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Old November 6th, 2009, 06:49 PM   #1 (permalink)
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Default Plastic Chrome Trim Cracked-Returned Phone

I went to make a call today when I felt a scratch on my thumb as I was picking up my Hero. It seems that the chrome colored trim that surrounds the mini usb charging port is cracked. I haven't dropped the phone nor had any incident that would lead me to think it could have been damaged, but here was this cracked trim.
The only thing that I can even think of that possibly could have caused this is the repeated pushing on the back button that is just above that area on the lower front panel? Obviously, normal usage such as that shouldn't caused damage (especially in less than a month)

Has anyone else seen this type of damage on their phone. I have 2 more days to return it, I wonder if BB will replace it?

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Old November 7th, 2009, 06:17 PM   #2 (permalink)
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Default Answering my own post.

Just an update. I took my hero with the cracked chrome plastic trim back to Best Buy today. They went ahead and exchanged for a new hero.
Now I have "With google" on the back and it says Rev A. I know Sprint claims that the other Heroes are Rev A also (I'm not disputing that), but I feel better since it now says RevA

I did spend some time with the Samsung Moment and seriously considered changing, but didn't. I was pretty pleased with the look and feel, but prefer the hero and the sense ui.
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Old November 10th, 2009, 12:13 AM   #3 (permalink)
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OMG I haven't dropped my phone or anything and just felt a little snag and looked down and... ::gasp:: the same damage! No not my baby! Will be going to BB tomorrow... I guess I will have to start ALL OVER.... ARGH!
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Old November 10th, 2009, 04:52 PM   #4 (permalink)
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My dad took his out of his pocket after 3 weeks of owning it and the same trim piece above the mini USB port was cracked. It was actually sticking out from the phone. He thought he had something in his pocket that could have gotten wedged in there, but I doubt it. The phone had also, never been dropped.
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Old November 10th, 2009, 05:20 PM   #5 (permalink)
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WTF? Just noticed the same problem! I've even got one of those soft touch hard case/skins. I wonder if its from the plugging and unplugging of the micro usb?
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Old November 10th, 2009, 05:26 PM   #6 (permalink)
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Are any of these cracked ones that say "google" or are they the htc versions? I dropped mine once, and it has a knick right next to this area that you guys are talking about, but its not cracked, thank goodness. doesnt matter...i have insurance.
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Old November 10th, 2009, 05:36 PM   #7 (permalink)
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Mine's the HTC version.
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Old November 10th, 2009, 05:42 PM   #8 (permalink)
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i've only had mine for 1 week, no cracks, With Google on the back, and Rev A, no dust under screen...i'm lovin' it!!!
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Old November 10th, 2009, 09:10 PM   #9 (permalink)
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No cracks here.

I guess HTC and Sprint did not learn there lesson with the Touch Pro, which was plagued with cracked and chipped plastic chrome complaints.

My Touch Pro has several small chips of chrome missing. I never bothered to return it as I put a rubberized case on it for protection.

One thing for sure, this phone does not go in my pocket with keys, change or anything else.
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Old November 10th, 2009, 09:40 PM   #10 (permalink)
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It's interesting to see that other people have experienced the same issue. I wasn't sure if it was caused by repeated pushing down the back button, or, as pointed out above, maybe from unplugging the charge cord?

My original phone that developed the crack had htc on the back, I don't know if it makes any difference or not, but I hope my new one doesn't develop the same issue.
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Old November 11th, 2009, 10:26 AM   #11 (permalink)
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My example of the cracked plastic was a "with Google" phone. I really dont think it matters though. Ive seen that argument a lot with signal strength, internet speed, dust under the screen, etc...and nothing points to either being at fault more than the other.
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Old November 11th, 2009, 12:41 PM   #12 (permalink)
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Quote:
Originally Posted by vwvapor View Post
WTF? Just noticed the same problem! I've even got one of those soft touch hard case/skins. I wonder if its from the plugging and unplugging of the micro usb?
yeah, i bet it's how the cord is plugged/unplugged from the phone. if it is unplugged at an angle, it could put stress on the housing around the port and eventually crack it.
it hasn't happened to me yet... *knock on wood*
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Old November 12th, 2009, 11:25 PM   #13 (permalink)
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I went to 2 seperate Best Buy locations that refused to swap my phone due to this issue, which p*sses me off bc I was within my 30 days BestBuy has treated me so well, now the first time I have a problem they leave me hanging.

I have Total Equipment Protection on my phone with Sprint, how should I go about getting a new, uncracked one?
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Old November 13th, 2009, 08:54 AM   #14 (permalink)
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Originally Posted by seabreeze View Post
I went to 2 seperate Best Buy locations that refused to swap my phone due to this issue, which p*sses me off bc I was within my 30 days BestBuy has treated me so well, now the first time I have a problem they leave me hanging.

I have Total Equipment Protection on my phone with Sprint, how should I go about getting a new, uncracked one?
I'm not sure, they let me exchange mine at Best Buy without a problem, but I did have the BB insurance and it was within the 30 days. If they wouldn't have exchanged it I would have simply returned it since it was within the 30 days.
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Old November 13th, 2009, 11:26 AM   #15 (permalink)
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I have BestBuy corporate researching the issue now, they seem to be a lot more responsive... found this post on another forum about the dust and took the advice for this situation as well:

"That is absolute garbage, I work for Best Buy and if you have this issue they must address it, it is a product defect. Dust should not be able to ENTER the screen per factory seal, It doesn't matter WHAT the external factors are! If the "Manager On Duty" (ask specifically for an MOD if the manager of the department will not work with you, as the MOD is the Store Manager at the time) at the store refuses to help you, then contact 1-888-BEST-BUY which is the corporate line and explain your situation, they should be able to take care of you. Don't forget to leave all kinds of customer feedback through any and all channels offered and available. Best Buy is just like Sprint in that the only way anything gets done is through a large amount of customer feedback."
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Old November 15th, 2009, 11:21 AM   #16 (permalink)
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crap i just checked mine and yeah i see a tiny crack from usb port.

I'm nervous now! i didn't buy this from bestbuy but from online. will they replace it under warranty? or do i need the sprint's insurance?
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Old November 16th, 2009, 01:25 AM   #17 (permalink)
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Mine developed the same issues 2 days ago and there's a good half an inch piece missing above the usb port.

Also, I dropped the phone and nicked the top (next to the screen) part of the plastic covering - do you think that it could be replaceable? I know the bottom one is for sure as it's just a battery cover.
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Old November 22nd, 2009, 03:24 PM   #18 (permalink)
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I'm 12 days past my 30 days and just noticed that mine has cracked in the same place. Does anyone know if BestBuy will still replace it since it's a manufacturer's defect?
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Old November 22nd, 2009, 05:05 PM   #19 (permalink)
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I think it's pretty common with any device that has these plastic painted chrome trims. My Touch Pro held up pretty good but it does have it's chips.
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Old November 22nd, 2009, 06:46 PM   #20 (permalink)
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Originally Posted by kennyidaho View Post
I think it's pretty common with any device that has these plastic painted chrome trims. My Touch Pro held up pretty good but it does have it's chips.
I don't know how common it is, but I have had a few phones that had trim that never cracked. My last phone was an HTC Touch (Sprint) and the trim on it never cracked. Also, it seems that there is a design or manufacturing defect since it appears common for the trim to crack in that same place (not to mention that it happens without dropping or other wise dmaging the phone)
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Old November 22nd, 2009, 11:14 PM   #21 (permalink)
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Mine developed the crack as well which really irritates me because I'm kind of anal with my stuff and take really good care of it. The crack just 'happened' Anyway, I put a drop of super glue on it to keep the crack from becoming a missing piece of plastic. Hopefully that will hold it.
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Old November 22nd, 2009, 11:26 PM   #22 (permalink)
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Quote:
Originally Posted by mamiamjo View Post
I'm not sure, they let me exchange mine at Best Buy without a problem, but I did have the BB insurance and it was within the 30 days. If they wouldn't have exchanged it I would have simply returned it since it was within the 30 days.
I got my Hero at Best Buy too and at the time (Nov. 2), did not get the Best Buy Insurance. I already have the Sprint insurance. I am considering switching to the Best Buy plan though since I believe you can within the first 30 days. How would you rate these plans? It seems to me that the BB plan might be better even though it is a bit more each month.

Thanks in advance for any opinions....
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Old November 23rd, 2009, 03:37 PM   #23 (permalink)
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Someone Post a pic of the crack please!!!
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Old November 23rd, 2009, 04:27 PM   #24 (permalink)
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Someone Post a pic of the crack please!!!
I don't like the sound of this...
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Old November 24th, 2009, 11:36 AM   #25 (permalink)
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Someone Post a pic of the crack please!!!
I don't like the sound of this either, but yes, a picture would be helpful to understand where/what the issue is.
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Old November 24th, 2009, 11:46 AM   #26 (permalink)
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I didn't think to take a picture before returning the phone, but maybe someone did or, someone that hasn't returned theirs will take a picture.
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Old November 24th, 2009, 01:15 PM   #27 (permalink)
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Someone Post a pic of the crack please!!!
How about a video??

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Old November 25th, 2009, 12:55 AM   #28 (permalink)
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I didn't think to take a picture before returning the phone, but maybe someone did or, someone that hasn't returned theirs will take a picture.
here's mine.

http://i46.tinypic.com/14shcvt.jpg

same as ya all?
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Old November 25th, 2009, 08:04 AM   #29 (permalink)
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here's mine.

http://i46.tinypic.com/14shcvt.jpg

same as ya all?
Exact same spot as mine except mine went all the way though, end to end. Put a drop of super glue on it.
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Old November 25th, 2009, 09:17 AM   #30 (permalink)
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here's mine.

http://i46.tinypic.com/14shcvt.jpg

same as ya all?
Mine was on the other side (top right as you face it) and went all the way through.
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Old November 26th, 2009, 12:32 AM   #31 (permalink)
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Mine started on the opposite side, but is developing on the other side as well. I have used some superglue so hopefully it'll hold. I def. believe it is due to the usb cord being plugged in and pulling it at an angle when i use it as an alarm clock in the morning. To avoid these cracks, I recommend not using the device while attached to the charger. Since I have stopped doing this, the cracks have not changed.

Bestbuy said there were no other reported issues of this, so would not exchange it. When I directed them to this thread, they said this was not evidence of an issue. Will never buy a phone there again.
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Old November 26th, 2009, 12:38 AM   #32 (permalink)
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<cough> case
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Old November 26th, 2009, 12:49 AM   #33 (permalink)
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Aren't you brilliant. This issue would have been prevented sooner if you had coughed up your sarcastic case post weeks ago.

Oh wait, what do you know, I just looked at my phone, and what do you know, it has a CASE on it! Funny how a case does not cover a port that needs to be used frequently... what idiot put a cut out shape right where there is a defect on the phone. Hmmm...
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Old November 26th, 2009, 12:52 AM   #34 (permalink)
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Aren't you brilliant. This issue would have been prevented sooner if you had coughed up your sarcastic case post weeks ago.

Oh wait, what do you know, I just looked at my phone, and what do you know, it has a CASE on it! Funny how a case does not cover a port that needs to be used frequently... what idiot put a cut out shape right where there is a defect on the phone. Hmmm...
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Old November 27th, 2009, 09:43 AM   #35 (permalink)
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Just noticed mine is cracked all the way through also near the usb port. Will be putting on the studio case when it comes in. This is for sure a design defect, I would like to see if HTC has any response to this.
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Old November 27th, 2009, 01:13 PM   #36 (permalink)
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Just to reiterate that a case does not avoid this issue. Mine developed the crack without dropping, hitting or any other type of physical trauma. It's most likely due to plugging in and pulling out the charging cable.
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Old November 27th, 2009, 03:54 PM   #37 (permalink)
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low and behold....went to bed last night with a perfect phone on the night stand, woke up this morning with e exact same crack. happened by itself overnight without being touched! a drop of superglue on the tip of a toothpic rubbed along the broken edge did the trick. barely noticeable now
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Old November 30th, 2009, 11:52 AM   #38 (permalink)
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Is this a common problem? I am concerned as my crack sticks out a little and snags on cloth from my pocket.

I have not dropped my phone, and was hoping the seidio case would just hide this, but this case does not cover the usb port.
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Old December 1st, 2009, 08:41 PM   #39 (permalink)
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Poop... Mine just developed this crack...
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Old December 2nd, 2009, 09:03 PM   #40 (permalink)
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Quote:
Originally Posted by mamiamjo View Post
I went to make a call today when I felt a scratch on my thumb as I was picking up my Hero. It seems that the chrome colored trim that surrounds the mini usb charging port is cracked. I haven't dropped the phone nor had any incident that would lead me to think it could have been damaged, but here was this cracked trim.
The only thing that I can even think of that possibly could have caused this is the repeated pushing on the back button that is just above that area on the lower front panel? Obviously, normal usage such as that shouldn't caused damage (especially in less than a month)

Has anyone else seen this type of damage on their phone. I have 2 more days to return it, I wonder if BB will replace it?
Thanks for the heads up. I had my phone for more than 30 days. I am still going to try and take It back. Good looking. I thought I was alone on this one.
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Old December 3rd, 2009, 12:42 AM   #41 (permalink)
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i wonder if a 3rd party company will create a wireless charging pad for this phone...
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Old December 3rd, 2009, 07:29 AM   #42 (permalink)
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Same issue here. Have insurance from BB and will try to get replacement today. Also, my volume up is not working right either. It too me several very deliberate tries to get the volume to turn up this morning.
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Old December 4th, 2009, 11:37 AM   #43 (permalink)
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Quote:
Originally Posted by LTZguy View Post
Are any of these cracked ones that say "google" or are they the htc versions? I dropped mine once, and it has a knick right next to this area that you guys are talking about, but its not cracked, thank goodness. doesnt matter...i have insurance.
My phone says htc. I had the phone for about 45 days. I never droped the phone. Sprint customer service said they will give me a refurbished phone. I said no way. I went to the Sprint store and they are telling me come back and talk to the manager so Im going there today. I also called the insurance company, they want you to pay a deductable of $100.00, and they are not sure if the phones are brand new. If the store doesnt replace my phone what should I do? I thinking Im going to have to settle with the refurbished phone. I didnt even get a discount. I paid almost $300.00 bucks with out a rebate. So I dont want a used phone if I didnt even drop the phone yet and I havent owned the phone for over 60 days and its falling apart. That sucks asssssssssssss!!!!!!!!!!!!!!!!!!
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Old December 4th, 2009, 12:22 PM   #44 (permalink)
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Insurance still costs you the 50 bucks to replace the phone.
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Old December 4th, 2009, 12:27 PM   #45 (permalink)
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Insurance still costs you the 50 bucks to replace the phone.
Insurance it $100 on the hero, not $50.

I am not going to replace mine as I truely feel this is a design defect and will just happen again.

I think more and more people are going to get cracks, then maybe HTC and sprint will do something about it.

Make sure to have it noted on your account that it is cracked and that you are not happy about it, but not going to get a new one through insurance. Put a dab of superglue on it and wait to see what happens.

Also, log an issue with HTC. The more people that have the issue, the higher the visibility.
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Old December 5th, 2009, 09:55 AM   #46 (permalink)
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Originally Posted by mamiamjo View Post
I went to make a call today when I felt a scratch on my thumb as I was picking up my Hero. It seems that the chrome colored trim that surrounds the mini usb charging port is cracked. I haven't dropped the phone nor had any incident that would lead me to think it could have been damaged, but here was this cracked trim.
The only thing that I can even think of that possibly could have caused this is the repeated pushing on the back button that is just above that area on the lower front panel? Obviously, normal usage such as that shouldn't caused damage (especially in less than a month)

Has anyone else seen this type of damage on their phone. I have 2 more days to return it, I wonder if BB will replace it?
I purchased my phone on Oct. 12... I went to the Sprint store where I puchased the phone and they refused to exchange my phone, because I was out of my 30 days. I explained to the assistant manager that this crack appeared on it's own. To make a long story short. I asked for a corprate number, email or address. He came back with the *2 number for customer service. I told him I was not leaving until they exchanged my phone and he went in the back and came out with a brand new Hero! My new Hero has with Google on the back so I'm happy with the phone. If anyone call help me with any corprate information I would appreciate it. I want to tell Sprint about my experience and how these phones may have a defect.
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Old December 11th, 2009, 06:55 PM   #47 (permalink)
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here's mine.

http://i46.tinypic.com/14shcvt.jpg

same as ya all?
As like everyone else i have a crack in the same exact spot. I will use this pic and these posts to get them to fix this.

Thanks for the heads up on this issue.

I never notice it and i wonder how long its been there I bought my hero on oct 22
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Old December 11th, 2009, 11:02 PM   #48 (permalink)
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As like everyone else i have a crack in the same exact spot. I will use this pic and these posts to get them to fix this.

Thanks for the heads up on this issue.

I never notice it and i wonder how long its been there I bought my hero on oct 22
yeah mine already cracked all the way through and it sticks out, not flushed. so i used superglue to fix it and now its fine. you still can see the crack but you don't really feel it anymore so i don't notice it anymore. no another crack showed up. so i guess its all good.
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Old December 12th, 2009, 06:55 AM   #49 (permalink)
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I will try to get a replacement first but if they don't I will try the superglue method. Thanks for the tip
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Old December 12th, 2009, 05:31 PM   #50 (permalink)
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i've had my phone since october 9 and i have no crack...
 
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Sprint HTC Hero
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The Sprint HTC Hero was announced on September 3rd, 2009, making Sprint the 2nd American mobile carrier to offer a phone based on Google's Android operating system. While HTC had already launched the Hero, making it available on European carrie... Read More



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