Samsung denied man's Flip 4 warranty repair. I find out more

[bluezombiehead]

There has been a case where a man claims Samsung rejected his warranty repair of his Z Flip 4 because it was not in 'prestige condition'. For context, he went to Samsung for repair as his screen is damaged. He was then quoted a fee of $433, which he declined, and was furious about it, saying that the phones needed to be in tip top condition which Samsung can then repair under warranty. But is this really Samsung's fault? I went to investigate.

Damaged screen

Under the Samsung warranty information, in their Warranty Policy, this was what I found: 

From https://www.samsung.com/sg/support/warranty/ :

"Limitations and Exclusions

Notwithstanding that the Product is within the Warranty Period, this warranty shall be invalidated and rendered void upon the following:

The Product serial number, IMEI number or warranty seal has been removed, erased, defaced, altered, tampered or is illegible; or

The Product shows evidence of commercial use; impact, shock; accident; fire, flood, earthquake, lightning or other acts of nature; sand, liquid or food damage; exposure to extreme thermal or environmental conditions beyond product specifications or a rapid change in such conditions; electrostatic discharge; battery or chemical corrosion; abuse, mishandling, improper installation, operation or maintenance, use of wrong electrical supply or voltage; damage during shipment to / from Samsung authorised service centre; damage caused by installation of any software, programs or applications, or use of any accessories, consumable items or peripheral equipment not provided or approved by Samsung for use with the Product; improper alteration, modification, adjustment, tampering; replacement of parts with parts not provided or approved by Samsung; or dismantling, opening, service or repair performed other than by Samsung authorised service centre; or any other use contrary to the product manual. "

In this case, the man's Flip 4 hinge has damages on it, leading me to think that an exposed hinge will let dirt and dust to enter, thus damaging the screen. The hinge part itself may also have damaged the screen.

So yes, Samsung denying a warranty repair of his Flip 4 is nothing wrong.

Bent hinge

This post was created not to shame, but to educate users on the warranty and its policy. It is very important to read the fine prints.

[JP19]

Yes, if it's screen manufacturer defect, the damage should only be limited to the crease area. Seeing the photo above, it's likely that the device has been dropped before.

[Anakiki]

I'm literally having the same issue and my phone has never been dropped or suffered any impact of any kind! 

[bqgc]

So when screen is not.a defect by samsung then I need to get a new screen for accidental drip..:(

[JP19]

Yes.. the warranty only covers manufacturer defects such as screen discolouration, screen blackout and other defects that are not self-inflicted.

[Anakiki]

I'm literally having the same issue and my phone has never been dropped or suffered any impact of any kind!  A black line appeared in the middle just like the picture above and then proceeded to spread all over the screen. The only thing I did was flip open my phone, literally! Phone was not dropped, phone suffered no impact of any kind! 

[bqgc]

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