Broken nib in pen and a poor reaction from Samsung

[AdamJR]

My wife's Samsung Fold 4 (which already had to go for a repair when the networking failed a few months in) recently had the nib break off on the pen.

Now this pen DID NOT come with the phone, she had an offer come through when she had the phone on day 1 to get the case and pen.

Now when we contacted Samsung to see about getting the pen fixed. However Samsung completely refuse to take the pen without the phone. The pen was not supplied with the fold, and its not exclusive to it - we could buy a new one 

They then offered a goodwill payment to... get this... buy a backup phone (my wife is disabled, with dexterity issues and the larger phone and the pen is ideal for using it - she was using an Ipad Pro and Pencil before).

They offered £30 - and the cheapest phone on Amazon is £34 - which isnt on our provider, so my wife would incur charges,

They wont replace the pen on its own, or look at it without the phone.

Absolute madness, that they refuse to fix the pen.

So this weekend we're going to a friend to see if he can fix it. But this is our last Samsung. She was a week without her phone a few months after having it new, and I'm not happy she'll be without a phone for more time - its important as she's housebound.

There was no give on the goodwill gesture - to be honest we didnt want the £30 - we wanted the pen sorted. It wouldnt be so bad if the gesture bought a replacement pen!

[AdamJR · Accepted solution]

No the 30 quid was, and I quote

Buy a cheap PAYG phone, then send phone and pen back.

My  wife has the fold as she has dexterity issues, so the pen is a killer feature.

Plus the cheapest PAYG phone we could find wasnt n our carrier, so she'd get charges there.

[AdamJR]

I have spare nibs. The shaft of the nib broke off inside the pen

[AdamJR]

This should be a simple warranty repair. Send the pen back, get it fixed. I shouldnt have to waste several weeks chasing up Samsung and be offered a sum of money that wont buy the pen - and still have to send the phone back when its working fine

[-Robot-]

I know, but I am sure they would let you buy a replacement pen with said £30 instead

[AdamJR]

I know - the cheapest I've found is £35. Besides, with the right tools its probably fixable, and if the nib breaks off again??

Its sort of a mockery of the whole warranty scheme. Its broken, it has a warranty, and I dont understand why they cant get let us send it back and get it fixed... 

When her Fold died, I didnt get a cheque to buy a new one. I got it repaired