So last night, I was texting on my samsung galaxy S3 and everything was fine. I put it in my sweatshirt pocket and stepped outside. Took it out of my pocket about 5 mins later and my screen was shattered. I was so upset ( i only had my phone for 2 months!) I was extremely careful with my phone and never dropped it. How could this happen? It was fine 5 minutes previous! I went to an ATT store by me and they said there was nothing that could be done. It was physical damage. My theory is that i was inside using my phone and when i went outside in below freezing weather, it cracked. My phone also had a tendancy to get extremely hot, which i thought was strange but didnt think to bring it up to AT&T since it hadn't caused any issues. The guy at AT&T said that was impossible because it was a special glass that wouldnt be affected by heat or cold temps. I did get insurace for my phone when i bought it, but why should I pay 200 more dollars for a phone that might crack out of nowhere? If i had caused the damage, I would have had no issue using my insurace and paying $200 for a new phone, but this wasn't the case. My phone was defective. I decided to go to where I purchased my phone, an authorized dealer here in Boise called Connect. The guys were shocked by what they saw. They told me it was obvious I didn't drop it since there were no points of impact and it was shattering from the edges out all the way around the phone. They were so helpful... they said that there was nothing they could do there, but that I should definitly contact AT&Ts warranty dept and gave me the number. They also noted on my account that I had come in with a cracked phone and layed out what had happened. They mentioned that they had looked at it and could tell that it was not dropped and that they believed the phone was defective. I called AT&T and talked to someone that pretty much told me the same thing the first AT&T store had told me and passed me off to insurance claimes. This upset me a lot. I told the insurace person that i did not want to talk to them because I did not want to place an insurance claim. I wanted my phone replaced! She transferred me back to customer service and I started talking to someone else. I was so frustrated I was in tears and this person was great. She was really trying to help me out. She first offered to have me just pay the $200 but not have to file an insurance claim. I AGAIN explained why I wasn't ok with this. She put me on hold for a few mins then came back and said that they were going to replace my phone for free. I was actually shocked. I don't know what I was expecting really, but I didn't expect them to just say ok. I just really wanted to stand up for what was right. I've done a lot of research on other people having the same issue and having no luck at all, especially with Verizon. Maybe it did help that I did have insurance and I know the guys from the Connect store had a lot to do with it. I'm just really impressed with AT&T for doing the right thing. I have been with them for 10 years and they have been awesome. This reminded me why I am a loyal AT&T customer and always will be. Every person I talked to was very professional and I know each one of them could sense my frustration and wanted to help. I just wanted to post this so maybe it could help someone that has the same issue and that if you have legitimate problem like a phone screen that cracks on its own, not give up and hold your ground. Definitly have someone that works for your carrier company look at it first and make sure you have a valid claim and have them note it on your account before you call. Hope this helps!