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Original topic:

Z-Fold 3 Screen Stressed Along the Fold Samsung Refusing Warranty Repair!

(Topic created on: 28-07-2022 07:41 AM)
TheDemonBarber
Journeyman
Options
Galaxy Z Fold | Z Flip
I recently opened my z-Fold 3 to hear an alarming crack and be presented with an opaque area around the fold  Stretching 1/2 to 1 cm either side of the fold.  It looked and sounded like it had shattered. I did the instinctive thing and removed what part of the screen protector was still adhered to the screen. Firstly the screen was unusable with it on, secondly to check that it hadn't been the screen that had cracked. Turned out there are little stress marks along the screen fold. I arranged a doorstep repair. The engineer said because the protector was removed there was nothing he could do. He said that he could see it was absolutely nothing I had done to cause this damage and apologised prefusely.  I called Samsung to complain. In my eyes there was no way I cculd possibly have caused this damnage restricted to the Fold even if I tried. The Sausing call centre actually said removing the protector caused the damage.  Again unbelievable, due to the nature of my experience. I removed what was left of the protector very carefully and it was already removed from the fold anyway! I was advised to contact the repair service and book it in for inspection. I questioned why the doorstep engineers assessment was not valid and the centre's was? No answer was given. I was also told I couldn't escelate my complaint. I have been a loyal Samsung customer for decades and have a Samsung fridge freezer, washing machine, cooker & hob lots of Tv's, 360 camera, , smart watch, VR, smart hub with accessories. I cannot stress enough how angry I am with their refusal to repair a clear manufacturing or design fault ! I will be exploring alternative brands for all of my future purchases if they  do not replace my screen under warranty!
15 REPLIES 15
Mark29359
Voyager
Options
Galaxy Z Fold | Z Flip
There have been many reports on this problem and the lack of support. I have the flip 3 and have removed my protector due to it lifting at the fold. I have been in many phone shops to ask for a protector and they all say that they don't do them. I will be looking at another sauce for one. I love my flip 3 but would I have another folding phone. I don't think so due to the lack of support.
TheDemonBarber
Journeyman
Options
Galaxy Z Fold | Z Flip
It's seems that any cold, or hot weather is a problem for the protectors. I love the Z- Fold 3 too. This experience is really taking the shine off it. I have also been told the warranty null & void simply because I removed what protector was still adhered to the screen. You couldn't make it up. Not the customer care you expect from such a high quality global manufacturer, I might suggest.............
Timo63
Explorer
Options
Galaxy Z Fold | Z Flip
Don't be fobbed off. They try it on with everyone. I was told that I had to pay £279 as there was an unrelated "fault" which had made my warranty void. 4 weeks after arguing I received my phone back with no explanation. It was fully repaired and no charge. Result.
DLJam
First Poster
Options
Galaxy Z Fold | Z Flip

Just got off the phone with samsung technical myself, they suggested the same where it's physical damage, I clapped back with it's literally damage by design how isn't it under warranty?  
got a repair booked, but no confirmation it'll be on warranty, Got a contract for 3 years and sounds like I'm lucky it's taken 10 months to split, but the fact that it's expected to split within a year again is frustrating in itself. had I known this issue would be as bad as this i wouldn't have brought it!

Mattp42
Journeyman
Options
Galaxy Z Fold | Z Flip

I know how you feel, I can't even see the so called damage to my phone which they won't repair!!!! Well it's now under investigation for 'damage in transit' as apparently their repair techs don't make human errors!! Only sent the phone in for a front screen protector to be replaced professionally on my Fold3 and also noticed a slight lift on the top right of the crease. £409 repair cash in the old back pocket they want. Terrible customer service which basically doesn't exist.

JoLang
Apprentice
Options
Galaxy Z Fold | Z Flip

Wow! This is really worrying me. The same thing happened to me today. I really look after my phone, no drops, I keep it in a hard case - no dents or stratches. I noticed that the fold line screen protected had been lifting over that last week or two. It was a bit colder today (about 19 degrees) and when I opened my phone i heard a crack and then a black line down the centre of the screen. I have taken photos of my phone to show that it is in mint condition. Even the shop assistant remarked about the care I had given to the phone. There is no way that I caused this. My phone is about 8 months old. I decided to take a chance on this phone (I was moving way from the IPhone) and I was assured by the sales person that if anything happened due to the fold part of the screen that it would be covered with warranty. I even took out extra coverage to be sure. 20220730_142730.jpg20220730_142827.jpg20220730_142839.jpg

TheDemonBarber
Journeyman
Options
Galaxy Z Fold | Z Flip
Hi Jo,

I like you and 99.9% of owners take such good care of my phone. use it for work and home.like you, hard case , .no drops. This just happensand there is nothing you can do to cause, or prevent it. Come on samsung. do the right thing and grant us a warranty repair. There seems to be a large amount of your customers who have had this experience. CAN THEY A LL BE WRONG? The conmmon denominator is the fold...............You possibly stand to loose a lot of customers here, and your reputation is being damaged more and more if you persist with this stance of blaming your customers for something they have no control over!
flipped out
First Poster
Options
Galaxy Z Fold | Z Flip

Same thing for me. Has been about 10 months and have a crack at the crease where the phone folds.

JoLang
Apprentice
Options
Galaxy Z Fold | Z Flip

i agree. we are being used as product testers. this is such poor form.