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Old 08-30-2009, 09:03 PM
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Screen crack

My dad just bought a HTC Snap 16 days ago. Today I was playing with it and handed it back to him. An hour later he pulled it out of his pocket and it was all white except for a small area about 1 cm long and it was green. So we went to Best Buy to return it and get a new one but they said that the screen was cracked. They pulled out the battery and there was a small black line under the glass which apeared to be a crack on the actual LCD.
Best Buy said they could not return damaged phones. The problem lies in theres screen fracture being a manufactures defect because my dad was sitting on the couch the whole time and when he pulled it back out of his pocke it was broken.
We also viseted sprint because they are an actual HTC Repair center. Although they were not in they told us we were out of luck. I guess I have a few questions:

1. Is it possible to get this fixed or returned due to a manufactures defect? This phone has been in his pocket the whole time and he has never droped it. The device is in perfect condition the screen just cracked in his pocket. Sprint said it was a pressure crack but after we talked to the guy I went to the demo unit and squeezed the screen REALLY hard and it did not even effect the bottom LCD.

2. Would Sprint customer service be able to help reslove this issue?

3. If all else fails can we back charge Best Buy for not taking a return?

4. Any one else have any suggestions to help assist in this matter?
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Old 08-30-2009, 09:12 PM
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Re: Screen crack

1) Any cracks to the LCD are considered physical damage.. no other way around it.

2) Sprint can not help, but Asurion (insurance company for Sprint) will be able to assist you only if you have the Total Equipment Protection (TEP) added to your account, which is a monthly cost of $7. If the device you have got lost, stolen, water damaged, or physically damaged, they can overnight you a same or similar device (new or refurbed) for a $50 or $100 deductible. The Snap can be consider as a PDA, so it might be a $100 deductible, but you have to check with them.

3) As far as Best Buy is concern, they do have some sort of warranty service.. have you checked it out?

4) Try to get the Best Buy warranty as for they *might* not charge a deductible for their replacement/warranty process. If they does not, you can then cancel your Best Buy warranty at any time and the amount paid will be prorated. If the Best Buy method doesn't not work, Asurion is the only step to go unless someone can replace the LCD for you for cheap.

Good luck!
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Old 08-31-2009, 12:07 AM
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Re: Screen crack

Lesson Learned..... don't sit on your phone
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