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LCD Cracked!


Guest SteadyHand

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Guest SteadyHand

I took my phone out of its case once I had arrived home and found the LCD had cracked from the inside. I nearly lost it. I am meticulous with my phones. I walk around with a chamois to wipe the fingerprints off. I immediately called 611. I got someone in support specifically for the Dash. He checked his database and said that their were no known issues with the LCD screen cracking on the Dash and therefore must be human error..........I took a deep breath and began a tirade about my tenure as a loyal customer with T-Mobile and my record with cell phones was impeccable. Such a response without looking at the phone is unacceptable. He agreed and actually apologized. He said I should receive one in the mail and I should send my cracked one back. He said after analysis if it deemed human error I would be charged.

I, honest-to-goodness, handle this phone like a baby. I have never dropped it. I think this defect may be connected to the, at-times, overheating that takes place when the wi-fi or blue tooth is enabled-the latter was. I need help substantiating this claim. If anyone has had a similar situation or know of one, please post your experience or the link hear please.

Thank you in advance,

David

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Guest SteadyHand

UPDATE:

The PDA department says that this is the first time they've heard of an internal crack of the LCD screen not due to physical damage. They are sending me another phone and I hope that upon review they will see that the malfunction is hardware related.

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Guest max1956bikes
UPDATE:

The PDA department says that this is the first time they've heard of an internal crack of the LCD screen not due to physical damage. They are sending me another phone and I hope that upon review they will see that the malfunction is hardware related.

i like your hands free where did you get it?

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Guest chaznet

Good luck -- I recently sent back my SDA as the joystick was broken, then the replacement as it arrived with a few dead pixels. 3rd one was fine, and then I got my Dash :) Anyways, I had to call and ask that they remove the duplicate shipping charges, which they did. Then, a month later my $1200 T-Mobile bill arrived. They charged 'restocking' for both handsets, and no one at 611 can tell from their records why this was done. Once it is done, you have to wait 30 days to dispute it. I've been very pleased with T-Mobile until this -- they need a better way of handling returns, one that doesn't end with nasty suprises.

I took my phone out of its case once I had arrived home and found the LCD had cracked from the inside. I nearly lost it. I am meticulous with my phones. I walk around with a chamois to wipe the fingerprints off. I immediately called 611. I got someone in support specifically for the Dash. He checked his database and said that their were no known issues with the LCD screen cracking on the Dash and therefore must be human error..........I took a deep breath and began a tirade about my tenure as a loyal customer with T-Mobile and my record with cell phones was impeccable. Such a response without looking at the phone is unacceptable. He agreed and actually apologized. He said I should receive one in the mail and I should send my cracked one back. He said after analysis if it deemed human error I would be charged.

I, honest-to-goodness, handle this phone like a baby. I have never dropped it. I think this defect may be connected to the, at-times, overheating that takes place when the wi-fi or blue tooth is enabled-the latter was. I need help substantiating this claim. If anyone has had a similar situation or know of one, please post your experience or the link hear please.

Thank you in advance,

David

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  • 4 months later...
Guest Tmobile Customer
I took my phone out of its case once I had arrived home and found the LCD had cracked from the inside. I nearly lost it. I am meticulous with my phones. I walk around with a chamois to wipe the fingerprints off. I immediately called 611. I got someone in support specifically for the Dash. He checked his database and said that their were no known issues with the LCD screen cracking on the Dash and therefore must be human error..........I took a deep breath and began a tirade about my tenure as a loyal customer with T-Mobile and my record with cell phones was impeccable. Such a response without looking at the phone is unacceptable. He agreed and actually apologized. He said I should receive one in the mail and I should send my cracked one back. He said after analysis if it deemed human error I would be charged.

I, honest-to-goodness, handle this phone like a baby. I have never dropped it. I think this defect may be connected to the, at-times, overheating that takes place when the wi-fi or blue tooth is enabled-the latter was. I need help substantiating this claim. If anyone has had a similar situation or know of one, please post your experience or the link hear please.

Thank you in advance,

David

I had my Dash LCD crack after only 2 weeks. It showed absolutely no signs of physical damage yet neither Tmobile or HTC would replace it under warranty. This is clearly a design defect but HTC says they have no reports of the defect because Tmobile would have to report it to them and Tmobile hasn't made any reports. After trying fruitlessly with Tmobile and HTC I filed a complaint with the FCC naming Tmobile and HTC as the companies I was having a problem with. Within 2 weeks I received a call from a Tmobile employee who offered to replace my phone for free. I strongly recommend if you have ever had your Dash LCD crack that you file an online complaint with the FCC as well so they can convince Tmobile to start reporting this design defect to HTC. HTC and Tmobile can then deal with the root problem instead of sticking consumers with it. You can file your complaint with the FCC at:

http://svartifoss2.fcc.gov/cib/fcc475.cfm

Make sure you fill out the form completely and accurately. Be fair and provide the FCC as much info as you can so they have a legitimate issue they can discuss with Tmobile and HTC. Be sure to name both Tmobile and HTC America as the companies you are having an issue with. Also make sure to report that others on the internet are reporting the same problem as you so they realize there is chronic problem.

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Guest SteadyHand

This is the aftermath of my situation.

I am happy to say that the staff at T-Mobiles PDA help desk were able to send me a new phone while they investigated the crack. They weren't swift to accommodate initially, but I was insistent that they understand the placement of the crack and the physical impossibility of it being due to "human" error. I have since maintained ownership of the Dash they sent me. I did not receive a charge for the damaged phone. I am happy.

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