Galaxy Z Flip screen issues - refusal to repair

[chopkins]

Hi Samsung community,

Is it normal for network companies or Samsung to refuse to repair phones that are still under warranty?

My Galaxy Z flip 5G screen stopped working around the fold of the phone, the top layer of the screen is good as new, but there is a black band across the middle of the screen, so it's unusable. It looks like many other people have had the same issue, or similar where the screen cracks,  but when we took it into EE, having sent it off they then said it can't be repaired under warranty because of some scuffs on the outer casing (the usual amount for a phone that goes in a bag most days for 4 months, and nothing on the screen itself). I know I haven't damaged the screen at all - it's clearly a recurring fault with the phone, so why won't they repair a 4-month old defective screen? How often does this happen? And why do they ignore the Consumer Rights Act 2015?

TIA 

Galaxy Z Flip5 #flip #screen 

[anynickname]

Same thing here. Minor scuff on the edge of the phone and they said I'd damaged it.

[catherinemanea]

Hi everyone, I have a positive update: the mail-in service actually worked, and they replaced my screen no-issue, no-charge!  So while the certified repair tech was overly critical of my phone condition, the mail-in repair service folks found no issue with the condition.  What might have helped my case is that I left a detailed log in my case notes describing how I discovered the issue and how it was obviously unrelated to dropping.  I also was sure to request their official shipping box instead of shipping it myself to avoid additional risk of damage during shipping.

[AnjaliB]

I have a similar issue. My flip 5 is 5 months old and got screen issues. Authorized service center declined it, saying it is not under warranty because of wear and tear. There is a minor scratch near hinge area and they are using that as their reason. How do I try mail-in Service? Is there a direct link for it? Please note, I am based in India.

[przemkoart]

No point talk to EE, They are *****. Talk straight to samsung. 

[AnjaliB]

I tried reaching out to samsung support. They are of no help either. Apparently, I need to pay to get the 5 months old phone fixed. I can instead buy a new phone with that amount. Samsung got some weird terms & conditions, they got just so called warranty. I will try filing complaint with consumer rights and see what happens. 

[Members_kCJ64sf]

I agree it's happened to me to not even a year old the hinge rubber came out which then made the border come off. Two repair centres have deemed it my fault and refused to repair it unless I pay £300+ it's not right when it's clearly a phone that's not fit for purpose ! Never again will I buy a Samsung or anything that flips or folds 

[Members_kCJ64sf]

I've had the same Samsung support useless. Blame you for their shoddy phone that is not fit for purpose. It should not be breaking after less than a year. Never again. It's wrong so many people have been through this and the phone wasn't cheap!! 

[Catuca2]

I had the same problem! I finally paid to get it fixed and it hasn't been even a month and the problem came back!!!

[AnjaliB]

I have put in the post on X. Kindly support and help us reach the correct audience.

https://x.com/unjali_08/status/1815668131488035202?s=46

[Members_yioM69G]

Had the same experience at a Samsung store in London yesterday. Flip5 inner screen completely failed after only 10 months. Samsung of course blaming me saying its damaged. The device is perfect as is kept in a case, Samsung picked up on a tiny scratch on the corner of the hinge (the only part not covered by the case) and said the screen failed due to this so cannot be repaired under warranty. The phone has never been dropped and is purely a cosmetic mark on the hinge from being in my bag. 

ironically, i still have a fold 2 which i have had from new for nearly 4 years and still on original screen. This phone has been dropped numerous times due to its weight but still functions perfectly! But the flip5 which i have babied fails in less than 1 year!... 

will not be buying any more of their foldable tech, will wait for apple to release a foldable iPhone !in all a terrible experience from Samsung after being a user of their mobile devices for nearly 10 years...