[Galaxy S 4 Q&A, Help & Troubleshooting] shaneveeg:
Consumer Action Website

I haven't read all 87 pages in this thread, but someone mentioned gathering together individual reports of this particular problem (the AMOLED cracking with no obvious impact or mistreatment). I am wondering if anyone has started any such formal list yet.

I imagine there is some kind of general purpose "Consumer Action" website which could handle logging these reports. If not, there should be. Anyone know of one that would be appropriate for starting a list to log this problem and get the attention of Samsung?

Personally I had this problem and talked with Samsung by chat last night (They can't handle this other than to say it sounds like physical damage and is not covered), then by phone (experienced excellent phone support actually). On the phone they heard the problem, expressed that it sounded like physical damage that is not covered by MFG warranty, but I explained that it suffered no impact and has no evidence of damage to anything on the exterior. They offered to accept the phone for a free evaluation (free shipping both ways too), and if they decide that it's not covered, they would offer to ship it back broken for free, or fix it for about $180. That's cheaper than buying the part from what I can tell ($204 usually on Amazon or Ebay). So I went that route and hope they fix it for free to avoid the hassle of what I propose next.

My phone is about 90 days old, in like new condition with no indication of any drops or other impacts. I don't know what caused the AMOLED to crack with no exterior damage to anything else, but it's obvious that the design is weak in this way. It's possibly a temperature change or bending that causes the issue. The glass must be able to handle more than the AMOLED under it can.

In any event, this is a "Mobile" phone. It's not a device that I set somewhere safe permanently and give it remote commands to do it's functions. There is some level of expectation that it be able to handle "Normal wear and tear."

A car is made to be driven on roads that sometimes have bumps in them. If I went out to my garage and found that mine had a cracked drive shaft that must have broken last time I used it, but didn't remember anything exceptional on the road, I would suspect that drive shaft had a design flaw. If I went online and found a thread 87 pages long of other owners having the same issue, I would feel confirmed in that suspicion. I expect that the same laws that set standards for many consumer goods would apply to mobile electronics if a case were to be made against manufacturers who sell electronics that end up being too fragile for their intended use.

Many responses to issues like this amount to "You bought it. If you don't like it, don't buy it again. Vote with your dollars!" But that's not a realistic option here for several reasons.

The devices cost over $600, causing financial hardship to consumers who get one with a multi-year contract at a large discount only to have a long contract they have to pay, and a useless device, high repair bill, or the need for another phone at full cost. This is not a small purchase for many.

The company likely makes no specific claims for how durable the device is and doesn't wish to be held accountable for any level of mishandling of the devices because this could lead to abusive claims of individuals breaking phones to get new ones for free.

Mobile devices are by their nature subjected to varying levels of harsh conditions. There is some point at which use crosses over to abuse, defining that line can be challenging. However, there is some expectation for the ability to use the device as intended. And I think it could be shown that this device fails regularly to be a "Mobile" phone under normal use. What percentage of devices fail in this way in any time period is likely only known to Samsung. And it's in their interests to handle it quietly to avoid fraudulent claims.

I will post again when I hear from Samsung on whether the repair is free or not. If it is not, I will argue with them, then pay for the repair because I want my phone back working. Then I will either find a website to gather consumers together on this issue for the sake of pressuring Samsung into offering this repair for free and rebating those who paid, or (being a professional web developer) I will build said website and post the link here and in other places mentioning this defect.

Hopefully they have improved the design by now and will responsibly correct the issues for existing users, but they are a corporation, and the only real motivation that can be counted on is financial incentive. It is up to consumers to leverage the legal system to hold corporations accountable for their actions when "voting with your dollars" is not enough.