Horrible Samsung Experience: Defective Galaxy Z Flip and Frustrating Customer Service!

[Kyouma]

I preordered my Galaxy Z Flip 6 and was thrilled to get it on launch. I treated it with so much care, keeping it in perfect condition. But after two months, it started randomly rebooting every time I folded it. I sent it to Samsung for warranty repair, and all they did was factory reset it without fixing the issue. When I got it back, the software update stopped the rebooting, but now the USB-C port didn’t work, leaving me to rely on wireless charging only.

I called Samsung again, and they directed me to a uBreakiFix store, assuring me it’d be fixed for free under warranty. When I got there, they were out of parts and suggested mailing it back to Samsung, which I reluctantly did. The next day, the screen stopped responding to touch, so now I had two problems. I explained everything to Samsung and sent it in again.

A week later, Samsung voided my warranty, blaming me for the damage and refusing to repair it unless I paid for a Samsung Care+ claim, which I refused to do because I DID NOT DAMAGE MY PHONE. I’ve spent hours on the phone with their terrible customer service, getting transferred, hung up on, and having to repeat my story over and over. They promised a callback within 30 minutes that never came. This is the last Samsung device I’ll ever buy. They sold me a defective phone, blamed me, and want me to pay for it. Worst experience ever.

[BandOfBrothers]

Hello @Kyouma and may I extend a Warm Welcome to the Samsung Community Forum Section for Uk and Eu Members 👋 

I'm disheartened to hear of the issues your currently experiencing with your phone 😔 

Samsung do apply a Limited 2 Year Manufacturer's Warranty that covers most issues apart from accidental damage, or if a phone shows accidental damage then they would insisit on that being resolved to bring it back to warranty standards before then tackling the issues a person has experienced with the phone. 

I personally also have mine covered under my Home Contents Insurance Policy. 

Some prefer Samsung Care+ ,or a standalone Insurance Policy, and or some banks provide cover as a perk of the account. 

As this forum isn't another route to Samsung Customer Services I can only suggest to persevere with Customer Services. 

I can totally understand and appreciate your viewpoint and frustration over this situation, and I wish you all the best with this.

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

[Toady]

I'm going through the same issue. It's run around time. I hope to get some resolution but from what I'm seeing on social media I doubt it. So sad as I've always bought Samsung phones

[Members_XekeGQS]

Same here - really poor service and attitude

[Members_XekeGQS]

I feel your pain - having the same experience mysefl

[flip 6 issues]

Yep I am in the middle of the same thing as I write this post...    Absolutely a bunch of crooks!    My phone was practically brand new with zero damage anywhere.    Charging port stopped working and interior screen stopped working.  Sent in for warranty  and they said the screen was damaged. Complete lie!

[Kyouma]

I’m really sorry to hear you’re dealing with the same issue—it’s so frustrating. Sadly, Samsung still didn’t fix my phone either. After sending it in, they mailed it back to me broken. I ended up going to a Samsung store to try to have them fix it, and while they did order the necessary part, I was told it’s so ‘back-ordered’ that they have no idea when it will come in.

I’ve been without the use of this phone since September 2024. The store placed the order for the part on December 16, 2024, and here we are on January 22, 2025, with no resolution. I still can’t use my phone at all. It’s unacceptable for something this expensive to take this long to fix, especially for issues we didn’t even cause!

[Jasmine C]

I'm dealing with the same issue now, the tech told me that these phones are basically defective. It's the same problem over and over again. Samsung care was zero help, I have to wait 8 days to be squeezed in to get my phone repaired despite needing it for work. The front widgets that are available are also zero help. I can't even listen to music, or send text messages. I find it interesting that my watch has more capabilities than this phone.

I wonder if Samsung is going to recall these