Samsung galaxy z fold 5 screen damaged automatically

[Darshak bhatt]

 I am writing to express my extreme dissatisfaction with my recent purchase of the Samsung Galaxy Z Fold 5, which I bought on March 3rd, 2024. Regrettably, the device has developed a significant issue wherein the screen has started blinking intermittently on its own.

As a loyal Samsung customer, I was excited to invest in the Galaxy Z Fold 5, despite its premium price point of 1.5 Lakhs. However, the unexpected malfunction of the device has left me deeply disappointed. I rely on my smartphone for both personal and professional use, and the current state of the device significantly hinders its functionality.

Given the substantial investment I made in purchasing the Samsung Galaxy Z Fold 5, I expect a high level of quality and reliability. However, the occurrence of this issue within such a short period after purchase indicates a potential manufacturing defect or quality control issue.

I kindly request that Samsung Customer Service promptly address this matter by providing a solution to rectify the problem with my device. Whether through replacement, or refund

, I seek a resolution that restores the functionality and reliability of the Samsung Galaxy Z Fold 5.

Please advise on the next steps to initiate the resolution process and ensure that my concerns are addressed in a timely manner. I appreciate your attention to this matter and look forward to your prompt response.

Thank you for your assistance.

[KholaI · Accepted solution]

Hey @Darshak bhatt 

A little sad to hear about your experience with the Fold5. From the video you've provided, it seems as though there's an issue with the hardware though I can't fully confirm if this is the case without an inspection.

I'm presuming this was purchased outside of the UK, from the mention of lakhs, and so in this case I'd advise reaching out to Samsung Support in your region for further support on this matter.

[Members_3LLNbYN]

I have the same issue with a purchase off Amazon April 24 in the UK, what do I do to get it replaced?

[AntS]

Hi @Members_3LLNbYN , Samsung only offer a repair-based warranty. Your retailer may have different options though, so may be worth getting in touch with them too.

If you wish to go through Samsung, then: https://www.samsung.com/uk/support/repair/ and follow the steps for ‘Mobile Devices > Smartphones’ (etc.) for troubleshooting and booking a repair; or https://www.samsung.com/uk/support/contact/ ‘Mobile Devices > Smartphones’ for contact options if you wish to speak to the Technical Support team.

[LauraH81]

I had the same problem on the inner screen, plus some dead and stuck pixels, the outer screen was okay.

I purchased my Z Fold 5 from EE and when I contacted their customer service team they initially forced me to contact Samsung, even though my contract is with them and the device is still under warranty. I did contact Samsung who advised the repair could take up to 3 weeks, whereas EE could do this within a few days, so rather than going to EE customer services again I booked the repair on their website.

When contacting both Samsung and EE they made me feel like it was my fault the device was faulty and told me if there was any damage to the device they would charge me for the repair which would have been over £500. They both discouraged me from claiming a warranty repair and kept insisting I had damaged it and that I would most likely be charged.

When I did go to an EE store for repair the colleague did not discuss any signs of damage, there was a minor scratch on the outer screen due to wear and tear, which doesn't void the warranty, and would not have caused any of the problems on the inner screen. I made the colleague aware of the scratch, however it was not mentioned in the repair report.

Instead, he stated my device was damaged, that it had been dropped, there was a crack in the casing, and the charger port had been damaged and was scratched. None of this was true but I didn't realise he had entered this on the report until I was home as when he had me sign the Ts & Cs he only showed me one page of the document, the details he had added were on the other side of the sheet of paper. When he gave me my copy he folded it so the side with the Ts & Cs was visible.

He tried to cheat me out of receiving a repair under warranty by stating I had damaged the device. I contacted the store manager to complain about this and she confirmed everything he had done was wrong, he also breached GDPR, but that's another story! Eventually, my device was repaired under warranty, which included a screen and battery replacement. The report I received from the technician confirmed the screen did have a manufacturing fault.

Whoever you decide to go to for a repair please check everything they state on the report, and if they only give you 1 sheet of paper make sure to check the other side of it. I feel like EE and Samsung tried to make me feel I wasn't entitled to a warranty repair, the EE colleague actively tried to stop me from receiving a warranty repair on a device that had a manufacturer's fault.

Just an FYI the warranty on the Fold 5 is for 2 years, and to keep the device under warranty you must go to a Samsung registered repairer.

Sorry for the long post, I just want to let people know how difficult retailers and manufacturers make it to have your device repaired under warranty. Hopefully sharing my experience will show people the tricks these companies use to get out of fulfilling the warranty they provide. And if that helps someone to receive the warranty repair they are entitled to, it makes my experience worthwhile. I really hope you can have your device repaired soon!

[Luisthelocksguy]

Sorry to know that... I have the fold 5 and it get replaced 5 times with the warranty in less than 1 year after purchasing... the problem is that my warranty ended and I got a new phone less than 2 months ago and is giving issues again... I called yesterday to costumer service and bording the ridiculous....the solution they gave me is pay this fold 5 at full and get a new device from other brand later.... crazy.... I am so disappointed, what it seems to be a cool gadget and tool for my work and personal now is a nightmare re starting every 5 minutes if is charging and every 10 to 15 when is disconnected.... the 4 other times samsung replaced my device was because of screen issues

[aurelisa19]

I am a faithful customer of Samsung for a decade.  I have set my eyes on FOLD when it first launched.  But i waited patiently for all the issues to be iron out and I bought FOLD 3 when it first launched.  It was working fine till 1 month after expiry, the phone couldn't connect to WIFI.  When I brought down to service center, the repair would cost me S$600 which I eventually took the decision not to repair.  

I probably thought it was just an unlucky encounter.  When Fold 5 was launched, I bought it and this time round i didn't take any chances.  I bought Samsung care for the extended warranty.  The front screen suddenly blanked out after 10 months of usage (i.e. June 2024).  I didn't drop the phone and it was in a durable case with anti-shock casing.  Samsung replaced the front screen.  

I can't believe this problem happened again yesterday!!!  I didn't even drop it.  The front screen blacked out again!  HOW MANY TIMES do i need to go through this?  The hassle of repairs, re-installing all my apps etc.

I have lost confidence in Samsung and I won't be buying Samsung phones anymore again.