WOW, thanks people! I feel empathy for you all for going through Sprint's horrible customer service, but maybe you can feel a little solice in that you all have convinced me NOT to buy the Pre. I have 11 days till I am eligable for an upgrade, and the Pre was at the top of my list... not any more. This topic has more pages than most every other thread in the forum!

So now I'm wondering when the 2nd gen is coming out? I think I'm just gonna wait for that instead of buying this widely reviewed 1st gen Palm Pos, ehem I mean Pre.

Yesterday my Pre cracked for the second time. I got it replaced the first time through the Sprint insurance and that was a mess. This time it is 1 crack across and down the screen. Called a Sprint store today just to see if anything changed so I could maybe bring it in a swap out. They said it was physical damage again and will need to go through insurance. I asked how much their cheapest phone was for a standby and was told $225 without a contract! I declined getting the number and I called Palm using the 407-531-4496 number. I got an advance replacement setup fairly quickly and I wasn't asked how I got the number either. The guy that helped me was great. Sprint should learn some customer service skills from Palm! Love the possibilities with this phone but this cracking screen issue sucks. Kinda glad I'm not to be expected to answer any texts for the next few days though!

It is shocking that Palm and Sprint still refuse to acknowledge this issue.  For anyone having issues with Sprint, do not back down.  Just keep asking for the next level of supervisor and consistently remind them that there is more than enough evidence online and in printed news to bring a class action lawsuit if they do not refund the money as a manufacturer defect.  It took me literally a month to finally get my refund, but I got it.

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Sprint wrote:

Dear (doojer),

Thank you for contacting Sprint Nextel. It was my pleasure serving you today. I am personally committed to providing excellent customer service. My goal is to make certain you can say YES when asked if your issue has been resolved.

Sprint Nextel has processed the following transaction(s) today:
• Adjustment: A credit adjustment in the amount of $199.99 has been made to your account.

If for any reason your issue has not been fully resolved, we’d like to hear from you. Your voice is extremely important in understanding how we can improve our overall customer experience.

By replying to this email, we will ensure your comments are noted and any unresolved issues are addressed. To better assist you, please provide your account number and mobile number in your email reply.

Thank you for choosing Sprint Nextel. We appreciate your business and look forward to serving you in the future.

Sincerely,

(Sprint Rep)

Dedicated to Excellence!

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My wife's phone just cracked. She takes care of her phone like anything and this has happened. I don't know what to do. She does not have insurance either!!

My question to DocSpark1 - How much did you pay for the replacement? And is this number you listed is of Palm?

TIA,

Just wanted to put my $0.02 in here.  I called the number provided above (which is Corporate Customer Service btw) and spoke with Torie.  He did a fantastic job of handling my case, although he did specifically deny it was a manufacturing defect (not a big deal there, they produce so many of these things that I'm sure we're in a 1-2% group).  My new phone is on the way via the Advance Exchange service.  One thing to note, they will charge you a $29.95 processing fee to use the service.  If you're like me, you'll end up paying it; you get the new phone faster that way and it's still far less than the Sprint's insurance BS.

Props to Palm and Torie for handling this well!

Again, people... this is a manufacturer defect.  You are not responsible for improper manufacturing on the maker's end.  Simply tell them that you refuse to be a victim of improper manufacturing, you did nothing to cause the crack which has been reported by thousands of customers online and in print and you expect a refund or you will file suit.

One more time-- this is a manufacturer defect.  Sprint and/or Palm are required by law to refund your money or replace your phone.

Well, add me to the list of cracked screens.  Same story as everyone else.  It basically was working 1 minute and then all of a sudden the touchscreen became unresponsive.  Upon further inspection I noticed the same spiderweb cracks with the epicenter being the center button. 

I bought my Pre from a Best Buy on 10/12/2009.  It cracked on 10/30/2009.  I've read through all 27 pages of this thread, and the one on Precentral, and I have only sympathy for everyone else with this problem.  I contacted Palm through their online support chat and was instructed to try and take it back to Best Buy.   I will try that today, but I'm not going to be expecting any miracles from them after reading this thread.

I am curious though as to if this defect is actually solved or not.  The manufacturing code for my phone says it was made in June of 2009.  So I would assume I have one of the "first batch" phones.  Now being that I bought mine 5 months after launch, I would be willing to bet that my local Best Buy hasn't sold many Pre's yet and still has their original stock of them.  I know some people have had their replacement Pre's screen crack as well.  I wonder if anybody that has either dealed with Palm directly for a replacement or sent their's into Palm has had another cracked screen. 

I would hate to get a "first batch" Pre again from my local Best Buy and have to do this again in another 3 weeks.  I am actually hoping that Best Buy refuses to replace this Pre so that I can send it in to Palm and maybe get a "newer version" of the screen.  Of course, all of this is speculation.  I want to thank anyone that has posted a phone number in this thread or their session ID with Palm Support Chat.  I know it has helped me and will continue to help others.  I know that if Best Buy won't replace the phone and I have to contact Palm, I will ask them if this is a known defect.  I'm sure they are instructed to say "no" but I will then cite the other chat session ID numbers listed in this thread and ask them how many times do they have to fix the same problem before it is a "known defect".

-Best of Luck to Anyone else that Experiences the Screen Cracking

-Readonly