Z Flip 5 Screen not responding and not covered by warranty!

[sumit77]

In just 7 months, the Z Flip 5 screen stopped responding.
The service told us that it's not covered by warranty, and estimated the repair cost to be around 400 EUR! almost half the price of the phone!

The main screen is the weakest part of such an expensive phone.
It is pretty disappointing to know that Samsung made such a decision .

I was planning to upgrade to Z Flip 7 next year, but now obviously wouldn't.

[sumit77]

In just 7 months, the Z Flip 5 screen stopped responding.
The service told us that it's not covered by warranty, and estimated the repair cost to be around 400 EUR! almost half the price of the phone!

The main screen is the weakest part of such an expensive phone.
It is pretty disappointing to know that Samsung made such a decision .

I was planning to upgrade to Z Flip 7 next year, but now obviously wouldn't.

[Glenntech]

The inner screen will have a limited two year warranty.
If there physical damage on the phone or screen, then it's likely the works won't come under the warranty.
Some bank accounts and home insurance policies can cover phones repairs. So worth looking into if you cannot get a warranty repair

[BandOfBrothers]

Hello @sumit77 and may I extend a Warm Welcome to the Samsung Community Forum 👍 

I note you say ' eur '  when mentioning currency so your regions warranty suppprt may differ from mine in the UK. 

Where are you based please 🤔 

Usually if Samsung won't repair a phone under warranty, then this typically means they believe accidental damage has occurred. 

If you do not wish to pay the fee asked for ,and you have no other forms of insurance then you could ask the exact reason why they won't repair under the warranty  !

What exactly have the Samsung Service Centre advised please. 

[sumit77]

The issue was that for around two months, while closing the flip, infrequently I felt the hinge getting jammed, but with a slight wiggle, the hinge was normal again.

And before two weeks when I tried to close the flip, I heard an audible internal crackle, and the screen stopped responding completely.
There's no external crack, the screen is visibly in perfect condition, just not responding.

I took the phone to the shop I purchased from, and they told me that the service guys told them that the screen has cracked, and not covered by warranty.

I have requested the phone back, and will personally visit the Samsung service center to understand the issue.

[Members_XekeGQS]

Similar issue here - experienced a line across the crease and Samsung won't accept responsibility due to 'damage' to the screen protective cover (the cover is delaminating).  So both issues which are well known problems are being ignored.  I have a number of Samsung devices in my home but this will be the last. 

[hells2025]

Anyone else feel samsung have outright failed to mention where their responsibility lies at the time of purchasing this phone?

[RobertBurnsOB]

I bought mine hyped up at a Verizon store.  I have never seen the express warranty.  Samsung's website says that they are sold out and gives no express warranty.  I now do know that the design is in breach of the implied warranty of fitness for purpose intended (it's too fragile to open & close or take falls in normal use.).  I am going to make my own warranty claim to Samsung today as I've lost far too much money and time (HOURS) and peace of mind.

[Galaxyuser_CT]

I’m curious though — is it typical practice for Samsung to default to “accidental damage” even when multiple users, across regions, report the same structural fault (e.g. green lines, hinge issues, digitizer failure) without any external impact?

I’ve noticed many replies here advise users to claim from insurance rather than pushing Samsung for accountability under warranty. But doesn’t this shift liability away from the manufacturer, even when the product might have a design flaw?

Surely we as consumers have a right to know whether the same issue is being reported widely — and whether the pattern points to something Samsung should be covering?

I’d really like to hear from others who’ve faced the same — especially where no physical damage was present at hand-in, and yet repairs were denied on that basis.

[RobertBurnsOB]

How should we know what's typical?  Liability hasn't been shifted, but responsibility has.  I don't think that we have a right to know patterns, etc. unless in litigation.  The FTC should look into this and maybe a class-action lawsuit should be brought.  Samsung took my claim and failed to act further on it.  My last phone was damaged only by falling about 3' properly encased in an Otterbox; it is no reasonably crash-resistant.

[Galaxyuser_CT]

You’ve really articulated something important here. The way these devices are sold versus how they hold up in reality raises serious questions about design and accountability. What you’ve described — the loss of time, money, and peace of mind — resonates with what many others have gone through, and you're right to call it out.

It’s encouraging to see more users speaking honestly about this. I hope Samsung takes your claim seriously — and if not, your voice still adds to something much bigger that clearly needs attention.

Thanks for sharing your experience.