Internal screen cracked abruptly

CdJanelle

My child received a R11 for Christmas and only uses under supervision to ensure proper use both physically and navigation. 
The other day he opened it in front of me and while doing so had his thumb below the camera(he wasn't pinching it) as he lifted, we heard a faint crunch/ cracking sound.   When the screen illuminated a large black circle appeared and an internal crack went diagonally down the right side.   
We have used everything from smart phones to laptops, kindles, iPads, to Samsung tablets and have never experienced anything like this.  I've attempted to call technical support twice and was waiting an hour each time before giving up. I tried emailing an address that customer service gave me (support@acer.com) and the email was returned to sender. 
The question...has anyone else experienced this?  Seems to be a defect that could be covered by warranty considering the gorilla glass and the fact that the fracture happened under typical usage not aggressive mishandling.  With schooling now remote given the scope of the world today he needs this device for distant learning.

CdJanelle

This is the screen😱. There has never been pressure placed to warrant this internal cracking to occur...I don't understand.
Clearly black horizontal scribbles are to cover name and profile pic.