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Back camera glass cracked Nov 26, 2015

  1. fh9977
    Eclair Nov 26, 2015

    fh9977 , Nov 26, 2015 :
    Hi, dropped my phone and back camera glass cracked. I have a flip cover, was surprised that a drop from my desk cracked the camera glass. Camera still works. Raised with support, repair costs estimated at £249, when a new phone is £289 i. e. a drop from 1m high desk wrote off the phone. They said camera is built in into the motherboard, so it can't be replaced, I would need a motherboard replacement hence the cost. Looking at the ifixit website it seems that technical support is wrong https://www.ifixit.com/Teardown/OnePlus 2 Teardown/45352
    It should be possible to replace just the camera, and shattered glass is actually attached to the back plate (see steps 5 to 7 at ifixit). So it should be a simple issue to fix.

    Did any of you had a similar problem? How was it fixed?

    In my opinion warranty would have to cover as 1m drop with phone protected by flip cover is not abusing or mishandling, glass must have come from a bad batch to be so brittle.

    What do you think?

    Thanks
    FH
     
    #1
    am6pm, vsm007, sunilbagalur and 1 other person like this.

  2. Tarfex
    Ice Cream Sandwich Nov 26, 2015

    Tarfex , Nov 26, 2015 :
    Wow, I always worry about dropping my phone and cracking the camera. I try to take care if my phone as much as possible. Thnx OP for letting me know of the dangers lol
     
    #2

  3. Bharath HT
    KitKat Nov 26, 2015

    Bharath HT , Nov 26, 2015 :
    Sorry to hear that buddy.
    Dropped my phone on the stones of a railway track couple of days back but luckily escaped with just few scratches on the metal rim.
    I am wondering how yours fell that its broken the camera glass.
    My phone had no protection with a back cover or anything.
     
    #3
    aayush.08, sunilbagalur and Tokolozi like this.

  4. gtargui
    Froyo Nov 26, 2015

    gtargui , Nov 26, 2015 :
    According to many users here, OnePlus support seem to have a habit of wanting to replace your motherboard for practically every reason possible, even if it has nothing to do with the motherboard.
    I think you will have a really hard time trying to find a replacement camera module because it is such a new phone, and even if you did I can imagine it will be very expensive because its a new phone.
    Sorry, it sound like at the moment you are out of luck.
     
    #4
    vsm007 and Bharath HT like this.

  5. kanagadeepan
    KitKat Nov 26, 2015

    kanagadeepan , Nov 26, 2015 :
    LOL.. Cost of camera glass is almost 90% of the phone.. Guess what will they charge if the camera itself was damaged, may be twice the price of the phone...
     
    #5
    F_Shelly_Chadha_LJTT, Mistic, sunilbagalur and 2 others like this.

  6. Bharath HT
    KitKat Nov 26, 2015

    Bharath HT , Nov 26, 2015 :
    Maybe a signed empty cheque:p
     
    #6
    sunilbagalur and kanagadeepan like this.

  7. kanagadeepan
    KitKat Nov 26, 2015

    kanagadeepan , Nov 26, 2015 :
    Not a big issue for me, as bank account is also empty... :p
     
    #7
    bala, vsm007, Gurinder and 2 others like this.

  8. Bharath HT
    KitKat Nov 26, 2015

    Bharath HT , Nov 26, 2015 :
    Lol. ROBOT mind, thalaiva;)
     
    #8
    sunilbagalur and kanagadeepan like this.

  9. cezarvrabie
    Jelly Bean Nov 26, 2015

    cezarvrabie , Nov 26, 2015 :
    So OP wanted to charge you 240 pounds for the back plastic casing? And also from what you've said it cracked really easily. I've dropped my Nexus 4 on my wood floor so many times without a case than I can remember, and keep in mind, that phone is notorious for being fragile. These stories make me want to stay away from this company.
     
    #9

  10. fh9977
    Eclair Nov 26, 2015

    fh9977 , Nov 26, 2015 :
    Attaching an image that shows that camera glass is built in in the back battery cover, and not to the motherboard as OnePlus support stated. Source: ifixit.com ODKAcEZTOVAsiwJf.huge.jpg
     
    #10
    Tbjames, vsm007, sunilbagalur and 2 others like this.

  11. fh9977
    Eclair Nov 26, 2015

    fh9977 , Nov 26, 2015 :
    And another image that shows that not even the cameras are built-in in the motherboard. Capture.PNG
     
    #11
    sunilbagalur likes this.

  12. Tobikage
    General Support Expert Award 2021 Nov 26, 2015

    Tobikage , Nov 26, 2015 :
    249£ ?? :eek:

    The plastic back should cost 2.49£ at best !! :rolleyes:

    PS : My OP2 has been dropped like 5 times without any kind of protection now. Not much except a few dents and dings or the outer frame.
     
    #12
    sunilbagalur likes this.

  13. dsmonteiro
    OnePlus Community Team Staff Member Nov 26, 2015

    dsmonteiro , Nov 26, 2015 :
    Do you mind PM'ing me the support ticket number? I'll try to escalate this with an Admin.
     
    #13
    Tbjames, sunilbagalur, Tobikage and 1 other person like this.

  14. fh9977
    Eclair Dec 1, 2015

    fh9977 , Dec 1, 2015 :
    I am pretty sure I just need to replace the mid frame, this is the part I require:
    http://www.witrigs.com/oem-midframe-assembly-for-oneplus-two

    However the only site where I found the part, it's out of stock.
    Are there other websites I could by the part from?

    Support insists I need to replace the motherboard - and from what I have seen, replacing the motherboard will not resolve the issue. What I need is a mid-frame replacement (part costs aprox US$20)

    Thanks!
     
    #14

  15. [email protected] com
    Cupcake Dec 28, 2015

    #15

  16. fh9977
    Eclair Feb 3, 2016

    fh9977 , Feb 3, 2016 :
    After 2 months trying to resolve this, I gave up. Called insurance opened a claim. Had to pay excess of £75 and they refunded me the full amount of a new phone. I have also raised the issue with Trade Standards in the UK and will pursue getting the insurance excess back from One Plus. In addition I have made the friends who I had sent invites to aware of the situation and that I no longer have a phone from OnePlus and that I can no longer endorse the quality of the phone or the company.

    Well done One Plus!

    NEVER settle Again
     
    #16
    Esam10, Tbjames, buddydave and 1 other person like this.

  17. Tobikage
    General Support Expert Award 2021 Feb 3, 2016

    Tobikage , Feb 3, 2016 :
    If you still have the broken phone ,

    http://www.ebay.com/itm/OEM-UNLOCKE...383886?hash=item2108f7e28e:g:SDYAAOSwL7VWonR4
     
    #17

  18. mwayner
    Lollipop Feb 3, 2016

    mwayner , Feb 3, 2016 :
    I'm pretty sure that the glass is integral to the sensor, from memory of disassembling the phone a few months back. The sensor will have to be replaced. Must have been a freakish fall, since the glass is recessed from the metal lip by ~0.5 mm. And in a case too....
     
    #18

  19. edmonds
    Cupcake Feb 17, 2016

    #19

  20. edmonds
    Cupcake Feb 17, 2016

    #20

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Last replied by Sam Nakamura

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