yashsingh1/xdaforums huggingface dataset:
[One (M7) General] dirtyhamster73:
Question for those with their lens cracked without knowing how it happened (which is pretty much everyone)....I've noticed that when I clean my screen (holding the phone in my left, cleaning with right) that my index finger is resting on the lens, without even realizing it. Just curious to know if anyone was cleaning their screen before noticing the crack?

I now have to be aware of where my index is while cleaning, I can see how the lens could crack with my finger pressing up against it.
[One (M7) General] djkinetic:
Anyone know if any case manufactures make a case with the camera lense covered/not exposed, sorta like a case with lense cover...that be pretty useful right about now.
[One (M7) General] EricRKnudson:
I've been looking for this as well. As for the comment on the other guys 'rant' you probably won't see it from our point of view until your own lens breaks undue to your own mistreatment. I realize that to those whose phones are intact, this probably seems farfetched and I have no way of proving that I did not abuse the device to you. My main gripe here is that not only is HTC wanting to acknowledge the problem, but if anyone's experience was like mine they are doing their best to discourage you from opening a repair ticket. Funny that I have now spoken with three different reps and each one has made no attempt to document the damage. No wonder it's the first they're hearing of it, no one is writing it down.
[One (M7) General] Dark Jedi:
No the problem is none of you will send in your phone to be evaluated. so how can they document anything if you refuse to take the next step.
[One (M7) General] EricRKnudson:
Catch 22, I have to have mine round the clock for work and don't really want to drop the money to buy a temporary replacement just so that HTC can say it's my fault without reviewing the defect, and then bill me anyway. Dark Jedi, why are you still participating in this conversation?
[One (M7) General] Dark Jedi:
No its not a catch 22 that's your choice. Last I checked this was an open forum where anyone can comment on any thread freely and openly

Edit:

So I guess even if HTC would do a free repair you wouldn't be able to send in your phone as you need it so badly for work.
[One (M7) General] renehd2:
What "focus lost problem you are talking about??
[One (M7) General] EricRKnudson:
If I could get someone from HTC to open their mind to the idea of a design flaw, I would gladly pick up a cheap phone to get by for a few weeks, I just don't think any of us bought the phone expecting a financial burden like that. $600 for the device, plus a second phone and repairs is a little much. Maybe I'll stick it out a few weeks and wait to see if other cases of damage start coming in. The bottom line being that if I felt responsible for the damage I would of course absorb the repair cost but considering the circumstances I don't feel at fault.
[One (M7) General] Dark Jedi:
But until people like you send in the phones for them to look at. what are they suppose to do take y'all word that its a design flaw? You all call them saying its not your fault and a design flaw. Then when they say send it in and tell their typical disclaimer that if they deem the damage is your fault then any repairs done you have to pay. Then you all say no I'm not sending it in. What does that tell the person on the other line? Most likely they damaged their phone and looking for a free repair. So if there is no repair ticket how are they suppose to track people calling in. How are they suppose to find a possible flaw if no one sends in the damaged phone? So see you expect HTC to do everything but at the same time you tie their hands. So everyone is surprised that they ignore the calls and make no record of a report from someone who claims design flaw but won't send in the phone.

So until you agree to send the phones in to find this flaw. All you are doing is wasting yours and HTC time.
[One (M7) General] crzykiller:
How the hell did you guys crack your camera glass Covers????????????? i droped mine 1.5 meters straight down on asphalt on the backside where the camera is and its fine. :)
[One (M7) General] EricRKnudson:
I can see that perspective, each rep I've dealt with so far has been adverse to even opening a repair ticket and instead of giving me a ref numbed just directed me to navigate it myself through HTC.com. it's hard to swallow the additional cost but I feel like I have no choice other than an insurance claim so I guess I will bite the Bullet and send it in.

---------- Post added at 12:33 AM ---------- Previous post was at 12:24 AM ----------

I know there's a lot of content to this thread but the consensus among most of us is that no form of abuse led to the break and it's a potential build quality issue as the OP stated.
[One (M7) General] gustav30:
Is anyone repeatedly talking about this issue in social networks? HTC's facebook and Twitter pages? Creating a hashtag and tweeting it a few tines a day? Everyone who has been affected? How bout reaching out to a popular android blog and see if an article can be written about it? I know C. Chavez over at www.phandroid.com has like 2 HTC Ones. can't hurt. Sometimes a blog post on a popular site like that can get a company's attention to keep their image clean. Also other sites like to pick up articles. If it got to engadget I don't think HTC could ignore it.

Can't hurt to try....
[One (M7) General] Dark Jedi:
And what would HTC reply be? Not one single person has sent their phone in to be evaluated? See what I am getting at. Its best to get your ducks in a row before going off half cocked.
[One (M7) General] dirtyhamster73:
I thought I read that a few people here did in fact send in their phones to htc and htc charged them for the repairs stating it was their fault? Could be wrong but I could have sworn I've read that from a few people here. Going by the pics posted I can't see how it's the users fault, there are no scratches, dents, dings, nothing that shows they dropped it.
[One (M7) General] Wilsonium:
In fact, I did send my phone in. At first it was treated like a warranty repair, they sent me a prepaid FedEx label to send my phone in. However, once they had it in their hands they treated it like abuse in spite of the fact that 1) it was otherwise in pristine condition and 2) less than 2 weeks old when the cracks appeared. I never dropped the phone nor did I carry it around in my pocket since it's essentially a 2nd phone for me. My repair bill was $90 and the phone came back in worse condition with tool marks on the back cover and new gaps between the back cover and the white plastic ring as well as a tinny kazoo sound when it vibrates.

Tragically, the phone sits in the car cradle on my desk 99% of the time as I'm not 100% confident it's a sturdy phone and may turn out to be too delicate for daily use.
[One (M7) General] Dark Jedi:
Why does there have to be scratches,dings,dent and so on to say something broke due to negligence? I have seen pictures of phones with cracked screens but with no marks anywhere on the entire phone. Carpet can be very forgiving.
[One (M7) General] dirtyhamster73:
So you're saying that a phone can drop on carpet and the screen can crack? Yet "carpet can be very forgiving"?

I must be super lucky then..
[One (M7) General] EricRKnudson:
Any product that costs $600 and is made for daily use should have a degree of durability to it. I get an aluminum case not being damaged by the amount of force that would break glass, but am suspicious of glass that should be more durable breaking from an immaterial level of stress.
[One (M7) General] dirtyhamster73:
Wow....did you tell them about the damage? Although I'm not sure they would care. My Htc sensation was sent to them 4 times for dust under the screen and each time it came back I would get dust again in a matter of weeks. It took A LOT of going back and forth with them and several bad surveys for them to finally fix the issue, they gave me a new phone. So I can only imagine what you guys are going through with this camera lens issue. Hence why I am paranoid about it happening to me. Sorry about your phone :(
[One (M7) General] Dark Jedi:
You just don't get it. Your screen can crack from the fall but the carpet can keep it from getting any dents,scratches, gouges and so on
[One (M7) General] dirtyhamster73:
Listen, I'm not going back and forth with you about this but I've dropped my phones on carpet PLENTY of times, no cracked screens. That's from couch height, hip height, chest height, coffee table height, desk height, water blubber height,etc.....I know you're talking about scratches, dents, dings, etc, but point is you're being ridiculous now about this whole situation. You're trying to find faults with everything anyone says here.
[One (M7) General] O_G:
Thread Cleaned​

Personal insults will not be tolerated! If any user is unable to post in a calm, productive manner, dont! This thread is starting to get out of hand, if it continues it will be closed to keep the peace.​
[One (M7) General] JamieKitson:
Updated List

GlobeUK - April 22

jackwu95 - April 23

person via fidelcstrl - April 25

nab195 - April 25

dirtyhamster73 - April 25 - front facing camera on arrival

KMadine - April 27

HarveyTAS - April 27

dark4181 - April 28

teshnit - April 29

dmk123 - April 29

morehands - May 3

craig19904 - May 3

vivanshah - May 7

xiLLeNtz x2 - May 10

jncojoke - May 11

TEKtheMAESTRO - May 16

Lookatthemonkeys - May 16

vivanshah - May 16

troot - May 17

stevedebi - May 17

Twyxx - May 18

bjones72751 - May 18

levanoza - May 19

AmoebaAstronaut - May 20

fadercrusader - May 21

UberMoogle - May 22

jongie123 - May 24

randychuah - May 25

nitrox1 - May 29

?stevessvt? - May 31

Gadget_Grover - May 28

TheChad72 - May 30

paparis13 - June 1

sherold - June 1

Wilsonium - June 2

EricRKnudson - June 2

?metinagar? - June 2

JamieKitson - June 2

saladbowl831 - June 3

Moenmann - June 3

softei - June 3

timme282 - June 3
[One (M7) General] EricRKnudson:
42 in 1.5 months and 13 this week alone on these forums, I'll call HTC to initiate my repair ticket today
[One (M7) General] kcolatay:
Add me to the list.. just got a call from HTC after sending it in, and it's $200 to get it repaired.. no thx
[One (M7) General] ataft:
$200? are you ****ting me? Someone else here had it done for $90. Was anything else broken on your phone?

I would suggest everyone to hold off on paying for anything, and try first to spread the word about this problem. As mentioned earlier, if a larger news site picked this up it would go a long way to getting HTC's attention. With 43 people on this forum alone, I would expect there to be a lot of people out there getting this. We are definitely the minority of users here.
[One (M7) General] NxNW:
My claim:

The rate of cracked lens covers is around 0.002 of HTC's total production. Is that is large or small to you? Is that large or small to HTC?

End TLDR edit, now back to my original post:

I would love to know how many of the 5 million unique XDA users have posted in the One forums? Let's assume most people that do, aside from the occasional Sammy troll, have an actual One to talk about. If you add up everyone in this forum, the ATT forum, the sprint forum, what do you get, maybe 5000 unique names?

Too low? Fine, maybe it's 50,000. Or maybe somewhere in the middle. Let's say (because it's a nice round number) 21,000.

(A site admin could tell us this pretty easily. Hint Hint.)

As of today we have 42 registered XDA users who complained about this.

Help me do the math folks: 42 cases out of 21,000 One owners. That's 0.002. A fifth of a percent.

You may think I'm leading up to the conclusion that that is a low rate. And it is a low *rate* I suppose.

But you can also interpret that to mean if you multiply that rate times the ten million Ones sold, there could be twenty thousand people in the world with a lens that has cracked or will crack soon. That doesn't sound so low.

Of those tens of thousands of people, I would also be curious to know how many will contact HTC to inform them of their opinion that the lens cover breaks too easily.

These days people talk a lot and that talk can get amplified more easily than ever before. Your reputation can be damaged way out of proportion to your actual shortcomings. So HTC does need to consider their response to these people carefully.

Any statistics experts out there? What numbers would you use?

A: number of reported cases of cracked lens covers on XDA

B: number of XDA users posting in One forums

Z = number of HTC Ones sold = 10 million , not certain at all but a rough estimate provided by HTC

So if we want to know

N = Number of Ones worldwide with lens covers that quickly and easily crack

then a very rough order of magnitude estimate (just trying to get within a power of ten) might be

N = Z * ( A / B )

Disclaimer OF COURSE it's a very very very rough estimate, I'm assuming a million things, like if your lens has cracked for no (apparent) reason in your first few weeks of owning the phone and you are an xda user, then you posted about it. Probably not too many xda users with cracked lenses are keeping quiet about it. Maybe not 100% but a high percentage. And yes we haven't seen what will happen over a longer time period. What percentage of phones that didn't break early will break later in the expected life of the phone? And it's even possible XDA users are getting crappier than normal phones because they are early adopters and get the first phones off the line before the QA controls get sorted. And a million other things I'm not taking into account.

But sometimes a rough estimate is all that is needed to put a problem in perspective.
[One (M7) General] eironman23:
Broken camera lens also!!!!!! NOOOOOOO!!!

Picture says enough i think !!!! bad quality!!!
[One (M7) General] EricRKnudson:
Also for your consideration on these number projections, I consider myself both pretty computer and technology savvy and even knowing I did nothing to damage the phone, Google was only my avenue after already calling and speaking to T mobile twice and the insurance CO too. For a lot of people, they probably filed claims through phoneclaim or a local repair shop and assumed they did it or that there was no point in researching it, rather than choosing to look into the issue. If only we knew how many replacement lenses have been purchased. Or how many people just spend a ton of money on a new phone and don't want to shell out more for repairs, so they are just dealing with a broken lens.
[One (M7) General] gustav30:
Hi, can you post the first 6 digits of your serial?
[One (M7) General] HarveyTAS:
Don't worry about Dark Jedi, he's the resident HTC apologist.

My Update: (Pay attention DJ)

I ended up sending in my phone through Rogers. The staff member at the Corporate store examined my phone and the first thing he said is: how would the lens crack like that? He followed up saying: I would expect to see a point of impact with the cracks extending outward from that point. I'll put this in as a warranty claim.

So he puts in the ticket and sends the phone away.

A week and a half later I get a call saying that the damage is not covered by warranty and it'll be $90 to repair it. So I asked what the repair company said. he said their ticket only says: Cracked. Physical damage not covered.

Dark Jedi believes they will throw every phone under the microscope and try and investigate any possibility of defect, when we all know that some teenager 5 minutes from home time on Friday probably just looked at the cracks and said nope not covered... way less paper work!

Rogers said they will repair it for free as part of their 3 year term repair credit, but now I have lost that credit for any other issues that might occur over the next 3 years.

People do not want to send in their phones because they know they have to pay for something that isn't their fault... If I dropped it or damaged it, I would be looking to buy the $3 piece of glass off the internet to fix it, not waste my time debating with the carrier or HTC. Which leads me to my next point that the evaluation on the phone is done by a third party, not HTC, plus the phone is still relatively new, so it could be a while before enough of these come through to have HTC... then the repair depot acknowledged the problem. Plus you'll still have to contend with the fact that it is always easier for them to reject your claim rather than try and prove your "defective" claim.

My camera is working fine again now and it's has lasted a week... longer than the first go around, but now I check the lens with dizzying frequency... not the experience I was hoping for.
[One (M7) General] eironman23:
HT35GW
[One (M7) General] ataft:
May production date?:(

I kept seeing march or April production dates. I was thinking it was just an early production problem... But now it's in May, I'm a bit more worried. Mine was built in May as well.
[One (M7) General] Riyal:
Hi just a suggestion... Why don't you guys organize a time and you all post in HTC's facebook & twitter account? I'm pretty sure the surge of number of complaints would create a fuss to take HTC's attention. Unlike posting here in xda you won't likely get any official response. I mean if 40+ people post this same issue in the facebook page of HTC in a very small time interval I'm pretty sure the rep would notice it and can't directly deny it. Also you guys might also get some more users with the same issue on the facebook page. Given that average users don't usually go in these forums but likely has a facebook account and is following HTC page.

Sometimes you have to put pressure on someone to get attention.
[One (M7) General] yyl:
Could the crack be caused by the glass or aluminum case's thermal expansion? The aluminum case gets very hot after prolonged use. The heat can be even worse if you leave it under direct sunlight. The curved back and the hard aluminum material could create stress at certain points when the case expands. I am not an engineer. Just voicing my suspicion.
[One (M7) General] NxNW:
That thought had occurred to me too . I look at it like a situation where a small amount of strain due to a slight misalignment at assembly time could lead to failure at some random time later as a result of a very small additional force. No "impact" needed.
[One (M7) General] NOlightON:
I had this crap phone for 10 days and the same thing happened to me. My two year old was sitting in my lap, using the phone in the Kid Mode HTC provides stock for all of two minutes while my older son was preforming in a play. I take the phone from the younger one, go to wipe the lens before I take some video, and the back the cover was cracked. He didn't leave my lap, or drop the phone.

It was obviously cracked from him squeezing/holding it. However, this kid is f!&king two, he can't pull apart the plastic tabs on a piece of string cheese, how on earth was he able to crack the lens cover? The answer is, among other things, the cover is too big and too thin. I've had iPhones that have been through !@#$ by my sons and never did a lens cover crack. Unlike the HTC the iPhone lens cover is a 1/4 of the size and made of a durable material. I sent it in to HTC and I will take this to court if these refuse to fix it under warranty.
[One (M7) General] cuyo11:
its interesting that most of the broken camera glass users are random guys with less than 30 posts :good:
[One (M7) General] NOlightON:
Why? When something like this happens, the first thing one wants to find out is WTF is going on. 2013 means doing a Google search. I posted my initially claim on iFixit and someone there mentioned this forum to me. Admittedly, I have no real interest in this forum, I do however an interest in making HTC right this wrong. I have owned every iPhone ever and countless other smartphones, never has something like this happened to me. I made it clear to HTC when I sent the phone in, this is a defect, and they will do the repair as such, any other answer will result in a lawsuit.
[One (M7) General] EricRKnudson:
90% of us would be on this forum otherwise, this just happened to be the first forum topic to have an extended discussion on the subject matter.no coincidence there, just Google, and a 50+ page discussion on broken lenses. PS to the above posted I'm the guy that posted the link that led you here. Trying to spread the word on the only proactive discussion on this.
[One (M7) General] ECEXCURSION:
You sound like a paid shill unfortunately.

Red rover red rover do not send Gadget_Grover right over. :(

Sent from my HTC One
[One (M7) General] NxNW:
We get it, there is some potential for trolling and false flag posts. We already went through a cycle of name calling and recrimination in the earliest days of this thread. I'll admit I was one of the instigators. Are we starting over?

By now at least a couple people have legitimate issues. Engage the issue in the thread title or move on.
[One (M7) General] clninja:
Sorry....some picture on here look to be not user fault but that one definitely looks like impact. You can see the point of impact with 4 cracks coming away from it.

Also...some of the names on that list do not have cracked lens.... Like stevedebi
[One (M7) General] outrage_uk:
Updated List

GlobeUK - April 22

jackwu95 - April 23

person via fidelcstrl - April 25

nab195 - April 25

dirtyhamster73 - April 25 - front facing camera on arrival

KMadine - April 27

HarveyTAS - April 27

dark4181 - April 28

teshnit - April 29

dmk123 - April 29

morehands - May 3

craig19904 - May 3

vivanshah - May 7

xiLLeNtz x2 - May 10

jncojoke - May 11

TEKtheMAESTRO - May 16

Lookatthemonkeys - May 16

vivanshah - May 16

troot - May 17

stevedebi - May 17

Twyxx - May 18

bjones72751 - May 18

levanoza - May 19

AmoebaAstronaut - May 20

fadercrusader - May 21

UberMoogle - May 22

jongie123 - May 24

randychuah - May 25

nitrox1 - May 29

?stevessvt? - May 31

Gadget_Grover - May 28

TheChad72 - May 30

paparis13 - June 1

sherold - June 1

Wilsonium - June 2

EricRKnudson - June 2

?metinagar? - June 2

JamieKitson - June 2

saladbowl831 - June 3

Moenmann - June 3

softei - June 3

timme282 - June 3

outrage_uk - June 6
[One (M7) General] NOlightON:
9918 danresoc

I think a lot of the problem is not just that some phones are breaking on their own, but also with very little pressure, which in my eyes, is just as bad. These devices should be built to withstand handling and day to day use. Show me this type issue popping with reputable companies like Apple, or Samsung's.
[One (M7) General] NxNW:
You seem to be implying HTC is not reputable. That's a little inflammatory and has a whiff of trolling.

It's a big lens opening. No other phones have a lens cover 1cm wide, reputable or not.
[One (M7) General] NOlightON:
Trolling? Not at all, just one opinion. This is the second time I've purchased a phone from them, and the second time I've been sold a phone with horrible build quality. Admittedly, the last time was a long, long time ago with the HTC Touch. With that said, throw in the fact that the company is nearly bankrupt and my comments might contrast some, or even most, but they're far short of trolling. I'm use to dealing with companies that actually seem to care about the quality of their products- I have yet to get that feeling from HTC.
[One (M7) General] OCedHrt:
Get a replacement from your provider.
[One (M7) General] NOlightON:
Going for 10 posts so I can post some pictures.

---------- Post added at 08:13 AM ---------- Previous post was at 08:09 AM ----------

Sorry for this, just two more for me.
[One (M7) General] NxNW:
HTC is not even close to bankruptcy. They may not be very profitable but they have cash in the bank (US$2bn). And HTC "cares", to the extent that any corporation can be said to care about anything, about the quality of their products just fine. Do they "care" less than they care about cutting costs? Maybe. Do they "care" less then their rivals? Maybe. But implying HTC does not care at all is silly and discredits your argument. If you have one.

Not sure what you're trying to accomplish here.
[One (M7) General] NOlightON:
I'm not interested in going back and forth with you about HTC- I stand by what I said about them. Let's agree to disagree.