I got my Flip 3 in the beginning of September 2021. The format of the phone is super nice and it was working great until end of May this year, about 8 months after I got it. The screen cracked in the middle. This is clearly a known issue of this phone and contrary to what Samsung say on their Flip 3 marketing site… “And thanks to a surface layer and a protective plastic film, the screen is 80% more durable than its predecessor, and it can handle up to 200,000 openings.” You can read and see many stories like this about the Flip 3 screen issue on the Internet.
This post is not really about the fact the screen cracks because we know it will most likely do crack sooner or later. This post is how Samsung deals with its customer. I have now been working with different Samsung Support agents for soon 3 months. Since I bought the phone from Samsung Shop I called them first. After many calls and emails mainly me reminding them and pushing to work on my case an agent finally agreed that the phone was broken and that I should get a refund. This I got in an email. Samsung Shop didn’t have the authority to approve the refund so I hade to contact Technical Support to get a refund code. The contact with Samsung Shop went on from 30th May to 21st June. I contacted Technical Support to get my refund code and again after several weeks of calling, emailing and pushing for response with Samsung Technical Support, they told me they are not in a position to give a refund code. The only action they could take was to give me the link to Samsung Voice Of Customer, VOC. The communication with Samsung Technical Support was from 21st June to 7th July. I have now been communicating with a “Marianne” at VOC since 7th of July and basically nothing has happened. Mariann and Samsung strategy is clearly to delay and trying to have me giving up the case. Mariann has been asking for information I have already sent to Samsung several times before. Mariann claims she need to get approval from “above” but nothing happens. I have also started a case at my countries General Complaints Board. This must be a no brainer for the board. Any way I wanted to also share my experience. The more people who post their experiences the better. I do hope Samsung would take the proper actions and give us the money back or at least let us change to a phone that works according to their promises. Not a lot to ask for…
