Galaxy Z Flip 5 hinge screen issue.

[SoF85]

Hi All.

I recently suffered a bad experience with Samsung customer relations. To the point were I am no longer going to purchase their products. This is from me, a life long Samsung customer. I have been since the early 00's. Teles, laptops, phones, wearable and even my washing machine. 

But my recent experience has soured my affinity for the brand.

I recently purchased a Flip 5 December(23). I haven't been completely thrilled with it. It does seem quite delicate. Even in its protected case. 

I saw the press release on the hinge causing potential issues down the line. And that Samsung would fix this issue free of charge. Low and behold. My screen from the bottom half down starts flickering on and off. After research, this is caused by the hinge issue. I arranged an appointment with my local Samsung store. I thought it would be open and shut, but this was not the case.

I attended my appointment and explained the issue. The lady I spoke to seemed uninterested as I explained the issue, and was carefully looking my phone over. She takes the phone away from me to take to an engineer to look at (For about 5 mins). The lady, manager and engineer came to visit me at the desk. Apparently, I had 1 dead pixel in the top right hand side of the phone. I've never noticed it. . There is no damage on or by it. The only damage is from the hinge. But this 1 dead pixel voids the warranty. Therefore, Samsung don't have peform the repair. And it will cost me over £400.

I raised a complaint. Which was a task in its self. I received a call back. I explained the above, lifelong Samsung customer etc But I got the same generic response from teleadvisor. They obviously didn't bother to investigate, or couldn't care less about retaining me as a customer. They said if Samsung perform the repair, it will reinstall the warranty. I said the warranty isn't worth the paper it's wrote on.

Therefore, it's looks like I will be selling this device. And never purchasing another Samsung product.

Well done Samsung👏🏻 you have just lost yourself a good few lifelong customers.

[Michele May]

Samsung customer service is telling me to directly MAIL in my phone  to fix the issue, and that it may or may not be covered when they take a look at it. Problem is, I am worried about just being told my warranty is voided as well because it is not the screen, it is the hinge, which they are not understanding when I explain over the phone. Why would I send my phone in for a warranty repair just for them to tell me it's not covered and risk getting my phone back MORE damaged?!

Just curious what the outcome of your situation was?

[Vic1985]

Unfortunately Samsung refuse to address the problem, peeling of the hinges or damage to the hinges apparently voids all warrenty, if you have even a small scratch on your screen they say that also voids all warrenty regardless of what your issue is. My screen damage was caused by the hinges not being covered properly during a screen protector replacement. Samsung instore  have told me that. Samsung customer service have used the damage to the hinges as a reason to void the warrenty even though my complaint was the damage was done by Samsung. 5 months of fighting, they refused to remedy the situation even when the fair trade ombudsman got involved. I have been told to get more stories like mine and take them to court. Samsung policy seems to be refuse warrenty repair and bank on the fact that the customer will jsut give up  

[Michele May]

That is absolutely ABSURD! I completely understand your frustration and cannot understand how they can get away with this. I agree they just assume customers will give up because I too have been weighing my options on what to do about this for months. I would be right there with you to follow this through in court.

[Jorgji]

My warranty ran out and I paid outright for my phone. The first time the hinge fell off (plastic part) and now again. I am very careful with my phone and seem to be having the same issue. 

[Michele May]

That is very frustrating. I still have a warranty on my ZFlip5 and they told me that the hinge issue VOIDS my warranty and is not covered, even though that is my ONLY issue with the phone. Seems as though Samsung warranty means absolutely NOTHING and does not protect the consumer in any way.