Compromised Device? New Trezor One Missing Screen Protector

Security Before you start
1

Hi Everyone,

I am wondering if this device is safe to use or if I should wait for a response from the support team.

I received a Trezor device from the Trezor e-shop and everything seemed to be in line with the packaging timeline (Trezor packaging timeline - Trezor Wiki), package contents, and the holographic seals.

However I noticed that my Trezor One device does not have the screen protector film on the device. I noticed this because I decided to double check and watch some unboxing videos online and things like this trezor blogpost (https://blog.trezor.io/trezor-one-packaging-new-design-user-manual-recovery-seed-card-de4523d90f49) [you can see the plastic tab on the device where you peel off the screen protector film]

I feel like this is just some kind of manufacturing defect but I wanted to check and see if there is something Im missing or something I should be concerned about.

3

Hi @cryptoByte. Could you please provide your ticket ID so I can get back to you via our help desk right away? thank you

4

Hi MichalZ

The ticket number should be 78318

5

I have a similar problem with my recently purchased Trezor.
No seal and the screen does not appear brand new.
OP - have you resolved this with Trezor?

I got in touch with them via the contact form and still waiting for a response.

6

Please provide your Ticket ID so we can prioritize your issue. Thx

7

My ticket ID is 89794

Thank you

8

thx, we will get back to you promptly

9

Hi MichalZ

It has been over week since I raised an issue with ticket ID 89794 and I have not heard anything back.

Considering the purpose of a Trezor wallet, these delayed response times and lack of communication is very concerning!