Hi Samsung community,

Is it normal for network companies or Samsung to refuse to repair phones that are still under warranty?

My Galaxy Z flip 5G screen stopped working around the fold of the phone, the top layer of the screen is good as new, but there is a black band across the middle of the screen, so it's unusable. It looks like many other people have had the same issue, or similar where the screen cracks,  but when we took it into EE, having sent it off they then said it can't be repaired under warranty because of some scuffs on the outer casing (the usual amount for a phone that goes in a bag most days for 4 months, and nothing on the screen itself). I know I haven't damaged the screen at all - it's clearly a recurring fault with the phone, so why won't they repair a 4-month old defective screen? How often does this happen? And why do they ignore the Consumer Rights Act 2015?

TIA 

Galaxy Z Flip5 #flip #screen