Last month, we shared the sad story of how our brand-new Google Nexus One went from Crave fave to purple nurple, with a cracked screen that scarred its beautiful AMOLED screen forever.
We took our Nexus One to HTC support -- under encouragement from Google -- and it promised to investigate fully. Now the results are in, and HTC tells us it couldn't find anything that could have caused a crack while the phone wasn't being handled.
"We're as mystified as you are," said a representative from HTC technical support.
HTC said that broken screens are quite common, but it had never heard of a screen cracking while quietly sitting on a desk. Unfortunately, we didn't have a camera trained on the phone when it happened, so we can't say for sure that it wasn't damaged by a low-flying bird or one of our many inter-office enemies.
"Putting a phone in a tight pair of jeans and sitting down would usually cause the kind of damage," suggested our support guy. He agreed that it's possible that a small crack could spread over time, like a ding in a car window.
HTC support told us that a common cause of cracked screens is "putting it in handbags and getting knocked around by keys, because it's not in the pouch." The Nexus One comes with a neoprene case included in the box.
HTC told us that the cost for repairing a cracked screen like ours would be around £180, including parts, labour, shipping and VAT.
If you've got the same problem, our top tip is to think hard about how it got broken -- within the bounds of truthiness, of course. HTC support says it will ask you whether you've carried the phone in a pocket or kept it out of its case.
Despite Google bragging about testing the Nexus One with some aggressive poking and dropping, as seen in recent behind-the-scenes video, we got the message that this phone is too high-strung to survive in common phone environments. "People sometimes forget that they don't go in pockets," said HTC.
We don't remember reading that warning on the box, but we've got a new Nexus One (courtesy of HTC) and we won't be coddling it -- we treat all our mobile phones equally. Stay tuned to find out if this one lasts longer in our dangerous trousers.
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Comments 14
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Anonymous 26 July, 2010 11:42
The screen on my Nexus One recently shattered too. This occurred while it was in its sleeve - in my trouser pocket. As far as I'm aware the phone didn't come into contact with any undue physical force. HTC support are dragging their feet getting back to me about some questions I have about getting it repaired -- not a happy HTC customer.
Anonymous 30 July, 2010 11:56
Hello...there seems to be a Mr KnowItAll here...
you know absolutely nothing about what ur talking about...these people have a problem...I just experienced it myself...I always take good care of my electronics...i had it in cover...
The phone looks like new...it was working in morning...put it in my shirt pocket...1 hour later...I took it out...and display was black with only a little in the middle of display. Later that day I looked at it kind of from the side...and by coincidence I saw a tiny crack starting left side (around the middle) maybe 1cm long...then i discovered that as the day progessed and into the next day...the crack were 'running' futher down the LCD slowly until it finally settled in the bottom right corner.
This is my first HTC Smartphone...and I hope this is not something that is normal for HTC or Im done with them if they dont fix it on warranty...seems to me that maybe they have made things too tight inside...
I mean the phone is 2 month old...I can prove that mine looks like new...photos shows it!
anonymous 4 August, 2010 14:58
Same here called HTC support and offcourse I have to pay for the fix myself. start price between 100-200 euro. I can however try to escalate it in hopes of a repair under warrenty.
My phone was on my desk and I just checked my gmail and a crack started from the bottom part of the screen to the top and made 5-8 extra cracks and now totally purple.
Anonymous 29 September, 2010 17:23
my son aquired a htc desire and on the same day whilst in his pocket the screen cracked so this is obviously a weekness on the handset and they should either inform people on the box or when the collect there screen in store. This phone was less than 5 hours old and obviously there is a severe weakness with the handset, hoping they will repair the phone free of charge because he was devastated,
Anonymous 26 December, 2010 17:13
Hello there, I have taken my HTC desire phone to make a call at around 3:30 pm today 26/dec/2010. I just realised nothing turns up and the screen is blank, as i could see a triangle CRACK in the bottom right of the display. The outside of the phone was in a perfect condition and no scratches or anything (as i am using a cover to shield the phone). My HTC desire was purchased in oct 7' 2010. I just found that the LED issue causes the display screen to CRACK the panel. I have enquired the handset supplier and they advised me to take to the nearest store for getting this repaired. The phone has an insurance cover and hope the insurance will cover the damage in case if the handset is sent for repair. fingers crossed as i cant use this handset and its lying dumb.
Anonymous 20 January, 2011 09:54
I agree completely with the people who's phone cracked. Bought an HTC Desire for Christmas. Two days later the internal LCD screen cracked. There was no pressure on it. Two weeks later the same thing happened again. I would not recommend buying this phone there is obviously a problem. And yes, the phone did not have undue pressure applied to it.
Anonymous 15 March, 2011 09:50
my htc desire fell down from the pockte and the glass screen got cracked, but the phone is working fine, can i replace my front screen and what is the cost going to be.
Anonymous 6 May, 2011 11:44
Well sorry to say that I must add myself to the list of HTC desire owners with a mysterious crack.
Happened in my hand as I did a reboot. The phone was fine before, then after a crack. HTC graciously say that they arent accusing me of dropping the phone or anything but that it is simply a "out of warrenty repair". Really dont get it. They simply mean that it is expenisve to fix so they dont want to cover it, I think. Under UK consumer law a product must be fit for purpose. A mobile phone that develops a broken lcd under "normal handling" for a phone is not "fit for purpose" and as a consumer I have a right to have the phone repaired or replaced. Lets see.
Anonymous 23 May, 2011 13:21
My Nexus 1 was in the dedicated google nexus 1 car dock in the company van. I had travelled approx 15mins in van to collect supplies from merchants. The phone had not really had time to get that hot, which it does if left in holder for long journeys, and I was in merchants for approx. 30 mins. On driving down road after returning I noticed a line on the screen. I pulled into next layby after rubbing screen, to no avail, and realised it was a crack. The van was locked, it wasn't in direct sunlight and it wasn't even a sunny day?
HTC have had 4ne for over 6 wks and were/are having problems at repair centre. They have now informed me that the 4ne is scheduled to be returned on 27/05/2011 and I will not be charged because of the hassle in resolving the issue, although they were hinting that any repairs 'that were outside of the scope of the manufacturers warranty' would have normally have been chargable?! I sent a cover letter with details, also asking what would they do if it happened again? If its happened once why shouldn't it happen again? I await with bated breath! I must also say that the majority of customer services reps were very apologetic and it is why I have remained calm until now. We will see?
Anonymous 29 July, 2011 17:50
For all the "nay-sayers"... glad it's never happened to you, but it does happen. Although my phone is the htc sensation - my screen cracked. A clean, diagonal split. This phone is about a month old. Never in my pocket, never had been dropped. Never mishandled in any way - and one afternoon, a big crack shows up. Very disappointing. HTC does not stand behind their products!
anonymous 22 March, 2012 19:10
Had my htc desire for 4 months now and now my LCD screen has cracked for the fourth time now,. FOUR SCREENS!! Not dropped mishandled or anything like that. Twice the screen cracked just sitting on table or on car seat once in the pocket. Two times happened same day as the repair. Def something wrong wih these phones.
anonymous 19 August, 2012 02:37
My Nokia lumia 800 has that in left side screen its turned purple and blue and getting bigger only month old never been droped I do not no what's after happening
anonymous 18 January, 2013 18:07
My Son's HTC Desire C's LCD suddenly cracked yesterday - in it's case - not dropped or impacted in any way. He's had it for just over 1 month. (I looked over the phone myself - casing, glass, etc. are all in perfect condition.
I'll be taking it in today to see what can be done.
tobermoryboy 9 February, 2013 12:05
My Daughters Nexus 7 has just cracked, whilst we watched and photographed it in our computer business. It started whilst she had it on the desk re-charging...
This is the same Nexus that had a warranty issue (http://www.cbits.co.uk/ourblog/?p=166), so I don't know what EBuyer/Asus will say to this but I'm not hopeful (Why does it always happen on a Saturday morning??)
Our Engineer had the same thing happen to his iPad 6 months ago. Apple said it was impossible and he must have dropped it, in the end he let them off the hook and agreed to pay £80 for a "warranty replacement"
My belief is that it’s to do with the device overheating (Particularly when being charged), and is a problem similar to the many devices which have “caught fire” or exploded, probably to to with the battery ?, but certainly it seems to go across many devices and is clearly being denied by the Manufacturers!)