Problems with Lumia 920

[Invizibleyez]

I have had my Lumia 920 for almost a week now, and I love it, but 2 things are scaring me. The screen seems to scratch really easy on mine, so I guess a screen protector will be needed which I never needed on my LG Quantum. The phone also gets very hot and burns through battery quickly while I am at work. I hope the battery thing gets fixed with an update, however I guess the screen scratching thing I will just have to deal with.

[Muhammad Farrukh]

You are scratching Gorilla Glass 2?

You sure you are using it with your hands? :p

[Invizibleyez]

Its scratching while in my pocket. My cheap old LG Quantum survived the same pocket for a year and a half and only got 1 little scratch. This phone has way more scratches on the screen already. Same pockets with nothing special in them.

[spudtrooper]

No scratches here.. The heat can be a problem.. try disabling NFC radio and also turn off any apps in background that you don't use. I do expect we will see some updates to address battery/heat.

What else do you keep in your pocket with your phone?

[Draconian Guppy]

Edward scissor hands.

Can you return it? Gorilla glass shouldn't scratch easily, as a test, try doing so with a coin yourself (gorilla glass is harder than the coin, so it shouldn't scratch)

[TrevorLahey]

Its scratching while in my pocket. My cheap old LG Quantum survived the same pocket for a year and a half and only got 1 little scratch. This phone has way more scratches on the screen already. Same pockets with nothing special in them.

I keep mine in my pocket and I don't have a scratch on it. Not sure how you are getting scratches on yours.... I do have the battery problem, but if I feel it getting warm, I reboot it and it seems to fix it. Some have said if you turn NFC off, that will fix the issue.

[Invizibleyez]

NFC is off and all I have in my pocket is a soft plastic I'd holder and maybe a couple sheets of neatly folded paper. Nothing that should cause scratches.

[Kane]

From what this video shows, scratching shouldn't be very easy with this phone. Can you take a picture, OP?

[daniel_rh]

The simpliest thing that can scratch a Gorilla Glass is dust, make sure your pocket is clean enough... Keys no problem, knife no problem... dust, can be a problem

[Invizibleyez]

I saw the video you posted on WPCentral the other day. Didn't really make me feel better, since my phone hasn't taken anywhere near that kind of abuse, yet has scratches. I'm trying to find a great technique for taking pictures of scratches on a highly reflective surface. It's not as easy as I thought it would be.

[Kalint]

Better question, are you sure you bought a 920?

[Invizibleyez]

Yes I am sure I bought a Nokia Lumia 920 in white from AT&T

The dust argument would make sense if I didn't have a different phone in the same pockets for a year and a half with gorilla glass that didn't get scratched the same way.

[Invizibleyez]

Not sure if my image posted in an easy to see way yesterday, so I am going to try again. Neowin should make putting pictures up easier.

[123456789A]

Sounds like you need for your pockets.

[Invizibleyez]

Technically, I would expect scratches on my screen if I went jogging with my phone in a box of thumbtacks and sandpaper, but, not in my pockets. I'm thinking this may be a flaw in the glass possibly related to the heating up/battery issue. I am trying to find out if gorilla glass 2 scratches easily when it is hot/warm.

[Invizibleyez]

I contacted Nokia about this. So far, they seem to be less than concerned. If anyone wants to read my conversation with them, here it is. I edited the conversation a little for privacy reasons.

Robbie: Hi, my name is Robbie. Thank you for contacting Nokia Care Chat. How may I help you?

[email protected]

Who should I contact regarding issues with my Nokia Lumia 920 display scratching very easily?

Robbie

I am sorry to hear that. Let me see what I can do to assists you with your concern. Before we proceed, may I know your full name please?

[email protected]

Willy Wonka

Robbie

Thank you for the information Willy. May I know what exactly happen to the phone while the screen display have a scratch?

[email protected]

I was carrying my phone in my pocket as I always have done at work. There is no case or screen protector, and there were no sharp objects or hard objects at all in my pocket.

Robbie

I see, I would like to inform you that the Nokia Lumia 920 corning gorilla glass is a scratch resistant glass.

Robbie

Not fully scratch proof and it may have a scratch.

[email protected]

I do know this. it's actually Gorilla Glass 2, which is scratch resistant. I have subjected it to the same environments that my older phone was subjected to, which has Gorilla Glass 1. That phone never had an issue with getting scratched in the same environments and conditions.

Robbie

Thank you for the information. However it depends on the usage of the phone if it will have a scratch on it.

[email protected]

I would expect some superficial small scratches as it is a very high gloss finish, and also protrudes from the phone slightly on the front, however, my biggest concern happened yesterday while at work, with nothing at all in my pocket, I noticed a sudden deep scratch, seemingly from nowhere. I can actually feel it if I run my fingernail gently over the surface.

Robbie

I see, while your phone is on your pocket did you bump yourself to any hard edges?

[email protected]

nothing at all. There are no incidents to be reported.

[email protected]

I am certain this is an problem possibly with a batch of the Nokia Lumia 920, as 2 of the forums I frequent have users reporting the exact same problems.

Robbie

I would like to inform you that we do not have any information regarding to forums or other third party websites.

[email protected]

That's ok, I was just letting you know what I have come across.

Robbie

Thank you for understanding. Since it is a hardware issue and we do not have any procedures can be done on the phone.

Robbie

Your best option is to contact your point of purchase for a replacement.

[email protected]

Are there any kind of batch codes or anything I can try to track to see if this is related to all Lumia 920s or just a specific batch?

Robbie

There are not specific batch code for the Nokia Lumia 920 phone that are release.

[email protected]

Alright. I understand Nokia does not make the glass, so I have also contacted corning regarding this issue.

Robbie

I see, may I know what information they have provided you?

[email protected]

Nothing yet, I just emailed them.

[email protected]

If they do send me any information, should I forward it to you?

Robbie

Okay let us know what information they have provided you. For the mean time your best option is to have a replacement from your point of purchase.

Robbie

Yes, please do not hesitate to contact us again.

Robbie

I will be providing you a reference number of this chat conversation.

[email protected]

Is there an email for customer support?

Robbie

You can email our Nokia Support if the live chat is already close.

[email protected]

[email protected]?

Robbie

Please refer to the link below:

http://www.nokia.com/us-en/support/contact/

Robbie

If the live chat is already close you can send email.

Robbie

The reference number for this chat conversation is #######.

[email protected]

Okay thank you. I am going to save this conversation for my records.

Robbie

You are most welcome. Yes, you may print out our conversation from you end.

[email protected]

Thank you for your attention. I hope this problem isn't too large when it is all said and done. I do love the phone, I'm just worried about it's longevity at this point.

Robbie

You are most welcome Willy. No worries, I will be treating your concern as a feedback from my end to improve the said phone in the future

Robbie

Are you still there Willy?

[email protected]

Yes. Thank you for your time. Have a good day.

Robbie

You are most welcome Willy. If you do need any further help in the future, please do not hesitate to chat with us again. Thank you for contacting Nokia Care Chat and have a great day!

[Scorbing]

I have had my Lumia 920 for almost a week now, and I love it, but 2 things are scaring me. The screen seems to scratch really easy on mine, so I guess a screen protector will be needed which I never needed on my LG Quantum. The phone also gets very hot and burns through battery quickly while I am at work. I hope the battery thing gets fixed with an update, however I guess the screen scratching thing I will just have to deal with.

Rule #1 when buying a new phone:

1. Put a screen protector as soon as possible (preferably at the store).

That is the very first thing I did on my Galaxy Note 2. I put a military grade screen protector and got a hard cover for it. Those things are expensive man and you need to protect those suckers.

[majortom1981]

Make sure you turn off Nokia drive in the background. You can prevent this in the settings. Its known to cause battery problems

[BajiRav]

If you bought from an at&t store, go back and ask for a swap. It might be a just a lemon.

[frett]

Thank you for posting this, OP. And thank you for posting your conversation with the Nokia rep. I kept laughing out loud when the rep called you Willy. I wonder how the conversation would have gone if you really HAD given them your name as Willy Wonka. :)

Anyway, I agree that your situation seems pretty unusual. And from the photo, it seems REALLY unlikely that that scratch on the right came from dust in your pocket. It just doesn't have the right "look" to it.

I agree with BajiRav. but do not return it for the scratching reason. Don't even mention it. Simply tell them it's overheating and exchange it.

[floopydoodle]

I always wash my pants with the pockets inside out just to get rid off sand or something else that might scratch my phone.

A screen protector on a lumia 920 would look ridiculous, and it probably wouldn't stick to the edges of the curved glass.