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Z flip 5 Warranty invalid for tiny dent and refusing to repair broken screen

(Topic created on: 08-08-2024 04:43 PM)
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I have this problem too

Members_IAuDcpZ
First Poster
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A few months after buying a z flip 5 it developed a green line along then bend in the inner screen, as reported by many other users. When I sent it for repair under warranty I was told the warranty was no longer valid due to a tiny dent next to the screen. After a few more months use the line has spread to the rest of the screen and it is no longer responsive. I refuse to believe that all this is caused by that tiny dent near the screen. Is there anything I can do other than pay the repair costs?

20240808_162556.jpg

8 REPLIES 8
Robin999
Samsung Members Star ★
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Unfortunately, the engineers word is final. How did the dent get there in the first place? Dropped?
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BandOfBrothers
Samsung Members Star ★★
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Check if you have any alternative insurance via Home Contents Insurance and or some banks offer cover as a perk of the account @Members_IAuDcpZ 


Daily Driver > Samsung Galaxy s²⁵ Ultra 512Gb ~ Titanium Black.

The advice I offer is my own and does not represent Samsung’s position.
I'm here to help. " This is the way. "

iglabas
Apprentice
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The same thing happened on my Galaxy Fold 5 phone after a little over half a year of use. When opening the internal screen, a cracking sound was heard and the screen got a black line in the middle, 2-3 mm wide.
Touch didn't work anymore from that moment.
With each new opening of the screen, the line expanded, bubbles appeared, some horizontal lines appeared as if the screen was worn. In the end, the screen cracked, etc.
The phone is under warranty and I used it for 2-3 days after that until I got a replacement phone. I used only the external screen because the internal one did not work.
After sending it to the service center, they told me that I had physically damaged the screen, which made me very angry, considering that the screen had not had any damage until that moment, nor had it ever fallen or anything like that.
The service referred me to Samsung support, where I can complain about that decision.
I made an application and I can tell you that I have never had a worse experience in my life. At first they didn't want to make a report, then they took the information about the service and the work order number and said that someone would call back with the information.
Of course, no one answered for 10 days, so I called again. They say it is on hold and will "try" to rush it. And again nothing.
The service, on the other hand, asks for a statement as to whether they should repair the device at my expense (€600).
As a long-term user of Samsung devices, I am very disappointed with the attitude towards customers.
Even more so as the internet is full of the same screen failure on Fold 5 devices and they blame everything on physical damage.

Shammi
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I have the exact same issue to, when I went to the store another user had the same issue. They found the smallest dent on my phone and said warranty is void. They should be following the consumers right act 2015

The dent on the phone has not led to the mechanical issue on the phone. It's a known issue 

 

A class action lawsuit has been filed against Samsung in the U.S. regarding issues with the Galaxy Z Fold.  The lawsuit alleges that the phone's foldable screen is prone to cracking along the crease, contradicting Samsung's claims of durability. The plaintiff, Antonio Lewis, argues that these issues arise from design defects that weren't adequately tested under real-world conditions. The lawsuit accuses Samsung of misleading consumers and violating various consumer protection laws. This case was filed in the U.S. District Court for the Southern District of New York [[❞]](https://topclassactions.com/lawsuit-settlements/lawsuit-news/samsung-class-action-lawsuit-and-settle...).

 

 

 

Zaakerah
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This exact thing happened to me and I've been back and forth with Samsung but have had no luck. They promised to escalate to more senior teams and call me back within 48hrs but this never happened, and after further prompts I only received an email saying they won't be honouring warranty. My phone did not even last 12 months. How are they allowed to sell these faulty products to the public? The employee himself on the phone confirmed that it is a common issue with the foldables. And I did have a small scratch, probably the size of a few pixels, on my screen but this was absolutely not the cause of the screen turning black and unoperational. Unrealted issues but apparently it means that my warranty is void. Absolutely disgusting customer service. I have been struggling for nearly a month, using a temporary faulty phone to get by as I was hoping to receive some form of compensation to put towards a replacement, waiting around as if I'm in limbo.
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Saintiago
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I kid you not, the exact same thing happened to mine. They refused to fix it. It's funny because it was in their hands for a whole month before I got it back and it was clear whatever they did to it was what had caused it's damage.

I had sent my phone in to get the outer body changed (another reoccurring issue with these phones they refuse to acknowledge) and when I got it back, it cracked on me.

These greedy folk (I'm being nice) would not and could not come acknowledge the possibility their company had messed up badly.

I will never recommend this company anymore. I tell my friends about my experience and they stay away.

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None25
Apprentice
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Same. Ditto. Exactly

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None25
Apprentice
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They are just hoping that people give up.After frustrating us. They don't know what customer service is. 

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