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Z fold 4 screen broken

(Topic created on: 17-02-2023 05:06 PM)
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AK
Explorer
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Hi, my z fold 4 inner screen cracked last night, just 6 weeks after having the phone.

I heard a Crack sound while folding the phone and found out that black line along the hinge line.

Have any one experienced such a thing? 

Is it covered under basic warranty ? 

Thanks 

2 Solutions


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Solution
HolmPC
Explorer
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I've sent mine off for warranty repair and am waiting to find out if they'll accept it as a warranty case. There's no reason they shouldn't, no marks on it, always been in a case, immaculate condition. If they don't the least I will do is find as many reviews/forum posts/youtube channels as I can and shout about it, never buy another Samsung product, tell all my customers (I run an IT support business) about it and advise them against Samsung, blog about it, and try to complain to the ombudsman. I will also consider writing to Which? in the UK and if enough of us do that I'd hope they'd have to take it seriously. I'm not optimistic, but have to feel like I'm doing something rather than bending over and letting Samsung...

They can't be allowed to get away with selling such a high priced piece of cr@p and then ignoring customer complaints. Not without a fight.

In the US we could start a class action against them, but I have no idea what powers we have in the UK. Any suggestions welcome.

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Solution
HolmPC
Explorer
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I guess someone needs to collect details of everyone they can find on the internet who has suffered this screen cracking issue, as there's strength in numbers and they can't ignore us all shouting at once.

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104 REPLIES 104
TessM
Mastermind
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Hi @AK  ,

 

that is unfortunate! Would you be able to share a photo of the phone screen here?

 

Your phone will be covered under warranty for 24-months from the purchase date as long as its not found any accidental damage, liquid ingress or signs of rooting. 

robd1
Voyager
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I've been dreading this since I took the plunge in September last year for the Z Fold 4. I became reluctant to open the phone as it just didn't feel safe/secure/reliable every time I opened it. It became so difficult that I just about stopped using the inner screen.
Thus, I decided at the last moment yesterday to bite the bullet and take the hit and part ex it for the new S23 Ultra. I was lucky to get an additional discount code which made the cost bearable.
Already I'm beginning to feel I've made the right move and it's not being delivered until tomorrow.
Obsydian
Samsung Members Star ★
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Yes sadly after issues with my fold3, jumped to the fold4, sadly allot of time is spent worrying if this happens.
Regards Obsydian - (Car & Tech Evangelist)

MY DEVICES: ZFold4, Watch6 Classic, Book2 Pro i5 5G [Laptop], Buds Pro2, M70A 32 & 43”; [Monitor], Smart Tags, Dell Inspiron G5 [Laptop] / FAMILY DEVICES: ZFlip3, ZFlip4, ZFlip5, Watch6 Classic, S8 Ultra; S7+ [Tablet],  Buds Pro, iPhone 12, iPad Air 2, Air tags, iPad Mini 5, iPad Pro 12.9 GEN2 [Tablets] / HOME DEVICES: QN95A [TV], Q900A / SWA900S [Soundbar, Rears], MC28M6075 and MC32K7055 [Microwave], Jet 75 Complete (Vacuum), Samsung Level [Speaker]
AK
Explorer
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IMG-20230217-WA0009.jpg

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AK
Explorer
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Pa5cal
First Poster
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How much did you have to add for the trade in for the S23 Ultra? I'm strongly considering that because I woke up this morning and my S Pen no longer works on my inner screen.
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robd1
Voyager
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Hello @Pa5cal, I had the full trade in allowance on the last day of Pre Registration and the double 512mb option at 256mb price. Also, I had a discount code from a previous device (non phone). I don't know what the current trade in offers are. You can go on the Samsung site and work through the options, including payment choices. Just cancel it before you enter any personal details.
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lexibaby89
First Poster
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Yes, I sure have. I first owned the z fold 2 with no such issues, then got the z fold 3 when it was released also with zero issues and then I upgraded to the z fold 4. This is now my second one and both the last one AND this one did the EXACT same thing...I was opening the phone and heard a crack BOTH times and now there is the black line down the center and the inside screen is completely unusable! Also, both times it happened within the first month of owning the phone! It's such a shame because I REALLY love the phone but insurance will only cover so many replacements and I'm afraid it will just keep happening so I'm going to get the S23 Ultra instead. To answer your question regarding the Samsung warranty, yes they will cover it as long as there is no signs of accidental or water damage caused by you, however, when I called Samsung to find out how the warranty works I was told I would have to send them my phone (they said expect approx 4-5 days for them to receive it), then they will look over the phone to determine whether it was a manufacturer defect or not (they said expect UP TO 2 WEEKS FOR THIS), then if they decide its a manufacturer defect they will send a replacement (will take another approx 4-5 days to get it in the mail)! So in total it may take almost an ENTIRE MONTH that you will be without your phone! So unless youre lucky enough to have another phone you can use that works with your service provider, expect to have no phone for that long! I was shocked when they told me that is the ONLY way they can process warranty claims at this time. I don't understand how they don't have a better system than that, it's insane. I use my phone for work etc. and most definitely cannot afford to be without a phone for that long so the first time the crack happened I just used my Best Buy Total Tech insurance to replace it instead (I swear Samsung does their warranty exchanges that way knowing good and well that most people cannot afford to be without their phone for that long and they hope that you'll get it replaced another way, just my opinion but it's very difficult for me to believe there's not a better and faster way of doing the exchange.) Anyways, I'm sorry to hear you're also experiencing this extremely frustrating issue and I hope if you haven't already gotten it taken care of that this helps! Best of luck!

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AK
Explorer
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Thank you for your support, actually I took it to the  authorized service  center and they said it is a Crack and not covered under warranty as per Samsung policy, I reached Samsung KSA and they replied the same, am trying to figure out my next step now 

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