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Cracked screen despite using official accessories.

(Topic created on: 03-10-2023 02:03 PM)
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Apnomis
Apprentice
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I've found a crack in the side of my screen, about where the volume down button is that has spread hairline fractures across the screen. The screen itself isn't damaged. 

I paid the silly money Samsung ask for their official screen protectors and official 'rugged' case. Considering it is supposed to have the latest gorilla glass I'm a bit annoyed it has cracked so easily (wasn't dropped or crushed or mishandled). I've never had a phone crack before with 3rd party accessories. 

Samsung have just washed their hands of it because apparently they can make any claim about the strength of the glass and the quality of their screen protectors and cases, but once the screen cracks she warranty is void and they will even charge you to inspect it. 

Before I go through my bank insurance to repair it (£75 excess) I wanted to know if anyone else has had this problem or successfully got a screen repaired under warranty if it uses official accessories and did not happen due to negligence or misuse? It was bought at launch with the accessories directly from their website. 
9 REPLIES 9
BandOfBrothers
Samsung Members Star ★★
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Hi @Apnomis 

I use the official Samsung Screen Protector however this is tpu plastic so would only really stop scratches and not so much protect against an accidental bump. 

The Whitestone Dome Glass Screen Protector in my personal opinion would give greater possible protection. 

I use the Samsung Official Leather Black Case however this is minimal protection but gives greater grip. 

Even the Samsung Rugged case wouldn't guarantee that no damage would occur. 

The newer display Glass is better at stopping scratches nowadays however a break / crack can still happen.

Take into account these phone's have curved display edges which can in some people's opinions be a weak point in regards to a drop or other stresses to the phone. 

It's also conceivable that the glass had an imperfection in it. 

I'm in no way suggesting you've dropped your phone and I'm not making any suggestions in regards to how your phone has sustained the damage you describe. 

No phone's display isn't prone to damage unfortunately. 

Unfortunately the manufacturing warranty would not cover accidental damage which I'm assuming Samsung is saying what this is. 

This is why either Samsung Care+ or another form of insurance policy is recommended. Some Bank Accounts provide cover as a perk of the account too as your aware. 

Using official Samsung cases or screen protectors or 3rd party options in my personal opinion wouldn't have a bearing on how much protection they give the phone. 

Sometimes one can be unlucky and have damage occur @Apnomis 

 


Daily Driver > Samsung Galaxy s²⁴ Ultra 512Gb ~ Titanium Black.

The advice I offer is my own and does not represent Samsung’s position.
I'm here to help. " This is the way. "

Bmac2
First Poster
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Hi. I have just noticed exactly the same thing in exactly the same place despite using a screen protector, a case and not having dropped my phone. I have never had a phone screen crack before now. The phone was also bought new shortly after launch but from O2.

 

Apnomis
Apprentice
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You won't get anywhere with Samsung. Hopefully, you have insurance. To be fair, my bank insurance did a cracking repair (pardon the pun). You wouldn't know anything had happened. Since then, I bought a new 3rd party case worth a foldover screen cover. These are what I used to use and what I will only use in the future until the glass offers better protection against cracks and screen pressure etc.
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103019
First Poster
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That funny cause I will now be on my 3 replacement and everyone of them has cracked in that same spot no matter how expensive of protection I have used and even time it has happened by the volume button and spider web out across the phone 3 separate times now honestly what is the odds of that I love my Samsung but seriously 

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Hiya, I've got the same phone. I put 3rd party tempered screen protectors on my phone, and I changed them every 8 weeks or something
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I've just checked with sam.mobile. about this yellow tint. On some galaxy s23 ultra phones. And the problem is due to the softwear update. It will be sorted. Out
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Like that not because they crack but as they get a lot of ***** between the glass and the screen.
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parker69
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I dropped my phone around 4 inches on to a ps5 controller and cracked the screen protector was fine just my phone glass smashed I really think the glass is a joke and definitely not happy with the s23 ultra glass definitely regret it and wish I kept my s10 plus sure its all money making scam so u go buy a newer phone but think I'm gonna go off samsung and go for oppo next time
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jarchie
First Poster
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I'm getting ready to replace my screen for a THIRD time.  Fortunately have insurance, but there's obviously a defect in the screen that causes cracks near the volume down / power on buttons.  I imagine the frame is not rigid enough and that, combined with the slight curve of the edge of the screen, it causes the screen to flex slightly with each use.

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