z flip 6 various issues and samsung / TMT first warranty refusal

[pmc89]

Hello all, 

First off apologies for the long post and if this has been covered before, I see there are various topics with issues related to this phone. I am having a bit of a nightmare with Samsung at the moment and hoping anyone who has been through something similar in the UK may have some advice. 

I bought my Samsung z flip 6 at the end of August 2024, so it's just under 3 months old. Last week the phone stopped charging via the usual charge port/cable method. It did still charge via wireless chargers. A few days later the phone developed an issue where it would turn on and off randomly. At this point I raised a warranty claim with Samsung. Unfortunately I stay 3 hours away from the nearest service centre so I opted for the pick up option. The following day the phone became completely unusable. The inner screen did not respond to touch whatsoever. I tried all of the recommended solutions that I could without being able to select any apps - hard resets which didn't solve the issue. Only the front screen responded but there's limited functionality on this. This meant I was unable to wipe the phone or put it in maintenance mode. 

Fast forward to last Friday and the courier arrives with some packaging for the phone. I quickly package up the phone in the padded Samsung packaging and the courier then takes it to TMT First. The phone was in perfect condition cosmetically, despite not responding to touch. The case was also spotless having been kept in a samsung cover since the second it arrived. 

This week I received an email from TMT stating that the warranty was void due to a puncture on the screen. I've requested photos and they show a phone with a small puncture on the screen, top right. I phoned and they stated that despite the battery issue, they need to bring the phone back to warranty condition and due to the physical damage they need to charge for the screen. I am 100% positive this was not the case with my screen. I have asked for return of the phone without the £30 inspection because I want to confirm this is definitely my phone, it looked fairly dirty from the photos with scratches on the casing which is not how I sent it plus the puncture was definitely not there. 

So my question is - has anyone experienced anything similar and if so what happened? I feel at a bit of a loss as to what to do. A 2 month old phone should not fail like this and it feels like a consumer rights issue. On reading various samsung and TMT reviews I fear this is a common issue and would go as far as to say it feels very suspicious.  I got samsung care+ with my phone but am reluctant to pay the excess as this feels like a warranty issue, and I also don't want it to go back to TMT first as I just don't trust them. I'm considering raising a section 75 claim on the finance. 

Any thoughts or advice would be greatly appreciated. 

[BandOfBrothers]

Hello @pmc89 and may I extend a Warm Welcome to the Samsung Community Forum Section for Uk and Eu Members 😀 

I'm sorry that we meet you under these circumstances.  😔 

When I'm speaking with a person who intends to surrender their phone for inspection ,and or repair either to a Samsung Service Centre or via post I always advise to take time and date stamped photo's of the phone to show it's aesthetic condition ,while in their possession.

One also of any water indicator if visible. 

If you took some photo's then you can move forward with showing Samsung these. 

Unfortunately if you didn't then putting it plainly it's your word against the Samsung engineers. 

It is correct that if accidental damage exists then Samsung will only carry out any in warranty repairs if the phone is first brought back up to warranty standards. 

If you do not want to pay the fee then you could look to other sources such as Home Contents Insurance and or some bank accounts provide cover as a perk of the account. 

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

[Members_mj7k3DF]

Hi,

Yes, twice.

3 months ago I sent my Z Flip 5 to TMT First in perfect condition bar hairline cracks that were beginning to appear on the inner screen. 3 days later I received an email stating it was an out of warranty repair. When I asked why, they said the screen was damaged. I asked for photos to be sent and when they arrived I saw my phone had been smashed both inside and out, it had taken a drop somewhere between my door and their workbench. 

I argued with Samsung Customer Care, that name is an oxymoron in itself, there is no customer care, but my phone wasnt repaired under warranty as I could not provide a time stamped photo showing my phone was in A1 condition when it left. I ended up having to get a new phone as it was not worth paying £300+ to repair a £400 phone. 

Fast forward to this week. The internal screen crashed on my Z Flip 6. Everything was working fine then a form of static appeared on the screen then it crashed. Sent it into TMT First, this time taking time stamped photos. 

Strangely enough, I received exactly the same email and reason as you have for them not repairing my phone this time, a small puncture at the top right of my screen. I went straight to escalations who again have said its out of warranty. 

After reading your experience I'm beginning to think something is not quite right at TMT as its very suspicious that exactly the same damage is happening to phones in their facility. 

I'll be sharing this with Samsung today as part of my ongoing complaint. Thank you for sharing. 

[pmc89]

Thanks for the welcome @BandOfBrothers and the response. 

Unfortunately I never took photos which in hindsight is an obvious mistake. It's a lesson learned for the future but also a sad state of affairs that it has come to this with Samsung. 

[pmc89]

Thanks for sharing this. Sounds like a fairly familiar situation and interesting that it seems to be a puncture in the same place on the phone that seems to have happened to your phone. I'm still waiting to receive my phone back but if it helps I can share the photos to see if it's similar damage. 

[BandOfBrothers]

Hey @pmc89 

You're very welcome flr the reply. 

Taking photo's is something I've done with any tech I've had to have work carried out on. 

Not just phone's. 

[Docksdox]

I have a Z4 and a Z6.  The Z4 broke after 2 years.   The Z6 broke after 4 months.  Both broke in the same way, when opened a small snap is heard and the inner screen center goes black.  

Samsung is refusing my Z6 warranty because of "physical damage inside".  Of course there will be physical damage inside when a mechanical device has faulty parts.  There is no external damage, and i made sure to make a video of the entire phone before i sent it to warranty repair.  There is a class action lawsuit forming for the same issue for the Z3 which may tack on later modles with the same issue.

Also, 3rd party repair houses have refused warranty repair of this specific issue which is why i had to send my Z6 to factory repair.  I asked for photos of this "internal damage" and have not been given any documentation of said damages.

[mickname]

Having same problem with my flip 5 faulty screen but phone in perfect condition no damage at all now TMT first say impact damage and not covered by warranty Im not paying can buy new pixel for price of repair

[deshaisd]

My Z filp 6 which I have only had 2 mos has the same issue with the interior screen as described above: "Everything was working fine then a form of static appeared on the screen then it crashed."

I initially put in a repair request and brought it to the local UBreakIFixIt, and was told they would not repair it due to being an on going issue which they do not get re-imbursed for.  So for the last month I have been waiting for a pre-mailer from samsung since they ae not able to send me a label since I am i Hawaii.  After numerous calls, chats and texts; today I am told that a box is not coming and I will need to send in the phone myself on my own dime.  So now I will be sending in the phone and requesting a full refund since there is no repair service here in Hawaii for this lemon of a phone.  I have taken pictures or my pristine phone and have packaged in securely in it's initial packaging bubbled wrapped and securely boxed.   After reading the above posts, I am not feeling very assured that I will get the resolution I  am requesting.  

[john771]

I have the same issue with my internal screen. it comes on like normal but the touch is completely gone. sent in for repair. had a small ding on the hinger from months ago and are blaming my screen on that even though the phone was perfectly fine. f** samsung. been a loyal customer for over 15 years. this is the last time they get money from me. i hope they go out of business