View Poll Results: Did your PRE screen crack.

Voters
1133. You may not vote on this poll
  • No - still in good condition

    645 56.93%
  • Yes - but I dropped or bumped it

    90 7.94%
  • Yes - but I was careful with it

    398 35.13%
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  1. #681  
    So I've had my Pre for what is bordering 3 months, and its been a really great experience until a couple days ago. I, as normal, put my Pre into my pocket, maybe with a little more force than usual. I pull it out 20 minutes later and there are several cracks on the lcd screen. Now, I can't use the touchscreen at all. Do you guys have any suggestions on this? Should I call Palm and see if they will replace it for free? Thanks.




    bring it to sprint cracks they say are cosmetic but if touchscreen is not working that is part of your 1 yr warranty it worked for me i received my replacement yesterday

    Fred
  2. #682  
    Quote Originally Posted by Stroke22 View Post
    So I've had my Pre for what is bordering 3 months, and its been a really great experience until a couple days ago. I, as normal, put my Pre into my pocket, maybe with a little more force than usual. I pull it out 20 minutes later and there are several cracks on the lcd screen. Now, I can't use the touchscreen at all. Do you guys have any suggestions on this? Should I call Palm and see if they will replace it for free? Thanks.
    Well, YMMV but I had no luck with Sprint--they consider it user-inflicted damage. It's worth a try if it's not too inconvenient to go to the Sprint store, because some people have succeeded in getting a replacement.

    Palm will give you a replacement (refurbished, most likely). Call them at 407-531-4496. You just need to say the magic description that the cracks vaguely seem to emanate from the center button and you should get no argument.

    They will give you two options - one option is to return the phone to them and then they will send you a replacement, and the other option is for them to put a $400 hold on your credit card and send you a new phone and a mailer to send your old phone back, at which point they will remove the $400 hold from your credit card. For the latter option, they charge a $29 fee, but many people have gotten that fee waived just by asking.
  3. #683  
    Quote Originally Posted by itsyvonne View Post
    Well, YMMV but I had no luck with Sprint--they consider it user-inflicted damage. It's worth a try if it's not too inconvenient to go to the Sprint store, because some people have succeeded in getting a replacement.

    Palm will give you a replacement (refurbished, most likely). Call them at 407-531-4496. You just need to say the magic description that the cracks vaguely seem to emanate from the center button and you should get no argument.

    They will give you two options - one option is to return the phone to them and then they will send you a replacement, and the other option is for them to put a $400 hold on your credit card and send you a new phone and a mailer to send your old phone back, at which point they will remove the $400 hold from your credit card. For the latter option, they charge a $29 fee, but many people have gotten that fee waived just by asking.
    Thanks for the info. I'm gonna make the call tomorrow. If I do the first option, do you have any idea how long it will take for a new Pre to come in the mail?
  4. yohimbe35's Avatar
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    #684  
    I just wanted to let everyone know my experience. My screen did the same thing. Cracked from the button up and spread over my screen. It was in my pocket and it happened somehow on my drive home. There was nothing in my pocket, just my phone. I noticed the minute I took it out of my pocket. I thought the screen was just frooze, until I noticed the cracks. Touch screen totally not working.
    I read this forum and contacted sprint by chat. They told me to go to a corporate store and let them look at it and they will decide if it was covered under the manufacture warranty.
    After waiting in line 45 minutes. The sprint employee said it was my fault and it wasn't covered under the manufacture warranty. I said this is a known issue and should be covered. They said it is under my insurance and it would cost me $100. I started complaining more and the store manager came over and said he never heard of this issue. He said he would check their computers to see. They both looked at the computer and said there was nothing from sprint about this concern.
    I kept complaining. I said we should call palm.
    So he had a number and we were contacted to a plam rep. She asked about how it happened and what it looked like. After asking all this, she said yes it's covered. I said will you please tell the store manager so I can get another phone. So she did.
    I told them both that if this is a know issue, palm should make sprint aware of this. I specificly asked the palm rep. if this was a common concern, she said yes. I said you would think sprint would be aware of this issue.
    Anyways they agreed to give me a new phone with no charge. They didn't have any in stock. They ordered me one and said it would be here no later than Friday.
    In the mean time, I went back to my curve until my phone comes in.
  5. #685  
    Symptom: White crack next to the charging/USB port. Spreading over last few weeks up to the display screen.

    Equipment: Palm Pre / I've had the phone for 102 days, purchased new at a Sprint retail location. I use a touchstone, car charger, hard case (all Palm/Sprint brand from retail outlet).

    Support from the Sprint Store: I stopped in my Sprint store only to be referred to the warranty company. The store was full and chances to escalate the issue without making a scene were slim.

    Sprint Customer Services: I called Sprint customer service (*2) and the CSR checked with his supervisor to see if they could replace it. Since it was over 30 days, they referred me to the warranty company. He seemed interested in helping, but couldn't. I asked about the deductible on the insurance plan. He said he thought it was $25.

    Asurion/Insurance: The CSR at Asurion listened to my story and my questions about eligibility and cost. Without a direct request from me, she opened a claim. She then notified me that I have 60 days to send the phone in and pay them $100 or I could no longer submit it for coverage. She also appeared to feel she was doing me a favor since I had told them I noticed the first crack a few weeks back (when it was small and hadn't expanded).

    Since the timing on this is really irrelevant except as it relates to their ability to deny coverage, I wasn't amused. I pointed out that I did not ask them to file a claim nor was I done discussing the issue with Sprint or Palm. I really didn't want the "clock ticking" while I sought a resolution to what I felt was a materials defect in the phone. From her response, it's obvious they are in the business of getting claims filed, processed, and billed. She refused to cancel the claim.

    Asurion acknowledgement of Palm warranty eligibility: She didn't have any knowledge of 'known problems' or 'warranty eligibility' through Palm either. I am certain someone at Asurion is aware of the warranty issue and eligibility. In all likelyhood they will get repaired units from Palm at no cost, but choose not to pass that on to customers.

    Recommendation: If anyone is calling Asurion, I would recommend limiting the discussion to hypothetical questions of coverage and deductibles. I would never again tell them about an actual problem with a phone under agreement until I was certain I wanted to file a claim. The time limit is irrelevant in this case and their attitude was unhelpful. She did give me the Palm Store number so I given them points for having some relevant documentation.

    PALM SUPPORT/Problem [possibly] Solved: I contacted Palm support and after a brief description of the problem, was provided two options.
    1. Send the phone in and receive a replacement in 5-7 days at no cost.
    2. Do an advance exchange for around $30 (and a $400 deposit on a credit card).

    I hope to have my advance exchange next week. I'm not clear on what Sprint backs up from the Palm Pre but will try to sync/copy anything I can to my PC in the meantime.

    Overall Impression: Between SPRINT and ASURION, they should not be running customers through this gauntlet. It comes across as self-serving and means to extract the most additional money from the customer.
    1. My Sprint CSR should have identified this "known problem" in his support DB and been aware of the warranty coverage from Palm. Since he contacted a supervisor, that was their second chance to catch this issue. The redirect to Asurion seemed to be a matter of expedience. Looking at both Palm's forums and PreCentral, none of this is news.
    2. Asurion should not be filing claims without a direct request from a client.
    3. Since Palm is covering this problem under warranty, the Sprint stores should be handling this issue for me without concerns. Perhaps it's an issue of training local service staff (not in a database of known problems?) or an issue of willingness on the part of Sprint to make the customer experience more seamless.


    I still love this phone and WebOS.
    Last edited by jdennisk; 09/27/2009 at 08:01 PM.
  6. #686  
    I am sorry to say that I, too, have a cracked screen. My story is similar. I have babied my pre since the day I got it in June. I just pulled it out of my pocket and the lower right part of the touch screen wasn't working. On closer inspection, I noticed the dreaded cracks. I have never dropped my pre and it has spent most of its time in the case. (as a side note, I dropped my treo 650 thousands of times and never had a problem with it, but I digress.

    I went to the sprint store where I bought the phone and they were seemingly in the business of throwing up road blocks (and they're good at it, too!) They basically said they couldn't help me. So I called Palm directly and explained my problem, they also gave me the two options (send it in for 5-7 day turnaround or charge $400 for a replacement shipped right away, to be refunded upon reciept of my phone. However, they then transferred me to Sprint to see if I could get them to swap it out. I spent the better part of 2 hours talking to various people at Sprint, but was ultimately forwarded to a Palm-Pre tech support specialist (Sprint employee). He wrote it all up in the computer, gave me an e ticket number, and then told me to go to the store where I purchased the phone and "they should have no problem swapping it out" Great!

    Sooooo I went to the Sprint(company) store and gave them the e-ticket number and after having their tech inspect the phone, they said they couldn't give me a replacement. However for $119......... and that's when I stopped listening. I told the Sprint rep that I will deal directly with Palm, mentioned something about how much Sprint sucks and walked out of the store.

    So a question for anyone who has chosen the $400 palm option. Has anyone been declined the refund once they receive your phone? I am a little wary that Palm will just come to the same conclusion as the Sprint techs and say "sorry you must've done something to it"

    Thanks for reading my rant.

    Bob
    Attached Images Attached Images
  7. #687  
    that happen to my gf lol
  8. #688  
    I have unfortunately joined the ranks of those with this misfortune. Will be going to Sprint tomorrow to see what they can do. Anyone have any pointers on the best way to get sprint to actually cover this? Here's my chat with palm:

    2:53 AM Connecting to: control.app56.logmeinrescue.com (216.52.233.197:443)
    2:53 AM Connected to Applet (RSA 2048 bits, AES256-SHA 256 bits)
    2:54 AM Switched to P2P
    2:55 AM Barney: Hello Damian.
    2:55 AM Damian : Hi there Barney. I'm having two issues..the first is that
    the touchscreen stopped momentarily 2 days ago and then started working.
    Yesterday it completely stopped after being on the charger all night, woke up
    and it just doesn't work. When I pressed the button on the device the screen got
    a small spiderweb crack which has now split into 4 lines across the inside
    screen.
    2:56 AM Barney: I understand that you have cracked screen on the Phone. Correct?
    2:56 AM Damian : This is actually the second phone to have the touchscreen
    issue and I'm trying to determine if this is a defect in the device (as it is
    all over the web that people have these two problems) and what the warranty
    covers for these known issues. The issue is two fold. The original issues is
    that the touchscreen does not respond.
    2:57 AM Barney: I can help you with the issue.
    2:58 AM Barney: Please inspect the corners and back of the casing for signs of
    abrasion, scraping, and cracks.
    2:59 AM Barney: Let me know the result.
    3:00 AM Damian : when the phone is open there are scrape marks from it
    sliding open and closed on the mirror and top black piece..
    3:00 AM Barney: Let me know if the cracks were caused by the phone’s being
    dropped or a significant impact to the screen.
    3:01 AM Damian : no..it's not dropped damage
    3:01 AM Damian : the cracks on the screen occurred when i pushed the button
    3:01 AM Barney: Thank you for the information.
    3:02 AM Barney: Let me know from where exactly you have purchased the device.
    3:02 AM Damian : a sprint store...on miliary drive in san antonio, tx
    3:03 AM Barney: I suggest you to contact the Sprint for further assistance on it
    3:03 AM Barney: Not to worry.
    3:04 AM Barney: If there are no signs of improper handling, the phone will be
    repaired or replaced.

    3:04 AM Damian : Is this being acknowledged as a known issue from palm or
    sprint. With all the readings that I see the sprint stores have been less then
    helpful and last time the touchscreen stopped and i went to that store they told
    me that i caused the screen to stop working and i couldn't do anything
    3:05 AM Barney: I am sorry. You need to contact Spring for further assistance
    on it.
    3:05 AM Barney: If there are no signs of improper handling, the phone will be
    repaired or replaced.
    3:05 AM Damian : Can you please answer my question?
    3:05 AM Damian : Is this being acknowledged as a known issue from palm or
    sprint?
    3:06 AM Barney: I would like to clarify that it is not a known issue.
    3:06 AM Damian : Neither the touchscreen stopping or the "spider web"
    cracks are a known issue?
    3:08 AM Barney: It is not known issue. Once you contact device vendor, you will
    get the further assistance to fix the issue.
    3:08 AM Damian : Odd considering this is my second phone to do this and all
    the online complaints but I will follow your instructions and go from there.
    Does Sprint handle the 1 year manufacturer warranty as well?
    3:09 AM Barney: Yes. The vendor will handle it.
    3:09 AM Damian : thanks you
    3:09 AM Damian : can i get a copy of this chat transcript emailed to me?
    3:10 AM Barney: I have provided all the information I could give from my end.
    3:10 AM Barney: Here’s the reference number for our chat: Chat session ID number
    40551180. Keep this number as a record of this chat, and if you need to call our
    Voice Support team or contact us again for this same issue, please refer to this
    number.
    3:10 AM Damian : Ok...can i get a copy of the chat emailed to me please
    3:11 AM Barney: Sure. I will send it.
    3:11 AM Damian : thank you
    3:11 AM Barney: Let me know the email address to send the chat transcript.
    3:12 AM Damian : emailaddresshere
    3:12 AM Barney: Thank you for the information.
    3:13 AM Barney: Please stay on hold while I email it.
    3:14 AM Damian : sure thing



    Can't upload my image cuz I only have 3 posts


    ***UPDATE*** I went to the sprint store. Was extremely nice and explained everything to the rep. She did her job and told me you'll have to file insurance. I said I figured you'd say that and I just want to let you know I pan on escalating this till Sprint pays for it so next step is your manager. So he came over and tried the "I hate to tell you this..." line. I told him I get it..just need to let him know I plan to go over his head and asked for any advice on getting it replaced. He gave me an 866 #. Called it..guess what it was Palm (he'll be informed of his error tomorrow.)


    45 min with Palm before I realized it wasn't sprint and they couldn't do squat. The conversation went like most that they would provide me with a repair/replacement in 5-7 days or $400 "hold". They also noted that sprint has their own 1 year "warranty" and they are not aware of the specifics to what that warranty recovers they can only stand behind the Palm Warranty. Again no one is claiming this is a known issue only thing so far is that Palm will replace it with quite a bit of inconvenience.

    So....7 sprint reps later (to cut the story short) I found a rep willing to replace it. The system however would not let him.

    The good part RESOLUTION!!!! Sprint provided me credit of one month's service and I filed the insurance claim through asurian and billed it to my Sprint account. No fee to me (actually credit of $11.33). My suggestion for anyone having this problem is to request this from Sprint..it might be quicker then the 4 hours I spent. You are able to file up to 3 claims within a 12 month period. I would guess there aren't a lot of "refurbs" out there yet (may be wrong) so it will be close to new.

    My final note is that if this happens again my interactions with Sprint will not be polite. If enough people continue to have these issues I can easily see a class action suit being filed against either or both of these companies. This is really horrible customer experience.

    **UPDATE 10/1/09*** Received my replacement phone (which included a much different battery then I've seen before) and all so far looks good. Palm network was down when I went to activate and sprint's response to that was "Sorry not our fault it's palms" so I escalated this to a supervisor as well who took care of it. Sprint is really making a bad name for themselves on this one. Will post if this one cracks.
    Last edited by damiantx77; 10/01/2009 at 10:56 PM.
  9. Maferefun's Avatar
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    #689  
    Wow, after reading your chat I decided to post mine. I typically dont post but Im really irritated with this defect issue. I have also had two pre's with cracked screens and am on my third. I have been able to surmise that the issue is one of pressure from having to open the phone. My first two phones required extra pressure to open more so than my third phone. The phone I currently have, replaced on Friday, is very easy to open so I would think I would not encounter this issue again. I do think palm/sprint should have been able to figure this out by now as I just did. I am also amazed at the similarities in our chat experience. Its almost as if the palm folks have been trained to not answer the question about this being a known issue. They should just acknowledge it, do what they can to fix it and move on. All of the gamesmanship really leaves a bad taste in my mouth. At any rate I really love the phone and so despite the many lost hours trying to have them replaced and recalibrate my phone, Im still a fan. Here is my chat. Some may find it useful

    [11:32 PM] Connecting to Rescue Gateway: control.app04.logmeinrescue.com...
    [11:32 PM] Connected to Rescue Gateway. A support representative will be with you shortly.
    [11:32 PM] Chat session established with Ryan.
    [11:32 PM] Ryan says: Thank you for contacting Palm. My name is Ryan . How can I help you today?
    [11:33 PM] Anthony Smith says: Yes Ive had my pre for another two three weeks and have developed cracks in the screen yet again. THe first time I developed the exact same cracks and it was replaced by sprint. Is this a known problem with the pre.
    [11:34 PM] Ryan says: I understand that screen of your Pre is cracked for the second time.
    [11:34 PM] Anthony Smith says: Yes in the exact same manner for no apparent reason ie i did not drop or hit it in any manner and it is always in a protective case
    [11:34 PM] Ryan says: That sounds annoying. I should be able to help you.
    [11:35 PM] Anthony Smith says: Yes because I have no ability to swipe or read texts or get to address book etc. Functionality is severely limited
    [11:36 PM] Ryan says: Did you contact the Sprint and report the same?
    [11:37 PM] Ryan says: Are we connected?
    [11:39 PM] Anthony Smith says: sorry i did not see your responses
    [11:40 PM] Ryan says: Not a problem.
    [11:40 PM] Ryan says: Did you contact the Sprint and report the same?
    [11:40 PM] Anthony Smith says: I did go to two sprint stores today before doing my own investigation
    [11:40 PM] Ryan says: Okay.
    [11:41 PM] Anthony Smith says: The first said I needed to contact asurion to replace as it was my fault. They did not believe that i had not dropped it which I guess is reasonable. How could I prove otherwise.
    [11:41 PM] Ryan says: I trust you.
    [11:41 PM] Ryan says: This is not your fault.
    [11:41 PM] Anthony Smith says: The second said I should take it back to the original store as they have technicians who could trade it out again. While driving to that store I also had called sprint and the woman said based on my account they should be able to switch it out no problem
    [11:42 PM] Anthony Smith says: I just dont want to get to the store and have to try and convince them and waste another hour of my time over an issue that is an obvious problem
    [11:43 PM] Anthony Smith says: WHen i did a search online I found there are many other customers who have had a similar experience with spider web cracking on their phones from the button with no apparent reason for it happening
    [11:43 PM] Ryan says: I understand your situation.
    [11:43 PM] Anthony Smith says: Assured me Im not crazy and provided proof that there is indeed a problem. Is palm doing anything to rectify this and how should I proceed.
    [11:43 PM] Anthony Smith says: One person suggested it might be due to pressure from opening or pressing the button too hard
    [11:44 PM] Ryan says: Yes, you can send it back to palm to get it replaced/repaired.
    [11:44 PM] Anthony Smith says: Not sure I do this but two times with the exact same problem seems a bit excessiv to me
    [11:45 PM] Ryan says: I will process a service Order for you.
    [11:45 PM] Ryan says: I need to create a service repair order (SRO) for this issue.
    [11:45 PM] Anthony Smith says: So is there a cause for this because again I need my phone and cant afford to keep going through this. I really really like the phone but cant be without access as I rely on it for my business and emergencies
    [11:45 PM] Ryan says: Can I ask you to provide the following information:
    [11:45 PM] Ryan says:
    • First and last name
    • Primary phone number
    • Secondary phone number, if any
    • Primary email address
    • Street address, city, state, country, and zip code
    • Do you want to receive promotional email from Palm?
    • Device serial number
    • Country where you purchased your device
    • Place of purchase (Ex: Palm store, wireless service provider store, retail store, online
    store, e-Bay/Amazon)
    • Purchase date
    • Wireless service provider (Ex: Sprint, Bell Mobility, and Telefonica)

    [11:46 PM] Anthony Smith says: So you dont want me to try and swap it at the sprint store first
    [11:46 PM] Ryan says: Well, you can try that as well.
    [11:46 PM] Ryan says: That would be fast.
    [11:46 PM] Ryan says: You have two options here.
    [11:47 PM] Ryan says: Either to get in touch with the sprint store .
    [11:47 PM] Ryan says: Or to send it to palm for replacement/repair.
    [11:47 PM] Ryan says: How would you like to proceed today?
    [11:48 PM] Anthony Smith says: Well Ill go to the sprint store first as that would probably be the fastest. What is the turnaround if I send it in
    [11:48 PM] Ryan says: Once we receive your device you can get it back with in 5-6 business days.
    [11:49 PM] Anthony Smith says: I am correct in that with my new phone all of the information will be updated so that it appears exactly as it was with programs etc
    [11:49 PM] Ryan says: I will do one thing...
    [11:49 PM] Ryan says: I will save this chat session to the server and provide you the chat session ID.
    [11:49 PM] Anthony Smith says: ok that would be helpful
    [11:49 PM] Ryan says: So that if you need to contact us for the same issue you can continue form here .
    [11:50 PM] Anthony Smith says: ok
    [11:50 PM] Ryan says: Here’s the reference number for our chat: Chat session ID number 40267844 Keep this number as a record of this chat, and if you contact us again for this same issue, please refer to this number.
    [11:50 PM] Anthony Smith says: ok
    [11:51 PM] Ryan says: I believe the above provided information will help you.
    [11:51 PM] Ryan says: Can I be of any other help?
    [11:51 PM] Anthony Smith says: yes
    [11:51 PM] Ryan says: Please go ahead.
    [11:52 PM] Ryan says: I will be glad to assist you.
    [11:52 PM] Anthony Smith says: the question of if palm recognizes this as an form issue and what I could do to avoid it moving forward
    [11:54 PM] Ryan says: Well, I suggest you to use a pouch/case .
    [11:54 PM] Anthony Smith says: I have a case
    [11:55 PM] Ryan says: This will protect your device from cracks.
    [11:55 PM] Ryan says: Do not over charge it.
    [11:55 PM] Anthony Smith says: A very expensive Bellagio
    [11:56 PM] Ryan says: It is always suggested use palm branded pouch or case.
    [11:56 PM] Anthony Smith says: any shortcuts to move up or down using the keyboard until Im able to get to the sprint store
    [11:57 PM] Ryan says: Could you please be more specific?
    [11:57 PM] Anthony Smith says: The Bellagio case provides much better protection than the palm pouch but ok
    [11:58 PM] Anthony Smith says: Because of the crack in the screen I am unable to swipe or move through contacts. I can pull up a number and hit enter and it will dial but I cannot cycle through anything so unless I can put in the letters to pull it directly it wont work. Especially if there are several things that have the same initials
    [11:58 PM] Ryan says: Okay, I got it.
    [11:59 PM] Anthony Smith says: I can us the keyboard ok though so thought there might be some shortcut that would allow for this.
    [11:59 PM] Ryan says: If you wish to open the calender...
    [11:59 PM] Ryan says: Press C on the calender this will list all the applications starts with C.
    [12:00 AM] Ryan says: I am sorry for typo.
    [12:00 AM] Ryan says: Press C on the keyboard this will list all the applications starts with C.
    [12:00 AM] Ryan says: If you wish to open web application press W on the keypad of the device.
    [12:00 AM] Ryan says: And so on.
    [12:01 AM] Anthony Smith says: yes but when I put in c 9 diff things come up how do I pick the 3rd one
    [12:01 AM] Anthony Smith says: It defaults to the first one ok but I need to get to ones other than that and swipe does not work
    [12:02 AM] Ryan says: I understand that.
    [12:04 AM] Ryan says: I am sorry again you have to use the touch screen to open the particular application.
    [12:05 AM] Ryan says: We can open any application on the device by only tapping on that.
    [12:06 AM] Anthony Smith says: ok what about my info being backed up. Is there a way i can access the text messages I have received by connecting it to a computer.
    [12:06 AM] Anthony Smith says: Or will these messages show up automatically on my new phone along with all my programs ive downloaded
    [12:07 AM] Ryan says: I am sorry, it is not possible to access the text messages on the computer .
    [12:08 AM] Ryan says: As they are not backed up you cannot get them to the new device.
    [12:08 AM] Anthony Smith says: is there a way to back them up
    [12:09 AM] Ryan says: I am sorry, it is not possible.
    [12:10 AM] Anthony Smith says: ok then i guess thats it
    [12:11 AM] Ryan says: Thank you so much for understanding and patience.
    [12:11 AM] Ryan says: Have I addressed all of your concerns?
    [12:11 AM] Anthony Smith says: yes
    [12:12 AM] Ryan says: If you want to send your device to palm for repair please get back to us with the chat session ID that I have provided you.
    [12:12 AM] Ryan says: Chat support is open round the clock to help you.
    [12:12 AM] Ryan says: Thank you for contacting Palm and feel free to contact us for further assistance.
    [12:12 AM] Ryan says: Take care!
    [12:12 AM] Ryan says: Bye!
  10. Maferefun's Avatar
    Posts
    4 Posts
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    8 Global Posts
    #690  
    Here is my chat for same issue
    [11:32 PM] Connecting to Rescue Gateway: control.app04.logmeinrescue.com...
    [11:32 PM] Connected to Rescue Gateway. A support representative will be with you shortly.
    [11:32 PM] Chat session established with Ryan.
    [11:32 PM] Ryan says: Thank you for contacting Palm. My name is Ryan . How can I help you today?
    [11:33 PM] Anthony Smith says: Yes Ive had my pre for another two three weeks and have developed cracks in the screen yet again. THe first time I developed the exact same cracks and it was replaced by sprint. Is this a known problem with the pre.
    [11:34 PM] Ryan says: I understand that screen of your Pre is cracked for the second time.
    [11:34 PM] Anthony Smith says: Yes in the exact same manner for no apparent reason ie i did not drop or hit it in any manner and it is always in a protective case
    [11:34 PM] Ryan says: That sounds annoying. I should be able to help you.
    [11:35 PM] Anthony Smith says: Yes because I have no ability to swipe or read texts or get to address book etc. Functionality is severely limited
    [11:36 PM] Ryan says: Did you contact the Sprint and report the same?
    [11:37 PM] Ryan says: Are we connected?
    [11:39 PM] Anthony Smith says: sorry i did not see your responses
    [11:40 PM] Ryan says: Not a problem.
    [11:40 PM] Ryan says: Did you contact the Sprint and report the same?
    [11:40 PM] Anthony Smith says: I did go to two sprint stores today before doing my own investigation
    [11:40 PM] Ryan says: Okay.
    [11:41 PM] Anthony Smith says: The first said I needed to contact asurion to replace as it was my fault. They did not believe that i had not dropped it which I guess is reasonable. How could I prove otherwise.
    [11:41 PM] Ryan says: I trust you.
    [11:41 PM] Ryan says: This is not your fault.
    [11:41 PM] Anthony Smith says: The second said I should take it back to the original store as they have technicians who could trade it out again. While driving to that store I also had called sprint and the woman said based on my account they should be able to switch it out no problem
    [11:42 PM] Anthony Smith says: I just dont want to get to the store and have to try and convince them and waste another hour of my time over an issue that is an obvious problem
    [11:43 PM] Anthony Smith says: WHen i did a search online I found there are many other customers who have had a similar experience with spider web cracking on their phones from the button with no apparent reason for it happening
    [11:43 PM] Ryan says: I understand your situation.
    [11:43 PM] Anthony Smith says: Assured me Im not crazy and provided proof that there is indeed a problem. Is palm doing anything to rectify this and how should I proceed.
    [11:43 PM] Anthony Smith says: One person suggested it might be due to pressure from opening or pressing the button too hard
    [11:44 PM] Ryan says: Yes, you can send it back to palm to get it replaced/repaired.
    [11:44 PM] Anthony Smith says: Not sure I do this but two times with the exact same problem seems a bit excessiv to me
    [11:45 PM] Ryan says: I will process a service Order for you.
    [11:45 PM] Ryan says: I need to create a service repair order (SRO) for this issue.
    [11:45 PM] Anthony Smith says: So is there a cause for this because again I need my phone and cant afford to keep going through this. I really really like the phone but cant be without access as I rely on it for my business and emergencies
    [11:45 PM] Ryan says: Can I ask you to provide the following information:
    [11:45 PM] Ryan says:
    • First and last name
    • Primary phone number
    • Secondary phone number, if any
    • Primary email address
    • Street address, city, state, country, and zip code
    • Do you want to receive promotional email from Palm?
    • Device serial number
    • Country where you purchased your device
    • Place of purchase (Ex: Palm store, wireless service provider store, retail store, online
    store, e-Bay/Amazon)
    • Purchase date
    • Wireless service provider (Ex: Sprint, Bell Mobility, and Telefonica)

    [11:46 PM] Anthony Smith says: So you dont want me to try and swap it at the sprint store first
    [11:46 PM] Ryan says: Well, you can try that as well.
    [11:46 PM] Ryan says: That would be fast.
    [11:46 PM] Ryan says: You have two options here.
    [11:47 PM] Ryan says: Either to get in touch with the sprint store .
    [11:47 PM] Ryan says: Or to send it to palm for replacement/repair.
    [11:47 PM] Ryan says: How would you like to proceed today?
    [11:48 PM] Anthony Smith says: Well Ill go to the sprint store first as that would probably be the fastest. What is the turnaround if I send it in
    [11:48 PM] Ryan says: Once we receive your device you can get it back with in 5-6 business days.
    [11:49 PM] Anthony Smith says: I am correct in that with my new phone all of the information will be updated so that it appears exactly as it was with programs etc
    [11:49 PM] Ryan says: I will do one thing...
    [11:49 PM] Ryan says: I will save this chat session to the server and provide you the chat session ID.
    [11:49 PM] Anthony Smith says: ok that would be helpful
    [11:49 PM] Ryan says: So that if you need to contact us for the same issue you can continue form here .
    [11:50 PM] Anthony Smith says: ok
    [11:50 PM] Ryan says: Here’s the reference number for our chat: Chat session ID number 40267844 Keep this number as a record of this chat, and if you contact us again for this same issue, please refer to this number.
    [11:50 PM] Anthony Smith says: ok
    [11:51 PM] Ryan says: I believe the above provided information will help you.
    [11:51 PM] Ryan says: Can I be of any other help?
    [11:51 PM] Anthony Smith says: yes
    [11:51 PM] Ryan says: Please go ahead.
    [11:52 PM] Ryan says: I will be glad to assist you.
    [11:52 PM] Anthony Smith says: the question of if palm recognizes this as an form issue and what I could do to avoid it moving forward
    [11:54 PM] Ryan says: Well, I suggest you to use a pouch/case .
    [11:54 PM] Anthony Smith says: I have a case
    [11:55 PM] Ryan says: This will protect your device from cracks.
    [11:55 PM] Ryan says: Do not over charge it.
    [11:55 PM] Anthony Smith says: A very expensive Bellagio
    [11:56 PM] Ryan says: It is always suggested use palm branded pouch or case.
    [11:56 PM] Anthony Smith says: any shortcuts to move up or down using the keyboard until Im able to get to the sprint store
    [11:57 PM] Ryan says: Could you please be more specific?
    [11:57 PM] Anthony Smith says: The Bellagio case provides much better protection than the palm pouch but ok
    [11:58 PM] Anthony Smith says: Because of the crack in the screen I am unable to swipe or move through contacts. I can pull up a number and hit enter and it will dial but I cannot cycle through anything so unless I can put in the letters to pull it directly it wont work. Especially if there are several things that have the same initials
    [11:58 PM] Ryan says: Okay, I got it.
    [11:59 PM] Anthony Smith says: I can us the keyboard ok though so thought there might be some shortcut that would allow for this.
    [11:59 PM] Ryan says: If you wish to open the calender...
    [11:59 PM] Ryan says: Press C on the calender this will list all the applications starts with C.
    [12:00 AM] Ryan says: I am sorry for typo.
    [12:00 AM] Ryan says: Press C on the keyboard this will list all the applications starts with C.
    [12:00 AM] Ryan says: If you wish to open web application press W on the keypad of the device.
    [12:00 AM] Ryan says: And so on.
    [12:01 AM] Anthony Smith says: yes but when I put in c 9 diff things come up how do I pick the 3rd one
    [12:01 AM] Anthony Smith says: It defaults to the first one ok but I need to get to ones other than that and swipe does not work
    [12:02 AM] Ryan says: I understand that.
    [12:04 AM] Ryan says: I am sorry again you have to use the touch screen to open the particular application.
    [12:05 AM] Ryan says: We can open any application on the device by only tapping on that.
    [12:06 AM] Anthony Smith says: ok what about my info being backed up. Is there a way i can access the text messages I have received by connecting it to a computer.
    [12:06 AM] Anthony Smith says: Or will these messages show up automatically on my new phone along with all my programs ive downloaded
    [12:07 AM] Ryan says: I am sorry, it is not possible to access the text messages on the computer .
    [12:08 AM] Ryan says: As they are not backed up you cannot get them to the new device.
    [12:08 AM] Anthony Smith says: is there a way to back them up
    [12:09 AM] Ryan says: I am sorry, it is not possible.
    [12:10 AM] Anthony Smith says: ok then i guess thats it
    [12:11 AM] Ryan says: Thank you so much for understanding and patience.
    [12:11 AM] Ryan says: Have I addressed all of your concerns?
    [12:11 AM] Anthony Smith says: yes
    [12:12 AM] Ryan says: If you want to send your device to palm for repair please get back to us with the chat session ID that I have provided you.
    [12:12 AM] Ryan says: Chat support is open round the clock to help you.
    [12:12 AM] Ryan says: Thank you for contacting Palm and feel free to contact us for further assistance.
    [12:12 AM] Ryan says: Take care!
    [12:12 AM] Ryan says: Bye!
  11. #691  
    I went with the advance exchange option with Palm. They are sending me a refurb. I'll let everyone know how it turns out.

    BTW Judging from the survey on here, it looks as if more and more of these bad screens are emerging. I hope for Palm's sake it was just a bad build and is not an engineering issue that will eventually effect a large majority of the Pres

    Bob
    Last edited by Bob LeBlah; 09/30/2009 at 01:05 PM. Reason: added comment
  12. #692  
    Hello everyone. my name is jon and i am a proud owner of the palm pre. i work for Best buy Mobile ( the cell phone department) and i bought the phone at best buy. i see this all the time when people come in with there phones cracked. luckly they purchased best buys protection 9.99 a month and no deductable, we will cover everything except lost or stollen. anyways if u bought it through us with the protection we would replace it right there on the spot with a brand new one. And i have to say that i throw my phone around and dropped it from 3+ feet on hard surfaces and no cracks.. just thought i would share my .02
  13. #693  
    Quote Originally Posted by 2wild4u View Post
    And i have to say that i throw my phone around and dropped it from 3+ feet on hard surfaces and no cracks.. just thought i would share my .02
    I think your anecdote helps prove the point that this issue is NOT from customers dropping or mis-treating the phone. It is indicative of an engineering/manufacturing defect.
  14. #694  
    Quick update. Bad news... the keyboard didn't work in the refurb they sent me. On the bright side, Palm is now sending me a brand new pre. I also couldn't get my palm profile to sync (I was going to keep using my cracked-screen pre, but lost the data on that, too) So now I'm back on my treo 650. I'm hoping only temporarily. But only time will tell--stay tuned.......
  15. #695  
    I got my Pre Wednesday, noticed the cracks yesterday, brought it to my sprint store this morning, and they looked it up in their system and saw a product advisory. Perhaps this is localized to my area only, or perhaps it is finally in their network. Anyway, they swapped me out for a brand new one free of charge without issue and it works perfectly. I love this phone

    Arnold, MO is where I got it.
  16. #696  
    cracked last night, called Assurion, have to wait til tomorrow for the new one to come in
  17. #697  
    ha same thing happened to me
  18. #698  
    Well, My third Pre was the charm. After the first screen cracked and the refurb replacement keyboard didn't work, Palm sent me a brand new Pre. Everything seems to be fine with this one (and the build quality seems better than my first one.) However I'm still having problems with my palm profile. I had to manually enter all of the email settings, etc. in order to get back up and running. Luckily I had my contacts stored on google. It really makes me miss hotsync....A LOT. I had several palms the last of which was a treo 650 and each time I got a new one, I would just hot sync and everything was there. I guess thats the idea with palm profile, but it falls way short IMO.

    Anyway, I hope Sprint gets on the ball with this as the cracked screens appear to be on the rise. But in the mean time, I would recommend dealing directly with Palm.

    Good Luck,
    Bob
  19. eli783's Avatar
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    #699  
    I got mine replaced after going to FOUR different corporate stores here in NYC.
    The store manager at the last store I tried said that it wasn't on the list of known problems with sprint. But since he was indeed a Pre user, he has seen the problem posted on forums on the net. So he ordered me a replacement, which came 3 days later. Exchange was done and that's that. Great saving $100 even though I broke the screen on El Toro at Six Flags.
  20. #700  
    bought my phone the day it came out, so i've had it over four months.
    yesterday i broke my screen. a single vertical crack extending from the button up and just left of center.
    uninstalled all of my tweaks and the virtual keyboard. then took off my BSE skin.
    after consulting this thread, i went to the sprint store today, and said that my screen cracked (without even explaining how it broke). after looking at it for a few seconds, they said they would order me a replacement. i hadn't even asked for a replacement or anything. they said that since it was in such good condition (thanks BSE), they would just order a replacement. only after they offered this did i ask if they heard about cracks emanating from the button, and they said no.
    they gave me an order number (not sure if it will be new, or a refurb, but keeping my fingers crossed). the technician took it back to open and make sure there's no water damage and then gave it back to me. hope i'll have the replacement in hand on tuesday!

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