|Help my Nexus 10 screen just cracked||Jessica Cooler||12/3/12 5:38 PM|
I received my Nexus 10 less than a month ago. While I was using it the screen shattered. I need help I am not sure what to do now. Does this mean it is ruined?
|Re: Help my Nexus 10 screen just cracked||demannutc||12/4/12 7:39 AM|
Hi Jessica. Your best bet would be to contact the Google Play Store (assuming that is where you bought the device) via the information here ==> http://support.google.com/googleplay/bin/request.py?contact_type=contact_policy&policy=hardware
|Help my Nexus 10 screen just cracked||Timothy Stratton||12/8/12 6:51 AM|
I'm in the same boat; contacted Google, sent me to Samsung with a dead end for now. Have you found a resolution yet? If so, please share if you can. Thanks.
|Re: Help my Nexus 10 screen just cracked||Jessica Cooler||12/10/12 7:51 AM|
I have been on the phone for 2 hours this morning and transferred a total of 20 times. I wish that was an exaggeration, but I literally counted every time I was transferred. Four times Samsung transferred me back to Google which in turn transferred me back to Samsung who transferred me to some Warranty Center who doesn't handle WiFi only tablets, so they transferred me to a Service Center (RSI) who transferred me back to Google. Eventually I just called Google and they had me talk to Executive Support at Samsung who still could not help me.
|Re: Help my Nexus 10 screen just cracked||Timothy Stratton||12/11/12 12:27 PM|
I too got the run around; Called Google, sent me to Samsung that sent be back to Google. They were going to send me back to Samsung, then I protested. The support guy called Samsung himself to connect me to the correct people. That this point I am waiting a call from Samsung with the service ticket number so I can send my nexus 10 in. When I get contacted, I'll post who and where I was help here.
|Re: Help my Nexus 10 screen just cracked||Timothy Stratton||12/14/12 9:05 AM|
UPDATE: It's been 3 days and Samsung never contacted me; I replied to Google Play support for a follow up; they informed me they couldn't reconnect with the individual at Samsung that was assisting him. Their only suggestion was for me to track down a third-party repair shop; and that seems less promising. At this point, I can now only assume that if any part of your Nexus 10 breaks, you are on your own.
|Re: Help my Nexus 10 screen just cracked||Jessica Cooler||12/14/12 12:52 PM|
I am on my third day as well. Still no word. Finally complained enough that Google was going to say something to Samsung and Google was going to try to do a manufacturer repair, but still have not heard anything back. At this point, I fear the worst.
|Re: Help my Nexus 10 screen just cracked||Timothy Stratton||12/14/12 1:23 PM|
I started trying at a different angle; I found on samsung's site a way to request service for a device, but you have to register it first. I registered (it acknowledges the device is a nexus 10) with the model number (hidden behind the oval plastic backing: GT-P8110 (wifi only is my model). I registered it and tried to setup service only to get an error message saying my serial number is invalid. It directed me to samsung's help number (1888-987-HELP), which I called before. This time I didnt' say it was a nexus 10, I only gave them my model number. I was transferred twice before a guy told me this was the first time he's encountered a service request for the Nexus 10 and gave me another number that takes me the to a Samsung telecommunications service center to setup a request (1877-652-4507). I was on hold for about a minute and I decided I'll call back another day (can't spend my whole life trying to fix this problem). If you haven't already tried this number, see if it gets you anywhere else.
Make sure you have your model number and IMEI (serial number) for the device. You can find this by prying off the oval backing and look for the 's/n' number. Or go to settings -> about table-> serial number if you can still access the OS. I don't know if this 877 number is specific to my state (From Texas) but you can try it also.
Again, I'll update if I happen to get any further.
|Re: Help my Nexus 10 screen just cracked||Paul||12/14/12 3:53 PM|
I'm sorry I didn't notice this thread earlier. My understanding is that Samsung is the company to call for all repair services. You shouldn't get bounced back and forth between their phone representatives and Google's. I've passed your feedback on to our team that works with Samsung to make sure they're aware of the passing back and forth you've experienced.
|Re: Help my Nexus 10 screen just cracked||Paul||12/14/12 4:56 PM|
Follow-up question: Jessica and Timothy, do I have your permission to share your contact info with the rest of my team and Samsung so we can better track down how the hand-off went poorly? No need for you to actually post it here, I can use the forum's administrative functions to gather it if you don't mind. However do please post back and let me know if that's OK for me to do.
|Re: Help my Nexus 10 screen just cracked||Timothy Stratton||12/14/12 7:39 PM|
Sure, anything that helps.
|Re: Help my Nexus 10 screen just cracked||Jessica Cooler||12/15/12 6:19 AM|
That is fine by me too.
|Re: Help my Nexus 10 screen just cracked||Timothy Stratton||12/16/12 6:35 PM|
More googleing and I finally found a site to purchase replacement screens (from $99 to $199). They are currently out of stock, but you can submit you email to be notified when they become available. This is fallback if Samsung can't help. Here's the site if you'd like to see:
|Re: Help my Nexus 10 screen just cracked||Paul||12/17/12 11:37 AM|
Thanks Timothy & Jessica, I've past details of your experiences on to our Samsung liaisons.
|Re: Help my Nexus 10 screen just cracked||Timothy Stratton||12/18/12 12:45 PM|
I received a call from Samsung this morning and was able to set up to send my tablet in for service. Thanks Paul for the help! Looking forward to playing with my favorite gadget again.
|Re: Help my Nexus 10 screen just cracked||Ashok Chandra||12/21/12 8:20 AM|
I am in the same boat as Timothy and Jessica. I cracked my screen on my nexus 10 and called Google who sent me to Samsung. The people at Samsung bounced me around 17 times on three hours of calls until someone competent finally printed me up a UPS slip to send to Plano. Once it arrived in Plano, Samsung cancelled the order. I called and had it reinstated last night. Samsung sent me a bill for 268.46 to get the screen fixed but they did not provide a working link for me to pay the bill. I called Samsung help again and they transferred me around for an hour and a half before giving me some number in Plano. I called that number and they said they couldn't take payment. They gave me an additional three numbers and those didn't work. Now I am on hold with samsung again trying to pay this repair charge. What should be a fairly routine transaction that would have taken 5 minutes at Apple is a headache because the people at Samsung don't seem to know what they are doing and no one wants to take ownership of the issue.
|Re: Help my Nexus 10 screen just cracked||Alex Joe||12/24/12 9:19 PM|
In the same boat as everyone else. This issue has still not been resolved as of last week. I am still being bounced around google to samsung and vice versa. All I want is my screen fixed. Does anyone know what an imei is? Samsung keeps asking for it but I am sure the nexus does not have one.
|Re: Help my Nexus 10 screen just cracked||Alex Joe||12/24/12 9:19 PM|
|Re: Help my Nexus 10 screen just cracked||Timothy Stratton||12/24/12 10:45 PM|
I believe the imei number is the s/n number and is viewable within the settings --> about tablet panel also hidden behind the matte panel on the back ( I used my fingernail and pried it off carefully). My help eventually came through the Samsung help line (1888 987 help) but check out the number I listed earlier too. I sent my tablet a few days ago now (the screen is on order, its gonna take a little while). Hang in there, you're on the right path.
|Re: Help my Nexus 10 screen just cracked||Timothy Stratton||12/24/12 10:52 PM|
Oh another thing about the s/n number imei deal; you can register the product on Samsung's site, but it'll complain if you try to schedule service through same site. But having that and the model number ( located same place as the s/n number) will help.
|Re: Help my Nexus 10 screen just cracked||Sufian Syed||12/26/12 12:24 PM|
Hey Paul, My Nexus 10 tablet is cracked as well. Is there a number i can call or any other solutions. The only thread i found that had the same problem was this. Please Advise
|Re: Help my Nexus 10 screen just cracked||Alex Joe||12/26/12 2:59 PM|
Thanks Timothy for the insight.
I called a few more times and got transferred a few times but unfortunately they are denying it is even their product.....
This is getting to a point where i want to just chuck the nexus and buy an ipad. At least i know the after sales support is better.
|Re: Help my Nexus 10 screen just cracked||808man||12/27/12 9:23 AM|
I shattered my screen a month after having it and called Samsung, was sent to Google and sent to Samsung again. At that point I gave up and my 10 just sits in its original box at work. I kept saying "I know its my fault it broke just tell me how much to fix it so I can send the dang thing in." I found a couple sites that repair tablets but they dont have N10 screens yet. This whole thing is ridiculous so trust me when I say I feel your pain...
|Re: Help my Nexus 10 screen just cracked||Timothy Stratton||12/27/12 11:07 AM|
Wow, this thread came up on Phandroid.com. Neat. Anyways, I just got notified from Samsung that my tablet was repaired ,so I assume they got a new shipment of LCD screens. Now with Christmas behind us, I hope Samsung/Google can clear up the communication issues. Oh, and just to test it out, it appears I can get further into process on Samsung's site to 'request service', before it couldn't find the Nexus 10. It appears to be able to do so now. So if anyone hasn't already tried, register your product at:
You'll have to log in through your Google Account/ Facebook etc... or you can setup your own account. Once registered, on the 'My Account' page, go to your product listed and click 'request service'. I didn't want to go all the way through this time since my tablet is on it's way now, but someone else in this thread can give it a try.
|Re: Help my Nexus 10 screen just cracked||Sufian Syed||12/27/12 12:07 PM|
I registerd my device and after I continued onto repair request, it asked me to call a phone number at samsung. They transferred me to google. google transferred me to a wifi tablet only repairs which happened to be Samsung. Samsung operator gave me a phone # for a caribbean cruise line. Im not sure exactly wth is going on.
|Re: Help my Nexus 10 screen just cracked||bhumits10||12/27/12 8:37 PM|
yo same thing happen to me too.. i just cracked my screen on nexus 10... nobody know what this tablet is at Samsung i have been on it since two days and noone is helping me out.. the mobile department says to contact wifi-tab dept. and the wifi-tab department says to contact mobile department... finally like the 16th person i talk to he quoted me $268 to repair it but he could not complete the transaction cause the S/N was not in the system or some problem he was having so he told me to call back when there system gets updated( which is when i get old and die)... i just gave up and wait till somebody sells the screen and repair it myself..so disappointed at Samsung
|Re: Help my Nexus 10 screen just cracked||808man||12/28/12 1:13 PM|
I just got an email from someone saying they are from Samsung asking about repairing my tablet. They just asked for the issue with my tab and my serial number. Anybody else get an email like this?
|Re: Help my Nexus 10 screen just cracked||Olivier Renault||12/29/12 3:16 AM|
What is the best way to do it from the UK ? I've tried to register on samsung.com/uk and it does not recognise the device.
|Re: Help my Nexus 10 screen just cracked||Franklin Irelan||1/1/13 1:04 PM|
My story starts out on November 13th, launch day for the Nexus 10. After enduring the launch day debacle I waited anxiously for the arrival of my brand new baby. However when it arrived I was dismayed to find the camera had a hardware defect and had to send it back. So I dished out a nice 400 dollar hold and waited for my new tablet to arrive. Five days later it showed up and I begin to play. But it wasn't long before I noticed it..... the light bleed. I tried to live with it for a while hoping the hold would be taken off my account and I could try again. But I couldn't handle it it was bad, horrible in fact so I decided to contact Samsung, Little did I know that nexus 10 was the basterd child of the Samsung line up. I called the warranty number and was confronted with a prompt menu that didn't even aknowledge the existence of the device and when I finally mashed through to a human he had no idea what my device was and couldntpull it up by serial number. After 45 minutes he actually was able to created a service order and I was on my way.. Or so I thought. It turns out he had fudged it in the system as a note 10 .1 luckily I found out before I shipped it. I again contacted Samsung to try to rectify the situation but this time they insisted Google was responsible for all things to do with the device including warranty. I obviously knew this to be false so I persisted. I spent 2 hours being batted back and forth between Samsung and Google neither claiming responsibility until Samsung finally caved in and gave me a service order. I went into great detail about the problem I was having with the light bleed and they took notes and off it went. Now five days go by and I see it had arrived at there facilities. I had started to get suspicious when after the third day there had been no progress update then I got the email. My service order had been canceled they had never received my device. I immediately contacted Samsung with the tracking information and after 2 hours they had managed to locate it. They wrote another service order and a few days later I got an email stating it has been repaired. Only the email stated the fix they performed was a software update. A software update I thought to myself? I made specific notes indicating the issue was light bleed . They told me I would receive my device no later then January seventh at which point I will promptly send the device back to be repaired again. If I'm lucky I will receive it fixed sometime in early February if they can manage to not screw it up again between now and then which I highly doubt. Up to this point I've spent roughly 12 hours total on phone time with Samsung. I receive nothing but lip service and incompetence. They won't even offer something as simple as overnight shipping after all of this. This is a warning to anyone considering buying a Samsung device that you cannot physically return you are completely on your own . The Nexus 10 Samsung is a ghost tablet.
|Re: Help my Nexus 10 screen just cracked||Franklin Irelan||1/1/13 1:04 PM|
|Re: Help my Nexus 10 screen just cracked||andy.stanislaw||1/24/13 6:02 AM|
I wonder if all these cracked screen capers would be going on if Google would just release licensed cases already. What a joke that's been. 3-4 months after the product launches and still no licensed case available via Play Store. Google, please take note, this is the kind of stuff that matters to consumers. It's the stuff Apple does well. If you want to compete with them in the tablet market, sweat the details. Not having a case available to this point is pretty much inexcusable. Have some respect for this beautiful device you've created and give customers a way to protect it!
|Re: Help my Nexus 10 screen just cracked||juan olvera||2/23/13 9:34 AM|
Thanks everyone for the heads up. I am in the same boat. So I called the number Timothy mentioned:
I called , asked me for my number and my name and email and tablet brand. They forwarded me to another service and assured I would be totally taken care for.
I asked for a number in case I got lost and said that he did not have one but I would taken cared for.
Once I was with the other person, he asked me for my CELL brand. I said it was a tablet nexus 10. The guy said he would forward me to the correct person.
Once I was transferred to a lady that answered, she said I wo\uld have to get transferred to this other line, 18553926398. Once I got transferred, the guy finally asked me for the nexus 10 serial. Guess what? he could not get the serial. So he said he was going to get me Google support. Been online for about 5 minutes and the guy still seeking the number.
I will reply to this to the follow up to this nightmare of service.
|Re: Help my Nexus 10 screen just cracked||juan olvera||2/23/13 9:38 AM|
I am in the same boat. I called the numbers given in this post.
I am currently in the line for the 4th transfer by Samsung representative who could not validate my serial and currently cannot find the google support number to call.The third transfer gave me this number for the fourth 18553926398 in case the call was lost.
I will follow up with this experience once this support representative finds the phone I need to contact. SO far I have been in line more than 5 minutes.
|Re: Help my Nexus 10 screen just cracked||juan olvera||2/23/13 9:41 AM|
Ok the guy found the number to call because he did not fing the serial I gave him: 18662466453. I will call on Monday because their offices only operate M-F.
|Re: Help my Nexus 10 screen just cracked||Moira O'Crotty||4/1/13 10:20 AM|
has anyone found an avenue of help in getting cracked/shattered screens replaced or fixed?
|Re: Help my Nexus 10 screen just cracked||Deisel23||4/3/13 1:54 PM|
I would settle for just the parts to be available...I can fix it myself.
|Re: Help my Nexus 10 screen just cracked||Joe Ambrosio||4/14/13 9:58 AM|
Google sent me over to Samsung - they quoted me $260 to get this screen fixed. Forget that. Does anyone know of any other options out there? I'd rather just go get another tablet at this price, and knowing that solution, I'm clearly not opting for another Google/Samsung.
|Re: Help my Nexus 10 screen just cracked||Ethan Burton||4/30/13 10:42 AM|
My mom just broke the screen on her Nexus 10.... Surely there are parts out there somewhere? I have called around to repair shops and have found none yet that can do the repair. I am anxious to know if someone out there can do the repair for cheaper than samsung. (or even sell me the parts for less and I can do it)
|Re: Help my Nexus 10 screen just cracked||vortex-5||5/2/13 7:53 AM|
Same boat my mom just broke her screen. Calling google bounces me to samsung, samsung USA doesn't know the product exists, I'm canadian so eventually they bounced me to Service Absolut samsung's 3rd party repair center.
It's a dead end they have not returned my phone calls or my emails so I'm at a loss. I'm considering getting a new tablet but this after purchase support issue is making me consider other options perhaps non android options as I don't want to get a skinned tablet and be 3 versions of android behind.
Nexus 10 is a premium devices for a premium device the service is very poor.
|Re: Help my Nexus 10 screen just cracked||Chris Sorensen||5/7/13 4:18 PM|
I bought three for my family for Christmas and two of the three are already broken. One with a cracked screen (thanks for not having cases) and the other just does nothing (a light flashes on and off inside). I have had 3 ipods and 3 iphones over the years and have never had a problem with function or with seeking service (replaced one screen).