Dont buy Z Flip OR Fold

[M Polat]

Hii All

I have a Samsung Z Flip 5 and it is still under warranty. It has been used with the original Samsung case since the day I bought it.

The problem seen in the additional picture occurred. I talked to Samsung customer service and explained it. They made a remote connection to my phone and did all the pixel tests. There was no problem, everything was fine. The representative at the phone asked me for a picture about the problem and I sent it. He told me that this was a chronic problem and it was under warranty. He told me to send my phone to them. As seen in the picture, there is no breakage, impact or scratch on the phone. Only one side of the hinge at the folding point is solid and the other side is displaced. However, this is not due to the impact because if there was a very thin area, it would definitely damage the case or the screen. He said send me something to be done under service. I sent it

In the return email I received, we received and checked your phone and it is not under warranty due to the impact and they say you have to pay £314.

It is time to change the Samsung brand and this indifferent customer service. I have been using Samsung for years and my phone has never broken down, this is the first time I have experienced this but since I have not had any problems I have never seen the service and customer service to be this bad.

The services they call technical service say that you caused all the problems in order to make money. They say that you definitely cannot do it without paying. Even though it has a warranty and the customer service person checked and said that yes this chronic problem will be fixed under warranty.

Goodbye Samsung this will be the last.

[BandOfBrothers]

Hello @M Polat and may I extend a Warm Welcome to the Samsung Community Forum Section for Uk and Eu Members. 

I'm just sorry we meet you under these circumstances. 😔 

What I think may have occurred is that the telephone agent suggested a resolution however it's the Samsung Service Centre engineers that have the final say. 

It seems that if that particular department i.e Service Centre make an assessment, then that's their final say. 

You could ask for a second opinion and also ask the Samsung Community Forum Team to look at this via sending a message from your private message Section to SAM_UK

I'm not saying they can overrule the current assessment but they might be able to advise further. 

I'm not sure if their is the option to invoke any outside insurance such as Home Contents Insurance and or some bank accounts provide cover as a perk of the account. Excess fee's and T&C's would need to be checked. 

It would be sad to have this issue mean you lose confidence in the Samsung brand and move brands. 

If i can be of any further help please don't hesitate to ask  😎 

[M Polat]

Can you see any damage at the picture?

Right now i reciveone more mail at Repair Service they are still telling you make damage????

[M Polat]

Can you share with me SAM_UK information and contact number please

[Piper123]

Hi there and welcome to the Samsung UK and EU Community Forum

As said above, sorry it is in these circumstances.

You'll appreciate that we in this forum (we are Samsung customers not staff) only have the benefit of the one picture, not the full device etc.

When you bought the device, assuming you bought direct from Samsung, they have T&C's which to be fair few people scrutinise which state any impact damage will void the warranty. Impact damage may even be invisible to the naked eye but show up under microscope. Samsung's view (these are my words not theirs) is that any impact may damage screen, hinges etc. I'm not saying I agree with it, just saying how they see it.

Your next steps, other than paying the £314 depends how you paid for the device.

[RobertBurnsOB]

That appears to be a physical-border issue.  I've not seen another post about it.  I doubt that it's common.