Evo screen shattered with no drop

[Jen1026]

Placed Evo on counter with thumb on side toggle switch. Screen completely shattered! Had the phone for 6 days, and was never dropped or mishandled! Deductible $100. Wondering if anybody else had a shatter with no trauma?

 

[MisterEd]

If by chance you paid with a AMEX credit card it would cover your deductible. Not sure if any other have a similar buyer protection. (They also pay you for restocking fees if you return it).

 

[IOWA]

wow nobody is allowed to come here and post #1 be a negative thing?

how do you guys honestly suspect half the people get here... i guarantee she googled, "HTC evo 4g screen crack" or something and this website came up, so she joined, and posted up to ask her question, stop being so damn critical of people. just because yours hasn't combusted doesn't mean others haven't. you all have this thinking process in mind where if a bad thing hasn't happened to yours then it can't happen to anybody else... i see it in the battery forums, so many of you simply think the OP doesn't know how to use his phone or is lying instead of accepting a major portion of the batteries out there are bad... same with the light leakage and screen separation. give a new poster a chance will ya!

@OP, sorry for your luck, don't know how it happened but if you purchased with gold card or similar card program they will cover your deductible and or replace it themselves, either than that your SOL

Sorry but the op just wreaks of that nasty troll word, I mean, a very unbelievable anti evo story on her/his first post? You can't tell me that don't look suspect.

Tapatalk. Samsung Moment. Yep.

 

[Jen1026]

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.

 

[yellot00tr]

that pic is crazy.....i'd b so angry if my evo looked like that-insurance or not.

 

[MisterEd]

The way it looks from the photo the break radiated out from the volume button area. There could have been too much pressure at that point when the glass was glued on and the pressure on that well used point could have easily shattered the glass. Sure looks like a manuf defect to me. Had it been broken in the middle I could understand the skepticism. Fighting to get it replaced at no cost may be another problem. As I said earlier check with your credit card company, they may cover you.

 

[ballr4lyf]

I'm not too quick to call troll on this one... It's possible if the phone was exposed to some heat (perhaps left in a car), and then placed face down on a cold, stone counter. (EDIT: Nevermind, I'll agree with MrEd on this one... Possible manufacturing defect)

 

[BetterMost]

The way it looks from the photo the break radiated out from the volume button area. There could have been too much pressure at that point when the glass was glued on and the pressure on that well used point could have easily shattered the glass. Sure looks like a manuf defect to me. Had it been broken in the middle I could understand the skepticism. Fighting to get it replaced at no cost may be another problem. As I said earlier check with your credit card company, they may cover you.

This one reminds me of the "My EVO Combusted" one that sparked out of the speaker grill opposite the top power button. Could these be caused by an electrical connection malfunction at the switch points for some reason? This has me worried almost seems a bit dangerous to me flying glass and all near head and eyes. Yikes product recall maybe? You need to call and send pictures to HTC and demand from them an explanation as to why this happened. I think HTC is going to want this handset anyway. I'm sure you will also get a speedy replacement from them as well. This kind of thing really questions my confidence in this product and HTC in general. Good Luck.

 

[nizmoz]

Well from your picture, you can definitely tell it impacted something on that section near the volume buttons. So I don't believe it was from you just sitting it down on the counter by looking at how the glass shattered.

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.

 

[BetterMost]

Here is a link to that other similar event. Check out post #23 HTC may have a serious problem with this handset. This is not a common problem seen with cell phones something is wrong here.



http://androidforums.com/htc-evo-4g/93597-evo-spontaneously-combusted-no-joke.html

 

[Oridus]

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.

I'll make this plain and simple.

A) That sucks.
B) It doesn't radiate from a spot that looks like "user error"
C) Find out if any Sprint Corporate or Authorized retailer in your area is getting any Evo's in soon. If they are, find someone at one of those stores nice enough to put one aside for you.
D) That being said, call *2 (or the 1800 number if you prefer).
E) Tell them what happened.
F) Tell them since it's within 30 days, you would like to replace it at a store.
G) Take the 19 digit ticket number they give you to the store that has your Evo, or WILL have your Evo eventually.
H) Tell them that you have this ticket number that shows that you're authorized for a free and clear in store swap for a BRAND NEW Evo.
I) If they give you guff, tell them you want to speak to the manager of the store right away, don't futz with a salesperson if they want to guff you over what THEY think you did or didn't do.
J) Enjoy your newly swapped phone.


IF for some reason the manager doesn't want to help you, come back here and let us know. I'll gather a few phone #'s you can call to get what you need to get.

That ticket number, when generated in the system is generated above the corporate store sales people's heads, and they are not supposed to fight it. If the system says it, then they have to do it. If they give you guff about it, they are risking their jobs (In terms of write ups and such).

This is what I did with my now happening screen separation issue (To all the trolls out there, no i'm not mad, yes i'm getting it replaced, yes I love my phone, HTC and Sprint.)

I just called *2 right away, talked to someone there about the issue, get the ticket number, then give the information to the local store.

The Authorized Retailer in my area, the manager and her lead salesperson there are really cool. They're getting 4 more evos in early next week, they're putting one aside for my exchange. Free and clear.

Anyway, good luck. If you have troubles.... you know where to find this thread. Let us know, and i'll keep and eye out if I need to help any more.

 

[Jen1026]

Well from your picture, you can definitely tell it impacted something on that section near the volume buttons. So I don't believe it was from you just sitting it down on the counter by looking at how the glass shattered.

Yes, it was the thumb of the hand HOLDING it. It didn't get put down on the side either......thanks for sharing!

 

[Slug]

All members, please review the Zero-Tolerance post linked below.

Any further behaviour as seen in this thread will result in infractions. It's not your place to decide what can or cannot be posted in these forums. If you've got an issue with a post either report it to the staff or ignore it and move on.

 

[Jen1026]

Thank you so much for your advice. When I went in to the Sprint store last night, they tried to harvest a screen from another returned evo. Something didn't line up right. So they then advised me that the Assurion insurance was the route to go.

I called this morning for assistance reactivating the other phone that was replaced by this one, and the associate tried asking tech support for some assistance for me. The response was "customer damaged" and it would cost me $500 when they got the phone back and made that determination. So the associate said to go through Assurion.

This was such a fluke event, so I think that a little assistance from Sprint or HTC is in order. But I can't get Sprint local, or *2 to help me out.

I'm being completely honest. This phone was not dropped or stepped on, or any other customer error. If it was, I would NOT be making this much of an attempt for help.

Can you provide me with the numbers/dept that may be able to help me? I'm going to hold off on Assurion when they call me regarding the claim that was filed. We have not paid for the insurance replacement yet, and now I'm not in any kind of hurry to do so.

I really appreciate your willingness to help me out. And thanks to the moderator who removed the disparaging posts.....

 

[Jen1026]

Dear Oridus, Thank you so much for your advice. When I went in to the Sprint store last night, they tried to harvest a screen from another returned evo. Something didn't line up right. So they then advised me that the Assurion insurance was the route to go.

I called this morning for assistance reactivating the other phone that was replaced by this one, and the associate tried asking tech support for some assistance for me. The response was "customer damaged" and it would cost me $500 when they got the phone back and made that determination. So the associate said to go through Assurion.

This was such a fluke event, so I think that a little assistance from Sprint or HTC is in order. But I can't get Sprint local, or *2 to help me out.

I'm being completely honest. This phone was not dropped or stepped on, or any other customer error. If it was, I would NOT be making an attempt for help.

Can you provide me with the numbers/dept that may be able to help me? I'm going to hold off on Assurion when they call me regarding the claim that was filed. We have not paid for the insurance replacement yet, and now I'm not in any kind of hurry to do so.

I really appreciate your willingness to help me out. And thanks to the moderator who removed the disparaging posts.....[/QUOTE]

 

[NeoteriX]

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.

 

[cooper1010]

Yes, it was the thumb of the hand HOLDING it. It didn't get put down on the side either......thanks for sharing!

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

 

[Oridus]

Thank you so much for your advice. When I went in to the Sprint store last night, they tried to harvest a screen from another returned evo. Something didn't line up right. So they then advised me that the Assurion insurance was the route to go.

I called this morning for assistance reactivating the other phone that was replaced by this one, and the associate tried asking tech support for some assistance for me. The response was "customer damaged" and it would cost me $500 when they got the phone back and made that determination. So the associate said to go through Assurion.

This was such a fluke event, so I think that a little assistance from Sprint or HTC is in order. But I can't get Sprint local, or *2 to help me out.

I'm being completely honest. This phone was not dropped or stepped on, or any other customer error. If it was, I would NOT be making this much of an attempt for help.

Can you provide me with the numbers/dept that may be able to help me? I'm going to hold off on Assurion when they call me regarding the claim that was filed. We have not paid for the insurance replacement yet, and now I'm not in any kind of hurry to do so.

I really appreciate your willingness to help me out. And thanks to the moderator who removed the disparaging posts.....

You need to be assertive when calling *2. If need be, get to the retentions department or when people get on the phone, ask to go straight to their supervisor. Tell them that the screen spider cracked when you were pressing on the down volume button, and you didn't drop it. Be assertive. Get them to help you no matter what.

Once you take it into the store, show them that there is NO marking on the side casing where the phone "WOULD" have impacted an object hard enough to make the screen shatter. Ask them how it's possible to shatter a screen in that pattern without dropping it and getting further damage on the black casing.

I'm in the middle of lunch. I'll give Sprint a call from my other phone line after lunch, and i'll act like I have your issue when speaking to them. If I can find someone who's helpful, i'll get direct contact information for you so they can put the replacement ticket in the system. Once you get that replacement ticket, the local stores have no choice but to give you the replacement.


[edit]

I have the agent ID who put in the repair center ticket for me.

Now i'm trying to get someone to find out how to contact that agent

Agent ID = R0311701

[/edit[

 

[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 store? I'm trying to get a better picture of what's going on...

 

[unplugged1]

The photo just goes to show that maybe a screen protector will protect against flying glass also.

Glass is a strange material. It is very strong, yet very brittle. You doubters out there should take a look at my car windshield. A tiny stone hit the glass and created a tiny crack rather than a pit. Two weeks later the crack took over the entire windshield over night in the garage. Glass has strange behavior: never trust it.

 

[robert23]

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

 

[vkdroid]

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

Man, my brain got tired from reading that.

I don't think it's fair to make a statement that the EVO is cheaply made. If you read forums, you're definitely going to hear more complaints than people being satisfied with their phone. How often are people going to make a thread entitled "Day 15 - Phone still good."?
After all, it's easier to lament what's lost than talk about what you have.

As for the OP: That...is frightening. I've never heard of that ever happening before.

 

[Jen1026]

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 store? I'm trying to get a better picture of what's going on...

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.

 

[Jen1026]

The photo just goes to show that maybe a screen protector will protect against flying glass also.

Glass is a strange material. It is very strong, yet very brittle. You doubters out there should take a look at my car windshield. A tiny stone hit the glass and created a tiny crack rather than a pit. Two weeks later the crack took over the entire windshield over night in the garage. Glass has strange behavior: never trust it.

You're absolutely right! We have found itty bitty shards of glass on the counter where we have parked the phone. Can you imagine what would happen if there was an unknown crack that decided to bust a move on you on a call without the screen protector? Scary.

I wonder how long before they realize that glass wasn't a good choice? I'm not super techy, but maybe there was a reason for the glass......and ditto on the windshield!

 

[vkdroid]

Oh also,
I'm not sure if this will help, but take a look at:
Sprint Nextel - The Consumerist

Worth a shot if everything else fails. Looks like they have a special line for consumerist readers.