yashsingh1/xdaforums huggingface dataset:
[One (M7) General] TEKtheMAESTRO:
ill save you some time, pictures have been posted in the previous pages. the one thing all pics had in common was compound fractures, typically in a T, Y, or K shape with no damage anywhere else on the phone. I have a K shape. Secondly, a few, maybe 5, have sent their devices in. All but one of those in America had to pay $90 i believe. Also i believe a dude only like 2 or 3 pages ago from the UK got a free replacement. If you're in America, HTC doesnt wanna help. Plus, we can rule out weather or temperature as a cause. Aluminum doesn't expand or contract in a temperature youd experience where you live lol. And even with an extreme temperature swing in a span of 5 seconds, the expansion would be so small, you'd barely notice. Definitely not enough to crack ANYTHING.

Continue to hound them. At least your photo is still there. Many people here say they tried to post an explanation of what happened or a picture on htc's page and they kept getting removed. Keep pushing. EVERY day you can. HTC is really trying to turn the other cheek here, while spreading ours...
[One (M7) General] Poongash:
HTC One Cracked Camera Glass

Great call TEKtheMAESTRO, I totally agree with your comments, as should other helpless 'HTC One' owners with this silly dilema we all find ourselves in! I would only add what I wrote in my previous thread on this page, as I believe HTC is probably spiraling downward:

"PLEASE click on this recent news article link to read about the problems at HTC, this might give you a better understanding of their inept approach of not stepping forward..."

http://www.digitaltrends.com/mobile/...ormer-manager/

"Whoever still remains in management at HTC is likely lower level employees that have not been trained or groomed as managers, and that could be just the tip of the iceberg of why we are not seeing a faster fix forthcoming from HTC leadership. (In other words, they are in disarray at the top of the pyramid, so something like a design flaw is furthest thing from their mind...unfortuantely for all of us with a cracked camera glass!!) And likely the people that knew about the design flaw, have left HTC for greener pastures.

So its something to think about, and reflect on."

"Again, let's see if HTC can step up to the plate and take responsibility quickly. After all I still have 23 months remaining in my AT&T contract with this phone (out of 24 months!), and I do not want to have to replace the lens again during that time!! (I suspect many of you are in the same boat)!"

Finally- I encourage everyone reading these threads to allocate your anger by sending your frustrated messages to CNET, ZDNet, YouTube contributors, Facebook, Twitter...you name it, just look for webpages and complain as I did. XDA Forum is just one site out of so many possiblilities, and the more we expose this, the faster the solution could happen (hopefully by HTC)! As I mentioned in my previous threads, HTC needs to take a page out of Toyota's play book and learn what REAL Customer Service is about - (my reference to Toyota Prius with the sticky accelerator problem where Toyota grabbed the bull by the horns and fixed it...the rest is successful history for Toyota and their loyal customers)!!
[One (M7) General] Dark Jedi:
I guess you forgot Toyota took the same stance as HTC is in the beginning. Saying there was nothing wrong. It took the NTSB to force toyo hand in issuing the recall. I remember Toyota first said it was aftermarket floor mats that wasn't properly cut to fit the cars floorboards right.
[One (M7) General] randombirt:
Yeah I was hoping that everyone with the fault would post a picture, so only five have returned a faulty device for warranty repair... Interesting.

I questioned wether your phone's have been placed on your dash or windowsill as I wondered if sunlight through a window would possibly magnify and cause the crack but just for your info aluminium, in my country, requires an expansion gap of 1mm per metre in order to prevent it from buckling. Not that I suspected this was the cause of the crack but just to correct your smart ass :D

And lastly my car windscreen cracked a few months ago about five minutes after I started it, I put it down to a change in temp as it was stationary in my drive at the time.

I'm tryin to look for a reason as all the whining is gettin you nowhere.

Ps.

I received a brand new one today after sending in my original with a speaker fault, I spoke to HTC to order warranty repair and the rep asked if there was any damage to my phone prior to collection as it may affect the warranty. Now my original device had two dents/gouges and I told the rep this and followed up by requesting couriour collection for warranty repair instead of creating a thread complaining that if I send it off I may have to pay for a repair.
[One (M7) General] Poongash:
Sure I do remember that, but in the end, Toyota did the right thing, and look at where they are now, and the rest is history...your refernece to NTSB is that industry is regulated, and so is telecom. I would hate for it to reach a point where HTC drags their feet before they make a decision, which is what they appear to be doing!! (again, this is an easy one for HTC - it's not life threatening - they need to be all over it!)

So please heed to my strong recommendations from my last note. Hopefully these actions from several of us will get the ball rolling...

"I encourage everyone reading these threads to allocate your anger by sending your frustrated messages to CNET, ZDNet, YouTube contributors, Facebook, Twitter...you name it, just look for webpages and complain as I did. XDA Forum is just one site out of so many possiblilities, and the more we expose this, the faster the solution could happen (hopefully by HTC)! As I mentioned in my previous threads, HTC needs to take a page out of Toyota's play book and learn what REAL Customer Service is about - "
[One (M7) General] Poongash:
HTC One cracked camera lens

Please consider expanding your efforts, and then tell others that have the same problem as us to so the same...see below:

"I encourage everyone reading these threads to allocate your anger by sending your frustrated messages to CNET, ZDNet, YouTube contributors, Facebook, Twitter...you name it, just look for webpages and complain as I did. XDA Forum is just one site out of so many possiblilities, and the more we expose this, the faster the solution could happen (hopefully by HTC)! As I mentioned in my previous threads, HTC needs to take a page out of Toyota's play book and learn what REAL Customer Service is about - "
[One (M7) General] Dark Jedi:
Why not go through consumer reports? This is what they do. And any others just like them. I know in the past everyone used their magazines in making decisions. Think this would be a good starting point.
[One (M7) General] Rencx:
Vibrator position

I'm reading all your problems with camera glass for some time now.

And today when I checked my new phone and how it vibrates I remember that in this tutorial STEP 13 was something with vibrator near camera. And yes there it is!

So maybe those unlucky people what have broken camera glass had some nice long vibration going around the same time!

This is just my personal version... I never heard off it and this could explain why this is happening in some cases.

I believe that this can be true, so I will use as low as possible my vibration - until something new better comes up!

Time will show us what is main problem.
[One (M7) General] Wilsonium:
Update in Case with HTC

OK. A short update on my case with HTC regarding my cracked camera glass.

In previous posts I talked about my cracked glass and that HTC started a warranty repair which was summarily changed to abuse once they had the unit. Frustrated and out of a phone, I paid the bill and got my phone back but it had 3 new issues - scratches and tool-marks on the supposedly new back, new gap around edge at power button where front speaker meets middle layer and extremely noisy vibration motor.

I escalated the ticket and let that percolate for a few days when out of the blue, HTC refunded my repair costs and wanted to talk about further work to close my case. I've approached HTC with civility, without any adversarial undertones and I believe HTC is beginning to realize that there really is an issue with the camera glass as well as their repair center's workmanship.

While I still don't know if they are going to replace my device because of the shoddy repair, it really does seem like HTC is trying to do the right thing and deserves a chance if you work with them. My case started out as warranty repair case that did a complete 360º turn and might ultimately result in my device being restored to pristine condition like it was in when I purchased it a month ago.
[One (M7) General] Dark Jedi:
One good thing to do is to take pictures of your phone from ever angle there is. So if they return your phone with any damage they can't say you sent it like that. I had that happen to me with att and my old RAZR 2 phone. They sent it back with an arrow point to a crack next to the number keyboard. When called them they told me I sent a damaged phone in and I told them no I didn't the phone was in perfect shape. She asked if so how could it crack. I said easy whoever was looking at phone must have dropped it and didn't want to own up and just blame the owner. I then told her I had pictures with dates on them showing when I took the pictures of my phone before sending it in with the box they sent to return the phone in. After I said I could e mail them to her. She quickly changed her tune and reversed the charges they placed on me.

So please if you send in your phone document everything so if they pull this you have proof other wise.
[One (M7) General] Poongash:
HTC One cracked camera glass

Click this link:

http://www.ifixit.com/Teardown/HTC+One+Teardown/13494/1?singlePage#s45604

Read through steps 5, 6 and 19 to see why your One came back shoddy!!

I think they can build and assemble these terrific phones, taking them apart and then trying to reassemble them is another thing!! (The score is 1 out of 10)!

So my original point from the get go has been to try returning the phone as a 'defective' device (if the camera glass is cracked beyond your cause) and ask (insist) for a new phone (under warranty) on the spot...see my notes back on page 60-ish on this thread!! That's how I handled my problem. Hope it works for you and others!!

---------- Post added at 12:23 PM ---------- Previous post was at 12:17 PM ----------

Great call!! Add them to our list and send in our complaints, get the ball rolling...the more help we can get on this, the faster HTC will be pressured to respond! HTC needs to step it up already!
[One (M7) General] Corduroy-21:
I've been following this topic as it has made me obsessive with my HTC One.

It is the most beautiful phone I ever owned, but it feels like it is very fragile and when you buy something that expensive that you will be using every day under various circumstances it is a nightmare having to check the lens every hour.

Although some of the photos I've seen don't indicate that the problem happened without any force or impact, I'm sure that the majority of the people here really didn't do anything and they are sincere. However, in order to help everyone, I think that most information should be given by the posters with the problem.

Posts like "add me too to the list" don't help a lot. Try to remember your last activity, if you had in the pocket maybe or if it was charging or anything that could be useful. This will help leading to some conclusions. For example if it is just a random thing, because of a flaw of the device or if there is a weakness that under specific circumstances leads to the problem. Also, please post your serial numbers as at least in the beginning it seemed that some batches were identical.

Also, is it my idea or is it wishful thinking that we are getting fewer problems reported these last days?

Thank you

(going to check again my lens)
[One (M7) General] Applications:
problems like what?
[One (M7) General] Corduroy-21:
I mean fewer reports of this problem. Fewer people coming to say the have the glass broken.

I don't know, maybe it's what I hope.
[One (M7) General] outrage_uk:
I stopped reading and checking this thread because some people didn't seem to be taking it serious and just arguing with others.

The serial number thread i started was closed - fair play it was a neater but duplicated thread.

For what its worth, I returned my cracked camera lens phone to the reseller (Vodafone UK), who exchanged it for a brand new phone under warranty :) .
[One (M7) General] ECEXCURSION:
I sit on my phone almost every day on accident - sometimes I dive into it (on the bed) - then I pick it up thinking oh ****! I check the screen and camera like once a day because of it. Luckily the phone is still okay. Yay!

I'm not trying to disprove the other people here, just saying that most Ones are pretty resilient. I'm honestly really surprised. I have literally been acting retarded with my phone over the last couple of weeks and it has been fine without a case. This is a pretty sturdy phone.

Sent from my HTC One
[One (M7) General] NOlightON:
Although HTC fixed my phone under warranty without question, the repair work was also subpar. There are tool marks on the plastic and bits of glue that seeped out from the front metal covers that are above and below the screen. The glue was easily trimmed off, but the tools marks are another story.

As I mentioned earlier, at this point I'm trying to get the HTC Store (Letstalk.com) to refund my money. Thus far that's been an extremely frustrating battle. I can't say enough bad things about Letstalk.com and it's really amazing that HTC would tie their name/reputation to such a crappy company.
[One (M7) General] stevedebi:
I just saw a link on another thread to someone who changed out the back of their HTC One for a black backing. I thought it might be interesting, because it shows the glass from the inside.

https://www.youtube.com/watch?v=xTkedw4_27k
[One (M7) General] EricRKnudson:
Hoping to hear back from HTC this week.. anyone on here had a positive experience with HTC US?
[One (M7) General] Tweezydak1d:
i had the same thing happen to my htc one where the camera glass cracked. I called tmobile and they wanted to charge me the deductible but i told them i didnt do it. So they told me to go into a tmobile store and if i show them there is no damage to my phone at all just the cracked camera glass they would replace for free.
[One (M7) General] kcchen:
Not sure you can tell whether its plastic or glass from that video... If I were betting, I'd say it was plastic. :)
[One (M7) General] Gadget_Grover:
Just booked for the phone to be collected tomorrow by HTC. Fingers crossed. The rep hadn't heard of the issue but said that if it's the inner lens that's cracked then it doesn't sound like a user fault. Although he cannot guarantee anything as he isn't the engineer. It's a risk of £25 for return shipping which I'm willing to take but let's hope it gets repaired under warranty though.

Here are the pictures again. The rep said my handset was produced on the 13yh March so let's hope it's only an early manufacturing issue. Who else had sent their device in?.
[One (M7) General] JamieKitson:
Contact from HTC

After talking to HTC again recently they emailed me a customer satisfaction survey. An hour or two after filling this in today (obviously I said the issue still wasn't resolved) I got a call from a guy at HTC. I explained the issue to him and said that I wasn't alone and mentioned this thread. He replied that he'd get someone to test a few phones to see if they could find a weak point and that he'd ring me back with any conclusions.
[One (M7) General] ataft:
Awesome news.
[One (M7) General] JamieKitson:
I'm not getting my hopes up. If they test, say, three phones at random it seems unlikely that they'll find a problem with them. I pressed very hard on a camera on an HTC One in a shop and it didn't break.
[One (M7) General] ataft:
True that, but at least it is more than what they've been doing before.
[One (M7) General] Poongash:
HTC One cracked camera glass

This is a distinct forum, so not everybody that might have a cracked camera glass problem is on this site, nor necessarily reads this site.

To my point on earlier threads...elevate this problem "upstream" to larger read bodies such as CNET, ZDNet, local online newspapers, YouTube sites like PocketNowVideo, PhoneDog, MobileTechReview (to name a few), as they have all released favorable reviews about the HTC One when it was launched, and also on Twitter and Facebook...etc.

More people at random will be able to read about the issue and especially if they have experienced the same cracked glass problem as we have (i.e.: not caused by our intentional carelessness or by dropping the phone) then this will likely penetrate HTC faster...

Use your frustrations more efficiently as I did when I sent emails to CNET senior editors and to the YouTube reviewers...the more voices the better and hopefully a sooner resolution. BTW time is not on our side!!
[One (M7) General] randombirt:
Yawn.....
[One (M7) General] Poongash:
obviously your phone camera lens hasn't cracked yet...can't wait to hear you screaming for help when it does!
[One (M7) General] Miles Hi:
Just to say I just found mine with the camara glass cracked, also no falls or any other bad use of the phone.

:(
[One (M7) General] timme282:
Small update: I got a letter from Arvato, which is a company in Germany that repairs broken phones for HTC and also other companies.

To repair the camera lens, I have to pay 90€! --> Reason: I cracked the lens myself (this is at least what they think)!

So I contacted HTC Germay again, let's see what they say! When I called them in the beginning, they only said, that we will find a proper solution. But only after I told them, that I might move back to Apple again. I only said that, because the service from HTC is really awfull here in Germany, compared to the perfect service from Apple.

By the way: If I want my HTC One back without a repair, I have to pay 35€. If I don't want it back, they will dispose it for free. Great deal, huh? :P

I keep you updated if I get any news.
[One (M7) General] Poongash:
Please click one of the Quick Reply icons in the posts above to activate Quick Reply.

I spoke with an AT&T rep out of Atlanta, GA yesterday and I brought up the HTC One cracked glass issue, he said that he had heard a few others callers complaining about it. He wrote a note to his supervisor to elevate as well. He mentioned that if AT&T managment (so maybe T-Mobile and Sprint users should follow suit here) got hold of complaints like mine, they would not delay getting HTC to the table to deal with it, as they are in business together, so bad vibes leads to less AT&T business...
[One (M7) General] EricRKnudson:
Was contacted by HTC today regarding the damage, and as reported by others, physical damage=warranty exclusion. I will be attempting to appeal this with HTC but seems to be a waste of time, safe to say I will probably just end up getting the phone back and selling it to go with a Samsung. I am pretty disappointed with a company that seemed to go out of their way to debut a new product(I participated in the preregistration 3 months before the launch date) is not even willing to consider that said product might have some defective units. I will give them one more time to be reasonable with me but I don't really see light at the end of this tunnel. Good luck to the rest of you guys in your efforts!
[One (M7) General] Goliath27:
Has anyone made a replacement for the lens yet? Someone needs to make one!
[One (M7) General] Dark Jedi:
So has CNET, ZDNet and those other sites ever get back to you?
[One (M7) General] joceypphoto:
It seems as if I'm a bit late to this thread, and there has been quite an uproar between users. But to add onto the discussion, I have the exact same issue. Got the phone the day it was released, bought a case for it while I was there, and haven't removed it since. I work from home 90% of the time, my phone sits on my desk. When it's not on my desk it's snugged in my purse between my wallet and my checkbook to keep a flat barrier around it. Last Sunday the exact same crack that everyone has been posting appeared with no rhyme or reason. I contacted my ATT rep who told me under my insurance it would cost me $200 and all they would do is give me a brand new phone, instead of just fixing the issue.

I've been in contact with HTC this week and all they offered me is to have me send the phone in and let them diagnose to see if it falls under warranty and if not, I can pay for their estimate or opt out of it and pay for my phone to be sent back. And with all that time, have no loaner phone while mine is with them, so basically I'm **** out of luck.

I have had many phones in the past, including HTC phones, and have NEVER seen this issue. This is the first top of the line, super nice phone I have ever owned and I've taken extra care with it because of that. Previous phones I have owned have been through hell and back and this issue has never once come up. Even my HTC Evo Shift, dropped time after time, and all that ever got damaged was the body itself.

It is clear that the "glass" is not glass, as previously stated. It's flimsy plastic. There has been enough people on this forum, and over at ifixit.com complaining about this exact same issue. Luckily for me I got about 2 months out of the phone before the issue occurred but this is clearly something that has been a problem from the start.

This is design flaw of HTC. Everything else about the phone is pristine, the quality is amazing. Why skimp out on glass for camera as good as the one on this phone? It's absurd. I sincerely hope that HTC recognizes the issue soon, but it doesn't seem like they are, considering my last email from them was today and they are still acting blind to the problem.
[One (M7) General] EricRKnudson:
It's also worth mentioning that in order to send mine back I had to reactivate an old phone and pay $20 for a new sim card to use it and then another $20 for a new micro sim when my One comes back should I keep it, While also paying for shipping both ways and $90 for repairs. This is quickly in excess of $150 for something that is HTC's fault and in my case T mobile's partial liability for not taking responsibility for a product that they sold.
[One (M7) General] Corduroy-21:
I thought there are adapters for micro-SIM. You could have easily saved all that money.
[One (M7) General] randombirt:
+1

Anyone got a logical explanation for how plastic/glass just cracks on its own yet?

Maybe htc would listen if you had some sort of reasoning for this?!

I got some samples all over my home, and i'm willing them all to just break but they wont!
[One (M7) General] ataft:
If I am using a device, as it was designed to be used, and it breaks, it is not my burden to provide an explanation as to why the broken part would break under those conditions.

If I can prove that I was using/handling the device as it was constructed to do so, then any failure should be handled by warranty.

I admit, in this circumstance, it is harder to prove this beyond reasonable doubt. What does help, however, is if it happens to a statistically significant number of people. If doubt can be cast on the soundness of the design, then it is easier to prove that normal handling can in fact lead to a broken camera cover.
[One (M7) General] Poongash:
HTC One Cracked Camera Glass

No, CNet has not replied to me yet, nor have I seen any articles mentioning it from them or the others. I was trying to promote my idea of reaching out to those larger audience online sites to all the people on this forum who had this same problem (unforced cracked glass) so that if more people contacted CNet and the other online periodicals, they would take much more seriously than just one person (like me) complaining. The senior editors at CNet probably think my complaint is one-off...and that was my concern all along. We need to expand our complaining to places where the most impact can work in our favor...this hasn't happened it seems!!