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Samsung Does Not Honor Warranty Repair on Z-Fold Screens, Buyer Beware.

(Topic created on: 15-12-2023 08:29 AM)
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Members_ztazZT5
Explorer
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I bought a Z-fold 4, confident that if the screen began to have problems (like was reported by other people) at least the product would be covered by warranty repair. Nope. Less than 1 year old, and first screen protector started coming loose, then screen itself stopped working. Samsung denied my warranty repair because of tiny scuff mark on corner of phone. This is how you treat customers of your premium products?? Foldable screens are a novel idea, but Samsung has built this poor quality in to their business model.... produce poor quality products then deny warranty claims as a way to boost profits at the customer's expense. Shame. IMG_0021.jpegIMG_0022.jpegIMG_0023.jpeg

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11 REPLIES 11
Glenntech
Samsung Members Star ★
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Scuff mark!
Looks like a significant chip in the frame from the photo.
Phones have sensors and if the phone has suffered any significant impacts from Drops etc.
This is recorded and the diagnostic tests will highlight these.
Ive used Fold and Flip phones for a few years now and so far not had any issues with the screen.
I'm aware like with any screen protector, it will need replacing at some point. Especially if it starts to lift.

As to quality, I've been to the Samsung testing laboratories in South Korea. I can tell you they go through some destructive tests to gauge structural and integrity robustness

It would be worth getting in touch with Samsung Customer Support to make a complaint and see if another assessment can be arranged.

Alternatively if you don't have accidental damage insurance, some bank accounts include insurance for things to include phones. Or household insurances quite often include cover for phones. Or the at least cover some of the cost of repairs
Members_yS4q4dr
Student
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Had exactly the same problem, had even less damage than that, if you want to claim you would need to walk around with the phone in its box, absolutely disgraceful, these phones have a massive workmanship defect, theres hundreds of reviews with same problem, samsung have lost my business as a consumer, and hopefully will lose others, i have tablets, watches, tvs, phones for all the family

KateMcG
Journeyman
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Same with my flip 4.

IMG_9840.jpeg

Interesting segment on the one show last week regarding all this… 

https://www.bbc.co.uk/programmes/articles/37PC6NQ8nYCg2mqMHzDSXTJ/watchdog-samsung

Attached pics of my ‘damaged(!)’ phone 

Members_ztazZT5
Explorer
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The phone was never dropped, it was rubbed. If they really did a diagnostic test they would have seen this, but I doubt they even bothered. Since this happened to me I have seen a lot of people complaining about the exact same thing, it seems they are just going to look for any possible excuse not to repair the phones. As far as quality, if your screen starts falling off the phone in less than a year it's pretty clear evidence the phones are poor quality.

Members_ztazZT5
Explorer
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I agree... this is actually the 2nd Samsung product I had this issue with... before that was a television. The panel started showing big lines of washed out pixels after only 3 months. Sent it in for warranty and was told they wouldn't repair it as there was a small scratch on top of the base by the feet. Happened when sliding it onto the tv cabinet and it rubbed against the w. Again, just an excuse not to repair the product under warranty. This phone will be the last Samsung product I ever buy, it's just shameful business practice.

Members_ztazZT5
Explorer
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It's pretty amazing what Samsung will classify as "mechanical damage". I guess we are just supposed to keep the phones in their original boxes at all times?

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Dane404
Apprentice
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This would be a great place to sell 3rd party insurance... or get insurance via your bank, home insurer. Warranty cannot cover all. The fold 4 in the original picture only became this way from being rubbed on the hard ground? I could rub the phone for years with my finger and such damage would not occur. There is clearly a chip in the phone and the piece that came off is lost! @Glenntech gave a great answer 👍🏽 for what reason would one want to rub the corner of their phone anyway?

Also, and just hear me out, but a customer that actually has, 'tablets, watches, tvs and phones for all the family' would see that 1 product failure out of what seems to be a minimum of 8 owned is not bad. With this many products also an appropriate care and or insurance plan should be in place... logically? Products can be faulty but the account given sounds a bit of a stretch.

Moral of the story, if you can as you inadvertently claim, can to afford to be so immersed in the Samsung ecosystem with your multiple devices. Buy a Zfold 5 next time or use the money you save not buying the latest device on decent insurance.

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Flip phone 5
Apprentice
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Wow. This company has no backbone. The same thing happened to me with my flip phone 5. After having it for only seven months I got the bubble in the crease. I called customer and they were useless. I emailed the CEO office and they were horrible too(rude) . They used my Samsung  care + insurance to fix my phone.  I would be with out a phone if I didn’t have insurance.  No one cares at Samsung.  Samsung has a few law suits against them for lying to their customers. Not just phones but stoves, fridges. They are a multibillion dollar company. The “physical damage” clause in the warranty clears them from fixing phones. They are all crooked.  Calling or writing to them is a waste of time. If I were rich, I would sue them too.  Once again, greed wins again. I am done with this company!

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aamirali
First Poster
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Same happened to my flip 5. no physical damage to the phone and the screen started giving issues at the flip. Sent the phone to samsung and they said physical damage to the hinge. Not sure what that means and will not honor warranty. I think they have very poor quality and flip and fold phones and do not honor warranty either

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