Droid DNA Screen Shatters

[ironchef]

Had DNA 2 weeks went from cold temp outside to inside unlocked screen to read text and watched screen shatter. Phone went from my pocket to my hand, Verizon not helpful at all except wanting $100 deducitble to replace. Now have to send to HTC so they can look at the phone

[msturgis]

I think these devices have operating condition rating (such as temp/humidity ranges). The phone probably was outside of the temp range when you tried to operate.

[vzw_customer_support]

Ironchef, I regret to hear that your screen shattered on your DNA after a temperature change. I checked and I have not seen this issue reported by others. If this was something happening with multiple devices, then we could further investigate to see if this is a product issue. In this case, if we were to send a warranty replacement device, you would be charged $299 for the replacement due to the damage. Insurance would be the best option to receive a replacement as soon as possible. I'm sure HTC will also be able to provide further options for you.

MarquiaF_VZW
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[Miket1828]

MariquiaF_VZW

I know this is the company policy, as I have also been told the same thing when my DNA shattered it's screen in my pocket. It had never been dropped, never been abused, never kept with keys. I want just want to clarify Verizon's policy. Is it that, no matter what, if the screen is damaged, it is the user's fault? There is no possible consideration for defective product? There is no expectation for the device to withstand any level of reasonable use? Because, I have to tell you, I expected a phone to last more than 20 days without having the screen break under normal careful use. I do not think that it is an unreasonable expectation to have.

[Dave-in-Decatur]

Last winter a number of Samsung Stratosphere owners reported similar experiences. I don't know if Verizon or Samsung ever acknowledged that it was a problem, but it might be worthwhile to search the forum threads from around December 2011-February 2012 for reports on Strat screens breaking after being in the cold.

[garytampa]

Amazing! I bought my DNA and within a week the screen was shattered! I never dropped the phone or had it in a pocket with anything else. I went in to dinner in new York on a cold night. The coat was in my suit breast pocket. I had used it to find the restaurant while walking. When I took it out of my pocket at dinner the screen was shattered! This phone has a defect due to temperature. Naturally Verizon said it was my fault, but I noticed a lot of cracked screen DNAs on Ebay this winter. What do we do? Pay $220?

[gordon1234567890]

I have started a claim with the BBB because of the same thing. This phone EXPLODED in my wife's face, and Verizon says this is not a "known" issue. When I search the Verizon community I find others with the same problem. How can this not be a "known" issue when other people seem to be having a problem? When this happened to you was it just a crack or did the whole screen break from top to bottom, and left to right?

[Stormprobe]

A "known issue" means they can reproduce the problem. But of course, if they don't try to reproduce it, it will never be a known issue. They will only try to reproduce it if it turns into an epidemic.

[travisbundo]

This is very much a widespread conflict with a huge number of reports.  This personally happened to my phone after about 3 months of us.  I literally watched the phone shatter while sitting on the table in front of me.  Also, I'm only aware of 3 peers of mine who purchased the same phone within the first month of launch and had the same thing happen all within 3 months.  Now due to the cracked screen, Verizon is not willing to help me resolve the SIM card defect that's limited my phone to being unusable 90% of the day for the last 12 months.  Absolutely absurd.

[vzw_customer_support]

We understand fully travisbundo. Unfortunately with the physical damage that has occured to the device, this would be ineligible for replacement. If you do feel that the screen crack was due to a manufacturer defect, we do recommend reaching out to the manufacturer by visiting http://bit.ly/1bhf3Y2. They will be able to validate if the damage is due to a manufacturer defect, thanks!

MatthewS_VZW
VZW Support
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