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Broken nib in pen and a poor reaction from Samsung

(Topic created on: 02-08-2023 06:48 PM)
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AdamJR
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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!
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AdamJR
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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.


 

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14 REPLIES 14
AdamJR
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The cheapest price I could see the pen for is £44 so the good will gesture wouldn't even cover that
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AdamJR
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So if you get yourself a pen for your fold, don't expect warranty help from Samsung
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-Robot-
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Look on Amazon, you should be able to find one there under £30, you may even find a genuine one
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keith30
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As far as I am aware you had to get the S Pen and the case separately for the folds when first purchased only the S22 and now S23 series comes with a built-in S Pen slot.
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AdamJR
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Yes thats what she did - it was an offer

 

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AdamJR
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https://www.amazon.co.uk/Samsung-Galaxy-Pen-Fold-Black/dp/B098KJQQGY/ref=asc_df_B098KJQQGY/?tag=goog...

34 quid. Still the point is, to me anyway, that there seems to be a reluctance to do warranty repairs on the pen with the nib. And it seems weak, so if this happens again....

 

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AdamJR
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It's already been back to Samsung once. About two months in, the networking failed when folding - seems a common fault with the fold hinge.

I just a amazed that Samsung seem to think that the pen needs to be sent back with the phone. Its not supplied with it, it was supplied seperately

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keith30
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You can buy the nibs but I don't know of anywhere but Amazon.
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-Robot-
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I don't know, you said they offered you £30, personally if I didn't have to send my phone back to them I would take it

That's just a personal opinion
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