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Help Anyone return an Evo because the bottom screen is separating

I think many people are missing the point of this thread....

The light leakage is just a precursor to what is going to happen. Soon the TS will start to lift on the bottom as the adhesive begins to release. Once the adhesive degrades enough, dust and debris will no doubt get behind the screen. In the worst case, the screen may actually seperate from the phone casing.

By returning your phone and replacing it, HTC and Sprint will take a hit. Hopefully this hit will have enough impact on the 2 (HTC and Sprint) that action must be taken in order for EVO sales to remain profitable. By not returning your phone you are promoting shoddy QC. This will lead many companies to believe the american public just doesn't care about quality.

I absoutely adore the EVO and the Android OS. It is by far my favorite phone I have had. I will return all 5 of the phones and carefully inspect the replacements. By doing this I hope to "buy myself enough time" to keep the screen from falling off or getting debris behind it until a "fix" is made by HTC. This also lets HTC and Sprint know that THIS AMERICAN consumer does indeed care about build quality.

As I stated before, it is your phone and you paid your money for it. If you are willing to accept your screen seperating from the phone, by all means, keep it and enjoy it. Maybe once the screen completely seperates from the phone you could get an extra long ribbon cable, put the phone in your pocket, and have just the screen in your hand. How cool would that be! It should work since "the LCD and Touchscreen are sealed units". You should to be able to use the screen underwater if it is truely "sealed" as well.
 
iTBaggdUrMac said:
I think many people are missing the point of this thread....

The light leakage is just a precursor to what is going to happen. Soon the TS will start to lift on the bottom as the adhesive begins to release. Once the adhesive degrades enough, dust and debris will no doubt get behind the screen. In the worst case, the screen may actually seperate from the phone casing.
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How do YOU know this? Are you an HTC engineer? This is a brand new device, You cant say with any certainty AT ALL that just because someone's phone has some light leakage that their screen is going to fall apart :rolleyes:
 
I do not work for HTC but I am a materials engineer. I'm not saying it will happen in a week or even a month but, rest assured, it will happen. If the screen was seated properly there would be no light leakage. You can see this for yourself if you have light leaking by pushing down on the bottom of the screen. Voila, no more light leakage. This implies that your screen is not installed properly.
 
iTBaggdUrMac said:
I do not work for HTC but I am a materials engineer. I'm not saying it will happen in a week or even a month but, rest assured, it will happen.
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Ok cool. If it does, I have a year warranty and insurance, I will get a new one. Looks like just about every Evo currently out has this issue. No sense in rushing to return it for another that will do the same. Best to wait a month or two till they resolve the issue.

You still cannot say with any certainty this WILL happen. Take my old LG Envy and HTC Touch Pro for example. Tons of people had issues with the bottom of the phone basically breaking on the Envy. Almost everyone reported their slot where they plugged in the USB became loose and then started coming off. Well guess what? My USB started to get loose but in two years never came apart! With the TP, tons of people had issues with their slide out keyboards come loose and stop working due to do a design flaw. Guess what? Had mine for 14 months and never had an issue with my keyboard stop working although it did become loose. Only time will tell with these phones.
 
That's why in post # 353 I used the words MAY and WORST CASE.

The other point I was trying to make in that post you completely disregarded as well.
 
iTBaggdUrMac said:
That's why in post # 353 I used the words MAY and WORST CASE.

The other point I was trying to make in that post you completely disregarded as well.
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But in your last post (#355) you said "rest assured, it will happen." I respect the fact that you are a materials engineer, but the bottom line is no one knows for sure what will happen as this is a new device.
 
If your screen is seperating, I believe it will continue to get worse and it will get debris in the phone. That is just the nature of the type of adhesive HTC seems to have used to adhear the bottom of the screen. If they would have used an epoxy this would not be happening. However, an epoxy would have made repairs much more difficult. But it all comes down to opinions, and we all know what those are like ;)

Remember if we don't complain, it won't get fixed.
 
iTBaggdUrMac said:
If your screen is seperating, I believe it will continue to get worse and it will get debris in the phone. That is just the nature of the type of adhesive HTC seems to have used to adhear the bottom of the screen. If they would have used an epoxy this would not be happening. However, an epoxy would have made repairs much more difficult. But it all comes down to opinions, and we all know what those are like ;)

Remember if we don't complain, it won't get fixed.
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True. I have the gel cover on mine so everything around the bottom of the screen is covered nicely. I am not going to worry about it unless my screen starts coming apart and its effecting using it or its a major gap. An eighth of an inch lift in one corner of my screen is not going to bother me in the least :)
 
I got a call from HTC today. They are looking into this issue with the screen. I'm sending them over some pictures tonight.
 
real simple, everyone go into their store and return their Evo between July 1st - 3rd. that is within the 30 day period and will give HTC and Sprint a nice big fat loss and maybe then they will get their butts in gear.

I am having both issues since day 1, I have not yet tried to return the phone, but am waiting until july 1st-3rd time frame, to give a chance of a shipment with "fixed" hardware. you can easily see the light coming out from my screen under teh home and search buttons, you can see my screen is above the bezel when looking at it from the bottom, you can easily see the glass move down below the bezel when pressed. I do not have any dust issues at this time.
 
Went into BB today and they were really cool about it. The woman inspecting the phone had long nails so it was really easy for her to identify that the glass was raised on one side. They put me down for the first to get an EVO when the next shipment gets in. However, I may pass and tell them to put me in line later in my 30 days, although that may not make a difference. If this is even being resolved on HTC's end, I'm wondering if that's even enough time get the fixed devices out.

I was glad they acknowledged the problem though. Mine is raised on the middle of one side, enough to feel the glass edge with my finger. It's leaking light there as well.

I agree with the comments about this getting worse. If this is happening 1-2 weeks into use, what about 1-2 months? Besides, once a flaw like this occurs, it may just accelerate the process from the movement of parts that shouldn't move in this fashion, i.e the screen getting flexed in ways it shouldn't.

The complaints about the phone are unfortunate. It's an awesome phone and have no plans to switch.
 
Got my replacement phone today, as well as my new innocase active(freaking sweet by the way), but have not really had a chance to look at it. As soon as I unboxed it I put a phantom skinz on it, now I am letting it sit for a while.
I will advise tomorrow morning.
 
Roman G. said:
Got my replacement phone today, as well as my new innocase active(freaking sweet by the way), but have not really had a chance to look at it. As soon as I unboxed it I put a phantom skinz on it, now I am letting it sit for a while.
I will advise tomorrow morning.
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Exactly what I'm doing. The phantom skinz looks very cloudy at this point. Do you know if that will clear up? And it is detrimental to get every bubble out at this point? The instructions said they will work out over time.
 
I don't want to return my EVO because I already attached my Invisible Shield to it. I'd be perfectly happy sending it to HTC having them reglue my screen.

Those of you running to RS/BBY/Sprint Stores to exchange your phones are idiots. You're wasting your time, gas and energy. I'm not even factoring in the time it takes to get your phone back to where it was before you returned it (reloading contacts, installing apps, changing settings, etc.).

If you're trying to get a point across, all you have to do is call/email/write to Sprint and HTC to complain.
 
Here's my update on the issue. I started contacting HTC via phone and emails June 10th. After calling HTC the first time, I went ahead and sent some emails about the issue.

Yesterday I received a call from a support specialist and asked me about my issue. He definitely wanted to know what was going on with the phone. He then asked me to send him a few pictures of the phone, so I sent them out last night.

Today, June 16, I received a call from a manager about my issue. One of my emails actually reached someone willing to take a look at the issue. He was very apologetic and seemed sincerely concerned. He told me that they are having a serious look at this issue now and asked if I'd be willing to help him by sending my phone. I was a bit hesitant at first because I didn't like the idea of not having a phone for however long they'd take with it, but....

He then said they'd send me a new, not refurbished, phone for replacement. I could activate the new one and send mine back. Postage for overnight UPS to my house prepaid as well as the UPS back to HTC. He sent it out today so I'll be getting it tomorrow via UPS Next Day air. Awesome, no downtime aside from having to reinstall all of my apps. (Too bad EVO doesn't have back up to Google :/)

Anyway, I'll post another update about the new phone and also any relevant correspondance I have with HTC.
 
nahpungnome said:
Here's my update on the issue. I started contacting HTC via phone and emails June 10th. After calling HTC the first time, I went ahead and sent some emails about the issue.

Yesterday I received a call from a support specialist and asked me about my issue. He definitely wanted to know what was going on with the phone. He then asked me to send him a few pictures of the phone, so I sent them out last night.

Today, June 16, I received a call from a manager about my issue. One of my emails actually reached someone willing to take a look at the issue. He was very apologetic and seemed sincerely concerned. He told me that they are having a serious look at this issue now and asked if I'd be willing to help him by sending my phone. I was a bit hesitant at first because I didn't like the idea of not having a phone for however long they'd take with it, but....

He then said they'd send me a new, not refurbished, phone for replacement. I could activate the new one and send mine back. Postage for overnight UPS to my house prepaid as well as the UPS back to HTC. He sent it out today so I'll be getting it tomorrow via UPS Next Day air. Awesome, no downtime aside from having to reinstall all of my apps. (Too bad EVO doesn't have back up to Google :/)

Anyway, I'll post another update about the new phone and also any relevant correspondance I have with HTC.
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This is fantastic news for us with the problem. Hopefully HTC will figure out the root cause of the problem and help out those with the issue.
 
Ok people, I know the screen lifting on our new toys is very unsettling, but from what I understand the HTC warranty on defects in materials and workmanship is for a period of 1(one) year. That's what this problem is, a defect in material or workmanship.

When the post said they had reproduced the problem in the lab, that is a good thing. Now they can begin to work on solving the problem. When he said the problem didn't affect usability, that is a good thing also. It means you shouldn't worry about your EVO not working because the screen has lifted on the bottom.


So now we need to allow them a little time to come up with a satisfactory solution to the problem. Remember we must also give them time to test the fix to make sure it's permanent and won't reoccur at some point down the road. If new parts are involved, it will take time to manufacture those too.


Also keep in mind that this is an HTC problem, so Sprint will be our advocate when it comes to getting HTC to come up with a solution that is acceptable to us, the end user, and to Sprint. Sprint definitely will NOT want this type of problem happening again, now or in the future. It's a PR nightmare, wouldn't you agree?


It's really a shame this had to happen with what was ultimately Sprints "flagship" phone. I can hear the Sprint top executives saying, "Why with this phone? When do we get a break?" Sprint NEEDS a few things to go it's way.....


Believe me when I say, nobody wants this problem solved quicker than Sprint! (and HTC too, for that matter) Sprint is just like you, they wish the fix had come out yesterday!


My guess is this will be handled very similarly to the same as when an automobile is recalled by the manufacturer. If HTC doesn't do the right thing, some government agency will get involved.


Best of luck to all of us,
 
tx_brandon said:
Just to be clear...HTC called your EVO today? How long did you talk to them and what did they ask you?
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Yes they called my Evo Tuesday. We talked for about 10 minutes or so. They asked me a little more about the problem and to send pics which I sent that same night.
 
Update: The new phone I received has WAY less light leakage, notice I didn't say it was gone. However, I can't see it anymore unless I go into a very dark room and it's BARELY visible under the home button, nowhere else. My old one had leakage under each button.

Now... the issue with this one that wasn't apparent on my original.

The LED under the menu button is a different color than the other 3. It's white, but a dirty white and it's VERY noticable when the buttons become lit.

Seems like the build on this one is better than my original..aside from the off colored LED.

Also, both hardware versions were 002. The new one's power button feels noticably more flush.
 
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