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Original topic:

Yet another cracked screen along the fold for Z Flip 3

(Topic created on: 24-05-2022 02:20 PM)
MrAmar
First Poster
Options
Galaxy Z Fold | Z Flip

After reading all the other posts here I find solace in that I'm not alone. But poor form Samsung!

My Flip is 9 months old, so definitely covered by the warranty. I also have Samsung Care.

I noticed recently that along the fold, the screen had developed cracks at the left and right edges. Imagine if I continued to use the phone in about a year the cracks would meet in the middle.

So I got my phone collected last week and today I'm being asked to pay £99 excess as my "Warranty void due to impact damage". The phone has a tiny dent in one corner, which doesn't effect the working of the phone. 

I checked Samsung website on what it says about warranty and : "The warranty does not cover accidental damage. If your device has a smashed or cracked screen, this will be deemed out of warranty. If the device has deep scratches or dents that cause the device not to operate, this would also be classed as out of warranty."

My phone works fine. And the cracked screen is due to a Samsung defect.


Called Samsung to complain and the lady on the phone says that I need to pay the excess and if the engineers deem that it is not a fault due to the dent I'll be issued a voucher. For Samsung store. Now why would I want that. I'm still out of pocked £99 and they just getting me to buy something from their store.

I know it's not a lot of money. But I also shouldn't be paying to repair an issue that I have had no hand in.

Been a Samsung customer for ages, first phone was the S6.  And on my 2nd watch now too.
But I'm tapping out. Samsung you have lost me.

4 REPLIES 4
b12spirit
First Poster
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Galaxy Z Fold | Z Flip

Same exact thing for me. For me, spent 4 hours in customer service, I paid the $99 deductible for the T-Mobile insurance to get a "new" one (since I need a phone asap, and pretty sure it will crack in the same way) and I can't change it or trade it because it was bought through installments, so I am screwed. Once I receive the "new" one, I will just not fold it. Been a Samsung customer for 7 years, but after this no more. Once I am able to swap to a new phone, I will just go for an iPhone and change my watch for an apple one. 

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DocJeff
Explorer
Options
Galaxy Z Fold | Z Flip

My Z-Fold was purchased 5 months ago from Samsung directly since they sent me a "Loyal Customer" offer. I was allowed to trade in my Galaxy Note 20 for credit towards this Z-Fold. I sent in my Note 20 when I received this Z-Fold. Loved the Z-Fold until the dreaded black line started out of nowhere. I never dropped it and it was fully encased with the Samsung cover with Note pen. It happened while on a plane and simply opened it. Throughout the 4 hour flight....the black line eventually turned into a 1-inch black zone and unresponsive on the right side. I started a service request within 24 hours. I sent it in and had the dreaded email and phone call stating..."we are unable to repair and it has been determined that this damage is from "non-warranty damage"....WHAT??? I am without a phone since I traded my Note 20 in and now Samsung is deflecting the design flaw as if I threw against the wall while the phone was open and some how caused damage as the crease!!?? B.S. Samsung!!! What a loser company. I can't wait for the multi-million dollar class action lawsuit. 

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DocJeff
Explorer
Options
Galaxy Z Fold | Z Flip

My Z-Fold was purchased 5 months ago from Samsung directly since they sent me a "Loyal Customer" offer. I was allowed to trade in my Galaxy Note 20 for credit towards this Z-Fold. I sent in my Note 20 when I received this Z-Fold. Loved the Z-Fold until the dreaded black line started out of nowhere. I never dropped it and it was fully encased with the Samsung cover with Note pen. It happened while on a plane and simply opened it. Throughout the 4 hour flight....the black line eventually turned into a 1-inch black zone and unresponsive on the right side. I started a service request within 24 hours. I sent it in and had the dreaded email and phone call stating..."we are unable to repair and it has been determined that this damage is from "non-warranty damage"....WHAT??? I am without a phone since I traded my Note 20 in and now Samsung is deflecting the design flaw as if I threw against the wall while the phone was open and some how caused damage as the crease!!?? B.S. Samsung!!! What a loser company. I can't wait for the multi-million dollar class action lawsuit. When I sent this in for repair it only had a small black down the fold portion...this is what they returned to me.When I sent this in for repair it only had a small black down the fold portion...this is what they returned to me.When I sent it in the Z-Fold only had a small black line down the crease...now 90% of the screen doesn't work.When I sent it in the Z-Fold only had a small black line down the crease...now 90% of the screen doesn't work.

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DocJeff
Explorer
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Galaxy Z Fold | Z Flip

Notice that there isn't a single ding in the frame around the screen. NEVER dropped.

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