Broken Screen

Sorry to hear about your broken screen. My broken on Day 4 and I didn't have insurance. However, I've had many phones (usually trade 2 - 3 times a year and yeah, I pay full price) and I've beat the hell out of them and I've NEVER broken a screen. I paid $150 for the replacement and will pay $45 to have it installed. Do I regret not having insurance? Not for the money I've saved over so many years but only for the fact that I could have gotten a new phone right away instead of having to wait for the glass to show up on Ebay.

Haaa...about the insurance. I bought a Square Trade warranty - this way I'm assured nothing else will happen.

Like many others, my phone slipped as I was getting out of my car and the screen completely shattered.  It still technically works, but the fact that it broke in the first place angers me to no end.  Sprint's response, however, was even worse.  The first person I spoke to at customer service told me it was covered because I had only had it for two weeks and they would replace it.  The person she transferred me to said no, it would only be covered if I had bought insurance.  However, I was never offered insurance when I purchased the phone (I stupidly thought it would be included with such an expensive phone).  When that person then transferred me to another (in the "escalation department," for real), that woman told me that even if I had bought insurance, it would only have kicked in after 30 days and there is nothing that covers the purchase within 30 days (I took this to mean "we know it's a piece of crap and will break, so we're not going to cover it during the time when it will break.").  I was so angry at the mess of information and the way I was treated after spending so much money and being a Sprint customer for 10 years that I'm now looking to transfer to a different company.  I am heartbroken to have to deal with a phone that is broken and that I loved so much otherwise.  And now I have to drop several hundred more dollars to cancel my contract and go somewhere else.  But honestly, this was the last straw with Sprint.

First, the insurance policy has certainly not remained the same since 2000 when I first became a customer.  Second, this is only the fourth phone I have bought since 2000 - all my other phones have functioned perfectly well for 2-plus years.  Third, the information about insurance not covering the phone until after 30 days was told to me directly by a Sprint customer service representative - I'm not just making it up.  Fourth, dropping a phone seems like it should be contemplated as an expected wear and tear of usage.  I seriously doubt there is anyone who has a cell phone who has never dropped it, ever.  I must have dropped my last phone (a Palm Pre) dozens of times over two years and it never once was damaged beyond a few cosmetic nicks.  Given the number of reports in this thread about shattered screens of a phone model that has been out for mere weeks, this is not some isolated incident.  I didn't throw my phone against a wall or drive over it, yet I was treated by Sprint as if I had.  I'm just very disappointed that the phone that I otherwise love was so easily damaged so severely, and that Sprint customer service treated me so poorly (not that I'm surprised at that - Sprint customer service has been terrible for as long as I can remember, but this was definitely the worst I have encountered). 

Well I too recently dropped my phone... just walking to my car in the driveway and was carrying it in my hand... stumbled a bit and let go... the phone fell about 3 feet onto the pavement. Just like other users, hit on the corner and spider cracked the screen. The good news is it still works fine less the new permanent screen saver pattern I have now! I immediately called Spring and was transferred to Asurion. Yes with an investment like that (and you never know when you are prone to leaving it on a restaurant table or dropping it in the driveway) it is worse the few bucks a month. The claim took 4 days to complete. It consisted of
1. calling to file the claim
2. downloading and filling out an affidavit
3. calling back to pay the claim deductible

This was the first time I had to jump through so many hoops. I had to file a claim a few years ago for a stolen phone with Sprint.

After a full week I still had not heard anything on the status of the claim so I called Sprint to complain about Asurion. The Sprint representative did not seem to care and indicated that they were probably backed up with the Inspire but there was not much she could do. I then finally got a hold of someone at Asurion who admitted that they did not complete my claim properly. After completing the claim (again) they told me it would be at least another 5-7 days due to the queue for new phones. I told them that the mistake in the claim already cost me 5-7 days of time. I was transferred to a supervisor. The supervisor told me that this was actually my fault and that they have 30 days to complete a claim per their contract. At that point I indicated that was completely unacceptable as the first CSR admitted that it was their clerical error. I was then transferred to the "office of the CEO".

The CSR from the "office of the CEO" did complete the claim filing and did offer to do a reimbursement if I bought a new phone from a Sprint Corporate store. Unfortunately no one in the country has phones in stock now so that was not an option. I will just have to hunker down like everyone else and wait for a new phone. It was unfortunate that Asurion or Sprint could not provide better service especially considering the extra hassle for this claim, but at the same time the delay in filling a backlog of orders is just an unfortunate circumstance that is beyond Asurion's control.

Hopefully Sprint can work with HTC here to get their production ramped up. It is a tad amazing that this demand caught them by surprise. Sprint has not had a killer phone for a long time so everyone was waiting.

I just experienced this problem about an hour ago. I was out walking with Inspire in my back pocket, using my runkeeper app. I was of course sweaty, and my son was ready to go in. I had Inspire in hand when i went to open the back door. It slipped out of my sweaty hands. I was completely shocked when I saw the screen was basically shattered. I have never broken a phone before. I own an Ipod touch and use to have a blackberry. These have both been dropped (by my son) and the blackberry launched across the room into the wall (don't ask) and never had one bit of damage. I guess i expected a phone this expensive and high tech to be more durable. I wanted to cry when I saw the screen. It still works but the screen is ungodly cracked all over. I know it was my fault for dropping it. my hands were sweaty but i was in a rush to turn my app off that keeps track of my walking and trying to let my son in. I'm so dissapointed. hopefully i can have it repaired. I'm certain i got the insurance. I'm just frustrated.

HTC is now replacing the screen - $140.00, plus loss of use for a few weeks. Sprint on Hamilton Rd. Columbus, Ohio quoted $120.00.
EBAY has the replacement screen now for approx. $65-70. do it yourself replacement. It is suppose to be relatively easy for most people.
Mine cracked in the same way as I see others, fell on corner. It still works, so I will continue to use as is.

There is a guy in our area who fixes iphone screens for like $45..presumably when the htc glass is available that would be similar...not much talk about cases with all the breaking going on..the radio shack guy threw his phone around and he had an otterbox sp?...i got the only case bestbuy had..one of those gel deals..i guess the deal is to ensure it has a lip that comes around the front screen...ordered a six pack on ebay as i am not a vikings fan and the bestbuy one was purple...any thoughts on cases out there...