Outrageous repair quote

[Members_W3UKmUW]

Hi Everyone, am i going mad here.  I went into a Samsung store and asked about replacing the screen protector on my flip5, as it is worn over the lower screen.  i know that this isnt a regular protector because of the fold, so know iit's not as simple as regular protectors.  it is 14 months into ownsership, so i know this wont be covered by warrenty.

the Samsung store said that they have no engineers there, and that my nearest one is london, great.  they said i can get it picked up and repaired though, so i booked with Samsung asking for the screen protector to be replaced, and they sent a standard courier to collect it.  

over a week later i finally get a quote.  they have decided that not only do i need a new screen (not just the protector) but i also need a new hinge and a new battery.  the chap on the phone said that i either get all three done, or none at all (i thought this was only when still in warrenty?)

the quote is £314... wtf?  is this normal?  i need a new screen protector, and with the cost of repair, i may as well just buy a new phone!

[BandOfBrothers]

Hi @Members_W3UKmUW and may I extend a Warm Welcome to the Samsung Community Forum 👍 

I'm sorry we meet you in these circumstances.  😔 

Was there any evident damage to the hinge  ?

Did it open up flat etc ?

If not did you perhaps take time and date stamped photo's of the phone to show it's aesthetic condition ,and one of it turned On. 

Ask Samsung to show you  / explain to you why the hinge needs replacing ,as well as the battery. 

Samsung would only carry out a requested repair if the phone was up to Warranty standards. 

If it isn't then they insist all works are carried out. 

To add there are some options from other manufacturers for screen protectors, albeit they are fiddly to fit. 

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

[wellsy19791]

Least it never got sent to there other back up tmt express 500 quid they quoted for my flip 6 😂 gotta make sure you have samsung care or there rip you off even more

[Members_W3UKmUW]

Hi BoB,
the hinge creaked a little bit, but it opened flat with no issues, still seemed tight. the battary was still at good health, i always keep the battery protection on and havent noticed any loss there. the screen protector was bubbling a little by the hinge at the edges, but nothing major. the only real issue was that the screen protector was scratched by nails in the area where you scroll up and down using one hand.  

[Members_W3UKmUW]

Hi Again.

I have just opened the full invoice, and it is saying that my warrenty is void because of impact damage (there has never been any impact). the warrenty is void of course, because it expired a few months ago, but that's besides the point.

i called TMT, and they told me that the screen is scratched (it isnt) and that the phone shows heavy impact damage (never happened) and that the phone doesnt open fully (it did when it was sent in). they've said it needs an entirely new screen, case, battery, and hinge.  all absolute nonsense.

[Easty]

Change the screen protector yourself

[Members_W3UKmUW]

As a further update.

I sent a complaint to Samsung, saying that 'significant impact damage' was not present when i sent the device, and that what they are descibing simply isnt true.

Samsung replied with the following
"I can confirm that your device is still within the two-year warranty period. However, even within the warranty, any repairs related to physical, or impact damage are not covered under the standard terms. I understand from your description that you requested a replacement for the screen protector and that the hinge was creaking slightly after 14 months of use. The repair quote of £310 has been provided based on the technician’s assessment of damage that includes significant impact damage to these components. 

Impact damage can sometimes occur gradually from daily use, even without a specific drop or noticeable event. It can also result from factors like pressure on the device, handling, or wear over time. Although you have indicated that no such event has occurred, the condition reported suggests that the screen, hinge, and casing have been affected in a way that impacts the phone's overall function. "

TMT have sent photos of the device, which show significant damage that simply did not exist when it was collected.  It looks like someone has cracked the case away from the screen with a pointed object, and has split the screen away from the casing in other places. 

To me, given the photos that TMT sent me, it is blatently obvious that they have deliberately caused damage to the device in order to increase the repaid bill.

[KobbyZfilp3]

I just send my to fixed the screen problem is pure off week later I got back looks alright on the front screen back but the small screen now is new problem is slow so today I have to send it back again I said annoying as you check everything before send it back to the customer 🔥 🔥 🔥 🔥 I promise myself this is gonna be my last flip phone from Samsung

[Members_W3UKmUW]

It appears that the people answering emails at Samsung are either completely incompetant, or deliberately ignoring my complaint.  I've stated very clearly to them that i believe TMT have deliberately damaged my phone in order to overcharge.  All i am getting from Samsung each reply is that my warrenty is void because of damage caused by everyday use. They are completely ignoring the issue that my phone was not damaged when sent to them, but the images TMT sent me (that samsung are now sending to me) shows damage that was not there when sent.