Samsung reject inner screen replacement

[Members_hCeEWcp]

I got my Fold6 in August 2024, and it is already broken. The inner screen just broke in half. The funniest part is that it disintegrated by itself while it was closed. I just picked it up from my table to check the time and heard a strange plastic popping sound.
Now, Samsung is rejecting the warranty replacement because they found some screen damage on the side of the screen.
This damage was not there when I sent it to the service center. It’s also funny how they can reject a full screen replacement because of minor side damage, even though the screen literally split in half.

This is my second foldable—my first was the Fold3, which had its inner screen replaced twice under warranty.
Looking at this record, I think this will be my last foldable.

[johnz237]

Hi! Welcome to the Samsung Members community!

Sorry to hear about this experience. I would suggest contacting Samsung via shop.uk@email.support.samsung.com and explaining all the details. It may be worthwhile doing so.

[JerryS]

Hi and welcome to the community. Sorry to hear about your phone it sounds very frustrating. Thats the thing that puts me off foldables, they seem so fragile. Probably a great user experience though with the large screen. I know a lot of people really get on with them but I know I would be the one to get the broken screen! I don't suppose you have a photo of the phone just before you sent it in? That might help if you did

[JAMES4578]

@Members_hCeEWcp  This will be frustrating , analysis though suggests the upgraded hinge system makes the device more dureable.  I only had a test Device last autumn and so did not experience the device for an extended period (though it was still 4 months)|

Nonetheless this does not help you, certainly screen damage can invalidate warranty.  Do you have  any photographic/video evidence of the device before it was forwarded to the Service centre  as if so you would be able to further liase with Samsung.

[BandOfBrothers]

Hello 👋 @Members_hCeEWcp 

Welcome to the Samsung Community Forum. 

I'm sorry to hear that this has happened. 

Did you by chance take time and date stamped Photo's of the phone to help back up the aesthetics of the phone when it left your possession 🤔 

We have seen that when a phone shows sign of accidental damage then Samsung insist the phone has to be brought back up to warranty standards before any work is carried out ,and said damage is then put under the umbrella of accidental damage which isn't covered under the warranty terms. 

We also find that when Samsung has made their report and concluded to their decision thats their stance. 

I wonder do you have any Home Contents Insurance and or some Bank Accounts provide cover as a perk of the account. 

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

[Members_hCeEWcp]

Unfortunately I don't have photo or video before service center.
But I have photo which was attached to rejection email.

As you can see from the arrows provided by the service, this is the "reason" why my phone cracked

[Members_hCeEWcp]

Sorry, I don't have a before photo. Didn't know I need one. After the sound I opened it one time - see the black crease in the center and closed it for good. You can see a photo from service in the thread below

[JerryS]

Oh ok, I was just thinking if you had a photo it would demonstrate to service the phone was fine before they received it. I suppose it could have got damaged in transit but it must be very frustrating. Definitely worth checking if you have house insurance which might cover it as @BandOfBrothers suggested

[keith30]

It's a common fault with foldables. Best not buy them

[Members_hCeEWcp]

Cannot agree more