DONT BUY THE FLIP/FOLD phones from Samsung. They will do all they can to reject a warranty repair.
I waited for the 2nd generation of the Z Flip 3 phone after seeing how poorly the 1st generation flip phone performed. As soon as the zip flipped 3 arrived I purchased one only to find out 4 months down the line the screen started lifting from the fold, 5 months down-the-line I noticed what appeared to be hairline cracks on either edge of the hinge. I initially thought was a fault with the screen protector therefore I carefully remove the screen protector with the aim of getting it replaced by ee or at a samsung store only to find that the actual screen had the hairline fractures at the corner of each hinge along the fold! Month 6 and I can now see little cracks all along the fold! Due to this major fault with the screen happening only 5 months into my purchase I decided to have the phone sent back to EE for a warranty repair.
I keep all my Tech Gear in top condition and look after everything I own with a high degree of care. The phone I sent to EE was in immaculate condition with not a dent or mark on the device. A few days later I received the paperwork advising that my phone was user damaged and that there will be a charge of 360 pounds to replace the screen! I argued the case with EE and took it as high as I could but they advised that the phone is not covered under warranty because it is user damaged? I asked on what grounds was the phone rejected and deemed user damaged when it is in immaculate condition bar the the screen cracking at the fold? They would not respond stating that their technicians make this diagnosis which EE have no control over. Ee offered £50 which I rejected, and i asked to take this further.
I was advised that I will need to reach out to the Ombudsman and also Samsung directly. I called Samsung Who advised that I would need to take my phone in to Samsung repair centre at Newcastle-upon-Tyne where they will inspect and have this repaired on the day.
After calling the Samsung centre at this location and informing them of what has happened so far the agent advised me to bring the phone in, which was a good 1 and a 1/2 hour journey. After I got on site they looked at the phone assessed it and advised the phone is in great condition but because the screen protector has been removed the warranty is void and that there will be a charge of 270 pounds to repair the phone. At this stage I was fuming due to poor advice from the Samsung centre wasting my time travelling in with a child to turn down the repair. I asked why they didn't ask if the protector was removed over the phone, to which the assessor just smiled! At this stage was quite angry and advised that this is an unacceptable level of service and very unprofessional, but got no response from the woman and was only given a number to call Samsung directly.
I called Samsung a technician took the case reference number and also half an hour of my time to listen to the problems I have faced to date only to advise me again that there's nothing they can do as the warranty was voided due to the screen protector being removed.
Again I argued the case that the screen is fatally flawed, and that I actually use the phone at most 10 times a-day which is a far cry from the claims of the phone enduring a 100 flips A-day! They were straight down the line with voided warranty and wished me a wonderful day!
My home is reliant totally on the Samsung ecosystem with the exception of this device which has been a major letdown. I have always purchased high end Samsung technology looking at forums I can see that it's not just an isolated case, these phone screens are failing for many people. I can imagine a recall for the flawed device being very costly for Samsung therefore the excuse of the screen protector being removed voiding the warranty is a successful cop out! Buy this phone at ur own risk, I have wasted too much of my time and energy in trying to getting this phone rightfully repaired at no cost to me and failing. I will be reaching out to the Ombudsman who will independently assess the issue.... let's see if this works?
I am having the same issue with them, after sending my device in and being asked of the condition, tmt first respond with user damage to hinge means I need a new screen and battery replacement at £279! There is nothing wrong with the screen or battery it's just my protector that started lifting at the fold and I was advised by samsung to send it to them for free replacement, now they have my phone I have asked them to charge me for just the screen protector replacement and they are refusing saying they will only do the screen replacement at £279!!
Samsung said they would send me a report but I'm still waiting for it! I just had a email from DPD delivery after insisting on an explanation of where my phone is and them telling me they will raise it with the relevant department.
The problem is Tmt first they are using shady and fraudulent business practices, I have raised this with Samsung but they don't seem at all bothered.
I have said the phone Must be returned in the same condition they received it and I have photo evidence of the phone. The phone was sent with the screen protector on albeit with it lifting at the fold so if it is damaged or removed I will not accept it as it's not in the same condition I sent it to them in and if they have caused damage to it they will be responsible for that damage.
Let me know how you get on, I'm planning on maybe starting a petition or something but not sure where to start so will have to research or find some assistance first.
I do think if we all band together we will be able to resolve this, with press and social media it only takes the right person to be effected by thus issue and it will be everywhere and hopefully the fraudsters will be brought to justice for their crimes in these hard times.