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Samsung Z Fold 4 internal Screen Issue

(Topic created on: 23-12-2023 01:57 PM)
15146 Views
mdmasih1
Student
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Hi,

I purchased Samsung Z fold on 29 October 2022 and still in warranty.

Last week my phone started issue with internal display screen with Octa/line lcd always and the Service technician is asking me to pay 2976 SAR to fix this issue.

In repair description they mentioned physical damage where as there is no such damage apart from scratchs on the side border that too near the power button area.

The support also mentioned physical scractches on the screen whereas there is no single scratch on both internal and outside screen.

Samsung service technician is saying the side border (Metal area) has hard dents and this is out of warranty. 

Do you guys really see any hard dents on the edges?

This really raises more concerns on the post sales support and i am sure Samsunng is aware of this known issue.

Kindly suggest how to proceed with this case as spending $1700 on new phone and paying additional $793 for repairing LCS screen while in warranty is not acceptable.Service order sheet before.jpg

Back & Front .jpgFold Samsung Logo.jpgFront Screen.jpgInternal Screen Protector.jpgInternal Screen.jpgPower button view.jpgPower cable View.jpgTop Hindge View.jpg

22 REPLIES 22
Members_OBTX6Ul
Explorer
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Hi friend, i feel your paim, they worded to me exacltly the same way saying "pysical damage" to my screen when it was just 4 identical pin prick holes in each corner in which you would have to have worked in area 51 to have the tool to do it ( which samsung have)  then wanted 359 pound to fix what they had sabotaged. If you pay monthly just stop paying .

issuefold4
Journeyman
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Had same happen to my phone. I didn't drop it I just opened it one day and heard a crack like glass broken. My screen has no scratches etc I think this phone has issues in the beginning
Members_OBTX6Ul
Explorer
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hi, that is exactly what they said to me, at least dick turpin wore a mask when he robbed you. i think the people who work in the service repair shop have all been brainwashed by samsung as this is all they say no matter what you send it in with. they should all be up in court.

SPMoony
First Poster
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Exact same phone and exact same problem
mdmasih1
Student
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Hello friends,

Just want to update .

 

After suffering for 40 days I got confirmation from Samsung customer care that the phone could not be repaired even though they collected SAR 2940 ($ 654).

I shared the receipt of actual value of phone that is SAR 6299 ($ 1700) at time of purchasing that is 10 months old.

Samsung took my phone and they paid me $1700 without the repair amount and I lost ($654 repair amount)

I asked customer care to replace the phone or return full amount and they declined.

It's very hard to believe they asked me to purchase downgraded version of any Samsung phone that I can purchase as I was left with $895 after deduting my repair cost which I never got back.

 

It's like when you purchase brand new Toyota Land cruiser and due to some hardware issues it cannot be repaired and company will pay you cost of sedan car and ask you to go and purchase any Toyota sedan car like corolla.

A big brand name with cheap tactics and doesn't know how to deal with customer satisfaction. 

Not sure how the service is in other region, but really disgusting in Saudi Arabia. I never expected this from such a branded reputed company doing this to there valuable customers.

 

If anyone from Samsung is even reading this, should be ashamed of it and think from customer who spend such a premium amount on purchasing premium top end phone keeping trust and hoping the value of ROI and post sales services.

Anyway no one bothers.. sales person achieved his target, company got great Financials YOY growth, boss got the commission, Samsung technical team is brain washed to response we do not accept scratch even though it is minor as this is there so called POLICY or replace with new phone.

 

 

mshawareb
Student
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I have the same issue with the same model and Samsung customer care in Saudi Arabia told me to pay 3000 SAR almost 800$ to repair the screen.

I have been using a Samsung phone for 10 years with several phone types but now I will use another brand and I will not buy Samsung again.

luckilou123
First Poster
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I had the same problem. I purchased mine November 2022, started having problems with screen this summer gone. Screen went completely black within hours. Took the phone to Samsung outlet and they told me the same "physical damage". I am always careful with my phones and never damaged any. They have asked £349 for it to be fixed. Scandalous really. I am so sure Samsung is aware of this problem. I have always used Samsung in the past but now I'm not convinced. They have appalling after care. My flip phone is still unfixed. Ended up purchasing a cheaper phone just so I function, while also still paying for that broken phone.
jpniedercorn
Student
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The problem you have with the screen has nothing to do with any dents.   I purchased my Z-Fold 4 in September of 2022, and in November of this year, it the inner screen started to bubble, and then about a week ago, I heard the crack when I was opening it and the screen split in the middle and became unresponsive.   I have phone insurance through my AMEX credit card, so I got a repair estimate for about $580 and submitted a claim.  Now I'm waiting to see if they are going to approve it.  The smaller screen still works, so I'll keep the phone until I have paid it off, but I would not recommend a "foldable" phone based upon this experience.  

Friendly Customer 88
First Poster
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I have exactly the same issue. I literally opened the screen one day and it decided that it would display everything but the touch screen became unresponsive. It’s not the first time the screen has failed to respond to touch commands and I’ve had to open and close it a few times with and also restart it to get the touch screen to work.

I sent mine to o2 care repair centre and they told me it was a hardware fault and therefore not covered under warranty and I’d need to pay 650 to get the screen repaired if possible or if not they would give me a refurbished device.

I am honestly shocked at the lack of interest from the team at o2 to get this fixed and my next step was to contact Samsung directly but it seems they also do not care either. For a premium brand and £1,600 device I’d expect far better. Older cheaper phones have still outlasted this badly built device and it’s put me of buying any of their devices (phones/tvs) ever again.