cancel
Showing results for 
Search instead for 
Did you mean: 

Galaxy S4 Screen Cracks for no reason

prenticeja
I've Been Here Awhile

Switched from an iPhone 4 to a Samsung Galaxy S4 about 1-1/2 weeks ago.  Bought a protective case for the S4 before leaving the Rogers store, so it was never out of the case.  The phone was either in my purse, my back pocket, or on a desk; it was never dropped, bumped, etc.  Six days after I got the phone I noticed a crack in the upper corner of the screen.  Took it back to the Rogers store and asked the rep if this was maybe a known problem, since it seems so unusual that a phone with so called "Gorilla Glass" would crack so easily. Rogers rep said no it was not a known problem, and that the only thing I could do is contact Samsung Canada.  Anyone who has ever dealt with Samsung customer service probably knows how that went.  Basically I am out of luck as they don't cover physical damage to their phones.  A little research on the net indicated that this is in fact a pretty common problem with the whole Galaxy line-up.  The cracks always tend to appear in the corner and it's been suggested by some that it's a design flaw in the phone.  Anyone considering a switch to this line may want to rethink it.

 

**Edited for content**


***edited labels***

72 REPLIES 72

Re: Galaxy S4 Screen Cracks for no reason

Gdkitty
Resident Expert
Resident Expert

My experience with samsung, was good.. but it was with my FRIDGE. 🙂  Their phones, i have heard a whole other story with..

Trying not to sound RUDE here.. but i would keep it out of your back pocket.
Depending on how tight your pants are, etc (this is why the above comment), keeping it there, could put some undue pressure on the phone, while not direct impact damage, could help lend to something like this..

Ever leave a piece of foded up paper in your pocket for a while.. it comes out curved slightly sometimes.

While it may not be the CAUSE of this issue in specific.. always good to be cautious 🙂

 

 

Re: Galaxy S4 Screen Cracks for no reason

Meowmix
I'm a Trusted Advisor
Hello prenticeja

If you search on Samsung Canada Facebook page, you will see many had this issue. Samsung never replaced it for free or even bother fixing it unless you paid to get it fixed. The Rogers store will just send it into repair & it will cost you money to repair it. It wont be free as its not covered under the warranty. My first S4 the LCD cracked & Samsung never cared to even look at it. I contacted Rogers & seeing as i pay $7.99 a month from Rogers for the Handset protection extra warranty, i paid $125+ tax & got a new S4 sent to me the next day. I sent mine back & that is all. I would recommend you doing this as well.

Also its never a good idea to leave it in your back pocket. It can always get damage any way like that.

Re: Galaxy S4 Screen Cracks for no reason

rsabiniano
I've Been Around

I just had the same problem this morning. Basically I just pressed the home button and the crack formed on the left side of it. The glass is broken and not the digitizer behind it. This has to be a design flaw. I contacted Samsung and they are absolutely ridiculous saying that I used excessive force when I pressed the button. I told them I must be SuperMan to break the Gorilla glass. The supervisor would not even give me a manager to speak to as per his words "Samsung managers don't talk to customers they just manage the floor." I am livid that they will not own up to this nor will Rogers assist me. Why should we have to pay more money for a flaw! This is outrageous.

 

I have filled out the Voice of the Customer form on the Samsung website and are waiting for someone from their executive team to contact me. I have been all over social media of this.

 

Can someone from Rogers help us out here?

Re: Galaxy S4 Screen Cracks for no reason

Meowmix
I'm a Trusted Advisor

Hello rsabiniano

Sadly the warranty does NOT cover any phisical damage such as the screen cracking or dents or cracked glass due to a human doing it. It the phone cracked it self then it would be covered. Rogers & Samsung will just tell you to pay for the glass to be fixed. Unless you are pay $7.99 like i said on my above post & get a new S4 for 125+ tax threw Rogers. This has to be claimed with their insurance tho & you must have that add on for it to work.

Sadly Samsung is not seeing this as a design flaw but more as a user fault which is not true. The problem is that Rogers can NOT fix the phone for free or give you a new one for free as the glass is not covered in the warranty. You can read that in the little booklets the phone comes with.

 

All in all, the ONLY way you will get Rogers or Samsung to fix it for free, is to prove that you never damaged it. Seeing as you pressed the home button even tho lightly, it can still cause a crack if the phone is a lemon. Rogers does NOT control if the phones are lemos or not.

 

On my first S4 my LCD cracked somehow. Contacted Samsung & they told me its not a flaw but its a user ends fault. Sent a picture of it & a video at the same Voice of Customers line. They told me its not a flaw or a faulty phone. That was caused by me. Funny it never happened threw me. 2 weeks of fighting with Samsung & nothing happened. Anyways long story short i just payed $133 with taxed threw Rogers & waited for a week. Got a new S4 in the mail & sent mine back. I pay the $7.99 fee tho for the Rogers insurance. Its if you damage the phone in anyway even if the damage is not covered threw warranty, this program will charge you $125+ tax for them to send you a new S4 or a refurb. Refurbs will not be for the S4 tho as it just came out.

Re: Galaxy S4 Screen Cracks for no reason

pac_west227
I'm a Reliable Contributor

@prenticeja wrote:

Switched from an iPhone 4 to a Samsung Galaxy S4 about 1-1/2 weeks ago.  Bought a protective case for the S4 before leaving the Rogers store, so it was never out of the case.  The phone was either in my purse, my back pocket, or on a desk; it was never dropped, bumped, etc.  Six days after I got the phone I noticed a crack in the upper corner of the screen.  Took it back to the Rogers store and asked the rep if this was maybe a known problem, since it seems so unusual that a phone with so called "Gorilla Glass" would crack so easily. Rogers rep said no it was not a known problem, and that the only thing I could do is contact Samsung Canada.  Anyone who has ever dealt with Samsung customer service probably knows how that went.  Basically I am out of luck as they don't cover physical damage to their phones.  A little research on the net indicated that this is in fact a pretty common problem with the whole Galaxy line-up.  The cracks always tend to appear in the corner and it's been suggested by some that it's a design flaw in the phone.  Anyone considering a switch to this line may want to rethink it.

 

**Edited for content**


Truth be told this is why I dont trust HTC (taiwanese) or samsung (korean). They may be step ahead in OS sytem via android (at least until apple updates theirs) but the build quality is something else...  smh. ALL samsung products dont have a history of consistency and reliability, point blank! 2 years ago samsung was sued in a class action lawsuit regarding their LED/HDTV's. Basically lying through their marketing about the reliability and quality of the TV's. Samsung lost the lawsuit and they admitted guilt. The notice was posted in very small fine print in national newspapers like The Globe and The Star.  Now the same thing is happening with the android fones, lolz... smh. That's why I'm hesitant to go with android fones manuf. by HTC or Samsung. Cheaper and being the first with new android system is not always the best. The other thing that sucks is HTC nor Samsung have their own stores in Toronto/GTA. It's not like you can bring in the fone and get it serviced via warranty as easily as apple via the genius bar.  

 

Check the net... there have been various drop tests and water tests done between S4, HTC One, and Apple iphone 5. Overall Apple won hands down.

 

Drop test from 4ft - apple, nothing wrong just a small scratch on the corner edge. HTC One - scratched sides and back but still worked. Samsung - stopped working and back popped right off.

 

Droptest from 5ft - apple, again nothing wrong. Scratched on edges but worked normal. HTC One - scratched up again but this time stopped working. S4 - 1/3 of gorilla glass SHATTERED, SCRATCHED EDGES, AND BACK POPPED OFF.

Water test, fones were placed in 6inches of water and left for 30 sec. Apple iphone, still worked nothing wrong. Both HTC One and S4 STOPPED WORKING. SCREEN WENT BLANK.

 

Scratch test - jack knife scratched back and forth across main screen. All three passed.

 

Scratch test - on edges, jack knife see-sawing back and forth across edges. Apple, nothing wrong after wipe down. HTC One nothing wrong after wipe down. S4 - visible scratches stil remain after wipedown, still noticeable.

 

Hammer test - hammer was gently pounded on, main glass on all 3 fones for approx 10 times each. All passed.

 

Overal iPhone is STILL the most durable of the smart fones. Apple backs their warranties. You can go into any apple store with receipt/warranty or apple care docs if purchased and apple gives you a new fone. Cant say that for HTC or Samsung!  Truth.com!!

 

 

 

Re: Galaxy S4 Screen Cracks for no reason

Same thing with my daughter's brand new phone. Rogers will do nothing, so somewhere we have to be able to go complain about this and get Samsung to listen. Atleast Apple admitted their phone problems!

Re: Galaxy S4 Screen Cracks for no reason

Meowmix
I'm a Trusted Advisor
Hello smsawchuk


Rogers can NOT do anything unless Samsung sees this is a actual problem and pulls all the S4s off the shelves and get customers to return them back or bring them back and get new ones. That will cost money and issues that Samsung is not willing to take.

Also talking about Apple. All the did was provide a free $10 bumper case which still had the same issue and claimed customers are holding the phone wrong. 2 different things.

Re: Galaxy S4 Screen Cracks for no reason

spiboy1
I Plan to Stick Around

This is amazing ..I purchased a S 4 flip viewr and i did little more that tap the screen and the digitizer shatterred. This is a faulty . I've had nothing but trouble with Samsung phones starting with the S 3 ( non stop sim card issues)  .. why do i gett going back to Samsung  is beyond me ...   

 

**edited for content**

Re: Galaxy S4 Screen Cracks for no reason

spiboy1
I Plan to Stick Around

Exactly the same spot!!!!   doing virtually  the same things   Screw Samsung .. !!

Re: Galaxy S4 Screen Cracks for no reason

spiboy1
I Plan to Stick Around

Very sad situation all around  

Re: Galaxy S4 Screen Cracks for no reason

Meowmix
I'm a Trusted Advisor
Hello Spiboy1


I had the same exact issue with my first S4. Thankfully o paid $120 +tax & got a brand new S4 from Rogers. ( $7.99 insurance & this happened in may when the phone just came out).

The S-View flip case has had this issue & Samsung has not done anything about it. They claim its the users fault.

Re: Galaxy S4 Screen Cracks for no reason

spiboy1
I Plan to Stick Around

Thanks  i sent in a claim to the insurance tonight  but I'm  travelling  through APAC  and will cost me additional 150 to ship and then return old phone. 

Re: Galaxy S4 Screen Cracks for no reason

pconeill
I Plan to Stick Around
I don't know what you all are talking about. Only intelligent people know that Samsung devices blow Apple away in every area. I'm a power user of my S3 and S4 and haven't had 1 issue. These devices are beyond solid high end phones. I'd rather have a bad a** high end device like the Galaxy S3/S4 over any heavy piece of outdated unintelligent Apple metal any day 🙂

Android Over Apple Allday

Re: Galaxy S4 Screen Cracks for no reason

topnotch4004
I've Been Around

Its time to act & what we need to do, is to work together so that we tackle this problem the right way.

My phone has suffered the same problem - cracked LCD under the unbroken gorilla glass. I took my phone out of my pocket whilst out shopping and it wouldn't light up. It still worked, as I received a text message and heard the appropriate tone to confirm this, but the screen was 99% black with the odd pixel lit up.

The point is that under warranty, a product should be repaired, replaced or a refund given if it breaks under 'NORMAL USE'. Key words I think in this fight against Samsung. I have now paid £150 for the screen to be replaced and I would like to see that money returned to me and anyone else who has had to fork out a load of cash for this manufacturing design flaw.

Has Samsung misled the public? Advertising that the phone is built using Gorilla glass implies the phone is hard wearing & even with regular glass, the issues we've been reading about should not be happening. A little bit of background about me, I make tiny targets which are usually very thin foils and carefully machined metal parts, which are shot with ultra-intense high-powered lasers to understand the complex physics of electron transfer, ion acceleration, nuclear fusion and other such interstellar phenomenon. Some of the coatings that I have produced actually break themselves apart because the internal stress of the foil is so high. Foils that don't break themselves apart but still have high levels of internal stress are basically prepped and ready to break with the smallest force, whether it be a twist or a knock etc. This seems to ring a chord with the galaxy S4 LCDs which I believe are either not annealed sufficiently (stress relieving process) or in simpler terms are simply too fragile for use in a commercial public sector industry.

What I would like to do, is write these thoughts down in a more concise manner and then send letters to Samsung, mobile phone operators, the industry watchdog and finally the newspapers/media so that this problem can be brought to halt before more customers are caught up in this mess. What we need is a strategy. Presumably the industry watchdog should be the first to independently test these LCDs and report findings, numbers should be obtained about the number and proportion of screens being sent back for repair/replacement and a decision should be made as to legal action. Perhaps a website should be setup specifically to see this through, as a central point for all discussions, to display findings and for advice to those new to this issue. There's a lot think about, but we have to all work together to get it done.

Frank Hall
frank.hall.16906 on facebook

Re: Galaxy S4 Screen Cracks for no reason

pconeill
I Plan to Stick Around
Bottom line .... USER ERROR ... A phone simply doesn't break when in an empty pocket. Take pride in your smart phones and treat them with respect. How come mine or my wifes S3 or S4 hasn't cracked (with a curious 4 yr old) and they have both fallen on the concrete - with a case. People need to own up to the fact that they broke their screen due to carelessness and buy another one or go back to Apple 🙂

Re: Galaxy S4 Screen Cracks for no reason

Meowmix
I'm a Trusted Advisor

Hello pconeill



Wrong. It's not user error with the S-view case and at some cases, the LCD was know to have issues like this. If u research it, u will see. NOW if u have it in your pocket and you hit the phone by accident, yea it may crack or break depending on how u hit it BUT if u never touched the phone and the LCD cracked, that's not users fault and u can keep saying it is but u have NO proof that this user or the other one or anyone else caused it, I do have a video of the S4 LCD crack and had sent it into Samsung, Samsung Canada. Got a reply back saying some of their devices are having issues with weak LCDs. Read below all the links & posts i have seen of people complain about the SAME THING. So you are telling me all of us & them that its our faults?

 

 

http://www.galaxys4forums.net/forum/6-galaxy-s4-general-discussion/2370-galaxy-s4-flip-view-cover-wi...

http://forums.androidcentral.com/samsung-galaxy-s3/193035-cracked-screen-defective-not-dropped.html

http://forum.xda-developers.com/showthread.php?t=2287882

http://forum.xda-developers.com/showthread.php?t=2435483

https://support.t-mobile.com/thread/44811?start=0&tstart=0

http://forum.xda-developers.com/showthread.php?t=2324275

Re: Galaxy S4 Screen Cracks for no reason

pconeill
I Plan to Stick Around
Lol Meowmix sorry but I'm RIGHT ... Being Directly affiliated with Flextronics and being in this industry for over 14 years, Your opinion is valid ONLY because its yours, but that's about it :-). Yeah the Sview case issue happened to some ... Big deal change the case ... aside from that its ALWAYS user error when it comes to Cracked Glass. Get over it and own up to the fact that if your screen cracked you are careless and have no respect for your device ... Deal With It 🙂

Re: Galaxy S4 Screen Cracks for no reason

pconeill
I Plan to Stick Around
Lol every high end device has topics in forums about cracked screens - going all the way back to the Handspring Treo and original Pocket PC. Too funny If your argument is backed by posting links to other forums about cracked screens. LMAO!!

Re: Galaxy S4 Screen Cracks for no reason

Meowmix
I'm a Trusted Advisor

Hello pconeill

I would like you to say that too all those sites i just posted. So is your opinion as its ONLY valid because its yours. You can not claim its a user ends fault without even seeing the phone or anything. All you say its our fault without any proof. Sounds like Rogers / Bell & Telus when they blame us for things they did.

Second i gave in my S4 to Samsung with the Video & they contacted me on May 23rd telling me indeed that the LCD was never cracked from me back from the case. I never send in my devices to Flextronics so your comment about this is moot towards me. I send them straight to the manufacturer. I never used Rogers warranty or Flextronics with my own devices. My Family does tho & the only time i used Rogers, is when i paid $130 to get the new S4 because i was in a rush as i was going on Vacation.


You still do not see the point tho because you claim you are " affiliated" with flextronics, you claim & say its users fault without proof or the device in your hand. When you have the device in your hand, then you can make such a claim, until then, your opinion is your own & can not claim anything at all. Funny you have no clue who i am YET you claim i do not own up to my mistakes. Hmm funny as when i damage something, i own up to it & pay the fee to fix it but with this i do not as it was clear it wasn't my fault .

 

 

You can argue all you want saying " User end fault" but its clear if you do NOT have the device in your hand to make that clame, you have nothing to say. For someone that CLAIMS they are " affeliated" with flextronics, i am sure you know you can NOT judge or make decisions without seeing & looking at the device. You know this as i do as well. I have family that works with Sony Canada, none of the make claims like you do unless they see & view the product.

Re: Galaxy S4 Screen Cracks for no reason

pconeill
I Plan to Stick Around
Toooo Funny!!! Cracked Glass Is Always USER ERROR my Rogers friend. Revisit this issue in 5 or 10 years from now and the facts will still remain ... You can't argue with nature and the laws of gravity. Samsung Galaxy S3 & S4 devices simply do not "crack on demand". 🙂
We Want Your Opinion
Would you be interested in becoming a Community Testing Lab member?
Topic Stats