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HTC one has frequent screen fractures

by jbkufahl / March 20, 2014 5:05 AM PDT

It was time to upgrade my phone, so after looking at the different phones available, I settled on the HTC One. The phone fit my needs, so bought 2, one for my wife, one for myself. After 4 months the screen completly shattered. I always leave my phones in my cars if I am going in somewhere that I won't be using the phone, have done so for years. I left it in my truck one night, in my garage, and in the morning on the way to the gym, made a call, and set it on the seat as I went to my workout. When I came back out, the outside temperature had warmed up about 20 degrees, and the temp inside the vehicle stayed as warm as it was when the heater was on. The glass had no chips, nor had it been abused in any way. The screen wasn't just cracked, but the entire surface was crackled like the rear widow of a car when it thermal fractures. I checked with my carrier, and the said it would be an issue that HTC would have to resolve, and in fact this was not the first HTC one that had done this. I called HTC, and the charge was going to be $180 if I wanted it fixed. Not because they don't fix screens, but because it was left in my car, and they don't cover thermal fractures. If fact they don't warrant issues that occur from carrying the phone in your pocket, or if you leave in your vehicle. With this being the case, you have to assume the only acceptable way to handle the HTC one, is by carrying it in your hand at all times. They deny that they have been having issues with the screen, but coincidently they now offer free replacement if your screen gets damaged during the first 6 months of ownership for the HTC one purchased since February 18th, 2014. This is a very unusual promotion for a phone they say they have not been having screen issues with. Don't be fooled, there are limitations even to this promotion. I would strongly suggest that you Google "HTC one screen issues" and see just how many people are having these problems, and perhaps you might want to consider a different company.

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No phone manufacturer.....
by birdmantd Forum moderator / March 20, 2014 5:44 AM PDT

.....would cover the phone due to the same condition. Thermal fractures due to leaving a phone in a hot car is not a manufacturer defect, nor is damaging it while carrying the phone in your back pocket, getting the phone wet, dropping the phone, running it over with your car, etc.

It is considered user damage. You are barking up the wrong tree in this case. You have to take responsibility in this case. You should be happy they offered anything toward replacement/repair.

When I dropped my Samsung S4 and cracked the screen, I didn't complain to Verizon or Samsung. I simply did an insurance claim and got a new phone. Did you even have phone insurance ??

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A testament to how the phones have changed.
by R. Proffitt Forum moderator / March 20, 2014 5:49 AM PDT

These big screen phones are not rated for such environment extremes. If you want a phone to leave in a car, I suggest you move to some small flip phone. We had those in the Boston area where it would go below 0F and as hot as 120F without any trouble for years. If you look at the environmental ratings you find these are not as forgiving as our old flip phones.

I don't think other companies is the solution here.
Bob

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I think the point has been missed
by jbkufahl / March 20, 2014 8:25 AM PDT

The damage I explained is not a fracture, but a spider webbing of the entire glass. I have had cell phones in my vehicle for over 20 years, never had an issue. Additionally, if I had dropped the phone, carried it in my back pocket, or in some other way abused the phone, I wouldn't have an issue. My concern is the frequency that this particular phone is being reported as having glass issues through various sites when doing a web search. I also would like to repeat that now, apparently because of the high number of issues, HTC replaces glass with only the HTC one for 6 months after purchase.
I also would challenge anyone to say that they never carry a phone in their pocket, (I never have carried it in my back pocket), purse, or leave it sit on the seat of your vehicle. How about those holders you attach to your windshield, exposing it to direct sunlight and heat, when using the navigation. None of these issues would be covered. Let's be real, from independent tests done, between the I-phone and the HTC one, (both having metal cases) the HTC screen fractured 5 times more often when dropped. Go figure???
Lastly, I should say that I have used the HTC EVO in exactly the same way for 3 years, and have one that is currently being used into its fourth year. Neither of the EVO phones have had issues.
Gorrilla glass, the manufacturer of the screen, touts the fact that it is very resistant to thermal change, (the same properties as pyrex cookware) however this property is greatly reduced in a metal case without a rubber gasket to help protect the edges of the glass.

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I agree.
by R. Proffitt Forum moderator / March 20, 2014 8:39 AM PDT

But in 20 years this is rather a new device made for a less extreme environment. If you must leave in such a space, you should consider tougher, militarized smart phones. They are made today.
Bob

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