yashsingh1/xdaforums huggingface dataset:
[Onetouch Idol 3 Q&A, Help & Troubleshooting] stl1859:
Have you approached Alcatel to see if they will replace the device/display under warranty? Clearly you did not do anything out of the ordinary - drop it to knock it against something - so they *should* replace it, and if not, you should be able to take it up with your credit card company. I feel sorry for your situation. I got my phone for $200, have no problems except the lag ( and more recently more frequent d2w issues ) - and I am waiting for something like you to happen to me. At that time I will have to take it up with Alcatel , because I certainly want to keep the device, for its bright screen and loud speakers alone, for the $200 I paid.

Electronics are not flawless articles - but my suggestion would be give Alcatel support a chance. This will also tell all of us, how good their support really is. Abt 4 years back, I was one of the lucky ones that got in on the $99 HP Touchpad sweepstakes - and right after I got it, the display panel started malfunctioning. So I took it up with HP and they sent me a prepaid box - and had me ship the tablet back to them - and returned it to me after replacing the display. Since that day, that device has been a workhorse for me - Best $90 I ever spent on a piece of electronics. So my point is - sometimes - your immediate experience will be negative - but it is worth give it another chance. And these days, usually your CC company will come to your rescue in such matters.
[Onetouch Idol 3 Q&A, Help & Troubleshooting] psu2fan:
Oh absolutely. I guess I wasn't very clear about that but I'm retelling my story with them. I certainly hope they do something about it, I just have my doubts.I'll have to read through the terms on my credit card, can't remember if I used Amex or Discover for it.. but I thought you just got an extended warranty through them, no?
[Onetouch Idol 3 Q&A, Help & Troubleshooting] psu2fan:
Ok I sent out my lengthy email to Alcatel just now, so I'll update this thread when I hear back from them. Also I looked into my purchase and I did use Discover which includes 90-days device coverage including broken screens so I'm covered in case Alcatel doesn't come through. Thanks stl1859, I would not have remembered that if you didn't mention it.
[Onetouch Idol 3 Q&A, Help & Troubleshooting] DallasCZ:
many of todays phones has this 2.5D corners, so bad luck...it happens. I got ZTE V5, felt many times so i bought screen protector shield (plastic, not foil) and rugged back cover...anyway felt from 50cm to the ceramic tiles and got broken screen..it happens ...**** happens. Hope you will get osme satisfactory. And minimal to barely moderate pressure, really? Do you think that his would someone believe?
[Onetouch Idol 3 Q&A, Help & Troubleshooting] psu2fan:
I know it's hard to believe, I have a hard time believing it. Which is precisely why I posted about this. And yes it was minimal to moderate pressure. I did not drop the device, it was in my pocket and I didn't bump into anything. The only pressure exerted was from my pants as I shifted to the left to get out of the car. I've certainly been fortunate over the years to have never broken a screen; I've dropped my previous phones a handful of times, even rolled over one while it was in my pocket. If any of those things would have happened and resulted in a broken screen/bent phone I wouldn't be posting here.. I expect that outcome in those situations. Also no I don't expect Alcatel to believe me, which is why I was so worried about spending my money on a device only to have it fail in this manner. Thankfully due to the suggestion of another member I will be covered thanks to my CC company.
[Onetouch Idol 3 Q&A, Help & Troubleshooting] stl1859:
You are still going to try getting a replacement from Alcatel, right ? I am really interested in knowing how efficient they are in handling repair/exchanges.
[Onetouch Idol 3 Q&A, Help & Troubleshooting] psu2fan:
Yes, I'm currently waiting on them. Since I submitted the support email going into the weekend I'm giving them through Monday to reply before I start calling them.
[Onetouch Idol 3 Q&A, Help & Troubleshooting] psu2fan:
Well, As expected.. BTW the phone number listed is not valid. Had to initiate claims online at alcatel.finetw.com Customer care didn't care (haha) how the phone broke, though I wouldn't expect them to. I'll include a copy of my original email with the phone so that hopefully the tech at least takes a look at the strength of the phone.

Dear xxxxxx,

Thank you for getting in touch with us. We understand your concern and we will be happy to assist you. Unfortunately with physical damaged the warranty gets void, so you can contact the repair center and ask how much they will charge you to fix device, the phone number is 496-484-6610..

Best regards,

ALCATEL ONETOUCH
[Onetouch Idol 3 Q&A, Help & Troubleshooting] stl1859:
First, that is a pathetic response. With that kind of attitude, they are not going to gain many customers. Second, I don't think that is a valid statement at all. Defects can cause 'physical damage'. It is a piece of electronics after all . If they are not covering 'physical damage' - what are they covering - emotional damage !!!

They probably meant physical *abuse* - which in your case - there was none. So I do not think they have grounds to decline warranty. It appears that they are simply assuming there was 'physical abuse' . Let me ask you - did you explain the incident - to the level of detail that you did over here ? ( meaning how it was in your pant's pocket - and how there might have been some pressure when you tried to get out of your vehicle , etc etc. ) - Or did you simply tell them that you discovered the screen to be shattered one fine day when you took it out of your pocket ?

Are you still engaging with them, or are you going to go to your CC company now ? I am disappointed with their support. Clearly, the only way they can sell anything if they keep pricing their products dirt cheap. Even then, I would think twice before buying from them.
[Onetouch Idol 3 Q&A, Help & Troubleshooting] Medina623:
I'm just thinking that this is going to be my last Alcatel product if I even decide to keep it. This support is pretty bad.

Sent from my 6045I
[Onetouch Idol 3 Q&A, Help & Troubleshooting] Karly Johnston:
I keep mine in jeans, including skinny jeans and don't have these issues. It doesn't have much give so I have to position it in the pocket with the least pressure points. I would expect screen separation before screen cracking since it is plastic. I have had issue when its hot the double tap to wake will turn on the lock screen and dial contacts if the pocket is big enough for it to move around. So far I am impressed with dragontrail being less prone to fingerprints, but I do everything to avoid scratches and cracks short of a screen protector so take that into consideration.
[Onetouch Idol 3 Q&A, Help & Troubleshooting] gavolo:
i dont think any brand will buy your story even if its true. any physical dmg will become a user end fault no matter which product you purchase since theres no way to prove its their manufacturing fault when its physical defect and the end user is using it.
[Onetouch Idol 3 Q&A, Help & Troubleshooting] psu2fan:
This is really the crux of it. And why I said I did not expect them to do anything. The only way to uncover a design flaw IMO is if this starts happening a lot (like bendgate.. well maybe not a lot in that case but some people showing on video how easily it bent). Also yes I went into great detail about the when/where/how the device broke. I also included the details with the phone, imploring the tech to at least look at the device to determine if there's a structural weak point or something. Sorry I took so long to reply, I've been getting my backup device (LG Leon.. ok phone for price but slooooow) setup and haven't been to the site in a few days.
[Onetouch Idol 3 Q&A, Help & Troubleshooting] psu2fan:
Yeah I'm going through the CC company now. Interestingly I had to pay $40 to send the device back listing the screen as broken, so maybe (knock on wood) it won't be as expensive after all
[Onetouch Idol 3 Q&A, Help & Troubleshooting] stl1859:
So Discover wants you to pay $40 to ship the device for repairs ?

I see the point that other posters have made - that any *exterior* damage will always be blamed on the user and never covered. I am just wondering that if you had said that the screen shattered , and it was just subject to 'normal usage' - what their response would have been. I do realize that it probably would have been the same - but just wondering. Anyway - good luck with your repair - Sorry that you had to go through this. I am keeping my fingers crossed.
[Onetouch Idol 3 Q&A, Help & Troubleshooting] psu2fan:
Gotcha, nah I chose to be honest. I'm still hoping they pass the info I gave onto their engineers. No The $40 was to Alcatel. I had read on Amazon that the screen replacement is $140 so I was hopeful that the $40 covered the screen :p Not likely. It's probably for diagnosis and shipping it back to me :(
[Onetouch Idol 3 Q&A, Help & Troubleshooting] RichANt82:
Question?

So what was the end result, did they fix it?
[Onetouch Idol 3 Q&A, Help & Troubleshooting] psu2fan:
They just shipped it out yesterday, I won't have it in hand till Tuesday. It was a longer process than I anticipated. I shipped the phone insured and it arrived at their facility on Friday June 26th. On thursday July 2 I got impatient having not heard from them. I called them up and they informed me that the phone was "in process". I told the guy that I was confused because the RMA website didn't show that they'd even received it let alone that it was in process. He assured me everything was fine. The following day I finally got an email saying they'd received the device and would now diagnose it. Well they didn't get to it till Monday when they informed me I had a broken screen (obviously?!) and that they charge $40 for labor/shipping and the $54 for the part and to reply whether or not to proceed with the repair. I said yes, got an invoice on Tuesday for $108-ish dollars after tax. Well I'd already paid the $40 to them as it was necessary to acquire the RMA when I was sending the unit in. So I then I emailed them back with a copy of my receipt than I'd already paid the $40 and they quickly sent a new invoice leaving that charge out. I paid and they repaired and shipped it same day (yesterday, wed.) I think I mentioned in an earlier post that someone on Amazon paid $140 to have the screen replaced... This is likely because they paid the labor/shipping(they call it triage fee) fee twice, once when getting the RMA number to send in the unit and then once again during repair so If anyone has to send theirs back for any out of warranty repair WATCHOUT and save your receipts! I was annoyed that it took so long for them to even "receive" the device but I will say that once they have it in hand they are very quick about fixing/shipping it out. No mention or acknowledgement on their part about my lengthy letter so that probably went nowhere. I'll update once I have the device in hand to make sure the bend is gone.
[Onetouch Idol 3 Q&A, Help & Troubleshooting] stl1859:
So you paid ~$108 to Alcatel to repair you device - but did Discovercard help in any of this ? Are they picking up the tab ?
[Onetouch Idol 3 Q&A, Help & Troubleshooting] psu2fan:
Yeah $108 for the repair plus $9.xx for insured shipping from me to them. I'm guessing Discover won't cover that portion :p I haven't actually filed yet. I Will do so once I get the device back and I confirm that it's been repaired fully (I want to make sure that bend is gone). I don't anticipate any problems getting reimbursed from Discover based on other web searches I've made looking into the matter. I have an email from Alcatel explicitly stating what the two charges are for and receipts for each; it shouldn't be a big deal, maybe just have to wait a while for the check.
[Onetouch Idol 3 Q&A, Help & Troubleshooting] yomuppet:
Would you please share a link to which case you had on the phone? Thank you
[Onetouch Idol 3 Q&A, Help & Troubleshooting] psychoragondin:
I got my "Idol 3" two weeks ago, and drop it for the first time yesterday. Not a spectacular drop, the phone fall down from my pocket when I was sat on a chair, 50 centimeters high, and I barely noticed the noise. Result : broken glass, and a quarter of the screen does not react to touch input anymore :( I didn't have any protections on the phone.

So I guess either I was really unlucky or this phone is really fragile.

Does anyone know if it is possible to replace the glass by ourself ? and where to buy the part ?
[Onetouch Idol 3 Q&A, Help & Troubleshooting] psu2fan:
Sorry to hear about your phone. AFAIK we aren't able to repair the phone ourselves yet because the part isn't available yet.

On another note my phone came back yesterday.. or should I say a new phone. They sent me a new phone along with the letter I sent them. Oh well, probably too much to ask that they pass it on. I'm definitely happy they gave me a new device in case the old phone was a lemon.
[Onetouch Idol 3 Q&A, Help & Troubleshooting] Cherryz:
Same Issue

New Idol 3 as of June 26. It has been performing very well for my wife and meets all of her needs. Unfortunately, she told me yesterday that it was acting erratically and she found a crack running the length of the screen. No bumps, falls or bruises- just pulled it out of her purse. I could not find any point of contact causing chipping or any obvious contact. The only thing I have done lately is to install the most recent update that made the double tap wake/sleep feature finally work. I tested it a few times with gentle tapping and called it good. Does anyone think the screen is so poorly supported that just normal tapping could break it? I'm not an expert like you guys, just an average user but if Alcatel is going to have a problem like this, others should know. I tried to call Alcatel service but spent thirty four minutes on the phone and gave up. I can't imagine that they would take responsibility for that but I did not hurt to ask. I found a replacement on Ebay and should have it in a few days. After that I will probably take it to the phone repair store an hope the fix is reasonable. I'm pretty handy and could attempt it myself but I have not been able to find any sort of tutorial or factory support material giving me an idea where to start.
[Onetouch Idol 3 Q&A, Help & Troubleshooting] stl1859:
Sorry to hear about your experience. So much for Dragontrail !! I cannot believe Alcatel would not cover something like this on warranty.
[Onetouch Idol 3 Q&A, Help & Troubleshooting] Cherryz:
Well, I honestly do not know if if would be covered under a warranty but my best guess is no. The author of this thread ended up paying for his and I expect to do the same. I really don't want to throw it away as it is a pretty solid phone every other way. Like I said, I was on hold for thirty four minutes without anyone answering on the Alcatel tech line and that just tells me that their service is just about as screwed up as One Plus. And, to add insult to injury, they just put it on sale today for $199. Tell me that doesn't suck.
[Onetouch Idol 3 Q&A, Help & Troubleshooting] psu2fan:
Here's the link, it's the black jelly case. Honestly it's not my favorite. It's glossy and I prefer ones with a matte finish like the cimo s-line cases. Since I'm anal I had to have something on the phone from day one and this was the only tpu case available at the time. I'll likely keep this unless the phone starts slipping out of my hands.

https://www.amazon.com/gp/aw/d/B00X98YZLK/ref=ya_aw_oh_pii
[Onetouch Idol 3 Q&A, Help & Troubleshooting] yomuppet:
That's really too bad, that's my preferred type of case. Sorry to see the reports of this phone screen being fragile, it looks nice otherwise!
[Onetouch Idol 3 Q&A, Help & Troubleshooting] gavolo:
for me i was lucky as i dropped it on a carpet floor. probably wont survive if otherwise.
[Onetouch Idol 3 Q&A, Help & Troubleshooting] Acreo Aeneas:
Wooo. Now I'm a bit worried about mines breaking like yours. Hopefully the case I got below helps mines fare better in my pockets (khakis, loose fitting). I normally keep my phone in a front pocket and go to work with it (sometimes I have to get down on my knees to work on things). So far I haven't had any issues with Nexus 6, but that may be a combination of the phone's curved back design, metal trim edge, and hybrid hard case I have that adds extra rigidity. And the Nexus 6 also has a OGS laminated on top of the bezels, though it curves down the sides.

As for AGC's Dragontail, it basically performs similarly to Gorilla Glass 3. The first-gen Moto G uses it as well as the iPhone 5 and a few other devices.

http://www.amazon.com/Alcatel-OneTo...8&qid=1437061517&sr=1-15&keywords=idol+3+case
[Onetouch Idol 3 Q&A, Help & Troubleshooting] Cherryz:
Problem solved

I wrote Alcatel support and explained the mysterious broken screen and asked for my options. I was fully expecting to be told that it was my problem but they surprised me and asked me for photos of the damage. I did that and just tonight they told me that they would send me a replacement and even gave me a prepaid shipping lable to return the unit. There was no talk of blame or responsibility, just an excellent effort to satisfy an honest customer. I can't really think of a smoother resolution to my upsetting problem and I will certainly give their future products a first look. The Idol 3 is an excellent product that just got better.
[Onetouch Idol 3 Q&A, Help & Troubleshooting] 3dupunk:
Reading this makes me doubt my purchase, I've read that dragontrail is more likely to break from a fall than gorilla glass (can't remember where atm). I honestly don't have much faith in Alcatel, I've talked to their csr's and wasn't impressed to say the least. Might just return mine and buy a op2, or a nexus later in the year.....
[Onetouch Idol 3 Q&A, Help & Troubleshooting] Cherryz:
Well, I'm going to put it in perspective. There are two instances outside of mine in this forum where one phone was bent then broken and the next I believe was dropped- easy ways to break a screen. I believe mine was simply a qc issue and pretty much bad luck. Over on Amazon they have page after page of five star reviews and I got tired of reading them before I found an instance of a broken screen. I have the replacement coming as I stated above and hope to have no more issues. I'll bet you are going to be just fine and when your dream phone comes out, put the Idol up for sale and it should move fast.
[Onetouch Idol 3 Q&A, Help & Troubleshooting] psychoragondin:
Wow that's great ! Which Alcatel service did you contact ? From which country ?
[Onetouch Idol 3 Q&A, Help & Troubleshooting] Cherryz:
USA support via email to customer support. I got an almost immediate response. I sent the phone back Monday and emailed my tracking number and received the replacement today shipped out of California. I am very, very pleased with the whole process and like I said, I will pay much more attention to their new products. I use a Zenfone 2 myself and I think I like the Idol a bit better.
[Onetouch Idol 3 Q&A, Help & Troubleshooting] psu2fan:
That's incredible! I'm happy your return experience was good, hopefully your experience will be the norm. I'm jealous of how fast yours was. I waited near three weeks. I am being extra careful from here on out. I note religiously take it out of my pocket before getting in the car so hopefully I don't have any other mysterious breakages. Your return experience gives me hope that Alcatel is a company worth considering in the future. Time will tell certainly if these are isolated incidents or not.
[Onetouch Idol 3 Q&A, Help & Troubleshooting] xonix240719mu:
I dropped my Idol 3 on hard concrete and cracked 1/5 of the screen, rendering that portion of the touchscreen unusable.

Reply from USA Alcatel support after emailing them:

Based on the posts in this thread, I think I will probably not send in to Alcatel for repair. Now waiting for a teardown guide before I pull trigger on a replacment digitizer on ebay.
[Onetouch Idol 3 Q&A, Help & Troubleshooting] psu2fan:
I could be wrong but I thought the digitizer is fused to both the glass and LCD so you would need a complete assembly to do this successfully.
[Onetouch Idol 3 Q&A, Help & Troubleshooting] xonix240719mu:
I have absolutely no idea on that too. But the digitizer is indeed currently available for purchase on ebay so I'm assuming it's not fused together.

That's why I'm waiting on a teardown guide before buying the replacment part.

To be honest, I wouldn't mind getting a lcd+digitizer assembly if it's not too expensive as it would be a simpler repair compared to having to pry off the broken digitizer.
[Onetouch Idol 3 Q&A, Help & Troubleshooting] Don_GT:
Busted Screen

I just recently broke my screen, dropped it face first. The lcd was fine, but the digitizer was cracked and not responding. I was able to take the phone apart, it was surprisingly simple. The screen and digitizer are definitely fused together. So far no luck in finding a place that sell the whole lcd assembly.
[Onetouch Idol 3 Q&A, Help & Troubleshooting] psu2fan:
[MENTION=219347]Don[/MENTION]_ GT

That's good info, thanks for sharing. Did you try contacting Alcatel to see if they'd send you the screen assembly?
[Onetouch Idol 3 Q&A, Help & Troubleshooting] psychoragondin:
I contacted Alcatel in France to repair my Idol 3 (broken glass and digitizer, LCD is OK), and they indicated a price between 95 and 120€ (excluding tax) to repair the phone.

Btw : do you know any software to disable touch input on a part of the screen ? Even with a part of the screen where the touch input does not work, my phone is still usable (the "reversible" feature helps a lot here). However sometime some artificial touch input are triggered on the broken part of the screen which make the phone unusable for few minutes. If it would be possible to de-activate the touch input on this part the screen, that would be great !
[Onetouch Idol 3 Q&A, Help & Troubleshooting] Don_GT:
I read through the posts and didn't feel like going through the hassle of dealing with Alcatel. After days of searching I was able to find a full LCD assembly for $115 shipped on amazon. I already took my phone apart, just waiting on the part to arrive.

Heres the link

amazon.com/gp/product/B0140ELJ1U?redirect=true&ref_=ya_st_dp_summary
[Onetouch Idol 3 Q&A, Help & Troubleshooting] xonix240719mu:
Nice ! Do share with us your repair experience afterwards.

By the way, any hidden cables/ribbons to take note of while removing the back cover ?

[YOUTUBE]YWmuVFr8iGI[/YOUTUBE]

Wondering if the LCD and Digitizer is just held together by 3M adhesive ...
[Onetouch Idol 3 Q&A, Help & Troubleshooting] zataps:
no more availibility

the amazon link for full assembly is now over no more availibility !

115$ was a good quote

see other thread on that subject if you have found a sourcing for full assembly

rgds
[Onetouch Idol 3 Q&A, Help & Troubleshooting] Funnick:
Just a quick FYI - I had nearly the exact same experience, I had my new Idol3 in my pocket and was moving around, I think it got sideways in my pocket and I squatted to pick up a cable and the next thing I heard was the phone powering up. I wondered why as I usually keep it on vibrate, and when I took it out of my pocket it was broken. Alcatel here in Canada said I should get a replacement through my provider since I had only owned the phone for 3 weeks. My provider said no, and so now I am sending it back for repairs or getting a new one, depending on the cost.
[Onetouch Idol 3 Q&A, Help & Troubleshooting] macallik:
Did you have a case on it when it broke on your pocket?
[Onetouch Idol 3 Q&A, Help & Troubleshooting] Funnick:
No, it did not have a case, so thats why I have not been going at Alcatel too hard, but I don't think I did anything that this phone couldn't handle. I've had an iPhone 4 for 3 years and not a single problem, not even a cracked screen.
[Onetouch Idol 3 Q&A, Help & Troubleshooting] Nikola Jovanovic:
You have to have in mind that this is a big phone, easily breakable compared to the smaller units.

Sent from hell