Galaxy Z Fold 4 Was Returned Broken After Repair

[Al4stair]

I sent my Samsung Galaxy Z Fold 4 in for repair solely because the screen protector was peeling at the top. This had actually been peeling for months, it was only then, as it starting peeling more, that I finally decided to get a new one. The device was fully functional with no issues other than the peeling screen protector. After Samsung’s repair centre received the phone, I was sent an invoice for £469 from TMT First (the ‘authorised’ repair centre Samsung used), as they claimed the warranty was voided due to 'cosmetic damage’. Since the device was only sent in for a screen protector replacement, I requested it be returned to me—I would have replaced the protector myself, but given the folding nature of the phone, I thought it best to have a professional handle it. When I received the phone back from TMT First, it was completely discharged. After leaving it to charge for a while, I turned it on, only to find the interior display was green and flickering. I was obviously very upset—the phone, which had a fully functional display (other than a peeling protector) when I sent it in, was now completely unusable.

I contacted Samsung and sent them photos showing the device fully functional when it was sent in, and the broken state when it was returned. They responded by stating that, due to the ‘cosmetic damage’, the warranty was void as per their terms and conditions and any repair would be chargeable. The issue, however, is that the phone went in perfectly functional and was returned broken. It seems that, according to them, because it had cosmetic damage when it arrived, they are allowed to send it back in a broken state, even though it wasn’t when it was sent in.

This was a Galaxy Z Fold 4—an extremely expensive device that is now completely worthless. Despite sending it in with only a minor screen protector issue, Samsung’s repair process has left me with a phone that no longer works. I trusted them to handle it, but instead, they have returned a broken device and refuse to take responsibility for it, hiding behind cosmetic damage as an excuse. As a long-time Samsung user, I’m appalled at the way Samsung have treated me and I would never ever consider purchasing another Samsung device.

I would make to make future customers beware that Samsung appears to use cosmetic damage as an excuse to deny warranty claims, potentially making it unlikely you’ll succeed claims. Worse yet, they returned my fully functional device completely broken. Proceed with caution when relying on their repair and warranty services.  (Customer Reference No. *****)

[BandOfBrothers]

Hello @Al4stair and may I extend a Warm Welcome to the Samsung Community Forum.  👋 

I'm disheartened to hear of the issues you are now facing with your phone.  😔 

When a member is talking about sending their phone in for a Repair ,or visiting a Samsung Experience Store to have a Repair carried out in-house, I always suggest to take time and dated stamped photo's of the phone , to be able to show the aesthetic condition of the phone. 

These photo's need to be time and date stamped right to the timeframe of sending the phone away. 

Juat out of interest may I ask what was the cosmetic damage the Samsung Service Centre highlighted 🤔 

When Samsung has made the decision they have come to in regards to a fee to be charged unfortunately they very rarely chabge their minds. 

As this is predominantly a customer to customer discussion forum, and not another avenue of official Customer Support there isn't anything we can do from here. 

You could certainly try and escalate this via the official avenues.

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

[AntS]

Cheers BandOfBrothers! 👍

Hi @Al4stair , I've edited out your reference number as it's classed as personally identifiable information.

Looks as though at this stage we wouldn't be able to do anything further on this one for you from here. But if you'd like the team here to look into this for you, feel free to send us a Private Message with your contact details and any relevant info (e.g. reference numbers) to our @Sam_UK  account (https://eu.community.samsung.com/t5/user/viewprofilepage/user-id/1716597) Guide on how to send a Private/Direct Message here if you need it: https://eu.community.samsung.com/t5/samsung-lounge/how-to-send-a-private-message-on-the-samsung-comm...  

You can also get in touch with us on our socials @SamsungUK - if you haven't done so already.

[Al4stair]

Hi,

Thanks for your reply. The image were time-stamped. In their email they stated:

• "there is visible cosmetic imperfections and damage to the phone, which is visible on the phone case itself, after my careful review".

• "According to our Samsung terms and conditions, any physical cosmetic impact damage on your Samsung device will automatically void the warranty and therefore this will result in an out of warranty chargeable repair fee. The service centre TMT, would charge for any cosmetic imperfection /damages found from their inspections with your phone".

In my last phone call with a support a representative also told me, "we cannot guarantee you will receive the phone in the same condition it was sent out in". This response left me dumbfounded…