Vodafone Smart Platinum 7 spontaneous glass crack

[The_Neviller]

So, last night my Vodafone Smart Platinum 7 back glass just cracked without any external force or dropping of any kind. I had it on charge for a while, and then took it off. It felt a bit warm but nothing out of the usual. I carried it outside to go for a cigarette, where it was cold, and without it hitting anything, being dropped it anything that you'd expect to cause damage, I heard it crack while it was in my hand. I looked around it and there's a hairline crack running down the middle of the back glass, from the fingerprint scanner right down to the bottom of the glass.

Anyone ever experienced this? Any of the Vodafone advisers able to help me? I assume this is covered by warranty since it isn't accidental damage?

[BandOfBrothers]

Hi,

For phones purchased from Vodafone they apply a 24 month manufacturing warranty with the exception being 12 month on an iPhone. 

The difficulty your going to face is you proving this isn't user caused. 

Vodafone can send it off to their repair centre but be prepared for a cost to carry any repair out. 

Alternatives would be any Home Content Insurance but that would incur an excess charge and a possible raise in premiums when the insurance is renewed. 

Some Banks offer mobile phone cover as a perk of the account. 

T&C and excess fees would again need to be checked. 

[The_Neviller]

Your answer is a bit concerning. Why would I have to pay for a repair of a phone that cracked without anything happening to it? And why would I have to go through external insurance policies?

The phone glass cracked in my hand, while I was holding it. Why wouldn't that be covered under warranty? The crack appears to be on the inside of the glass, as in, when running my finger over it you can't feel any crack or damaged edges.

[BandOfBrothers]

My answer or advice isn't meant or intended to concern you. 

Please do approach your most local Vodafone Highstreet Store and they'll advise you officially. 

I mention other avenues in case they become required as alternatives. 

[The_Neviller]

Do you work for Vodafone? I was hoping an official Vodafone adviser would be available to give me advice in how to raise this.

If you're a Vodafone adviser, do you advise to just take it into the store I bough it and see what they say?

Thanks in advance.

[BandOfBrothers]

I'm a customer like you.  

Your posting on a Customer Community eforum.

The forum is owned and also monitored by Vodafone U.K. We have members of the Vodafone Tech Team who are available to respond and Help where they can. They have the Vodafone logo next to their name so You know they are officially from Vodafone.
 
All posts are read by them.

You would probably be advised to take it to a Vodafone Highstreet Store where they would assess the phone, check its warranty status and most probably arrange to have it sent off. 

Perform a back up as they may factory reset it which wipes the phone of your saved data. 

"Also make sure when sending your device for repair that you keep hold of your SIM. You also shouldn't send your memory cards, battery and/or back cover (if they're removable) - if these are included with your phone when it goes for repair we can't guarantee their return."

[The_Neviller]

Ah ok, thanks for the help then. I just assumed you were a member of the Vodafone team!

Any idea how I could get one of the official Vodafone tech team/advisers to respond and give me advice?

[BandOfBrothers]

You're welcome. 

They read every post and do get round to engaging with people as fast as they can. 

[BandOfBrothers]

Official advice from Vodafone. 

Repairing-a-faulty-phone-or-device Link.

[The_Neviller]

I'm not sure where I stand with this, based on that link, since technically it's physical damage, but physical date not caused by me or anyone else, and not accidental damage.