Cracked screen after 2 weeks WITH a case...

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My Moto G4 phone screen cracked. It's 2 weeks old and has a case that has 6 ft drop protection that I bought from Koodo at the same time as the phone.

The problem is I went out of the country and won't be back for a few months. Is there warranty and can anything be done to repair/replace? This is very disappointing as the case specifically says it protects from up to 6 ft of dropping, and my phone barely fell from 2 feet. It was such a gentle fall and I never expected the screen to crack :(
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Julie K

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Posted 2 years ago

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Paul Deschamps, Mobile Master

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If you pay monthly for the extended warranty then yes it's covered, if you didn't get the extended warranty then no its not covered as its considered physical damage. Having a case on a phone doesn't make it impervious to damage no matter what the case claims as its just a deterrent against damage. Cases no matter which one can only protect the display against drops on a completely flat surface, if there's any little pebbles or anything smaller than the opening of the case where the display is it will still hit the display which is why it's best and more important than a case to have a screen protector on the display to protect against the display cracking.
On your repaired or next phone I strongly suggest using a Tempered Glass screen protector which will take he brunt of a drop or scratch instead of the actual glass of the display.
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Goran, Mobile Master

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I'm going to tell you a story I read: a spokesperson for Otter cases would regularly throw his phone with their case around whatever room he was demoing in. Then he was out with friends a was going to show them the case. He took h phone ou of his pocket, but It slipped and fell two feet. The screen shattered. Without the case having some sort of shock / drop certification slapped onto UT, and I'm not sure that's possible, there's no certifiable guarantee. And it could very well have been a minor manufacturing defect in the screen but no one will admit to it and it would be cheaper to buy a new phone than to do the non-destructive testing and maybe find something.
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rikkster, Mobile Master

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If you haven't subscribed to the extended warranty program, a reputable cell phone repair shop should be able to repair the damaged screen usually within a shorter turnaround time compared to shipping it to Lenovo/Motorola.