience Store , show them Claim Number and pay $99 deductable plus tax, they will repair the screen for you in less than 2 hours

 

That's what I was told, I will fix tomorrow. Hope it helps you a bit

 

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Xrstoy1
Cosmic Ray

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

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@Samsung_bUC1n7M wrote:

I have attached few photos but none of them showed up. So I just change my avatar lol, I am using my phone at this moment

 

Unfortunantly for you there is no way they will say that broke by "Itself".

There is a definant impact spider crack by the power button. Take the insurance and be glad you HAD it.


 

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Keiths26
Cosmic Ray

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

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I'm sorry not trying to be mean or anything but that looks like user damage there is no way on this planet the top producer of mobile devices are going to put a "cheaper screen" in there devices look like you put to much pressure or something did that cause that type of crack but that was deff not cause of the screen

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Samsung_vyZj2oB
Astronaut

This is so obvious its user caused damage.

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This is so obvious its user caused damage.

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usersa2GAAosnR
Astronaut

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

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This same exact thing happened to both my S8 and S10. The difference between then and now is that my s8 was no longer under warranty and honestly I figured maybe I had dropped it and simply forgot (although i knew better because one never forgets dropping $1K + dollars on the ground or anywhere else for that matter). I replaced the screen on the 8 without reaching out to Samsung because it happened nearly 2 years after I purchased it. Fast fwd to today and the same thing happens with the S10 not even 3 hours after activating it and this scheming company turns around and says that they dont cover "physical damage," regardless of the cause and despite the screen being obviously weak and defective. After seeing how easily the screen can scratch & scuff by merely sitting in the pocket section of my purse, I took the precaution of purchasing a screen protector for the front and back of the phone and yet, the screen cracks on its own without EVER BEING DROPPED OR SAT ON. If you look on Google you can clearly see that customers have experienced RANDOM cracked screens, UNPROVOKED by clumsiness and negligence BY THE CUSTOMER as far back as the 8, as there are many forums with customers complaining of the same defect from the S8 thru the S10. This company has yet to consider it a defect because they are avoiding responsibilIty in order to get away with not replacing defected phones. But when we're talking over $1K and 12-24 months payment committment, I can easily see a CLASS ACTION LAWSUIT in Samsung's very near future along with irreputable damage to their already flimsy, sketchy reputation. I've had every Galaxy phone from the S1 through the S10 but please believe this WILL BE MY LAST SAMSUNG DEVICE EVER. I'll be spending my hard earned money with Apple where they actually help customers, take responsibility for defects and actually have physical stores throughout the country to assist their customers. So done with Samsung!!

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userztRc1i7niV
Astronaut

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

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Exact same thing just happened to me, my phone is one month old with an Otterbox commuter case to protect the sides. Took my phone out of the pocket, and whoops, there's a crack right next to the power button. No dropping, I treat this thing like a baby! 

 

It looks like poor design, pressing the power button seems to put pressure on the glass causing the screen to crack regardless of how careful you are with the phone.

 

Definitely my last Galaxy phone (I've been loyal since the S3) and I'll be strongly encouraging my friends to purchase other devices. 

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userHxB0fwbtRt
Asteroid

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

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Apple watch users were having this issue. The metal bezel surrounding the watch screen would contract/expand with temperature changes causing the watch screen to crack. They have since corrected the issue.
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