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]

For past 3 weeks I have been communicating with Samsung care, and all they say is that I must have damaged the phone. The only option they are giving is that I pay for the screen repair. This is insane to say for such a big and reputed company. Zero customer care, not ready to accept that their device is faulty.  Never ever buy Samsung products, they have no value for their customers.

[Jtsoconnor]

This is after happening my flip 6 too, picked it up the other day and the screen was black. Had to do a soft reset which brought back the main screen, but once I closed the phone and opened it again the screen went black again. Samsung support told me to wipe the phone and see what happens but unfortunately the issue remained. I also put it in maintenance mode to see if that made any difference and i noticed that the screen started glitching like you described, with the static pixilated screen as i closed it. Samsung habe now told me to submit it for repair. Its due to be picked up tomorrow, I'm worried now that I'll be charged for a repair when the phone is in perfect condition and has never been dropped. Its very frustrating that they can't sort the screen issues after 6 generations. This is my 4th flip phone, unfortunately I had to return my flip 4 for repair previously as it developed that fault with the hinge. The flip 5 was perfect but now major issues with the flip 6. I'm beginning to think it's time to move on from the flips, or Samsung altogher.. I just hope this issue is sorted without any drama.

[KellieQ]

I went to art and had to open a new line to get an iPhone I told Samsung to send my broken phone back. I got it back and two days later got a call from Samsung saying they reviewed my case and will fix it under warranty so I had to send it back. It should be on the way back to me now so I’ll let you know if it works!  Last time I will ever fet a Samsung phone!  The att store told me they don’t even sell them because the problems they have!  It’s very ridiculous so now I will have a phone I won’t use and a line I won’t use but are paying for both.

[KellieQ]

They need to do a recall. Idk how to get that done?  Bbb or lawyer or what?  I tried to speak to supervisor and they would not let me. I asked five times the agent just kept saying why do you want to speak to a supervisor then finally I said because I want to get me one and he said they were busy and they’d call me back and I said on what phone! It’s broken!   They never called until I had them send me the phone back.

[ScotJane]

Same thing happened to me yesterday. Main screen freezes and only way to resolve is soft close. Intermittent faults all day. Only had the flip 6 since October. Clearly a Samsung issue.

[Jtsoconnor]

Just an update on this issue. I organised a free repair online through Samsung and they picked up my phone at my door via the postman. Got it back after 2 weeks and they installed a new lcd screen along with a new battery. Happy enough with that, but it concerns me that this will happen again. Or that it may occur when the warranty is up and I'll be charged a fortune.. This is a serious known issue that Samsung seem to be hoping will happen to customers outside of their warranty period. I love the flip phones, but i just can't see myself purchasing another one.

[mr_salty]

They just pulled this BS on me.  The phone was not even 2 months old when it broke (touchscreen and USB-C port both stopped working). They just emailed me a $345 repair bill claiming it was "out of warranty" with absolutely zero explanation.

I chatted with someone who told me:

"DEVICE CAME WITH SCRATCHES ON BIG/SMALL LCD HINGE/FRAME AND BACK GLASS DEVICE CAME SCREEN PROTECTOR CAME WITH SCRATCHES"

I told them I wasn't paying a penny and wanted to escalate, they said there was nothing they could do and I should call the 800 number.

ridiculous.  and as others pointed out this certainly looks like a product defect - so even if they fix it how long will it last?  maybe I can get them to send me a z flip 5 instead, I'd gladly take it.

[mr_salty]

BTW my phone has been broken since the end of September, a big reason it took so long for me to send it in was I wanted to recover some things from the phone and couldn't come up with any way to do it that didn't require me to interact with the inner touchscreen in some way.

finally I found this app called wowmouse - if you have a watch it lets you move a cursor on the screen by pointing. I installed it from my desktop browser, it took a bit to get the hang of it (especially scrolling) but definitely saved me. I used it to pair a BT mouse (which I usually do, but I guess the pairing didn't transfer over from my flip 5), from there it was easy.

[Jtsoconnor]

How can they be so poor towards USA customers as opposed to European? It's the same product with the same issues. I had my issue sorted without any cost.

[mchouston]

I have noticed USA customers seem to be getting the same response "you must have caused damage". I didn't have any issues like that. They collected the device via courier then offered me a refund or replacement within 3 days of them receiving the device.