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Repair team sent back phone with broken screen

(Topic created on: 05-09-2023 10:39 PM)
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Members_62mEyNh
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so am having a nightmare  and so lost with samsungs help with it. i sent my fold 4 in for warranty repair of hinge as it would not open fully phone was in prefect condition apart for some light wear and tear mark on corner of hinge, repair said they would not car out repair of the hinge cause of the paint of the corner of hinge, i received phone back to day when i turn the phone on the in side screen has a crack down the middle and now this is how i got the phone back. so now i have a phone that is useless instead of one that would not open flat. what can i do about this as the screen is not my fault

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ironass
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@Members_62mEyNh 

Did you take any photos or a video of the handset prior to sending it in for repair?



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My device... Galaxy Z Fold5 5G 12/512GB (G946B D/S) CSC EUX. Android 14. One UI 6.1
Members_62mEyNh
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no but i did make a call to samsung on the day i got a message phone was going to be sent back, and they confirmed that the repair team did look at phone and took images of the wear and tear on phone at hinge. and no other damage to phone i do have these images. also was told that they noted that phone would not open flat but would not reapir hinge cause of wear and tear. they didnt say anything about screen being broken 

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ironass
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@Members_62mEyNh 

If you have in your possession their images that show there was no broken screen at that time, there can be no argument that any damage must be their responsibility. Contact them and point this out, a.s.a.p.



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My device... Galaxy Z Fold5 5G 12/512GB (G946B D/S) CSC EUX. Android 14. One UI 6.1
Members_62mEyNh
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i have sent a email to samsung and i will be phoning the repair shop in the morning when they open.

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Members_OBTX6Ul
Explorer
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hi mate, i am sorry to say but your flogging a dead horse if you think  samsung care. the same thing happened to me, samsung repair sent my phone back saying it had "physical damage". and it did , problem is they are the ones who did it because when i sent it the screen was perfect , but like you i didnt take any pictures, didnt think i would need them being a samsung customer for over 10 years and dealing with a multi million pound company, but hey thats why they are rich , they just keep ripping off the loyal customers. they should all be locked up, donald trump would be a better C.E.O. 

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Members_62mEyNh
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The repair centre and samsung have both said the screen was OK when they got it. But now it has been sent back broken and they are trying to blame the marks on they hinge. Shocking that they can break a phone and ask you to pay for it 

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SierraK
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Sounds like a common problem:

I tried to prevent my screen crease from getting worse, because it was getting pretty bad after 8 months of folding the phone. Before the warranty was up I put in a service request. I tried to go to local options that Samsung's repair ticket request directed me to (Best Buy, You Break We Fix) but was told only Samsung directly could fix Flip/Fold screen issues. So I had to send in my phone and be without it for 5 days (which was notably faster than they'd expected).
Sent it in to get a new factory-set screen protector. They wanted to charge me because of a nick in the screen, one that I don't understand how it happened. Kind of looks like I shut my phone on something, but there's nothing on the opposite end, so honestly, that nick confuses me. They referred to this as microscopic damage, so small they said they couldn't send me a photo of it. Regardless, since the crease from the folding would inevitably happen again in a year, I didn't see a $240 repair cost as worth the benefit and had the phone sent back without repair. Plus $240 was more than the current difference between trading in a perfect phone vs. "cracked" screen. Photos show how my phone was returned. Not only does it look considerably worse than it did beforehand (30+ bubbles in the factory set screen protector and a sticky note left under the screen protector), it also makes a cracking sound when I try to fold it. The Flip and Fold are extremely neat concepts, and honestly, I've loved every other aspect of it - but wait until the screen technology is improved on the physical fold. In following up to see if anything could be done about the worsened state of my screen, it appears all procedures were followed correctly on Samsung's end, and I'd just have to pay the $240 to have it repaired.
I see what I tried to do as Samsung's attempt at a "fair and reasonable solution for customers" and just wanted to warn that they are not flexible in the slightest with that repair, even though they know the crease is their fault, and on top of being without a phone for at least 5 days, it's very possible it could be returned worse than before with zero consolation on Samsung's part. Except for the customer service folks profuse apologies :') I told them that doesn't make it better and honestly, I'd prefer they don't apologize if they have no means of making up for it. But I get it. I'd feel bad if my hands were tied in helping unfairly treated customers too.
The only thing that makes this better? Everyone, every friend, acquaintance, waitress, etc. who sees I have the cool Flip phone likes to check it out and ask about it. My phone looks like ***** now, and all I can do is show it off and encourage people to wait on the technology and tell them my story. Still feels like a loss on my part, but Samsung will be the one who loses out most on unrepaired fold/flip screens and the tech not being good enough to last even a year.

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Members_62mEyNh
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My screen is cracked repaired team has show images it was OK when they got the phone, but sent back broken and Samsung have not taking any responsibility for this at all been nearly two weeks and it just back and fore with them it is awful 

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