Z Flip 5

[Members_cSjcRHs]

Hi, 

I am really unhappy with the service I have received from Samsung recently, I have all things Samsung, TV, Soundbar, Tablet, Smart dryer & Washing machine,Smart fridge freezer and Samsung Jet hoover and my mobile Z flip 5.

Ive never had any issues with any of my devices, in fact I worked for O2 for many years promoting Samsung products and I also worked in the repairs team, never did I think I'd be really unhappy with how Samsung have dealt with my issue.. 

So my mobile is the issue, 12 months to the day of receiving it I sent it in for repair under it's warranty, the problem with phone is, where screen folds a black mark appeared right next to the hinge right on the crease, now my phone has never been dropped or damaged in any way, always had the screen protector on and never ever been used without it's official Samsung protective case, anyway repairs centre have said due to damage to the hinge of the phone on the opposite side of the screen my warranty has been voided and will be a chargeable repair of over £300!!!

I've disputed any damage to the phone but they are sticking with this, I was told by others before sending this is what they will do to avoid a warranty repair, but I held Samsung with a higher regard, how wrong could I have been.... 

So handset is getting returned to me without repair, I've spoken to Samsung customer service on chat who were no help whatsoever, gave absolutely no options of resolution at all..

How do I go about escalating this issue, really not happy with how this has been dealt with, I 100% dispute any damage to device my end and believe it to be a fault with the folding Mechanism and I've since read of others having the exact same issue!

Thanks

Carole

[AndrewL]

@Members_cSjcRHs: I'm very sorry to hear of your disappointment surrounding the outcome of your recent warranty inspection. Please note that physical damage, accidental or otherwise, is not covered by our standard warranty. If the assigned engineer has identified physical damage as the cause of the mark on your screen, then a charge would be applicable to cover the cost of the repair. I absolutely appreciate that this was not the resolution you were hoping for, however we must stand by the engineer's diagnosis in this instance. 

If you are unhappy with the service you have received then I recommend contacting our Support Team via the link below, where an advisor will be able to escalate your query to our Customer Solutions Team. In this instance, a member of the team will contact you directly to discuss any concerns you may have, and explore any available, alternative resolutions. 

https://www.samsung.com/uk/support/contact/

Please accept my apologies for any inconvenience this may cause you.

[BandOfBrothers]

Hello @Members_cSjcRHs and may I extend a Warm Welcome to the Samsung Community Forum 👋 

I had a similar issue with a Fold³ I owned which was the delamination of the factory fitted screen protector which was coming away. 

Now I didn't send mine away to be fixed, instead I carefully peeled this plastic off, which didn't void the Manufacturer's Warranty. 

I just had to be wary that the screen no longer had the protector on it. 

There is also possibility alternative options to explore if you have Home Contents Insurance to which the policy includes mobile phone's. 

Some Bank Accounts provide cover as a perk of the account. 

Obviously Terms and Conditions and any excess fee's may need to be checked , and in the instance of Home Contents Insurance the following years cost may increase. 

As @AndrewL  has intimated once the particular department that deals with repairs has concluded their findings, they have to remain with that conclusion. 

In might also be worth having a look at Consumer-Rights-Act-2015 which may help.

If the phone was purchased by using a Credit Card then Section 75 may come into play. 

If by Debit Card then ChargeBack. 

You'll just need to check the small print if either apply. 

If i can be of any further help please don't hesitate to ask  😎