Why wont Samsung acknowledge the Z Flip screen issues. Totally loosing faith in this brand!!

[Members_nohpHs1]

Got a Z flip (1st gen) that has completely gone on the fold. This was not due to physical damage and literally watched it happen before my eyes. Phone was still under warranty so contacted EE who refused to repair. Then contacted Samsung who were no help whatsoever also. I have so many Samsung devices as I use them all for my business, phones, watches, buds and was just about to purchase on of the new laptops but seriously thinking of switching my whole business to other devices due to the lack of respect shown for loyal customer service.

Have read so many other comments about people going through the same issues..... its not our fault that Samsung have produced a defective item at an inflated price and then left us to pick up the pieces.

[Glenntech]

Not sure how many Z Flip 3 phones are affected by it.
But some do get the screens, screen protectors or both replaced with no questions asked. Under Samsung care
Others have definitely had problems and everyone gets the same reason for not being covered.
Problem comes because its a third party company that does the repairs, and they have thier own assessors.
Your first generation Z Flip is a couple of years old and will most likely be out of warranty now. Which is why EE probably can't do anything to help.
Do you have Samsung Care for the phone?
You can always try something like if you have a bank account that covers phone damage. Sometimes house insurance etc

[ktob]

I have the 1st gen zflip april 2020 pre ordered it just b4 lockdown the screen cracked across the fold no pixel damage though, then it started to rub away due to general scrolling from my thumbs then the battery started to get really hot where it would drain within the hour, it got so bad i booked a repair when it was 10mths old because i had to wait for shops to reopen fully samsung repair centre in leeds refused to repair unless i paid for a full screen replacement my network wouldnt repair as they said its down to samsung and stil under warranty in the end i threw it to 1 side in a drawer and bought a brand new handset the zflip is stil in contract til sept 2022 but it hasnt been used since aug 2021 it was a great phone just not made right id stay well clear. Edit.. the top scratches arent scratches thats where my ear rested when i used the phone talking calls.

[Glenntech]

If the pixels are all working OK
Likely the screen is ok and probably just the plastic screen protector that can be replaced.

[ktob]

I dont have a screen protector on on as thats what i originally thought thats why samsung repair centre wanted to charge me full price they said mine didnt have a screen protector built in on to screen🤷🏼‍♀️