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

[TheDemonBarber]

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!

[TheDemonBarber]

Come on samsung, it will do more harm than good to your brand and future sales in the long run if you do not repair customer's screens with these issues. We know you read these posts.

[MC Gin]

I have my  zfold 3 phone screen saver started opening in the middle. without knowing the details i took it phone repair shop near me he suggested it's not advice to replace original screen protector and told me to contact the Samsung customer service.as i only bought in December 2021 and still under warranty  so I called Samsung and they sent me a ups pick up label and I mailed it to them. In order to continue use my phone I bought a Samsung note 20 ultra and started using it after mailing the z fold. Two days later I got email from Samsung that my original quote of 0 cost to me is changed to 550 usd, as it it's out of warranty.  so I called Samsung and asked why then they tell me that my phone is out of warranty. I was surprised  as I only bought it 8 months ago and still have the warranty so I wasn't happy with the answer I asked for supervisor but they said it will be the same answer from them too without even letting me talk to them. I still insist to talk to supervisor and they scheduled a phone call from Samsung with 48 to 72 hrs I didn't get within but I got a call and he does the same and tells me that their technician won't give them details and no pictures of what damage was not covered as I asked them send me what else damage is out of warranty they won't send you any details and threaten me to mail the phone without repairing. So I requested another manager to speak to me and he gives me the same answer that no one will be helping me without paying the repair fee and will give me the same answer. This is ridiculous as we go to any repairs shop they show us what is damaged and explain the details.

I can't understand that Samsung being this many issues with fold phones and trying to blame the users that we didn't use properly my phone issue was just screen saver bubbled in the middle and they said lcd is not working  my lcd was working fine when I sent the phone. It's just bad that denying customers issues.

 

 

[TheDemonBarber]

Just baffling. Other words to descibe this, I am too polite to publish on a public forum. You seem to have had the same customer service brick wall that everyone else has for me in the UK. Seems to be a global issue.

[Zafman1989]

Feeling you pain and then. Being told that I have to pay 400 to repair it. Literally just opened it one morning and had the same black tear down the middle of the phone

[DLJam]

Further to my previous message, got to the day of repair and the technician came and got my phone early on the day, showed him my issue and asked if it'll be covered, he said it was. 

little more than an hour later, returned my flip almost as if in New condition, protective strips all over

I guess book your repair and as the person who'll repair it. I did argue the matter on the phone beforehand as I booked the repair, seeing as it's damaged by the design of the phone, dunno if that changed anything. 

[TheDemonBarber]

Live chat Response today:

There are no specific issues with the Z Flip/Fold series, Frank. 
 
If this is damaged, this is not covered under your warranty period. 
 
We do not cover Physical damage, liquid damage or rooting. 
 
Removing the current protector can greatly affect the display if not done correctly, we highly advise against this.
 
If this has been deemed as an out of warranty repair, we are unable to change this outcome. 
 
We’d love some comments about the experience you’ve had with us. Below our reply you’ll see a star rating section, along with a comments box; tap the number of stars you’d like to give, along with your own comments regarding if and how we could've done better, and then tap “Rate”.

If you need further support, or we’ve asked you to provide us with some more detail, please tap “Ask again” at the bottom of the screen. ^PB 

Despite evidence all over the internet contrary to this. see

https://youtu.be/nytG46EiRIk 

which I sent them. They just deny and copy & paste the same response. I will take the advice of the apprentice and return for investigation & repair. Just need to see ifI have a backup phone.
 

[TheDemonBarber]

shocking! jest shocking1.

[TheDemonBarber]

The irony of this is that Samsung deny there is a problem, despite report all over the internet and YouTube, while they send me emails saying I have member kudos for the amount of responses. 'Nothing to see here' in their eyes

[SID59]

Same issue. I have sent legal notice to them.

[pissedoffpatty]

I have just had the same experience with samsungMy  z fold 3 phone has been sent off for repair as the folding screen started lifting and stopped working on one side ive been told this will cost me £500 to fix as it was my falt, I disagree  profusely,  I am getting past from pillar to post between samsung and the company dealing with my phone, ive had enough, if samsung don't deal with the repair of my phone through warranty I will be going to trading standards and leaving bad reviews on every Web site that sell samsung products, I will not be made out to be a liar, it seems quite a few people are having this problem with samsung wriggling out of fixing tech that develope a fault, under the excuse of finding the owners responsible,  this is a disgusting way to treat your customers. So basically don't get your samsung items out of the box to use as if you get the minute of scratches or blemish this will render your device warranty null and void, so to be on the safe side don't use your device just in case.