Your browser isn't supported
It looks like you're using an old web browser. To get the most out of the site and to ensure guides display correctly, we suggest upgrading your browser now. Download the latest:

Welcome to the MSE Forums

We're home to a fantastic community of MoneySavers but anyone can post. Please exercise caution & report spam, illegal, offensive or libellous posts/messages: click "report" or email forumteam@. Skimlinks & other affiliated links are turned on

Search
  • FIRST POST
    • Brummie85
    • By Brummie85 8th Jul 18, 9:57 PM
    • 69Posts
    • 28Thanks
    Brummie85
    Samsung S7 screen cracked from underneath. Covered under warranty?
    • #1
    • 8th Jul 18, 9:57 PM
    Samsung S7 screen cracked from underneath. Covered under warranty? 8th Jul 18 at 9:57 PM
    Hi everyone,

    After a short drive today, I got out of my car and noticed that the screen on my Samsung Galaxy S7 has suffered from cracking on the underside of the screen, centred around the home button.

    The screen was fine when I left home. The drive was about 20 minutes and the phone didn't fall or suffer any damage.

    I'm still in warranty until November, but I'm not sure about where/who to claim from.

    I carried out the upgrade on my EE contract via Carphone Warehouse, But I'm not sure who to ask to get it repaired..Would I be better approaching EE, CPW or Samsung?

    Really, really annoying. The phone has lived in a decent case since the day I got it and other then a couple of minor light scratches to the frame from sharing the odd pocket with keys is otherwise immaculate.
Page 1
    • neilmcl
    • By neilmcl 9th Jul 18, 9:58 AM
    • 11,611 Posts
    • 8,398 Thanks
    neilmcl
    • #2
    • 9th Jul 18, 9:58 AM
    • #2
    • 9th Jul 18, 9:58 AM
    Good luck in proving that you're not responsible for the damage. Cracks do not always appear straight after a drop, you can drop the phone one day then some days later the crack could appear, usually because of additional stress, maybe the heat or simply carrying it around in your jeans pockets.

    My previous phone had been dropped left, right and centre and survived completely unscathed for years then all of a sudden the whole screen shattered without it being dropped, in fact it was simply sitting on the sofa, probably because of unseen weakness caused earlier.
    • JJ Egan
    • By JJ Egan 9th Jul 18, 12:23 PM
    • 10,954 Posts
    • 4,699 Thanks
    JJ Egan
    • #3
    • 9th Jul 18, 12:23 PM
    • #3
    • 9th Jul 18, 12:23 PM
    Warranty thats Samsung and its a limited warranty that excludes damage including scratched screens ..
    Your Consumer Rights against the vendor CPW . But again they are going to say user damage .
    • Brummie85
    • By Brummie85 9th Jul 18, 6:07 PM
    • 69 Posts
    • 28 Thanks
    Brummie85
    • #4
    • 9th Jul 18, 6:07 PM
    • #4
    • 9th Jul 18, 6:07 PM
    Okay.

    CPW were as shirky as ever. They just old me that they would send the phone of to Samsung and that Samsung would reject the repair claim as being accidental damage.

    My S7 has on occasion gotten extremely hot whilst charging - others in this situation have argued successfully that the heat (and the cooling) underneath the screen weakens the glass over time - leading to cracks appearing from the underside of the glass.

    EE have let me go early, because the signal at work is so poor and they couldn't offer me a solution that worked for it. But I am sticking my guns. I want the phone repaired and then to go SIM only.
    • JJ Egan
    • By JJ Egan 9th Jul 18, 6:38 PM
    • 10,954 Posts
    • 4,699 Thanks
    JJ Egan
    • #5
    • 9th Jul 18, 6:38 PM
    • #5
    • 9th Jul 18, 6:38 PM
    <My S7 has on occasion gotten extremely hot whilst charging - others in this situation have argued successfully that the heat (and the cooling) underneath the screen weakens the glass over time - leading to cracks appearing from the underside of the glass.
    >


    Just go down that route then and get the evidence from these people to back up your case .
    CPW will probably ask you to prove your assertions via an independent report .
    • pmduk
    • By pmduk 9th Jul 18, 8:20 PM
    • 9,007 Posts
    • 6,739 Thanks
    pmduk
    • #6
    • 9th Jul 18, 8:20 PM
    • #6
    • 9th Jul 18, 8:20 PM
    'Anecdotal evidence' is rarely of much use in these cases I'm afraid. You'll need your own evidence. I'd advise you to be ready for a battle.
    • Brummie85
    • By Brummie85 10th Jul 18, 12:18 AM
    • 69 Posts
    • 28 Thanks
    Brummie85
    • #7
    • 10th Jul 18, 12:18 AM
    • #7
    • 10th Jul 18, 12:18 AM
    Thanks for the replies.

    As CPW have stated that they will only send the phone away to Samsung anyway. I figured that with the likely claims of accidental damage and the difficulty in proving that I didn't damage the phone, I should just deal with Samsung directly.

    Samsung are sending a courier out to me at work on Thursday to collect it. But I am expecting initially for them to try and knock the claim under warranty back. I may have to complain harder and see.Otherwise I'll end up going for a new phone and network - EE's advertised deals are poor!

    The quoted costs for replacing the screen range from 150 - 180. I did think about claiming under my home & contents insurance, but I literally took out a new policy on Friday and A) it would look dodgy (even though it's genuine) and B) there's a 7 day period before I can claim anything for items that leave the house. Even then it's a 50 excess and would knock my premium up next year for a claim being made - so probably not worth it anyway.
    • JJ Egan
    • By JJ Egan 10th Jul 18, 9:37 AM
    • 10,954 Posts
    • 4,699 Thanks
    JJ Egan
    • #8
    • 10th Jul 18, 9:37 AM
    • #8
    • 10th Jul 18, 9:37 AM
    Yes warranty gives you less rights than the law .It also gives you less avenues to complain eg only avenue is Samsung .
    • neilmcl
    • By neilmcl 10th Jul 18, 11:08 AM
    • 11,611 Posts
    • 8,398 Thanks
    neilmcl
    • #9
    • 10th Jul 18, 11:08 AM
    • #9
    • 10th Jul 18, 11:08 AM
    Okay.

    CPW were as shirky as ever. They just old me that they would send the phone of to Samsung and that Samsung would reject the repair claim as being accidental damage.

    My S7 has on occasion gotten extremely hot whilst charging - others in this situation have argued successfully that the heat (and the cooling) underneath the screen weakens the glass over time - leading to cracks appearing from the underside of the glass.

    EE have let me go early, because the signal at work is so poor and they couldn't offer me a solution that worked for it. But I am sticking my guns. I want the phone repaired and then to go SIM only.
    Originally posted by Brummie85
    I don't agree. The phone wont produce enough of a temperature fluctuation to have any effect on the integrity of the glass screen and certainly wont cause a crack unless it was weakened by previous damage.
    Last edited by neilmcl; 10-07-2018 at 11:13 AM.
    • almillar
    • By almillar 10th Jul 18, 12:37 PM
    • 7,537 Posts
    • 3,099 Thanks
    almillar
    No marks at the front or back of the phone, and the inside is clearly cracked? I think CPW/Samsung have a question to answer.
    I would also note that batteries can bulge - this could also be causing this kind of damage.
    • Brummie85
    • By Brummie85 11th Jul 18, 12:17 AM
    • 69 Posts
    • 28 Thanks
    Brummie85
    With the power of Youtube, Screengrab and free photo hosting, I can show you pretty much an s7 with identical damage and from what the video poster says similar circumstances.



    My screen has gone on pretty much exactly the same point next to the home button - whilst it was also on charge at the time. It wasn't even switched on. It was fine when I got in the car - not fine when I got out 15 - 20 minutes later.

    Neil, For someone to manage to accidentally damage the glass in this location and from underneath would be quite difficult and probably impossible without some telltale sign of impact to the sides or back. Other then a tiny single spot of paint peel on the top my phone is (was) perfect cosmetically. The report I saw for the screen cracking was from a post where the phone became so hot it melted the cable and charger port. Mine hasn't been that bad, but repeatedly high heat cn gradually weaken the glass. I think that's what happened to mine.

    JJ I'm strongly reconsidering CPW. They will slow the repair down and their policy is to claim accidental damage when a customer shows the phone in store - even before the phone has been looked at. But as you say, the consumer law is weightier then the warranty.
    • pmduk
    • By pmduk 11th Jul 18, 7:27 PM
    • 9,007 Posts
    • 6,739 Thanks
    pmduk
    JJ I'm strongly reconsidering CPW. They will slow the repair down and their policy is to claim accidental damage when a customer shows the phone in store - even before the phone has been looked at.
    Originally posted by Brummie85
    Never forget, few if any of their store staff have technical training, even fewer have much in the way of technical knowledge, sadly.
    • spyhunter
    • By spyhunter 11th Jul 18, 9:13 PM
    • 237 Posts
    • 95 Thanks
    spyhunter
    I had a massive battle with Samsung. My galaxy s6 edge plus screen exploded when charging. They tried everything to get out of being responsible. Even got a deadlock letter. My insurance company won though as it was a swollen battery that caused it and the insurance company claimed and won. It's going to be a battle but you might win
    • Brummie85
    • By Brummie85 16th Jul 18, 11:58 PM
    • 69 Posts
    • 28 Thanks
    Brummie85
    After some thought, I just can't be bothered to fight CPW and Samsung for the repair under warranty.

    Both will lose me as a customer, which given how many they both have isn't a massive loss. But the response from both has been poor. CPW don't know the law, Samsung just didn't bother collecting it when contacted directly.

    The cost of paying for the repair isn't sensible. So I'm now up, scouring for a decent offer on a Huawei P20 Pro. The kicker is that I found a brilliant offer and sent it back (it's now been spotted and the price raised by 380), planning to go sim only on the S7. So annoying
    • Whistle_Blower
    • By Whistle_Blower 17th Jul 18, 2:09 PM
    • 1 Posts
    • 2 Thanks
    Whistle_Blower
    Not warranty, sorry !!!128533;
    As a Samsung specialist mobile phone repair technician I have to say it's VERY unlikely that a bulging battery or excessive heating/cooling would have little, if any, affect on a S7 screen. The way the phone is constructed a bulging battery would force the rear of the phone off long before the integrity of the screen is compromised.
    • pmduk
    • By pmduk 18th Jul 18, 10:40 AM
    • 9,007 Posts
    • 6,739 Thanks
    pmduk
    CPW don't know the law,
    Originally posted by Brummie85
    I don't doubt for a moment that they know the law. It suits them to only acknowledge it when forced to.
    • Brummie85
    • By Brummie85 20th Jul 18, 8:41 PM
    • 69 Posts
    • 28 Thanks
    Brummie85
    As a Samsung specialist mobile phone repair technician I have to say it's VERY unlikely that a bulging battery or excessive heating/cooling would have little, if any, affect on a S7 screen. The way the phone is constructed a bulging battery would force the rear of the phone off long before the integrity of the screen is compromised.
    Originally posted by Whistle_Blower
    Lord knows. Past caring now. I just know that I had the phone on charge in the car and when I got out 15 minutes or so later, the screen had broken from underneath.

    There are some decent offers on the Pixel 2 Xl at the moment - most likely due to a new version being due within a few months. Probably gonna be my next phone choice.
    • Brummie85
    • By Brummie85 20th Jul 18, 8:43 PM
    • 69 Posts
    • 28 Thanks
    Brummie85
    I don't doubt for a moment that they know the law. It suits them to only acknowledge it when forced to.
    Originally posted by pmduk
    True. They know, but will argue to get out of what they can. It's not costing me anything to get a new phone now, but I will avoid them in future. I don't doubt that the networks act any better though when customers complain about their phones...
    • thefonestuff
    • By thefonestuff 26th Jul 18, 12:18 PM
    • 3 Posts
    • 0 Thanks
    thefonestuff
    Even I think you're going to find it hard to prove this damage wasn't caused by you. Best to approach Samsung directly and see what they say. CPW don't usually help in this.
    ww.thefonestuff.com
Welcome to our new Forum!

Our aim is to save you money quickly and easily. We hope you like it!

Forum Team Contact us

Live Stats

275Posts Today

1,365Users online

Martin's Twitter