Z Fold 4 service through evollis

[dacevedo]

I sent my Z-fold 4 for service 2 weeks ago since the phone stopped working properly (would crash and turn off upon opening the phone to see the main screen), it has been very hard to solve the problem as most of the process goes only through automated channels.... I have the phone through the lease option with full protection plan.  I tried reaching Evollis (lease company) directly but their phone is now disconnected and they don't response to several emails I have sent.  The contract said to send the phone directly to Samsung, which I did, a third party company (Dynalogic) picked up the phone and now wants to charge me for the repair (705eur) because it was not sent by Evollis or Protection Plan (third company that provides the insurance) and they claim that the screen is broken, even though it is not although there is cosmetic scratches from the phone falling once over a month before the problem appeared.  The phone was obtained directly through the Samsung website but somehow I can't get any response from Samsung, Evollis or Dynalogic on my problem.  Can someone please help me?  

[MartijnK]

Hi @dacevedo, good afternoon.

What's the number of your repair order? When the repair isn't registered with Evolis and the Protection Plan you will receive quote for the repair. 

Kind regards,

Martijn

[dacevedo]

the repair order is 4268360182... it has been in process for 2 weeks already but I get conflicting information from Protection Plan and Dynafix so I'm not sure if the problem is getting resolved.  It's a shame that the process is so complex.  When I purchased I had expected that the phone could have an issue being that foldables are new technology and that's why I went with a purchase direct from Samsung including the insurance and leasing option but didn't imagine that the process would be so difficult and the companies involved would just point fingers at each other while the leasing company won't even answer

[MartijnK]

What do you mean with conflicting information? When you've bought your phone with a lease and you need the insurance of this you first need to inform them so the can put this through. When your phone is picked-up(with the insurance) you will pay a risk fee as mentioned in the protection plan.

Kind regards,

Martijn

[MartijnK]

What is the number of your Evolis contract and what is the number of your insurance. We can't adjust the service request and the only way to resolve this is to ask your phone back with out a repair, this will cost you €37.-

We will reach out to Evolis, with your information and aske them to register a repair for this.

Kind regards,

Martijn

[dacevedo]

The contract I got from Evollis states that I need to inform and send the phone to Samsung in case of defect or damage which I did since the issue seemed to be a defect and not because of an accident that happened several weeks before.   

Both the phone to contact the support center and the email that are in the contract are no longer in service and I had to dig through other parts of the contract to find the 'insurance' service number after having it already sent to Samsung directly (which is actually Dynafix),  I asked on the phone and to the pickup driver if this was the right procedure as the phone was a lease phone with a full coverage insurance and I was told it was.  

None of the screens are broken and the problem seems to be because of the opening mechanism of the phone... the repair service claims that the phone doesn't start which is not true, it was even on when it was picked up. Dynafix is charging me to either repair the phone or send it back to me so that they can pick it up again at my house after sending it to me with a different repair number.    The insurance service sent me an email saying that they contacted Dynafix and the phone would be fixed but there's no estimate on when it will be returned and today I got a visit from someone at my house to pick up the phone they already have! This is what I mean with conflicting information.  

It's a shame, I had the original galaxy phone and a few other Samsung's phone after before switching to Pixel phones for a while... I switched back because of the Z Fold 4 and was really happy with it but the lack of clear communication and fast and good service and accountability has me disappointed!

[dacevedo]

I prefer no to give the contract numbers on a public forum as I don't know if these could be used in a bad way.   Please feel free to call me or email me (let me know if you can see my details) so that I can provide it directly. 

[MartijnK]

When did you receive the e-mail from the insurance service? You can also send me these in a DM (https://bit.ly/3BoC5B0)

Kind regards,

Martijn