Evo screen shattered with no drop

[Jen1026]

put down hard?! i'm having a hard time believing it just blow'd up.

Nope. Put down like any expensive techno gadget should be handled. That is why I'm so puzzled and frustrated. We have had two ipod touches, two other HTC Hero's, all handled in the same delicate manner with no screen problems. Zero. In fact, the Evo has been handled like a newborn baby. It has to be some kind of mfg defect due to the fact that Oridus pointed out - no damage to the casing. It wasn't placed or hit on the side. Very fishy and dangerous event.....A phone shouldn't have to have a case on it to be used and placed down on the counter. I could see this happening on a drop situation, but not this.

I did have an old school Katana that was dropped from the 6th floor balcony in Hawaii, landing on grass with no problems resulting. That was just as shocking to me as this no trauma complete shatter.

 

[Jen1026]

You might want to try speaking with a different Visa rep. I had to put in a warranty claim through MasterCard and didn't have any problems with the mastercard not paying for the phone bill -- mastercard and visa's warranty manager policies are pretty similar from what I remember.

Thanks, I'll give them another call. I thought it was phoney baloney that I had to pay my cell bill with their visa, even though the phone was purchased on the visa. Worth a shot!

 

[Wrxdrunkie]

lol @ people caring if this thing has gorilla glass, obviously does not matter

 

[Oridus]

Jen

Can you tell me what Sprint local or *2 Tech support is telling you, and exactly what you're telling them when you call and/or went into the sto

I can't believe how helpful you are being I have been with my dad at the doctor, sorry for the delay!

When I called them this morning, I told them that we put the phone down on the counter and the screen shattered with no impact. The representative said to hold on, and he'd ask tech support for some help. He then came back and said that they told him that if they send me a new phone, I send the old one back. They will then take a look at it, and more than likely say "customer damage" and charge me the full retail price for replacing it. Was advised to go with Assurion. I was working, so I finished the call, and that was it for the time being.

I will definitely try being more assertive now, as everything you have said has really sunk in, now that the original shock of the shatter has started to wear off. We looked very carefully at the phone this afternoon, and you're completely correct - there are NO markings anywhere on the phone to show any kind of scratch or damage. The shatter most definitely starts at the volume down button.

Very thankful for the screen protector, as I have also started to find itty bitty shards of glass on the counter where the phone has been living now. Talk about a safety hazard, if one was to break while on a call.....

Again, thanks so very much for all your help. I am very determined to get this taken care of fair and square.

As crappy as it may seem, you're going to have to go in to a local sprint store. Be assertive but nice. Do NOT take no for an answer. Show them that there is no physical defect on the out side of your device, only the glass. If they try to tell you that it's not in their "known issues" database, just remind them that there can be manufacturer flaws in devices that aren't wide spread. Your luck is going to be variant on who is working. If i were you, i would skip the salesperson b.s. and talk to the manager on duty right away.

I will try to give you some extra detail on what to say and how to say it when I get back on a computer, as I am at work right now. You are the victim of a flaw, and in some way shape or form, you'll get a new phone.


P.s. You being a female may net you easier results. I know it sounds bad, but I had my girlfriend call Sprint acting like she had your issue, the guys that she spoke with were a bit less argumentative than when I did. My girlfriend sickened at me. :trolleys: figures.

__________________
Sent from my HTC EVO using Tapatalk.

 

[Premonition]

The glass on the evo is pretty good its not the strongest glass in the world, i remember a guy tested some objects on it and there were no scratches after the test, and that to me is all that matters. As for this topic it sucks that this happened, I wish you could get a free replacement, to me this is a factory defect but sadly it seems they wont treat it that way, hope you get your phone fixed soon.

 

[cooper1010]

wow that looks lime our phone but the bad thing everyone got them the frist day it came out payd lots of money then the phone screen busttttttttt and you cant get a new one for 2 weeks becuz ther sold out lots of people are haveing truble with there htc evo they are made very cheap but sell for $499 i have a palm pre from sprint its a strong phone but the only bad thing it dont got android softwher i crack my screen but it made a hairline crack and phone still works great and is very strong phone htv eco is made very cheapy

comma, period, exclamation point!

i made a phone out of paper mache once and it was better constructed than the pre.

 

[cooper1010]

Nope. Put down like any expensive techno gadget should be handled. That is why I'm so puzzled and frustrated. We have had two ipod touches, two other HTC Hero's, all handled in the same delicate manner with no screen problems. Zero. In fact, the Evo has been handled like a newborn baby. It has to be some kind of mfg defect due to the fact that Oridus pointed out - no damage to the casing. It wasn't placed or hit on the side. Very fishy and dangerous event.....A phone shouldn't have to have a case on it to be used and placed down on the counter. I could see this happening on a drop situation, but not this.

I did have an old school Katana that was dropped from the 6th floor balcony in Hawaii, landing on grass with no problems resulting. That was just as shocking to me as this no trauma complete shatter.

i believe you.

 

[thezlog]

I don't personally buy the story. Something had to have pressed or impacted that portion of the screen PRETTY HARD for you to have such fine crushed/fragmented glass at the "impact site." It probably happened in your pocket and you didn't realize it until you looked at it right as you set it down on the counter.

You just don't get that result from a defect. You would get a crack but you wouldn't have that crush zone.

Anyways, with enough persistence you will get a replacement. Good luck, and be more careful next time.

 

[Mabster]

That photo is crazy scary and reminds me of Lichtenberg figures. Glass is weird like that. Can be very strong when pressure is exerted but completely fragile in certain pressure points. Hopefully this is a complete freak occurrence, but definitely makes me glad I have a screen protector.

 

[Aerobit]

Ok so explain this one.. Today at lunch I left my evo in the truck only to come back and find that my phone was cracked.. Everyone that I worked with was inside the restaurant, and I was the only one that had a key? I know that it was not cracked when I sat it in the seat before locking the door. The phone was in the shade from the sun but it was a 90+ day, the only thing I can figure is that the heat caused the glass to break? I'm not sure what I should do, try to get a new replacement or just get the insurance?

 

[Dutch54]

Looks very much like an ashtray I had on my patio, in the shade on a hot day...then I brought it indoors, set it on a coffee table, walked away for no less than 3 minutes, came back and it had cracks in it just like that.

My Evo does get warm at times..it's quite possible your screen's warmth, as slight as it is, triggered a fault in the glass. I cant see how Sprint cannot see that there are no impact marks or points in the glass...that it went on it's own

 

[unplugged1]

You will probably want to take the case off to show them that there is no bending of the frame around the glass.

 

[IOWA]

Hmph. Odd.

 

[sitlet]

I would say the heat caused that. If that's the case, you're going to have a hard time getting it replaced, as they will say it was user error, because you left it in a hot car.

 

[rizzomach]

ok, last night my wife put her phone down on the nightstand and went to sleep. when she woke up the screen was cracked.

dialed *2... all they said was please hold. then Asurian (spelling) answered the phone... I had no clue I was being transfered.

they lady there said she was entering all my information then said please hold...

instead of hold music I was directed to go download an affidavit to fill out and provide more information.

Not understanding what exactly was going on I pressed #2 (I already have the downloaded document but need help filling it out)

this guy explains to me that they just need to confirm ID before sending out the phone and will ship it out swiftly after getting the document back. even provided a fax number...

As he was about to hang up I asked if I was going to have to pay my $100 deductible.

He said YES, with out a doubt.

Physical Damage is not their fault.

I then asked if 2 months down the line Sprint admits to a factory flaw and has a recall do I get my $100 back and he said "call Sprint"

I love my EVO but this customer service run-a-round SUCKS!!!!

 

[Premonition]

I hope this problem is minimum, i would think this would also happen to the HTC HD2 as well unless they use different types of glass builds (not talking about TFT) and if so they should use the same glass cause this is kind of scary.

 

[lewi3069]

First of all, I joined this forum because I experienced this problem. Yes, I googled it, and that's how I found this site. I didn't join the forum last Friday the minute I bought the phone, because I had no reason to. I don't have to enroll in a forum to enjoy my phone.

I joined because I was looking for guidance and ideas. Isn't this what forums are for? Instead, for the most part, I have been ridiculed, called a liar, and a troll. By the way, what is a troll? I am not 3 inches tall with pink fuzzy hair.

Picture, yes. Sorry I didn't post it last night. I had a very long day, not that most of you would care. I just brought my dad home from 40 days in the ICU/Rehab hospital. That's also the truth.

A sincere thanks to all who had genuine responses, and believe my issue. It is what it is, and I have notified HTC of this problem. I have also been told by the Sprint store to keep all documentation from them and Assurion in the chance that there is some kind of documented problem/solution from HTC.

I can't believe all the negativity that has been shown to me on my first post (gasp!). If you could take all that energy in negative postings, into positive feedback, you could make a world of difference to many people. I really hope you are not like that in the face to face world. If so, I feel so very sad for you. I'm so glad I'm not that way. I would NEVER bash a person on a forum, especially on their FIRST post with a legitimate concern. You should be ashamed.

Again, if anybody has HELPFUL ideas, comments, or suggestions, please let me know. By the way, I purchased with a platinum visa, and was told that since I don't pay my cellular bill with that visa, it is not covered. This was direct from Visa Warranty Manager.

Umm Sir I'm going to have to ask you to lay of the wheaties for a while...

Sorry about the phone thats pretty rough... I think I would have an heart attack if that happened to me.

 

[BetterMost]

This screen cracking thing has me a bit worried I must say. Let me ask, did you have a case on the phone? If yes what type? Screen protector or not? Just wondering if maybe some cases might be to tight fitting and cracking the screens.

 

[Aerobit]

Yes I have a black and grey Body Glove case that I purchased with the phone. It is a tight fit but I really don't think that it could have caused this.. Anyway it might be a good idea to keep a screen protector on just in case this tries to happen while you're on the phone, you can already feel where the glass is starting to cut through the protector. Oh and the one I'm using is off of ebay its the one you have to mix the water with alchohol and baby shampoo, I have used these on many of my phones and never had an issue. I'm headed to the sprint store to see what can be done, hope you guys have better luck then I did

 

[heavychevy]

I've seen a screen on an HTC Touch Pro 2 crack from the inside with no damage at all on the outside. It seems there is definitely a possible problem here. I really like this phone, but am not willing to pay $100 for one every few months because of manufacturing flaws blamed on the "user".

I didn't know leaving your phone in the car was user error. WTH is that? Do they not test the phones?

 

[Jen1026]

You should have seen the negative posts that were removed by the moderator. Heart attack, almost but I'm too busy with my dad back on life support. When it rains, it pours......

Umm Sir I'm going to have to ask you to lay of the wheaties for a while...

Sorry about the phone thats pretty rough... I think I would have an heart attack if that happened to me.

 

[sagedil]

I've seen a screen on an HTC Touch Pro 2 crack from the inside with no damage at all on the outside. It seems there is definitely a possible problem here. I really like this phone, but am not willing to pay $100 for one every few months because of manufacturing flaws blamed on the "user".

I didn't know leaving your phone in the car was user error. WTH is that? Do they not test the phones?

How many phones have been sold?? How many reports of spontaneous destruction have you read??

Perspective please!!

 

[heavychevy]

How many phones have been sold?? How many reports of spontaneous destruction have you read??

Perspective please!!

How long has the phone been out? You can't give perspective without sufficient data sampling time. And it's not like every EVO owner (or even close to it) will end up on this site. I'm sure a lot of people would like to know as much as possible BEFORE their 30 days are up.

 

[Jen1026]

Well, I'm waiting for Assurion to send the replacement. I was sent round and round to Assurion/Sprint/HTC in circles. Basically what I have now requested is some type of account credit to offset the cost of the insurance deductible. Also came to light that since the store opened my phone, it did something to the warranty. *2Talk reps weren't too happy with that fact, and they were the most helpful in terms of getting me some financial assistance. They will call me back on Monday.

Thanks all for your help, and I'll keep you posted!

 

[damewolf13]

This screen cracking thing has me a bit worried I must say. Let me ask, did you have a case on the phone? If yes what type? Screen protector or not? Just wondering if maybe some cases might be to tight fitting and cracking the screens.

The heat will definitely crack any kind of glass all by itself, and the worst thing you can do if your screen gets too hot is to try to cool it too soon and too drastically. I live in Tucson AZ and we see lots of heat cracked/shattered windshields there.