Fold 7 Screen issue

[Paulc_1974]

Hi everyone, looking for a bit of advice please.

My phone is around 3 months old and has developed a fault when unfolding.

The first time it happened, the left internal panel went blank. After unfolding it a few times and turning the phone on and off, it came back on. Shortly after that, it started flashing red/green and then went off again.

Since then, when I unfold the phone the internal screen will stay on for roughly 30 seconds and then go black. The issue is getting worse, as the screen is now starting to freeze and become unresponsive even within that short period when both panels are on after unfolding.

However, the front (external) screen works perfectly at all times, and the phone functions normally when used in that folded/front-screen mode.

Just to add, there is no visible screen damage and the phone hasn’t been dropped or mishandled in any way.

Because I previously had a Fold 5 with panel issues, I went to my nearest Samsung support centre (a 45-minute drive for me). They advised the phone would need to be sent away for repair. I understand that, but I asked whether a doorstep repair was possible as this is a business phone that I rely on daily for work.

I was told I’d need to back the device up and either post it off or return it to the store once backed up. I also asked if a loan phone or temporary replacement was available, but unfortunately there wasn’t.

With the fault getting worse, I’m now facing the same problem again. I can’t realistically be without this phone, and backing up and transferring everything to another device is extremely difficult due to the amount of data on it (banking apps, business WhatsApp, work systems, etc.). I also don’t have another device available to transfer everything across to.

I’ve already emailed Samsung explaining all of this, including photos and videos of the issue, on 6 November and again on 17 November, but I’ve had no response so far.

Has anyone had any success getting Samsung to arrange a doorstep repair, or sending a replacement device first so data can be transferred before returning the faulty one? I’m trying to avoid being without a phone for any period of time, as this simply isn’t workable for me.

If a Samsung moderator is able to review this and advise whether there are any alternative options to a standard send-away repair in my situation, I’d really appreciate the guidance.

Thanks in advance for any help

[smiley]

Hi Paul, sorry to hear about your problem. Especially as I also have a fold 7, so i can appreciate the inconvenience and issue this presents.

I will first caveat this post with the fact I have not used the mobile service, and so this is based upon what I have read on here. Also note that I am not a moderator, but rather one of our regular users here... simply a consumer like yourself but as a star member I tend to offer advice to the best of my knowledge.

It is my understanding that there is a mobile van service that samsung offer. I am not sure of the exact details of this service, but more can be read here. https://samsungrepair.com/

I do believe one of our forum friends @Obsidian used this seevice a few months ago with a flip phone repair, and therefore might be able to offer a little about his own experience.

I am not sure exactly how the terms work. It may be that you need to agree payment terms in advance and if the repair is then deemed under warranty that this is refunded.

I do believe an extensive check around for any signs of external damage or scuffs that might show any indication of a drop, and should there be even the slightest sign of mechanical damage, then the job becomes chargeable.

I think to ensure there is no data loss, then you must backup the phone fully, but the Samsung van will arrive with mobile workshop and repair outside your premises. I guess there are some repairs that they would be uncomfortable with doing whilst not in a full workshop, so perhaps there are caveats to this.

I would suggest reaching out at the link I sent above, for their advice.

In terms of a loan device this is always a pain subject and personally if I was in a similar situation without a spare phone then I think I would just buy the cheapest A07 or whatever is available at the time and use it temporarily. I do understand the inconvenience of needing to set up apps again etc. Having tested one or two of the low end phones, and advised my older family members to buy them, then i find these low A series devices surprisingly good for the price... despite not having all the features of the higher end phones.

Hope this advice helps. Not 100% if this all is strictly true as I haven't used the service, but perhaps some extra clarity can be had with contact at the link, or with someone else on the community that do have experience.

Smiley

[Paulc_1974]

Hi Smiley,

First off, thank you very much for getting back to me — I really appreciate it.

The mobile van service sounds great, and I’m more than happy to pay for the repair initially until it’s confirmed as a technical fault. I completely understand that many devices are submitted with accidental or water damage while being claimed as pristine, so that all makes sense to me. It definitely sounds like a good option and one I’ll try.

I do also understand the position on loan devices, although for such a premium phone that’s still well within its warranty period, it would be great if some form of loan or temporary replacement service was available — even on a heavy deposit basis, which I’d be more than happy with.

When I visited the Samsung store previously and backing up to another device was suggested, I did try this. However, because mine is the larger-capacity model, none of the older phones I had were able to take a full backup. In the end, I actually had to buy a new S-series phone at the time (around £900) just to get by for a few weeks, which then ended up being passed on to one of the kids at Christmas.

I also have an iPhone 16 Pro Max that I use for surveying due to the LiDAR feature, but moving across platforms causes its own issues. You lose quite a lot in the process, and WhatsApp in particular is a real headache when switching between devices.

If I’m being completely honest, my main disappointment has been around communication. I’ve emailed Samsung a few times with details of the issue, including photos and videos, and not even receiving a reply has felt like poor customer service. That’s been frustrating, especially given the price of the device.

When my Fold 5 developed issues, I lost a bit of confidence and moved over to a folding Honor device, which I genuinely thought was excellent. However, I’ve always liked Samsung devices, and after seeing the Fold 7 in person, I decided to move back. The Honor Magic 5 Fold had just launched and I was very tempted, but I ultimately chose Samsung again. With how this has been handled so far, I’ll be honest and say that if I had my time again, I’d probably think a little harder before pressing “buy”.

That said, I’ll try the options you’ve suggested and see how I get on. Thanks again for taking the time to respond and offer some guidance — it really is appreciated.

Kind regards,
Paul

[smiley]

Paul i entirely agree with your comments.

Especially the one about the fold 7 being such a premium device and that Samsung should at least have some kind of loan service. It certainly shouldnt be an issue to them to send out a temporary unit. I would even go to the length of saying that for these kind of issues that they should simply send out a brand new device replacement and deal with their broken hardware in a separate way. After all it is a £2k device.

You know if you walked into an Apple store with a similar complaint that they would likely resolve this immediately and without as many questions.

Samsung is lacking in this area and I think many would agree. Apple are far better with their handling of customer service issues and Samsung seem to try and find any way they can to avoid it.

Whilst the hardware is great from Samsung (whilst it is working), the after service leaves a lot to be desired.

I am thankful that personally I haven't really suffered any needs to call upon the customer service across my samsung phones, although I can see your reasoning and i wish you the best in resolving this issue.

Smiley

[Obsydian]

Mobile service was excellent as I could observe all the pre checks, plus I could have stayed in in PJs

[smiley]

Was your repair a warranty or a chargeable repair pal ?

[Obsydian]

Mine was a ZFOLD6 but a Members Star Perk to test the new service and provide feedback.