Ongoing Issues with Samsung Flip Phone - Request for Refund or Compensation

[hobbs]

I would like to find out how to raise a formal complaint regarding my ongoing experience with the Samsung Flip4 256GB. After initially receiving a replacement for my first device, which had issues with the microphone, screen, and other malfunctions, I am now facing significant problems with the replacement unit as well.

The current issues include:

• The phone randomly turns off, even when fully charged, particularly when folded.
• Dark mode toggles itself on and off without any input.
• The device frequently overheats, even when idle, leading to severe lag and further battery drain.
• The phone loses about 10% charge per hour.
• The cover screen intermittently stops working.
• The phone is generally laggy and slow

These problems make the phone nearly unusable. It's clear from the numerous forum posts and online discussions that I’m not alone—many users are experiencing similar issues. Every update Samsung releases seems to exacerbate these problems rather than fix them.

This phone cost over £1,000, and the quality of both the hardware and software is appalling. The ongoing issues are directly impacting my work and daily life. I rely on this phone for essential tasks like commuting (tickets), payments, and communication. When the phone dies due to battery issues, I am left stranded and forced to pay out of pocket for services that the phone should be providing.

It's disappointing that Samsung hasn't issued a recall for these faulty devices and instead expects users to pay around £400 for repairs, when the trade-in value of the phone has plummeted to only £150. To make matters worse, despite my device being 256GB, many trade-in companies fail to recognize the IMEI number or incorrectly identify the phone as a 125GB model, further devaluing it.

I am seeking guidance on how to formally raise a complaint and pursue a refund or compensation. If Samsung is unwilling to address these issues, I would like to know how to escalate this matter with the creditor used for financing in the UK. Alternatively I will seek help from a ombudsman.

This situation is unacceptable, and I believe there must be a remedy. Samsung should take responsibility for the persistent issues plaguing these phones and offer compensation to affected customers. 

[smiley]

Sorry to hear about your situation and problems.

I guess the first thing to understand is where you are with regards to the warranty period for the phone. Obviously the flip4 is an older phone and therefore are you still within your 24 months warranty ?

How long did you have the original device for and before it was replaced ? I assume it was bought direct from Samsung store UK or a third party seller ? Was the replacement from official sources or another means ?

Overall, I guess there is some context missing to understand the full situation.

Just to add that this forum is generally full of users of Samsung and is not official employees... so opinions here might not be the same as the official samsung response.

Your first port of call is to contact the samsung official customer service team... I assume you have already done this ?

Kind regards
Smiley.

[OmegaMutant]

Hi there

Seems like you're having a few issues but, have you actually done any steps to try and address these?

Have you called Samsung Support to ask for help with these issues in order to resolve?

This is a customer to customer forum so I'd suggest for you to call Samsung directly to discuss your concerns.

In addition, depending on retailer you normally have 30 days from delivery date to request a refund or exchange of an item you believe to be faulty. After this point, it'll be a case you'll have to request repair under warranty, if you still within warranty period that is.

[hobbs]

Samsung are collecting the phone within 24-48 hours.

It's taken me nearly an hour to just ask them if I was in warranty or not, yet they refused to seem to want to answer.  Only eventually to discover I have just over 3 weeks left of the warranty.  However they need to check if and I still have no idea if I will be charged for what is clearly another hardware fault.

This will now be the second time I have been without a phone due to needing to send it off for repair, as no repair center exists anywhere near me.

I brought the device directly from Samsung.

Regardless of whether or not they repair or replace the device, I can only imagine that within another year and half, it will begin to have more hardware faults.

I am going to just buy another phone and hope I can get this repaired and reclaim some of the money by selling it off.

Literally the worst phone purchase I have ever made.
They shouldn't have been released to market when plagued with hardware faults.

[BandOfBrothers]

Hi @hobbs 

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

Would you please let us know how you get on @hobbs 

[hobbs]

It's doing it constantly now so I can't fold it at all. If it's plugged in it's ok but sometimes still happens. As long as never fold it, it seems ok. 

Samsung are coming Saturday to collect it so hopefully should be fixed within a few days. Will let you know the outcome. 

Just glad I'm still on warranty 🤞

[GoanGeek]

Hi.
My two pence.

Depending on how your current situation ends and you are still into enjoying flips.
I would highly recommend upgrading to the Zflip6.

Samsung has been improving the flips over the years and if your search the website for the ZFlip6 it's got some rave reviews both on the hardware and software side.

So something to consider if you are.game.

Best of luck with your current flip.

https://youtu.be/7VHw_1vHgUI?si=bZJgL4Gtl1HtS_XD

[Members_AipGrl3]

You can't I have just had 6 weeks of arguing with Samsung about my identical issues and they told me it was because it was dropped and invalidated warranty.  It wasn't dropped. Customer service is absolutely diabolical with Samsung and I won't be buying another again.  

[hobbs]

It's been 4 weeks, the repair was accepted, but I have had zero updates since.  I have tried speaking with Samsung and TNT who deal with UK repairs.  Neither can provide any updates..

This is not looking hopeful.  They have said they will honor the warranty as it was in warranty when received.

@GoanGeek The idea of upgrading to another flip is the least appealing idea currently.
This is the second time my flip4 has needed a repair, both times are hardware faults.

I very much doubt I will ever get a Samsung fold or flip again.
Currently I very much doubt I will ever use Samsung again after all of this.

I have now been without a phone for a month.  This is abysmal service.  The lack of updates or any information makes it even worse of a service.

I am beyond disappointed. 

[BrigitteMunoz]

I currently am in frustrating conversations with Samsung. When I first contacted them about my Flip 6 they were very helpful admitting it was common problem for these phones and to just send it in for repairs or replacement. Once they got the phone they are asking for almost $400.00 to repair it. I have spent an average of 2-3 hours on the phone being ping-pongged from customer service, to repairs, to "supervisors" that just knock me down to warranty where I start from the bottom again and when I finally get to the supervisor they tell me it's the wrong department. This is feeling so much like a scam! The phone is in pristine condition so the "you need to pay to repair" chant is untrue. This is a defective phone and needs to be recalled and replaced. 

Wonder how many other people are having such frustrating  experiences with the Samsung Flip phones and Samsung Customer Service?