yashsingh1/xdaforums huggingface dataset:
[One (M7) General] Poongash:
Agreed, because I have the One also. HTC has issues as a company, several executives and key line managers left due to conflicts and leadership confusion right after the One was launched, even the CEO Peter Chou came out and said if the One did not rise to the best phone in the industry and HTC make their projected numbers, he would also quit!! To top things off, they are in disarray at the top and their customer service group is nowhere to be found!!

So I am taking all precautions as a consumer, protecting my interests, and want to make sure when its time to upgrade, the phone manufacturer produces the best in class product, and that they have a customer focus. I do not fear Google/Motorola having holes in their organization on that front. HTC is another story! I doubt they will be as competitive in the next 2 years...

I am staying open minded, and steps ahead...do what you think is right, so will I.
[One (M7) General] ingenious247:
You're taking things a little too serious imo. I'm not investing in HTC stock. I bought a phone. A phone that I'm sure I won't even have in six months or a year tops. What do I care if HTC goes out of business? But in six months or whatever length of time it takes for another champion phone to emerge, it won't be the Moto X. It's not about doing what I think is right. I already did it lol
[One (M7) General] sauprankul:
HTC is dying people. As mentioned, most of the executives have left and the One is not selling well. Add to that the crappy QC and the projected losses, and you have a recipe for failure. HTC is gonna die, soon. Samsung is simply a marketing machine, with gimmicks of features and flimsy build quality. Right now, the Oppo Find 7 and the Moto X seem like the best phones. One for its raw specs and one for its unique experience. The One is nice, but there are too many people who are having to settle with "not too defective" phones.
[One (M7) General] coupetastic-droid:
Yawn...
[One (M7) General] ingenious247:
Lol you guys are killing me. What a joke it's a damn phone. And it's better than the X. End. Of. Story.

Quit obsessing
[One (M7) General] Poongash:
You're right...a little too serious.

But its about the cracked glass isn't it? Not sure if yours cracked, but many of ours did, and when we turned to HTC service group for help they turned the other way.That is the whole point of my message. And that's why this forum is in effect.

All my other points about MotoX, etc are just saying to go where the puck is going...
[One (M7) General] Corduroy-21:
This topic has derailed.

Who cares about the Moto X videos and how nice it may or may not be?

If you like it, go and buy it and then go to the Motorola forums and be proud.

The topic has a title "Cracked Camera Glass" and the last few pages are full of posts by one person that although I understand his bitterness about what happened to his phone has turned this topic in HTC-hate rant.

Yeah tough luck for what happened to your phone and I wish HTC would have a better policy, but it's getting tiresome reading the same off-topic things over and over again.
[One (M7) General] Dark Jedi:
That's what they said about apple a few times in the past. They are still around. Every company has their ups and downs. Will HTC reach a low point? Sure. Will this be the end of HTC? Most likely not. People seems to be going through something similar to the one on the s4. Their display is cracking and Samsung isn't honoring the warranty claims as they blame the owners and not that the device flexes a lot. So its not just HTC its all companies when they can't tell the difference between a flaw and owner damage.
[One (M7) General] Poongash:
So today I was hiking and saw a couple of other hikers, I offered to take their photo, one of them handed me his HTC One to take the pictures...and right after I took their photos I asked him how he likes the One (etc...) and then I asked him if his camera glass had cracked, he jumped and said yes!! He told me that his camera glass also cracked within the first month without him causing the crack, didn't know what to do, so he looked up HTC and they have a repair center in San Jose, CA, he took it there and they hemmed and hawed then after he pressured the clerk, they swapped his phone for a brand new one!! The clerk told him the cracked glass is a regular problem that they are well aware of it, but HTC refuses to acknowledge the problem openly, and would have charged him for the repair had he not pushed.
[One (M7) General] jpmaz1:
Bravo HTC

After calling HTC about the status of my repair this morning, they are fixing my phone free of charge.

I was helped by a very nice lady who took the time to do a bit of research with level 2. I took great care to be relaxed, polite, not defensive and to explain the situation re. my phone and how a lot of people appear to be experiencing the same problem.

I got the very distinct feeling that the lady really did genuinely want to help me and all I had to do was make it as easy as possible for her to do that by being reasonable and patient.

Give it a try and good luck.
[One (M7) General] Poongash:
Good stuff! You should share her name and which location she works (HTC USA or HTC Canada - when the US service center phone lines are overloaded it rolls to their Canadian center in New Brunswick)...so others that have the same problem can ask for her specifically.
[One (M7) General] bluesphere0:
My phone's camera lens is cracked too

Like other users, just normal usage without dropping. Just discovered it one day. What's the point of having a bumper if this phone has such a nice appealing case to show off to friends? Mind as well build it in plastic then.

I posted the photo to their facebook page. I twitted them. I attached photo to customer contact. I input low rating feedback on Amazon.

Lets start a revolution! The ONE revolution =)
[One (M7) General] bilybob:
Mine broke as well. Found it that way when took out of my pocket.

Mine is a black One, sn: HT36T...

Any replacement lens available yet? Like for the Evo? I ordered the EVO kit for now, and I see a replacement back, with lens, is available from etradesupply, but I can't find any reasonable way to replace the back either...
[One (M7) General] gustav30:
Wow, looks like you might be the first to report a June model...

I think a few pages back someone was having success with a One X lens cover.
[One (M7) General] vcdwelt:
Wouldn't tell it a success, more a workaround. It's working but didn't look really nice.

Other solution is buying a backcover and change only the lens. You can pull out the lens cover without opening the ONE. Was also described a few sides before.
[One (M7) General] clninja:
OK... So ( I work at a Tmobile ) I finally had a customer come in the other day after having his phone for 2 weeks and he had a cracked lens. This is the first one ive seen in person. No point of impact. Was definitely a flaw crack. Manager told me to do a warranty claim ( $5 charge with T-Mobile ) and that it would not charge the customer for damage.

This might be a solution for Tmobile customers with insurance on their phone to get it replaced. ( $20 charge if you Dont have the insurance )

Keep in mind the phone you get back will be refurbished most of the time
[One (M7) General] bubbameat:
Add me to the list. No drop, no misuse, suddenly cracks appear. Never had this occur on any other phone (2 iphones, Samsung note 1).

Feels like they used low quality parts and now they want me to pay for their error. Great phone otherwise...HTC needs to step up on this one. they are not the leading phone seller...
[One (M7) General] astrotouf:
Same problem for my HTC One

I bought mine 3 weeks ago from a french carrier and I noticed the problem today.

The phone is protected with the official HTC One Case.

I'll try to find a way to contact my carrier or HTC France to have it repared (without paying I hope !)
[One (M7) General] bilybob:
I removed the cracked lens cover pieces, as I hoped to replace the lens from another back housing. I gather people are just removing the glass; not he black plastic bezel around it too? I was trying to remove the bezel but it appears the bezel is actually connected to more stuff underneath?

Anyway, I removed the lens, but to my dismay, the camera is still showing a lot of "junk" on top of the image, around the edges. I had assumed this was due to the cracked glass? I've blown on the camera a few times, but haven't noticed any changes - maybe I need compressed air? Any other ideas?

Thanks
[One (M7) General] QDG:
i got my htc one since 2 weeks - no drops or impacts. my lense broke too.

HT358W..
[One (M7) General] kcchen:
Compressed air is the best, but I would also try a microfiber cloth... As a last resort, you could look into camera sensor cleaners wjich should be pretty gentle. Make sure to clean the replacement lens cover.

Good luck!
[One (M7) General] astrotouf:
Forgot to give my serial number
[One (M7) General] sauprankul:
Censor the last 5 digits.
[One (M7) General] astrotouf:
Thanks !
[One (M7) General] BusTimeTable:
Success

I ended up taking my mobile provider to court due to this issue and after failing to respond they lost the case by default and have agreed to pay out for the full price of the handset.

Under English law (Sales of Goods Act 1979/Supply of Goods and Services Act 1982) it is up to the company who sold you your phone to provide a handset of reasonable quality that lasts a reasonable length of time. What's more, within the first six months it is up to the retailer to prove that the goods were of satisfactory quality, ie, you do not have to prove that you did not break the HTC One camera glass, they have to prove that you did.

Do not be fobbed off with people telling you that your contract states something different, such as HTC being responsible for the warranty, a) you cannot sign away your statutory rights b) you are not claiming under warranty.

Courts should always be a last resort, you will not look good in their eyes if you didn't give the defendant the chance to resolve the issue, so be patient, always be willing to enter dialogue and dispute resolution services. If you are going to resort to the courts make sure you send a final letter by registered post in accordance with the Practice Direction on Pre-Action Conduct. The Money Claim Online service does make it relatively cheap and easy to take someone to court.

One step that I missed because I was unaware, was contacting an ombudsman.

It's obvious, but it's not worth getting upset with call centre staff, get their final answer and consider how you will respond. Consider recording your calls. In my case my provider would not communicate in writing, and it would have been very useful to have a full record of all the calls I'd made to them.

I probably can't post links because I have a new account, but the Which and Citizen's Advice sites have lots of useful information and letter templates.
[One (M7) General] sauprankul:
Anything like this in America? Sprint refuses to see my device.
[One (M7) General] monkeypaws:
This is regarding US or UK court systems? If this ever happened to me I'd love to know that . Mine is a few months old and no cracked glass or camera lens.
[One (M7) General] gandi54:
UK
[One (M7) General] llothar:
... and basically identical laws are in all EU/EEA countries based on directive 1999/44/EC.
[One (M7) General] citionecent:
I am having the same issue. The back glass is extremely flimsy. Not very happy with the situation.
[One (M7) General] m00moo:
http://www.ipetitions.com/petition/htc-one-cracked-camera

I created a online petition here to get as much signatures as we can regarding this issue so we can get HTC to fix the problem and our devices. Take a moment and sign the petition. The more signatures the more drama we can create and pass on to HTC!

http://www.ipetitions.com/petition/htc-one-cracked-camera
[One (M7) General] danielr18:
Does this happen a lot?. I want to buy this phone, but I know that I won't be able to leave it in a repair centre in my country. I'm afraid that this happens and I lose 650$
[One (M7) General] danielr18:
If I use a lens protector like this one Link, can I avoid this problem?
[One (M7) General] sauprankul:
I think the problem has to do with pressure, not impact. So I doubt a lens protector would do anything.
[One (M7) General] ingenious247:
I've noticed that it's awkward to remove the phone from most cases, especially tight fitting ones.

My bet is people push on the only exposed part of the back which is the camera/flash area. Crack!

I also believe that when they don't, and they use pressure on the corners to remove the case, the flex pressure causes the screen raising issue too.
[One (M7) General] kcchen:
The screen protector would protect the lens cover from scratches. But it really hasn't been identified what's causing the cracked lenses. Doesn't seem like impact... my money is on a combination of a batch of weak plastic and thermal contraction of the case. Since its a heat sink, the case can get pretty hot when charging, exposed to direct sunlight, and intense use (i.e. gaming, videos)... add in a hot summer day and walking into a nice AC building... who knows.

Just another theory... :)
[One (M7) General] danielr18:
Do you think is better to leave it without a case? or put on a case and don't remove it?

---------- Post added at 04:21 AM ---------- Previous post was at 04:19 AM ----------

Also, how does the images look when the lens is cracked?

I've seen many images in the post of the lens but no one took by a cracked phone
[One (M7) General] syryanyang:
I doubt that's the case, otherwise we won't be hearing so many complaints.
[One (M7) General] m00moo:
http://www.ipetitions.com/petition/htc-one-cracked-camera

Thank you to those that have signed the petition. Hopefully we can get a LOT more people to do so and get ourselves heard so that HTC will admit their fault and get this fixed for us for FREE!

Thank you again

http://www.ipetitions.com/petition/htc-one-cracked-camera
[One (M7) General] bbasra:
Just noticed mine has cracked from the inside. I thought it was a scratch at first but its smooth on the outside when i feel it so it's definetly on the inside.

I've not even dropped the phone. I have a poetic atmosphere on mine.

Really gutted.

Some people have managed to get theirs repaired under warranty. - http://www.ifixit.com/Answers/View/127607/Can+the+camera+lense+bezel+be+replaced
[One (M7) General] danielr18:
Hey, can you take a picture with your phone and upload it?
[One (M7) General] vcdwelt:
Exactly the same as mine :(
[One (M7) General] bbasra:
The crack is just to the side of the lens so not sure it'll effect the picture quality.
[One (M7) General] danielr18:
This is from another user:

Mine broke 2weeks ago. Got a NZD $366 quota from the retailer. This is ridiculous. I never drop my phone and always has the case on. Found it that way when took out of my pocket. I am definitely not happy to pay for it. And i complained this issue to HTC and showed this link to them, then guess what they say, "this is not an official website of HTC nor it is not a partner website. Our official website, http://www.htc.com/au/, will provide you the most accurate information, reviews and announcements about our phones. In regard with repairing your phone under warranty, we suggest communicating with Noel Leeming to further discuss this matter. Please be informed that HTC handsets are exclusively distributed by our partner mobile operators and their authorized retailers. They also have authorized service centers that can repair your handset. We have contracts with our partner mobile operators regarding customization, distribution and warranty. Our main role as the phone manufacturer is to provide options and direct you to the proper channels where you can get assistance about your concerns
[One (M7) General] danielr18:
I'm going to buy one with a serial HT37P, that sounds like one of the newest batch and maybe has solved some problems
[One (M7) General] m00moo:
Come on people we need more that 8 signatures on this lol Looking for at least a 3 digit number to get HTC's and media attention. I really do not believe anyone should pay for this fault which obviously isn't ours.
[One (M7) General] Poongash:
Yawn!!

For the past 95 pages in this forum, we are ALL complaining about HTC's NON-EXISTENT so called customer service; they still run and hide when anyone complains about a cracked lens ...HTC needs to step up to the plate and admit their inferior material flaws and take the hit and repair all these phones!! That is what this forum is complaining about!!

So who needs your theories?...'Just another theory' of over heating and cheap plastic materials!!' OMG!!
[One (M7) General] Hesster:
For those who want to try replacing their camera lens themselves, the price on replacement back covers on eBay is dropping. You can find them for as low as $15 shipped now.
[One (M7) General] kazprotos:
Happened to mine last night :(

Was blackout drunk so can't remember an incident but no other damage and doesn't seem to have affected the crazy photos from last night and today's photos seem OK too.

Its just ruined the aesthetic perfection which is why I chose this over and S4

:(

---------- Post added at 09:42 PM ---------- Previous post was at 09:37 PM ----------

Should have followed my own signature advice :(
[One (M7) General] m00moo:
sad to hear that.

Please post your experience here http://www.ipetitions.com/petition/htc-one-cracked-camera
[One (M7) General] ingenious247:
Really?? You want someone to post their "blackout drunk" experience on a petition where you're trying to prove a mfg defect?

This is laughable. Yeah maybe now you'll have 9 signatures and one will be "I don't remember what happened because I was blacked-out from being drunk but somehow my camera cracked on it's own, this is a mfg defect"
[One (M7) General] m00moo:
lol laughable? Regardless if you are sleeping, drunk or in a car crash, if your phone lens which is the size of a penny cracks and the rest of your phone is absolutely perfect....what does that mean? Especially if it is happening to hundreds of people where the lens is cracking with no reason at all, then I do not see why HTC should not look in to this and accept it as a defect.
[One (M7) General] ingenious247:
Ok man, have it your way lol.

But I am telling you, your way of thinking in this approach will not yield good results. In fact, it may actually hurt the effort by people who really have had it spontaneously crack (if any..)
[One (M7) General] monkeypaws:
I have to agree. It's like that hiking story someone posted a few pages back . Dear HTC I was hiking and when I pulled my HTC phone out of my pocket the camera lens was cracked. Dear HTC I was partying last night and thus morning , even though I can't recall what happened , ibfoubd my phone with a cracked lens. Imagine yourself as an HTC reading these.
[One (M7) General] m00moo:
I disagree. Like i said, i don't believe it matters. It doesn't change the fact that hundreds of people are having the issue for no apparent reason.
[One (M7) General] monkeypaws:
Hundreds?
[One (M7) General] IINexusII:
ok so according to this http://www.dailytech.com/HTC+Profit+Plunges+Sales+of+One+Slow+as+Sector+Stagnates/article31905.htm, HTC sold 5m in the first month, 600k in april, 1.2m in May,

thats 6.8 million (estimate)

this thread has around 950 posts, i would bet thats not even 200 people with actual cracked lens

but how much is the percentage of 200 from 6.8m? 0.00294%...

so youre not going to get anywhere with the petition.
[One (M7) General] monkeypaws:
Exactly. We aren't trying to say it's not an issue . But some of the stories here seem like they woukdnt pass up in court. I mean j keep my phone in my pocket most of the day when I'm out. I've dropped it a few times. Bent it trying to get the case of. So far 3.months in . No cracks to the screen and no random cracked camera lens. Sucks for those that had that happen.
[One (M7) General] m00moo:
wow. You don't try then you definitely don't get. The same way as those who do and do not send their devices to HTC to get this fixed, then you wouldn't know if it would be free.

So you are saying that Samsung are selling millions of devices worldwide and a 1000 people have reported the sudden death syndrome and that 0.001% means nothing? no it doesn't.
[One (M7) General] IINexusII:
you know there's probably more people contacting HTC saying their phone glass has scratched out of nowhere rather than this lens problem
[One (M7) General] Reaper0104:
HTC One Cracked Camera Cover and Airplanes

Today my camera cover cracked on my HTC One after an hour long flight. I know for a fact that the camera lens / cover was fine prior to the flight as I was using it and always wipe it with a microfibre cloth prior to using it.

For the duration of the flight the phone was in my suit pocket alone.

When sitting in the taxi after my flight and I turned my phone back on and I noticed the crack.

I will be in touch with HTC this week but I know the exact time it happened at and for a fact that there was nothing to cause it except a pressure change in the cabin.

Maybe another insight to why this is happening.

Cheers

J
[One (M7) General] JamieKitson:
Just had a very disheartening phone call with a guy at HTC :( I sent my phone in for repair hoping that they might repair it under warranty having read here that some people had managed it, but they gave me a quote for £84. The guy I spoke to was completely uninterested, he basically said that he believed me when I said that I hadn't caused the crack, but it was tough shlt, physical damage wasn't covered under warranty.
[One (M7) General] Poongash:
Sorry to hear about your experience; HTC needs a kick in the balls, they are not handling it correctly. They will pay dearly in the long run, by angry customers voting with our feet, looking for other/superior phones from companies with REAL CUSTOMER SERVICE. Victims like you, me and scores of others that have nothing to do with their inferior flawed materials and build issues will look back and remember!

---------- Post added at 01:49 PM ---------- Previous post was at 01:37 PM ----------

Thanks for doing all the calculations...and if you're right, then the cost to HTC is only a smidgen relative to their overall sales/revenue of the ONE, and all the more reason why HTC SHOULD PAY for the repairs (imo)!! The cost to repair shouldn't move the needle from HTC's perspective (according to your calculations) but would likely retain some of the customers!

So I support the petition by as many screaming, yelling, angry, customers who feel TAKEN by lousey customer service!! Let HTC hear your disaccord.
[One (M7) General] JamieKitson:
IIUC the guy on the phone said that they had about two calls a day about this issue, but he didn't think that was a lot.
[One (M7) General] Poongash:
Direct him to this XDA forum...then blast email it to his office and up to his manager so the rest of the service reps can read all about the complaints!!
[One (M7) General] Hesster:
Just replace it yourself. Replacement backs cost less than $20 USD and you don't need to open the phone to swap out the camera glass.
[One (M7) General] BenPope:
I'm not entirely convinced your rational response is welcome here.
[One (M7) General] kcchen:
Yeah... That makes too much sense and doesn't draw enough attention to the issue. :)
[One (M7) General] Poongash:
This is really about the 'have and have not's'...those that 'have' a cracked glass and those that 'have not' had a cracked glass...and its really obvious that all those that didn't experience the cracked glass see everything wrong calling HTC a lousy customer service group.

But I bet those that did not experience the cracked issue yet, have been looking at the lens several times a day to see if they will fall victim too!!