It didn't take long for the first cracked screen report to surface, with our first confirmed crack being photographed and posted on our forums at 7:52pm on 6/7/09 (that's the day after launch).
It first appeared to be an isolated incident, but it quickly became apparent that this is not a unique problem. A fair number of individuals are reporting screen cracks originating from the center button, and then spider-webbing up the device. Thankfully, Sprint seems to be on the ball with the problem, and most folks are reporting replacement devices being handed out without having to go through the TEP or paying any deductible.
This is certainly not a good sign, with devices barely out of the box already showing some pretty severe durability issues. These are also not devices that are being dropped, and most folks are reporting just pulling the device out of their pocket only to see the massive crack. If you've encountered a cracked screen of your own, or know someone who has, please let us know in the comments! If this turns out to be a widespread problem, it could spell very serious trouble for Palm and Sprint alike.
Comments
yeah i dont have cracks but i got the "sploches" on the bottom. i literally just hung up with my local sprint store and they are giving me the 1st one they get as a replacement so im pretty happy.
Is this a systemic problem? I've read a bunch of comments about cracked screens and getting replacements. However, if the problem is widespread, how is getting a new unit a good fix when it could just happen again?
I really want to get a Pre, but I have a few things holding me back. Quality is one of the top issues. I played with one in the Sprint store and it felt very cheap, this seems to confirm its cheapness. Very disappointing.
I know at least 12 people with iPhones and/or iPod Touch. None of their screens have ever cracked. I have an iPod Touch that I treat pretty roughly and the screen is in perfect condition.
I am by no means an iPhone fanboy (I have a Treo 650), but quality does seem to be an issue with the Pre.
Prove me wrong, please. I want to get one, just not willing to take the risk. I don't have the time to deal with exchanging phones or constantly being worried about it cracking.
Wow. Interesting that you surveyed 12 people and asked them if they've ever had a cracked screen on an Apple product.
@jcydon
It is absolutely amazing how angry some people will get over something as irrelevant as a phone. Or how they will get so angry if you "challenge" their product or "endorse" a product that they don't like (i.e. Apple). Neither of which I was doing.
All I was doing was stating that I have CLOSE FRIENDS that I see all the time that never had a cracked screen on their iPhones/iPods. I wasn't challenging the Pre at all, just stating that this MIGHT be a problem and one of the reasons I'm not getting it right now. I'm only trying to gather information to make an informed purchase. Relax.
Try finding something better to do, or at least post meaningful comments.
Sounds like you got a little riled up there, huh DDT1345? And then start insulting? Hmm.. who is the one that needs to relax? I won't be coming back to read your next reply. You've got some growing up to do.
I 100% guarantee you will be back to read this response, only you won't be able to respond to it because of your previous comments.
By no means did I get "riled up" or "start insulting". Did actually you read my post? I am merely seeking out information from users of the phone so that I can make an informed decision (I stated this clearly in my reply). And I am completely relaxed. I'm just a guy in the market for a new smartphone, otherwise I wouldn't even be on these boards.
If you do decide to reply, please point out to me where I am "riled" and how I insulted you? And how I can grow up, because I don't see where in my post I was childish. I would appreciate it.
BTW, do you even own a Pre or are in the market for one? Why are you here? Your posts add no value.
63 iPhones used in my companies. None broke. Did I interview all users: no, I just looked at the 'repair' statistics.
did you even read the name he stated well it wasent yours .it was the same guy you told to calm down every one on all these phone boards are gonna die from hypertension..jeez give it a rest..do you see what steve jobs has done with the im a mac and im a pc adds....like a bunch of brainwashed cultests..everyone is just no this is better no this is better..well i think iot all has to do with personal needs..not saying in right just saying...i happen to love my pre.which i am currently without due to dropping it on concrete..and no it wasent cheap..i have done everything short of using it as a baseball..i guess it just finally gave up..but my new one from asurion is due tomorrow at 3:00 pm from fed ex..i did have to pay 100.00 dollar deductable but as i stated they r sending me a new one and told me i could keep my old battery as well.with that plus the extra accesories i will recive in the new box equals 114.99 on palms website..not bad if you ask me
"It is absolutely amazing how angry some people will get over something as irrelevant as a phone."
Its JUST a phone, YES, but unfortunately, if you paid $400 for it, something like a "crack" would highly disappoint, UNLESS you're BIll Gates or something :)
Just as interesting and scientific as the OP who said he doesn't know a single person with an iphone who hasn't had a cracked screen. How many people would that be and how is that any different?
Palm fanatic here. I also have an ipod touch - basically an iphone without the microphone, cell radio, and ridiculously overpriced mandatory AT&T contract.
I keep it in a good Speck case (best silicone cases I've seen). I've dropped this iPod numerous times. Once on concrete. I have a few surface scratches on the plastic screen protector I added on day one, but not a single nick or crack on the screen. I also have similar experience with Treos, in fact the last Palm device I bashed the screen on was an M515 that I closed a car door on.
Basically, my experience is that both Apple and Palm made durable screens. The Pre moving to a hip new "plastic" case was another red flag to me about this device. I'd suggest anyone buying one get a screen protector on it right away and find a good durable case.
You mean you doubt that someone can know 12 people who have iPhones? Where do you live, "the real America?"
You can even ask any high school student in any yuppie neighborhood. They know at least twice as many.
Allow me to conduct my own survey... My Pre's screen is not cracked, nor is my father's, nor are those owned by two coworkers.
Your mileage may vary.
crack? most of my friends with iphones have had their screen shatter. They've spent hundreds to get them replaced.
Tell your friends not to use them as hockey pucks.
"Most"? All one of them?
Carried my original iphone uncased in my front pocket all the time for one year. Screen never cracked. Carry my iphone 3g in my front pocket, uncased, for the last year and still, no cracks.
The one difference here is that the Pre screen is cracking way too easily, sometimes without being mishandled at all. Most of the iphone screen cracks are from being dropped or struck by something hard.
But yes, modern smartphone design does seem to be more fragile than in the past.
Exactly, and this is my main concern and why I'm holding out buying one. I don't want to have to worry about it cracking through normal use feeling like I'm walking around with a delicate egg in my pocket.
My Treo 650 is a trooper. I have the belt clip, but wear it inside my pocket (screen facing in) and have never had any problems in almost 5 years of use. I mean normal wear and tear, which should be expected, but nothing major like a cracked screen. I just don't want to have to deal with replacing the phone, paying an extra $100 on top of my $200 investment.
The phone is great, lots of potential, just wish I wasn't hearing about these cracks.
Same experience here with my Treo 755s, removal of the antenna was key to practical pocketability. The Pre is basically about the same size, but they must have gone with the cheap plastic feel to save a little on weight.
Uhh, I have never had to replace my original iphone and I am hard as hell on it (dropped it at least a dozen times). Also I know at least a dozen folks who have a original or 3g and none have had broken screens (though other issues have cropped up). The truth it's a reasonable solid device.
I went through 6 (SIX!) treo 600's and 2 650's due to hardware defects, mainly the screens. I think the webos looks great but palm dose not have a history of releasing quality hardware.
BS -- and why do you feel the need to say "iPhone" when defending the Pre? But when someone compares the Pre to the iPhone it's "well, the iPhone is in its third generation while the Pre is first gen..."
Come on, it would be best for BOTH companies for its user base to bicker and fight like what's happening now. It would be challenging for Apple and Palm for both user camps to be united and push both companies to be innovative and to create a race that neither will ever truly win.
It's funny how perception can be so drastically different. I don't think it feels cheap at all. And whenever I hand it to a friend, they always comment on how "good it feels" and the "quality". Last night, someone even said (without me saying anything) that it 'didn't feel cheap or shoddy like so many other phones do.'
Just interesting to me. I've heard the "cheap" comments a lot, before I went in to buy one, so I was prepared for the worst. But I just don't see it, myself.
If you are looking at buying a Pre, I would try to find someone with one to play with. I never really thought much about it, but on launch day, the store I got my Pre was sold out of touchstones already. So I had to go to a corporate store for it. While I was there I was the display model Pre's get dropped at least 12 times. Plus they are tethered to the counter so it was dropping them and then sliding off the counter and smacking into the counter. It was bad.
How many of these people with cracked screens have been keeping their phones in extremely tight pockets, or in back pockets and sitting on them?
Today's phones may be tough but if you abuse them, they will get damaged. I've been keeping my Pre inside its slip case in my front pocket, where it gets almost no stress. It is well-protected until the holster I ordered arrives.
I suggest everyone do the same.
Or how many are deep sea divers?
My treo 755 cracked in which this Pre replaced. But I have to admit I abuse that sucker a lot mainly because it sucks and always locking up at the most inoportune time. The Pre is much better, it hasn't locked up on me while using it, but I do notice it's not as responsive as I wanted to be when I'm using the phone. I guess I expect it to be instantaneous when I'm pressing a button or touch the screen.
I do worry about a light bleeding at the bottom. It kind of bothers me, but I don't know if it's a big enough problem to return the phone and get another one. People saying they have that problem too, so getting a new one probably won't even solve the issue.
i would get it replaced and if it happens again, than keep it. you spent 200 on something, it should not have a problem like that. i am getting mine replaced and if its screwed up again im not really gonna care.
4 days after I got my pre the same spidering cracks happened when it was just in my front pocket in the soft case that came with the phone. I had my old phone for 2 and a half years without any issues. The sprint store that I got the phone from said I would have to use my insurance to get it repaired. I just went through the whole fax my claim document and picture id to asurion. Hopefully sprint will help me with the $100 deductable I just paid 4 days after I got the phone. I will have pictures posted as soon as I get home.
my screen cracked too. 2 cracks straight up from the center button. i KNOW I did not abuse it. I paid my 100 deductible assuming SPRINT would not cover it. Did they cover yours?
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Are these the devices that originally had 1.0.1 in the box with black sides and flower on the Pre depicted? Or is it also happening on ones that originally had 1.0.2 and came in the box with yellow sides and show a sunset on the box?
thats a good point. maybe they had two manufacturing runs/methods that could cause problems
My pre had 1.0.1 software when I got it.
When purchasing a $600, top of the line smartphone, you would think one would care about their precious device enough to invest $25-$30 on a case or holster for it. I've already ordered my holster and I haven't even purchased my Pre yet. I would NEVER put a touchscreen device in my pocket unprotected - and no, a soft cloth case does not protect a device against the pressures of being in a pocket. This is not your crappy flip phone. High tech, top-of-the-line devices belong in their cases or holsters. Buy one and shutup.
Agreed... also commented below.
"pressures of being in a pocket". I don't know what presure you put on your pocket but I don't see many iphones holstered. I understand if you sit on your phone your an idiot. It being in a front pocket and crack from a central point of the button. If your talking about that leather holster that pre has make sure you dont put any pressure against that holster as it will still put slight pressure on the button and cause a crack. If you had your pre you might understand the damage people are sseing that spent the time waiting for the pre day 1. Enjoy your empty holster
I've been manufacturing artificial diamonds in my pockets for years.
The only problem I see with a holster is that holsters are unbelievably dorky. Strap on a holster and the cool-police will be on you faster than you could email your nerd-crew for back-up.
I don't use screen protectors. I don't use holsters. For any phone, any tablet.. anything. Ever. If I get a scratch or a crack who gives a crap. I pay extra for holes in my jeans.
Agreed. Holsters scream dork. Carry my iphone in my front pocket uncased no screen protector, for the last year. No scratches on the screen and has never cracked.
Family jewels don't count!
Putting a device in your pocket throughout the day puts stress on the device, its screen, and its buttons. Most iPhones don't need to be holstered because they are a solid brick so you can put a hard case around the outside edges, which reduces the stress put on its structure. You cannot implement this type of case as easily on the Pre because the device is really 2 pieces that slide open and closed. I bought the Seidio rubberized clip holster for the device. It doesn't look dorky at all, and it's a hard holster (not leather) so no stress will be put on the device itself, only the holster. I've owned the same clip holster for a year now for my BlackBerry Curve 8330 and love it. It's the only thing my phone touches when it's not being used, and it's the only case I'll use anymore for any phone. It's the only type of holster that secures the device AND allows instant one-handed access to it as well.
For your information, I've been waiting for the Pre since Day 1 when it was announced at CES 2009, longer than most people who even bought one on launch day. The only reason I don't have one yet is because I'm waiting for my upgrade date of July 1st so I can get the phone for $200 instead of $550. Anyone who can't wait 3 1/2 weeks after waiting 5 months to save $350 in this economy is either rich or a moron. I understand perfectly the type of damage that these phones are encountering and my point is simple: don't put the phone in your pocket unprotected, and you won't see this kind of n00b damage. It's a non-issue. Think for a second and realize why neither Dieter nor Derek, nor any of their family or friends, have cracked screens. Nice try at taking immature cheap shots at me. I don't know what you're trying to argue here. Putting a device in your pocket puts stress on that device's structure. Anyone with common sense knows this.
I think the vast majority of cell phone users out there will agree that any device, regardless of whether it's a rock bottom free phone or a $500 smartphone, should be durable enough to be carried in a pocket worry-free. It's part of what a phone is designed for.
Saying that phones shouldn't be carried in a pocket is like saying that you shouldn't ever take your car engine past 2,000 rpm, even though the redline is at 6,000. If any device can't withstand normal wear and use, and being pocketed is very normal, then there are quality problems in the manufacturing process.
Why would you want to pay that much money for something, and then have to baby it for the next two years? Don't get me wrong, I take care of my things, but I certainly expect them to perform within spec, and I hold manufacturers accountable if they don't.
Ok I won't take immature shots as long as "n00b" never comes up again (i didn't know we were on a videogame forum). Enjoy the rest of the people above and below me that state the same things about holsters. If you had your pre already you would know a soft case comes with the phone. Please tell me that is only for decoration... I think that should provide enough protection for putting in a front pocket if you are not doing any hard labor.
Maybe people don't want it hanging off of their belt. It's a phone, not a fashion accessory.
I am with T-Mobile and on the fence with switching to the Pre. When new devices come out I like to wait and see how they fair once the consumer gets them. I am waiting on the new Android phones as well. This is a hard choice to make. I am seriously thinking about waiting until the end of the year to see which new phones pan out. I don't have time for screw ups!
Why would you get a Pre and decide to keep it in your pocket?
Holster up people, you have a smart phone, act smart. Placing the device simply in your pocket is one of the worst things you can do. Pants, shorts etc can put stress on the unit without even having noticed it. When you sit down, bend down etc, your clothing will tighten up.
Who is your fashion adviser, Bruno? Or maybe you think everyone here is from Texas.
Not everyone wears tight pants. If I can carry cigarettes in my pockets, then I should be able to carry a phone.
If there were 100,000 Pre sold, and even 100 "spontaneously" cracked screens (i.e., cracks that just happen through normal use, NOT because someone put it in their front pocket in jeans that are, maybe, just a WEE bit too tight), that would be 1/1000. Not great, but then again not terrible for the first manufacturing run of a first-gen device.
As long as Sprint and Palm make good by replacing the devices, there's nothing to talk about here. And this won't break the bank for either Sprint or Palm, because I'm sure hey have some recourse with the manufacturer (unless it's a pure design issue, but then we'll see it happen in many, many Pre.)
Of course, we have no way to quantify this, and so "a fair amount" could be 10 or it could be 1000. Normally, I don't see sensationalism on Precentral.net, but for me, this story is bordering on it.
Mine cracked over the weekend. But the crack is from the top, not the bottom. I am going to try for a replacement this evening, and will update on how it goes.
Hey Imiki did you have any luck in getting a replacement???
Just being a skeptic here, but what was the user doing at the time of the crack?
My screen just cracked out of nowhere. Exact cracks descibed in this article. Phone has not been dropped or mistreated in anyway. This is obviously a defect and apparently widespread. Sprint and Palm have a big problem on their hands. I'm not sure if I will replace Pre or try something else. The operating system on the pre is awesome but the hardware is cheap and faulty.
I'm beginning to think the cracked screens might be a design flaw, caused by two things happening...
1) phone getting hot(charging on the Touchstone, or when searching for a weak wireless signal), plus
2) slight stress applied to the (warm/hot) screen when pressing on it (e.g. to slide open the keyboard, or just unlocking it).
If it's truly a design flaw, we'll probably know for certain within our 30 day return window, and see/hear how Palm/Sprint addresses the issue.
Frankly, I find it hard to believe that the beta testing could have missed such a defect.
Time will tell!
They might have tested in an area with great 1x and EVDO, they might not have tried hotmail. These are what is reported to heat up the device.
doesn't glass become less brittle when heated...if it were cooling down very quickly, then pressure is applied... then maybe. I't most likely a tolerance issue where the glass meets the frame.
The Pre's screen is plastic, not glass.
My Pre hasn't cracked, but many people who see me using it all the time refer to it as something like crack. My failed attempt at humor aside, I usually keep mine in an empty cargo pants pocket and have dropped it a couple of times- no cracks, scratches, or anything like that. Seems pretty durable in my experience, and mine is certainly a 1st release as I was the first person on 6/6 to get one where i live.
I agree the phone is pretty durable except for this issue were if more than a slight pressure is put on the buttom its cracking the lcd screen. Unless the button is somehow making contact with the lcd scrren this is unacceptable. I wouldn't suggest dropping it too many more times, expecially if its open. The slider might become a unwired keypad.
everyone is talking about getting replacements before i can even get my first one. Where do you people live where they are so easy to come by? i've been on 3 waiting lists since release day and im still 20th+ in line for it. most stores said they've received shipments literally containing (1) palm pre device... its going to take me a month just to get my first and you people are saying just how easy it has been to get your replacement. this is very aggrivating.
I don't know how others are getting there replacements but I had to go through the Sprint insurance program run by Asurion as the sprint stores are completely out in NJ. Even when I filled out the paperwork I had to wait a day after I faxed them to get a call back saying they accepted my claim (no big deal) at the time they said they were backordered and could take up to 10 business days to get. Luckily 3 days later I got an email saying it was coming overnight saver ( I should have it today as it was shipped on Friday). As far as people getting i a repacement in store...good luck. I am just hoping if this becomes a big deal that sprint will look a little harder at the issue than just pawning it off on customer fault like they did with me.
my store had 35+ at launch and i think there is going to be more in soon.
Last wednesday I went by my local corp Sprint store to check out the Pre. They had two working display models. One of them had these cracks in the display. I brought this to their attention and they promptly removed it. I'm really hoping it was just some customer abuse issue and not manufacturing flaws.
Someone must have placed it into their pants pocket. From reading this thread it seems that the Pre model spontaneously combusts when placed in close proximity to pocket lint.
I think by now we can agree that it's manufacturing flaws to blame for a lot of the problems with the phone. The question is when will they fix them?
Why would they? It looks like Palm and Sprint already have a robust business of blaming the cracks on customers and selling them "insurance replacements" for $100 bucks apiece. Gets the sales numbers up too - as I'll bet the "sales" to Asurion are counted, too.
4 days old and cracks appearing for a LOT of purchasers is "customer abuse"?!? Gimme a break!
This is gonna turn into a class action lawsuit pretty quick if it's as widespread as people are reporting just here.
i'm really not buying this. i've dropped my pre on hard tile with not a single resulting scratch or crack. as someone who has worked in the wireless industry, people almost never take responsibility for the crazy things they do to their handsets.
and by the way, if you have the full protection, this is not an issue that requires a deductible. it can be handled in store at any sprint repair location.
For someone that has worked for the wireless industry you sure don't know sprint's insurance plan. $7 plan gets the "Total Equipment Protection" which has both the Equipment Service & Repair Program that covers "Mechanical or electrical failure, routine maintenance and failure from normal wear and tear." and Equipment Replacement Program that covers "Loss, theft, physical or liquid damage and resulting corrosion, and fire or lightning damage". So let me expalin this real easy CRACKS = PHYSICAL DAMAGE = EQUIPMENT REPLACEMENT PROGRAM (which you can purchase by itself for $4 as the palm comes with a year warranty). If you go to the store you can have the employees there tell you the availability of geting parts is nonexistent at the moment if you want to wait for a screen repair. Most sprint employees tell you it is quicker to do the full replacement.
Wrong. If Sprint claims it's "customer abuse" then it's $100 bucks deductible *WITH* the purchase of their insurance plan.
Representatives vary wildly in their god-like interpretation of what is "customer abuse" and what's just an inherent flaw in the phone. At $100 bucks difference, I always argue my case very strongly if need be.
I'm amazed at the number of Palm apologists here. This place is becoming almost as bad as the iphone sites. I've never seen an iPhone screen crack in normal use. The ones that crack have been dropped, stepped on, run over, or otherwise abused. Carrying a phone in your front pocket is not abuse. If the phone is that delicate, Palm should include a protective case. (And id this IS considered normal, you won't find me buying a Pre.
In every case that's been reported in the forums, the screen cracked radially from the hole. None of the owners reported abuse (Could they be lying? Yeah, but, ALL of them?) And many people report carrying their phones the same way, without cracks.
This has all the hallmarks of a manufacturing issue, not an owner caused problem.
Two days ago at work one of my coworkers sat down at lunch and his iPhone screen cracked. The whole table heard it. It was kinda funny cause we all knew what it was. When he pulled the poor thing out of his pocket we just busted up laughing. He looked like he was going to cry though. This stuff happens. I would say you sound like an iPhone apologist saying that you've never seen an iPhone crack in normal use. No matter how much we all want to believe our phones are indestructible, they are not.
The statement was could be correct. I haven't seen it either .. the key here is "normal use". iPhone screens crack/shatter when dropped/hit/abused . not by carrying them in a front pocket or checking Hotmail and sliding the keyboard because the plastic is too warm.
The person at your work could have easily sustained damage to their iPhone screen before sitting at the table that resulted in the screen breaking when they sat down. If not, it is but ONE example. The saddest thing is that you (and others) laughed about this. This is a sick commentary on today's culture.
The iPhone's screen is glass ... as were my home's windows in South Florida. Hurricane force winds didn't crack my windows. Those same winds did a number on my neighbor's plastic pink flamingos.
also, if you believe the home button is involved in cracking lcds, you can return to the homescreen with the up-swipe gesture instead of using the button. it actually works better in my opinion.
My nephew had his Pre for all of 5 days when he noticed his screen was cracked.He carried it in the front pocket of his cargo shorts and it was in the case. The crack started right at the button and then spidered all the way up the phone. The phone was completely unusable. At first the Sprint Store wanted us to pay the deductible. After explaining that it was not caused by abuse, the crack was on the inside of the screen and there was no bleed of the picture under. They agreed to swap out the phone. So now we are waiting for the phone to arrive at the Sprint Store. I also have a Pre and yet mine has been sturdy up to this point. So not sure what the problem is.We both have the black boxes and had to update our the device.
Has anyone experienced a cracked screen on their Pre that DOESN'T put the phone in their pocket? That's the real question here. If not, then we have reached a simple cause and effect solution here.
Yes, at least one person in the forum has reported the same problem (spiderweb cracks originating from the center button), and he kept his phone in a belt holster. Another person said that he kept his phone on a table surface, and it developed the same cracks.
Although it would be a disappointment if this turns out to be a manufacturing defect, at least that would mean that Palm's warranty would cover it instead of the Sprint insurance. I can't get too mad about this issue because years of purchasing consumer electronics have taught me that this sort of thing is bound to happen from time to time.
As for my Pre, when I'm at home it stays out on a tabletop; when I'm out, it goes in my front pocket where it belongs (just like every other mobile phone I've ever owned). No cracks to report yet, and I love the phone & its features.
My Pre has not cracked. However, my big concern is scratching my Pre up. I am enjoying my new Pre quite a bit. It is a great new device. And call me crazy, but I really like the little felt pouch that came with the Pre. It protects it while in my pocket. I'd like to buy more to have on hand. (I have the leather case too) Also,I have made the investment in an Invisible Shield by Zagg. There are other screen protectors (body skins) out there like BodyGuardz which I am sure are equally good.
Now, if the screen are cracking due to usage style and normal handling of the device, as long as Sprint and Palm provide a replace with minimum effort on the customer's place, I am good. I do have the equipment plan.
ZAGG covers are great. Have all my friends hooked on them. I still have yet to find out if the Touchstone work with the back Pre skin on the touchstone pre cover.
Yes a Touchstone will still work with products like ZAGG and Bodyguardz, well that's if your using the Touchstone battery cover
Lucky, I have not had any problems with my Pre and hope not. However, it's pretty obvious that the Pre does have some design flaws and/or problems. One thing I have to say about all of this. Give Palm a break. They came out with a great product and there's going to flaws and/or problems with it. I dare one person that could name a cell phone that came out perfect. As long as Sprint and more, in particular, Palm fixes the problems and/or flaws. I'm and most will be happy. Considering everyone loves to compare this phone with the iPhone, my screen broke and I was not being abusive. Now, Apple (not AT&T) took care of it. Sh_t happens people, get used to it!!!
Its a shame how some people will accuse others for of neglecting their own expensive $300 phone ..standing up for a company that truly may have a manufacturing defect. Remember palm was nearly broke or broke. Broke companies always take a gamble and cut important cost. You will think that when everyone who has a crack screen say,"The cracks start from the button, then go up!", means that its flawed. But no, some people dispute it like they are on palms payroll. But, I think it just wishful thinking on their part not wanting the phone they love to be defective.
Ive been with sprint for 11 years, I have a lovely Pre and I was planning on sticking with it till the end despite all the other problems(battery,heat,loose kb,distortion ..etc.) ..well until I heard about this! Your inner screen(its the touch screen up under the main window that cracks) may not be cracked now, but what if it cracks in a month or two. Who wants a phone that they have to baby because if they are not too careful, you can press the screen a little bit to hard and crack it because of a manufacturing defect.
I don't care about software issues because they can be fixed. But hardware is another story. My bet is that the screen has no support up under the button, so when you slightly press it, the touch sensor screen cracks. May see more of these problems in the winter with the cold weather.
For the screen crack issue, can we keep the black box/yellow box part of the conversation going? There are definite differences between the two, as can be seen on different forums. The first phones to go out were in black boxes, and appear to have a much higher defect rate. The yellow ones are more current production models.
The first Pre I received was in a black box. The battery lasted 5 hours if I was lucky. I exchanged it for a yellow box one, and with more services running can get a complete day out of it. My son also got a black one- his top is loose and there is a dead pixel on the display.
My point is, I believe there are significant differences in the phones in the 2 colors of boxes. So, are the cracking screen problems occurring in the black box phones, the yellow one, or both?
I too have had the seemingly common problem of my Palm Pre screen cracking. It happened within less than one full day of ownership, but unlike some other responses, I have not had any satisfaction from Sprint. The store blatantly called me liar claiming it was misuse. MISUSE! All I did was press on the center button and the screen cracked all the up to the top. Sprint says I must use the insurance program and pay an additional $100. A phone that cost me $200 plus a two year agreement and an upgrade in service, now cost me $300, an insult, and a total lack of faith in Sprint customer service. I have been a loyal family sprint customer with four phones for more than ten years. Yea, this is how I like to be treated by family! P.S. Sprint has put me on a waiting list for eight days now. I have no phone to use, for which I am paying for service and no end in sight. Pathetic isn't it. I'll just start letting the contracts on all my phones expire and move over to the I Phone. Sorry sprint, but I only have two cheeks to turn. PSS: in case you didn't know, Sprint only has an exclusive on the palm pre for six months. So if your really interested....
I'm having a problem with the screen part of the slider wiggling too. It really is aggravating. I went to the Sprint repair store and he acted like Superman and my Pre was Kryptonite. He said they had strict orders from Palm NOT to touch any Pre's. After 60 days he said I would have to send the phone into Palm for repair. My concern is that it will only get worse.
My screen hasn't cracked but the screen half of the phone wiggles slightly when it is shut...I'm worried about this, anyone else have this problem
I just returned my black box pre (picked up 6/6) because the screen had discoloration in the lower left corner (where the back button is while web browsing in vertical mode). I also experienced the wiggly screen with the old phone. I have just recieved a new "Yellow Box" pre and I have the same wiggle issue. It is only when lightly pushing from right to left on the lower right corner of the screen. I have only had the new phone so can not comment on battery life of the new one yet, but I was dissapointed by the life of the original.
The sprint store that I bought the device from exchanged the phone for me with no questions asked, and were fantastic about the whole process. I have had nothing but great service from them so far.
Awe Sprint tries.... hounddogdaddy glad to see your experience was a good one.
this has me concerned. should i buy one? i REALLY want one but.... i dono
It's unclear at this point whether this problem is a manufacturing issue or simply a H/W design issue. But my guess is that regardless of what the issue is; If enough devices are returned; Palm will seriously address the issue by either changing their touch screens to glass giving them more strength (at the very least). Point is; Palm will address the issue if one truly exists. It's their choice between dying or changing things; they're HIGHLY likely to choose to satisfy their customers!
I have one; and given that Palm gives me a 1yr warranty; I'm pretty happy returning the device EVERY time it gets cracked. If you don't feel comfortable with this; You can also buy the Sprint warranty. 4-7$ really won't break the bank. imo it's worth the risk for this device. Mine isn't cracked; but it is scratched slightly.
this feels very "treo pro" esque with hardware issues almost immediately after launch. palm made very few devices with moving parts and something with a slide mechanism like the pre is no small matter of engineering. First the problem with the battery resets when thephone is slid up and now this. its starting to look like a rush job to get the product out as fast as possible with a limited amount of funds (which was the boat palm was in @ the time) i hope future devices like the eos meet with a higher quality control. I hold palm in the highest reguard.... i just really hope its just an isolated incident or a bad batch of early models that were rushed into stores without adequate quality control
I had absolutely no problem out of my old Palm Tungsten|T .. Palm had a seemingly flawless implementation of a slider with the "T".
I think Palm was hell bent on having a curved profile to the Pre. Not this this is a bad thing - I am an iPhone user, and I do prefer something that tries to conform to the shape of my head. I sometimes feel as if I am holding something like an extremely thin deck of poker cards to my ear when using my iPhone.
Crack on the screen? nah - I use the mirror on the back for that. ;)
rimshot!
a couple of things worth considering-
*is this the minor exception or the widespread rule? since forums are biased by human nature's tendency to post about negatives and not positives (imagine an unprompted thread about "hey, i pulled my pre out of my pocket and....it WASN'T broken!". the point is that this is unscientific by default
*it has been mentioned before but if you google most any phone, including the iphone along with the words "screen cracks" you will find similarly incensed people ranting about how cracks just appeared, damn apple and at&t etc.
the fact is that we don't know for sure if this is widespread or not because forums suffer from the motivation by human nature of what types of things get posted. when people pay good money for something and then have a problem, they have a place to vent. and that place is in forums like this. and then somebody else says "yeah, same thing happened to me".
my instinct tells me that this is (hopefully) NOT widespread. we pretty much KNOW that the battery life and heating problems are widespread because a) the shear NUMBER of posts on this and other forums b)reporting in the mainstream press.
oh, and finally I WANT to believe that this is not widespread...'cuz i'm planning on getting my pre next week :)
Oh, shhhhoot! My screen seems to have spontaneously started to crack on the inside. WTF??? I have never dropped the phone, mistreated it, lied to it, or left it home alone. It is either: in the Palm leather holster on my hip; in my hand; or on my hotplate...er...TouchStone.
I sure hope Sprint or Palm does not try to make me use insurance to get this replaced!
Fight them tooth and nail. Print up this whole thread before heading over there, make THEM prove it's NOT a product defect.
Well, the last time Palm made any hardware with a moving part, it didn't work out very well either:
http://www.petitiononline.com/t3flaw/petition.html
http://infosystemspro.net/Back-story_Screws.aspx
https://www.expansys.com.hk/ft.aspx?k=14337
Deja vu? Notice the claims of "customer abuse" that Palm used to avoid responsibility. Instead they used the defect to "screw" warrantied owners out of $125.00 for the "repair." Wouldn't even ship out replacement screws so people could fix it themselves.
I would have been skeptical about this, but it happened to my close friend too (including the part about them trying to milk him $125 for the "repair"). 3 of the 4 screws fell out within 30 days of use - never lost one on his T1.
IMHO this is scummy behavior by Palm, and a huge red flag that they haven't changed their ways...
I've had three iPhones and none of them had screens that cracked or scratched easily. I know probably a dozen or so iPhone users and only one had had a broken screen as a result of sitting on it at a party.
The iPhone is about the most durable cellphone I've ever had and I've had quite a few. Mostly its durability seems to be connected to its simplicity. No plastic parts to break off and get lost, so doo-hickies hanging off to get snapped-off. I carry mine in my back pocket al lthe time and sit on it quite often, though I try to avoid sitting directly on it, so it seems like a pretty tough phone.
My friend's cracked screen I figure must have been the result of a pretty massive amount of pressure being applied in the wrong place in order to crack it as she did. So for so good for my latest iPhone.
JoeL
Just to let everyone know. My Pre screen is starting to crack along the right edge. It is about halfway up. I noticed what appeared to be a little bubble under the first layer of the screen when I bought it but it was the last one at Best Buy so I took it. I baby mine and only carry it in the Palm side leather case. I have had it for 10 days and just two days ago I notice cracks moving out from the top and bottom of the bubble. My cracks get a little bigger every day but there are no Pre's anywhere in my city to exchange for it. I Talked with Palm directly today and they were very apologetic but they don't have any in stock and are forwarding everyone to Sprint. I think maybe the first batch had some problems but if my cracks get bigger I will have to exchange mine for a different phone because there isn't any Pre stock coming anytime soon. I will go back to the Treo Pro if some Pre stock doesn't show up soon.
Just for the record: I've had a Pre for two weeks now and ...
- DO NOT have a cracked screen
- My Pre battery does not heat up
- And oh yeah, my Pre came in a black box
Has anyone thought this might be caused by gesture area possibly being connected to the screen. Which I assume it is since it is a touch enabled. The button could be hitting the screen when pressed causing it to crack and extend up the screen. Anyone think that?
OK I said I would post some photos once I got around to it. Ironically the photos were taken by the replacement pre. The damaged pre came in the black slip cover box while my new once came in the yellow slip cover box. I notice on the new pre that the button is about 1 mm further into the surface on the device and you can feel the difference in the button not protruding as much. I'm not going to say that is a defect but definitely puts a flag on the slight differences in the phones. I could not get a goood enough shot of a side by side view of the button but believe me it's there.
http://forums.precentral.net/attachments/hardware-use-trouble-shooting/2...
http://forums.precentral.net/attachments/hardware-use-trouble-shooting/2...
http://forums.precentral.net/attachments/hardware-use-trouble-shooting/2...
OK. I've been waiting to post my story until it reached a conclusion. Got my Pre on launch day (black box). Loved it. No problems...no wiggles...no battery issues. Then last Sunday (6.14), I was walking across my living room, which has laminate flooring over a concrete slab. The phone slipped out of my hand and I watched it hit the floor (in scary slow motion). I scooped it up and noticed no initial injury. Then I spotted it--an insidious crack in the left bottom corner of the screen (looking at phone). Started in the gesture area and began creeping up and to the right with each passing minute. When it stopped, it rendered my gesture area useless and the touch screen itself severely limited. At first the launcher started opening apps at random. I could still use the phone as a "phone" but it was very difficult to end the call.
Tried going to the Sprint store--factory and non-factory to see what my options were. They admired my honesty--owning up to the fact that I truly did drop it, and directed me toward Asurion. Tried to file the claim online, but they had me fax in some papers. (Is everybody who deals with Pre returns as Asurion having to do this?) They called 22 hours later to say that my Pre was being shipped and it arrived today (next day). I was pleased to see my replacement arrive in a yellow box. My phone is now activated and synced up. All that's left is to put my music and photos back onboard, then it will be like this whole ugly mess never happened...except for that $100 deductible. Tonight I'm off to BestBuy to get the Razorfish cover. I'm going to keep searching until I find the ultimate shock absorbing case. I do NOT want to have this happen again.
I had to also fill out the form and send it with a copy of a photo id.
Get this story from my cracked Pre LCD screen:
I was at my dinner table with my family eating, and talking about how I love my phone(not joking....) I got done eating, and was down loading the cragislist app, when it was done, I got up to put my plate away about 5 ft walking distance, come back and screen is completly cracked! So I go to the sprint store and they call me a liar and refuse to give me a new phone without making a claim with a 100$ I dont have.
Also the kick is, is that I work for SPRINT, as a phone tech! I gave up my employee plan to get the Pre
This is EXACTLY why I canceled Sprint in January. My Treo755p died one day (stuck on access powered screen) and I had it for 18 months and was paying the $7 a month insurance.
Took it to Sprint store and they told me I needed a new one and that this one had to be replaced. AND that I had to pay a $50 deductible. WTF? What was I paying $7x18 insurance a month for?
I told them to screw off, canceled my phone right there (it was a 2nd phone on wife's contract) and lived without a phone for 6 months.
June 19th, I was first in line at AT&T store to pick up a new iPhone 3GS. It is FREAKIN AMAZING!
I was a PALM loyalist, but Sprint screwed me over and I won't ever go back. Not to mention the Treo had problems rebooting randomly and then got stuck one day. Quality assurance issues are MORE WIDESPREAD with PALM than people think. Maybe it is not PALM but definitely their manufacturing process. Plus we have not heard a peep out of PALM. Apple usually apologizes and issues credits...even when they don't have to.
i have had my pre since the day it came out and have had no problems. it goes in my front pocket, in between car seats, on table tops, in the grass at the park etc. with that being said, i dont abuse my phone. no long drops, no leaving it in my lap while getting out the car while the phone falls to the concrete, none of that. touchscreen phones (all of them) are supposed to be handled with care because they are not as durable as older phones. and in my opinion, babying my phone a little is a fair trade off to have the the future of technology in my hand. take care of your devices! as far as the screen cracking, i dont know how true it is. it may be a manufacturer defect or it could be an operator error that phone abusers are trying to get a free replacement out of. the pre's screen is VERY responsive. the lightest touch will give back a response. keep that in mind, you do not have to press hard on the screen. and given that it is said that the cracks originate from the center button, here is a suggestion. take advantage of using gestures. while it has other functions, pressing the center button is mainly used for getting you back to card view. so, instead of using that button while in an application, simply swipe up as if you were bringing up the launcher and that will get you back to card view. i rarely use the center button. i will now start using the center button heavily to see if it cracks within my 30 day period, and to declare for myself whether this is a manufacturer defect. but for now, GO PRE!
I have an idea how this could be happening - not sure if anyone has said this yet. If you are sliding the phone open with it in one hand, the tendency is to push in and up on the lower section of the phone, basically at the button spot. I have been reading thru this and just picked up the Pre and immediately thought this. I'm guilty of doing this and maybe that is something I should be reconsidering. I got mine on 6/6 and have had zero "problems" with it thus far. I don't have it in a case and it lives in my front pocket. I moved from a 755P that I also had from day 1 and it has button wear but the screen is perfect - no screen protector ever. I do use my phones very heavily for work and at the same time, I consider it a somewhat delicate electronic device. I do think the WAY people are opening the Pre may be the cause of this issue.
On another note - I was told that since the Pre's screen is also heat sensitive, using a screen protector will interfere with this - anybody want to comment?
"I have an idea how this could be happening - not sure if anyone has said this yet. If you are sliding the phone open with it in one hand, the tendency is to push in and up on the lower section of the phone, basically at the button spot."
That is a really good observation, and if memory serves the instruction manual actually states to push the screen in the MIDDLE area.
I think the introduction of the virtual keyboard (which from all accounts will happen) would also help, assuming the above poster is right, because then heavy users can cut down on the number of times the slider is opened such as for quick text replies. Would also prolong the life of the slider mechanism.
I just got mine, and I love it. Time will tell if it holds up. Launch was 5 weeks ago and Palm has sold, what? (quick google search) 300,000 just in June so must be at least 100,000 more by now.
I'd *like* to think we'd have heard more outcry if this was indeed a rampant issue.
I have a cracked screen. I'm a new precentral user, found this site after looking on-line. Yep, same spider-web from the central button. The left half of my screen is still touch-sensitive so I can use most of its functions, but some of the missing functions are important, like the "send" button from email.
I did NOT get satisfaction from my Sprint store. Manager was friendly but very firm that I had to pay for the hardware damage. I suppose in Manhattan they have no way of knowing if you're the scamming type. But I'm not.
I kept the pre in my front pocket, had it 6 days when I pulled it out and saw the cracks. I live a pretty sedate life. I can't say for sure what stress I put on it, but it can't have been very much.
How do you post photos?
I got a cracked screen, and have absolutely no idea how. It suddenly wasn't working (5 minutes prior it was working fine). The only thing that happened is I walked outside with it.
1. I keep it in loose front pocket.
2. I did not bump it to anything. In fact, the phone is in perfect conditions except for the cracked screen, there is not even a scratch anywhere near the crack, and the crack is internal, you cannot even feel it with your finger.
3. Going to the Sprint store in an hour, will let you know what happens with it...
I do not abuse my gadgets, never have had *any* gadget break on me.
I've had my Pre for exactly 2 weeks today. I have not exposed it to any physical abuse i.e. heat, dropping, pockets, etc. I have now developed cracks in my screen as well that originate from the right hand side near the center of the charging port and expand up to the top left hand corner. This has rendered my screen completely insensitive to touch which means the phone is basically worthless. I bought the phone at a Best Buy which I haven't done in the past and they have been absolutely NO help at all. All they could do is tell me to call Sprint which I did. Sprint was as helpful as usual which makes me wonder once again why I even stayed with them (it was only because I wanted a Pre, otherwise I would have been long gone). They told me it must be a manufacturing defect and told me to call Palm. Run around after run around! So I called Palm...and listened to about the 8th person of the day telling me to reset the phone....UGGGH! Obviously this is NOT a functional problem that resetting will cure...it is truly a defect with the Pre. So after an hour and a half on the phone with Palm, they eventually agreed to have me send them the phone and service it, which I agreed to do. WHAT A PAIN!!!
If I had this to do all over again #1: I would NEVER buy a phone from Best Buy…they make it seem all convenient but it is anything but!!! They will not help you at all if something happens! They will just tell you to call your service provider about the phone. #2: I would leave Sprint as their service is and always has been HORRIBLE! #3: I would NOT buy a Palm Pre! They will probably be a cool phone once all the little quirks are worked out but I would definitely stay away from this first generation model…it is JUNK and not only because the screens are defective…the biggest issue for me was the awful battery life which I was willing to deal with, and actually got better once ALL of the cool stuff on the phone was turned off, but obviously I can’t deal with a phone that just doesn’t work because it’s made cheaply!!! This defintely should NOT be allowed to happen! When customers pay several hundred dollars for a product and it doesn't work, it should be replaced or refunded, period. Either that or it shouldn't be on the market until someone makes sure it works...this is fraud!!!
i agree with you had similar situation....
I purchased a Palm PRE, Used it for a hours, then recharged overnight, the next morning the screen shows hairline cracks and will not work!!!! The cracks start at the Center button an fan out. I have spent hours with Sprint(store and Corp support) they will not do anything!!! They claim i can not return the devive if it is not working,and in the same condition as it was when i left the Store. To make makers worse i showe them this post as well as others and they still will not replace the device.
I hope this puts both Palm and Sprint out of Business!!!
Good evening!! Today was an extremely stressful day... I saw my palm pre 2 weeks ago with a small scratch on the button of the phone... i put it on the box, because i was trying to buy a cover for it thinking it was only a scratch ( my phone haven't been dropped or expose to the sun or touched water none o those) so when i opened the box to go and put the new cover i t had a crack in the middle of the screen, i took it to sprint and they say they wont replace it and they cant fix it because they dont have the materials to fix it... i've been on the phone and on the stores for hours trying to get a answer i had to thread them that i will cancel all my lines and change of company and still i have to go back tomorrow and see what are they going to do about it... I even called Palm and they say its under the warranty, sucks that managers like in the stores i went they wont help. Btw my phone is under warranty. I have never had a single problem with sprint but after 11 years with them im extremely disspointed.
I drove 50 min to get my first pre that stopped working after 3 hours. Apparently there was a problem that didnt happen until I drove back home- 50 min . I drove back this next day,they sy its a defective phone BUT PRE sold out in that store. So i drove home 50 minutes and wait week to get a new one. I wait the week and go the store and drive back 50 mins to get it. Keep in mind, I had been going to a B store in the mall..Not a corporate store..they look identical except they seem to care less if youre happy or not.Every visit there get worse and worse-very unprofessional ok..fast foward 6 days I get the new Pre and i make several calls to ensure it works. It did so I drove 50 min home. Great. 5 days go by, i take my phone out of my pocket and there are cracks in my screen. All coming from the center button.WTF?? Keep in mind, less than an hour prior it was fine. It was stored in pants pocket. No bumps or falls. Nothing. Im starting to think someone I have bad phone kharma. Any suggestions be4 I drive all the way back??
I've had the phone a month and it developed cracks radiating up from the bottom center. I keep it in a holster when not in use. Obviously a defect in the design.
The Sprint store I took it back to said I'd have to turn it into insurance and pay a $100 deductable.
I just left it there, luckily I had bought it on account, which will not be paid.
With the lousy customer service I received, I think I'll switch all five of the households phones to Verizon.
You have to call Palm but you have to asked for the USA office no india or China because they don't know nothing.
I bought my pre june 13. and Yesterday july 15, I now have the cracks. My phone has never been dropped, and never misused, I treat it like my child haha. I just came from the sprint store and they say they can do nothing for me. Im extremly upset does anyone know who i can talk to about this?
I bought my pre june 13. and Yesterday july 15, I now have the cracks. My phone has never been dropped, and never misused, I treat it like my child haha. I just came from the sprint store and they say they can do nothing for me. Im extremly upset does anyone know who i can talk to about this?
I purchased my phone the day it was released. Today, July 16, 2009 I notice a crack from where you connect the phone charger to the front of the screen. The crack is slowing growing across my screen. I have not contacted Sprint, yet. I am curious as to what they will say.
my screen cracked too. WE NEED A CLASS ACTION LAWSUIT. SERIOUSLY. I know I did not abuse my phone. the crack MUST be a manufacturing defect.
what can we do about this?
Yup, Same here!!!??? NOT cool. The screen does not work with the crack either!
Bought my phone on June 12th, and today, July 17th, my screen cracked without dropping or abusing it. I take very good care of my phone, like many others have said as well, and I haven't gone to sprint, but I'm afraid they're not going to help me. I'll let you know tomorrow what they said. My phone is completely worthless now since I can't do anything. It seems it also affects my keypad. Very dissapointing. I love this phone, but if they can't help me I'll have to take my business elsewhere, which is the last thing I want to do.
my screen cracked too. have been going through insurance and they are definitely dragging out the process. i used to be the guy that lagged behind with technology. now that i'm using more advanced stuff, it costs more money, more hassle, more time. where's the benefit?
I purchased my pre on June 12th and July 17th I noticed cracks that covered the phone. Now the right side of the phone does not work. There is no damage to the outside of the phone. I was told at the Sprint store a gentle tap can cause the inside to crack. Sprint is telling me I need to file a claim with insurance and pay the $100 ded. I contacted Palm directly and they said I could do an advance exchange. They will send me a new pre as long as I put a $400 deposit on my credit card. Once the defective phone is received it will be waived. I am worried that Palm like Sprint will try to blame me and then charge me the $400. Has anyone gone this route? What happened?
Thanks!
I suggest that if you are one of the victims of the cracked screens that you write David Pogue of the New York Times he is familar with the problem and needs to hear people's stories.
www.davidpogue.com
Yep its happened to me and I knew from the getgo that this design could pose this problem. Obviously its gonna be weak around that center button but something has got to give. Are they gonna fix the problem???? Should I get a new phone or wait till palm takes care of the design flaw. Other than that its a great phone!!!!
I have had Palm for 30 days as of yesterday, Monday, July 27th. I got 2 small cracks within the first week, but yesterday (while out of town) is when all hell broke loose as I had my phone in its protective case, in a purse, in the shade, and I take it out to text and the screen is not only cracked across the device, but the coating is chipping off of the phone. I mean, it was hot out that day, but this is over and above disappointing.
I went to a sprint store today and the people tere had NEVER seen any cracing/chipping/etc or heard of a problem. They referred me to the insurance plan.
I do not feel as if I should pay $100 to get a refrub phone. I'm going to go to the Sprint store I purchased it from tomorrow and talk to the manager who sold me the device. Any pointers are welcome!!!
OMG, my phone looks EXACTLY like the picture! This just happened to me yesterday, I had the most difficult time trying to resolve this problem. Long story short I drove all across town to find out that I have to pay that darn 100 deductible! Which is ridiculous because I barely bought this phone on July 7! I haven't dropped my phone, perhaps only once and it was about two weeks ago and even then it didn't sustain any damage. I take extremely good care of my phones, it's always in the case and in my pocket. They were saying "well it's a pressure crack, so it's damage, so you have to go through insurance." How in the world do I give my phone a pressure crack, when I wear baggy jeans?! The guy at the repair center guy told me "dude, that's gonna happen when you put touch screens in your pocket, you're not supposed to put them in your pocket"... Well I had the Instinct for almost a year, always in my pocket and treated perhaps not even as good as this darn phone and nothing happened to it. Of course, like everyone else is saying, it's a design flaw, but it still BLOWS! I can't touch my phone without it deciding to call some random person. No one seems to be able to help me either. :-( bummer
Pulled this phone out of my pocket yesterday to find it cracked from the bottom up!Never dropped or banged it, in fact, I treat this thing like a gold oscar! Not getting much help from sprint or Palm. This is bad!
My screen broke like other and trying to work with sprint has been a nightmare. I'm new to sprint, came just for the Pre. I'm so upset!!! I will cancell this contact some how!!!
I was really anxious to get my pre--I was on a waiting list for 2 weeks. I received it, and was ecstatic. I am new to smart phones, and fancy gadgetry, but I am no fool, and take extremely good care on the things i spend my hard earned cash on. Phones should be made with user in mind. I will, not wear a holster. I am 25 and not part of a the business life. I live an active life. Since the 90's when I got my first cell phone I always kept them in my pocket, and never once had a problem. I babied my pre like a mother with a first born. Two weeks after I had it in pristine condition I go to unlock my device, and it had a the crack of death born at the center button. My guess is that it sterns from 1. heat 2. unlocking the device 3. opening the device. The os is awesome. The phone is poorly made. I purchased mine at Best Buy, and the guy said it was physical abuse. I then went to the sprint store explained my situation, and they were very nice about it(good idea is to stay calm and be nice with these guys) The guy gave me his cars and told me to tell Best Buy that it was a known issue. I returned it, and I think I am going to wait until they fix the problem. Sprint has been good to me, and iphone plans are muy expensivo. I hope they get their act together.
My cracks appeared last week. Today, I am looking for a way to get my pictures off of my phone (no know way) and find this is not an isolated incident. Seems to me that charging your phone is hazardous to the screen.
I called both my local Sprint store and Sprint support and they all acted surprised and had claimed that this was the first that they have heard of it. Any way to get those incredible rude folks at Assurion to release their warranty claims? I have had 2 Palm Treo 700wx's replaced in the last 6 years. This is the first time I have ever had to fill out an affidavit and fax them a copy of my drivers license. They refused to tell me why they needed this info. They hung up on me when I kept asking if I had any other questions and I aswered with "Yes, why do I have to fill out an affidavit?" The store was honest. It was because I was filling a claim within 30 days of purchase. Why was that so hard to say?
We purchased two Palm Pre's at our company and within 2 weeks both phones have cracks in them! Sprint told us it is our problem and we need to purchase new phones at full retail. I feel Sprint or Palm should support their products and replace the phones and not put it on the customer. What is up with Palm & Sprint?
I never owned a touch phone, and i went in to buy a palm pre. Literally a week ago. And I treated that thing like it was a baby. Next thing I know I have the exact three cracks arising for the middle button, I better get a new one for free or I will be pissed.
is anyone else wondering if this is related to the pressure you put on the screen when sliding the keyboard out?
If it's not designed to withstand the minor pressure of opening the keyboard, I'd venture to say that's a complete manufacturer defect.
Welcome to the wonderful world of beta testing for Palm. I'll meet you at the Pre 4 or so...
My Pre spider-webbed from the center button to the top of the LCD screen. I was turned away at the Sprint store in Aliso Viejo and was told to use TEP and pay $100 deductible. I s/w Palm explained the same situation and they gave me a fedex billing # to return the phone directly and will repair the phone or replace the defective device if it cannot be repaired. Escalate your concern so that Palm is aware of the problem. They will have to issue a recall if enough owners complain. Besides this issue, which is big i admit i love the phone's features, ease of use, and multiple apps availability.
I have had my Pre for 1 week. And now I have a crack emerging for the bottom right corner of my touchscreen. Sprint told me that it's my fault, that it is a pressure crack and that is not covered under the 30 day warranty unless I have the insurance and then pay the 100 dollar deductible. I lost it with the guy on the phone and then emailed Customer Service. I'm trying as hard as I can not to have to call them...all you get is a run around. I am happy to see that others have gotten replacements so hopefully they will send me mine. But having to pay a 100 dollar deductible on top of 7 dollars a month for something that should not break one week into use seems crazy. It's always in its case in my pocket. I haven't even dropped it. Sprint told me that you can get a pressure crack by carrying it in your pocket. Cheap!!! If that person was right.
I actually had my Pre do this yesterday, I slid it open to check a text message i had just received and it spider webbed from the "pearl". I went to a sprint store and was told it would be $129 to replace the phone. I don't carry insurance on my phone as I've NEVER broken one in the 8 years as a customer, my wife does at least once a year so i have insurance on her's. I was very happy with the phone but it's so new i haven't even gotten my rebate yet and will have to give it back to them just to get my phone operational again.
What number are you using to contact PALM about this problem?
I called Palm (407-531-4496) and did not press any buttons for one of the 2 prompts. A VERY helpful CS Rep answered took all my information, apologized for the issue (repeatedly) And said that normally this is not covered under their warrenty but they will replace it. I was given 2 options for replacement, 1) Repair Return where I send them the device and have a repair/replacement sent back in about a week, or 2) Have them place a $400 hold on my CC they ship me a new device, i then have 2 weeks to send in my defective Pre. I chose the first as i have a backup cell phone to use. He also offered to waive a $29 fee for the second option although i didn't take that one. They then gave me their FedEX account number to ship the device in for free to Palm. So we will see what happens.
Well I purchased my pre about a week ago.. just the other night, I noticed that there were some color discolorations at the bottom of my screen whenever I pushed the center buttor or push the bottom of the phone to slide it open. And no, I do treat my phone with respect, have a case for it and never dropped it. 2 hrs later, I hear my phone ring, tried to pick it up, My whole screen just shattered before my eyes. I called sprint. They are telling me this was not a known issue by sprint, therefore they wouldnt cover it.
Well I purchased my pre about a week ago.. just the other night, I noticed that there were some color discolorations at the bottom of my screen whenever I pushed the center buttor or push the bottom of the phone to slide it open. And no, I do treat my phone with respect, have a case for it and never dropped it. 2 hrs later, I hear my phone ring, tried to pick it up, My whole screen just shattered before my eyes. I called sprint. They are telling me this was not a known issue by sprint, therefore they wouldnt cover it.
Anyone know any useful fixes for a light scratch? I don't want to use that plastic fix stuff that wears the plastic down to the level of the scratch (seems like a bad idea with a touch screen). But it's a little noticable, and it's annoying me. I've heard that getting the Zagg cover applied at Best Buy makes light scratches pretty much invisible, but I'd rather get rid of the scratch, rather than try to cover it up. Any ideas?
@ Akraemer
Umm, I have no idea to be honest with you. Quick update on my phone issue: I finally called this number 407-531-4496 provided by jschramm97. Man, I gotta give him some mad props! The rep was more than helpful even tho He swore up and down that he never heard of such issue with the pre. He offered to replace the phone for free and all I had to do was ship it back to them.. What a relief. But I would definitely recommend each one of you to go to www.bbb.org and file a proper and official complaint. Thats the better business bureau link. Sprint needs to take responsibility for putting out a defective phone for its consumers to buy. We should all be compensated somehow.
again, Thanks jschramm97 for that number.
mine just cracked up the screen too looks like spider webbing
mine just cracked up the screen too looks like spider webbing
i owned my phone for less than a week n it craked from me pushing the silver button... I took it back to sprint and they said it was physical damage.. How and the hell is it physical when you are reguired to push the button what do I need to do to get this resolved???
My screen is cracked too, a crack that runs from the charging port right across the front. So I took it to the Sprint store and they said it was "user error" and it probably came from pushing my charger in "too hard". Just like the cracked screens from the front buttons have come from pushing the buttons "too hard". So according to Sprint, nothing they can do- it's cosmetic. Too bad, so sad- I just have a crack across my the screen of my two month old, Palm Pre and I am PISSED.
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