Z Flip 6 Unresponsive Screen

[mchouston83]

My device went through an automatic update on Saturday. When my phone restarted the main screen came on but was unresponsive along with the side buttons. I managed to do a soft reset but that did not work. I tried starting in recovery mode using power/vol up but it will not enter the menu. After several soft resets, I finally managed to get the screen to respond. This worked fine until I closed the phone and reopened it, and the same issue happened again. I have done a factory reset and removed all the apps but the issue remains. I could start the phone in safe mode and that got the screen working but it won't even do that anymore. It is also overheating when charging and when the inside screen is distorted with static lines when closing the phone. I spoke to Samsung support who said it sounded like an app issue, that's the reason I completely wiped the phone, I should state the only apps I had on my phone were banking etc, I haven't installed a new app in 3 months nor updated any of them. The device has not been dropped, damaged etc and is in pristine condition. This occurred as soon as the update was installed. The front screen works fine.

[Anonymous User]

After one and a half month of about 50+ email exchanges with Samsung UAE, they did not agree to provide any assistance.  All they said that they can fix the phone, and offered me a repair for US 200.  Their customer service is the worst, every time I had to repeat what was already there in the initial complaint followed by answers from Samsung agents. They don’t care about their customers. I mean imagine asking a customer for repair charges for a model that is faulty.  I have switched back to apple.  Samsung RIP.

[Jtsoconnor]

I'm in ireland, and we have a samunslg repair site where you can submit your own repair. You put in your phone model and IMIE number and they tell you if it's under warranty or not and organise collection. Is this not available in your country? https://www.samsung.com/ie/support/repair/

[Anonymous User]

Yes they have a service center, but they refused to fix the phone claiming that it’s damaged. I don’t know how they came to this conclusion, they have not even inspected the device.  Spent so much time on email exchanges and speaking to the agents who are fully trained how to refuse a repair and only provide an option to charge.  The phone was just 3 months new with absolutely no damage or even a hairline scratch.  

[Jtsoconnor]

I organised the repair myself, I didn't have to speak to any one, just filled in the info online and the pickup was arranged a day later through their repair company.

[Anonymous User]

Lucky you, or maybe it’s the EU regulations.  I am in UAE, and my experience has been a bitter one.

[mr_salty]

I just called them which was completely useless.  The rep claimed that I damaged the device and there was nothing they could do.  I told them multiple times I wanted to escalate the issue, speak with someone who has the ability to re-evaluate the decision, etc. and nothing.  He said they were going to cancel the ticket and ship the device back to me to which I said "absolutely do not do that".  Finally, he told me someone will call me back within 24-48 hours, but he was sure they wouldn't be able to help me either.  I'm curious if anyone has any suggestions on what to do or say.  I tried to stay calm because I know it's not up to him but after the 3rd or 4th time he said "this isn't a manufacturing issue, it's due to the phone being dropped or something" it was really hard. it's complete bullshit - I never dropped the phone, I just picked it up one morning and it was like this. And obviously I'm far from the only one having the exact same issue.

This is beyond unacceptable, hopefully I actually do get a callback and they sort it out, but either way I'm definitely interested in legal options at this point.

[mr_salty]

ah, I just realized these forums are region specific and this is the EU forum... so I'll head over to the US version.

[mr_salty]

just to close this out, they did call me back today, I again asked to escalate or have the device re-evaluated, the rep said they would do the latter although it wouldn't change the outcome (ok, whatever... not sure how that constitutes a second opinion). After I hung up I got an email saying the ticket was "cancelled by customer's request" and being sent back to me. 😡

[abz12333]

My screen kept freezing only had it since September. Absolutely regret getting one now. My phone is basically unusable so unhappy and disappointed

[Lina khalifa]

 Waw. This literally gave me chills as the same thing has happened to me. My charging port stopped working then my screen stopped working and I've had my phone for 2 months now. And here I am looking for answers online and I found myself reading this comment. I dont have the money to get another phone and I need to fix mine for work. Is there a way to repair it at a repair shop or do they know at least what is the issue exactly?