Screen Exploding from heat?????

[CR6]

That's true Jeffery, I forgot about that.

[DeJavu]

Well, if you decide to keep it and try the screen on your own, there are many links on XDA for it. It really does not look that difficult, just take your time and have the right tools.
How to Replace/Disassemble Screen on Galaxy S3! [Step by step VIDEO Tutorial] - xda-developers

Samsung Galaxy S3 Disassembly & Assembly - iFixit

But then again, that's just the screen and mayby the digitizer. There may be something else in there that caused the accident. So maybe a replacement would be a better way to go.

[Miller6386]

Yeah it has to go back... I wasn't aware they wanted them returned.... HOWEVER they are giving me a hassle (Asurion) saying that if the phone was hot causing the screen to go out that is a manufacturing defect so now I am on hold with them to rip them a new one.... It just isn't meant to be with this being a simple process.... I don't get it... I really don't.... They accepted the claim on the phone after I called them THEN I got an email saying they reviewed it and it is a manufacturing defect and I need to contact VZW.... I am on the edge at the moment...

[CR6]

You should have just done it all online, where you don't have to speak to anyone. Check off what was broken and paid the deductible. It's one thing to defraud the insurance company, but giving them TOO much information isn't always a good thing either. ie: screen is broken, send me a new one. lol
When I cracked the screen on my Fascinate, I simply answered the questions on Asurians website and got my phone the very next day. Didn't have to deal with anyone.

[VoiceGuy]

Maybe Asurion will lean on Samsung & Verizon to get them to do the right thing. One other thought... Some credit cards offer special consumer protection & extended warranties. Each one is different but if you paid with plastic it might be worth investigating.

[DeJavu]

Sorry to see this is still unresolved. I may have missed something but want to throw this out there too.

When you took your phone to Verizon and they put the remark of damage being to abuse, was that from a technician or a sales person? Only a tech. could truly be "qualified" to make such a judgment. The sale’s staff is not put through that type of training.
And to make a judgment without really tearing into the phone is just unprofessional.
They cannot tell from a casual “look” what happened. I realize they are hit with a lot of claims but need to be more complete.

When you called Verizon, what call center were you dealing with on the phone? After they come online, ask them where their center is located. If it is Idaho, dismiss yourself and try back later for a different center. Idaho is generally extremely bad. I have only talked to two people there that were nice. The others were just… butts. Sorry, to say but true. They are not worth the time spent on the phone. They also tend to be more degrading at that facility also.

Here are some different contact numbers, in case you want to try Verizon again.

These should go directly to tier 2 and not tier 1.

1-866-892-7957 (Used to be helpful but not as much after their downsizing)
1-800-922-0204
1-866-221-4096

These are different call center regions.

Again, good luck!

[Miller6386]

Thank you VERY much DeJavu.... Here is the issue I am having now... What was a VERY VERY tiny hairline in the digitizer has now pretty much become a full blown highway of cracks... Even though the glass is FLAWLESS the digitizer is destroyed.

When I brought the phone in to VZW it was just a salesman who took the phone behind the counter twisted it in the light for about 5 seconds and said yes this is due to misuse and physical abuse this will not be covered under the warranty..... Now I am waiting for Asurion to deal with VZW and Sammy because Asurion doesn't want to replace it as they are of course saying it was due to a defect in the phone and it should be taken care of on the warranty side. I am very annoyed that they are doing this as its not up to them to decide I've paid for the insurance for many years now on all of my devices and NEVER had a claim and now that I do I am getting the run around from everyone. I took photos of the screen Monday but with the glare and light you couldn't see any of the cracks... (again I say cracks but the glass is not harmed its just under the glass) I am at a lose. I just don't know what to do about it now... If they can show me something I did wrong that caused this I will be more than willing to accept it but I just don't see it... Unless if the drop from less than 3" did this then I guess yes it is my fault but I have seen many phones get dropped from much higher than that and be fine... This is where I feel the heat situation comes in to play... If the phone wasn't so hot I feel it would not have blown out like it it...

[da2zoe]

Hang in there Miller. I feel your frustration, I really do. I had issues with my Droid Charge last summer. It kept frying SD cards. I realize this is a totally different issue than yours but I was getting the same run around between VZW and Samsung. VZW said I damaged the phone by improperly removing and handling the SD card; Samsung said it was something faulty in the phone and to talk to Verizon. Ugh! :banghead::banghead:

It is also sad that people abuse the insurance which is why here on the forum we cannot and do not condone making claims that are fraudulent. It makes it harder for people in situations such as yours to make a case where it was nothing you did to mess up how the screen looks. Deja made a great point about who looked at it and how much they actually checked it over.

But like previous posts have said, stick with it. I'm not sure how easy it is for you to get to a Verizon store but it might be worth your time to go in again and insist on speaking to a manager and a technician. Be VERY firm. Remind them of your long tenure with the company and your good history with previous devices. Maybe even print out information you can find about the over-heating issue and take it in for them to see it in black and white. Maybe even find some examples of how glass can break when exposed to too much heat. Yes, it's irritating for sure that it would take that much work for a loyal customer to get results but through personal experience I finally got results after hounding them. It totally sucks but an additional visit to the store eventually got through to them that it was something faulty with my Charge. I got another the next day.


~ gotta love tapatalk ~

[Miller6386]

I can't get back to the store today and talking to VZW again they say that it now shows in their system as the phone going through an insurance claim so I have to wait for Asurion to contact me again and see what they were able to find out..... It feels like they make it this bad on purpose to make paying the $99 not seem so bad.... Now I wish I would have gone in first thing Sunday when the crack was hardly noticeable and let them see it right away before CS had me pulling batteries and covers to inspect stickers and IMEI... That is what made the screen 1000 times worse than what it is now.... I guess it is just a waiting game now.... I hate to leave Big Red over this but with how long I have been with them and to be treated this poorly is really disappointed... If I treated one of my customers this way they would have been gone days ago....

[da2zoe]

Ahh....the waiting game. Bummer you've had to go through so much. Keep us posted.

~ gotta love tapatalk ~