Original topic:

Complaint Regarding Samsung Warranty Discrepancy

(Topic created on: 02-07-2024 06:02 PM)
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Good2know
Beginner Level 4
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Galaxy Z

I am writing to express my dissatisfaction with the handling of my warranty claim for my Samsung Z FLIP5, purchased on August 25, 2023, with Samsung Care Plus for 1 year of swap replacement coverage in case of damage. I visited the Samsung support store at Westfield Liverpool with concerns about a line appearing at the crease of the device, and I have attached the relevant invoice and receipt for your reference.

Upon inspection, your technicians alleged that the device had been tampered with, thus rendering it ineligible for warranty coverage. I must emphasize that the device is brand new and has not been tampered with or subjected to any damage. There are no signs of tampering or scratches on the device whatsoever.

Despite my protests and requests for a second opinion or escalation to your customer relations department, I was met with resistance. Your representatives insisted on adhering to the initial assessment, citing company policy. However, when pressed for further inspection or a second opinion, the story seemed to change, with a sudden claim of drop damage being the reason for voiding the warranty.

I find this inconsistency and lack of transparency deeply concerning and unacceptable. Furthermore, the suggestion to replace the screen at a cost of $485 or opt for a refurbished device at a cost of $229 is unreasonable given the circumstances. The device is in pristine condition, with no scratches or cracks, and your assertion that the flip phone screen does not break and instead bleeds is dubious at best.

I endup putting a request to Samsung Care Plus awaiting to be replaced by refurbished! Phone..thus unfair for a big company like ur where you dishoner your warrenty ..I have launched ACCC 682 686 as a consumer I feel like the company is missleading the customer and enforcing damage or tampering qoutes in there report to void the warranty. 

Check the issue with white line right at the crese also the technician claim the damage at the p clip at the crere and not caused by flow in design from normal open and close and probably cause by fall where there is no broken or scratche at all so it my word against theres ...consumer has no right at all with company and we are at ur mercy!!

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7 Comments
Icelite
Active Level 6
Galaxy Z
Throw consumer law at them that's not done by drop damage.
Only time I've seen these lines is usually when the screen has issues.
Did you take photos of the whole phone before you sent it to them so you have evidence of condition. Every corner and edge. File a complaint with telecommunications ombudsman or ACCC.
Good2know
Beginner Level 4
Galaxy Z

Yes I do have picture evidence of no scratches, no tampering and no physical damage ..its the screen giving up at crese edge where the phone normally close...I believe it's a design flow which was very common in previous release and this latest version of the flip supposedly resolved it 

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Icelite
Active Level 6
Galaxy Z
Yeah it's all down to quality control.
But send them pictures of your evidence and say that the damage must have occurred while in their possession
NLEE
Active Level 1
Galaxy Z
I'm going through the same for the 2nd time on the same device.
I wonder who is pocketing the money.
On my Samsung Account page, the service centre has stated that my device has been repaired, BUT it was never sent in (lesson learnt the first time)
It still has a major fault, and I reported this to the ACCC.
Samsung says they are following the service centre report advice, and the service centre says that Samsung makes the final decision and their advice is just that, advice.
Unfortunately, There are many cases like this.

I took this off the website.
'While folding and unfolding a foldable device, the two FPBs (Flexible printed circuit boards) located inside the hinge part move mechanically making an irregular sound depending on the usage environment Thus, the device is not defective. The folding and unfolding of the foldable device have passed internal test standards so there's no problem with the durability and product performance.'
'Galaxy Z Fold4 & Z Flip4 can be folded over 200,000 times while maintaining durability and strength.
Galaxy Fold4 and the Galaxy Z Flip4 
 * The lifespan depends on how users will utilise their devices. 
 * However, it has been proven that the Galaxy Z Fold4 & Z Flip4 can withstand over 200,000 folds before failing.

Widow-Hunter
Active Level 7
Galaxy Z
Lawsuit time
blunderbuss89
Active Level 6
Galaxy Z
Have you spoken to your case manager? What was the outcome?

Also good luck with ACCC. For a regulatory body they sure *** a lot.
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Members_Lpyf10d
Beginner Level 2
Galaxy Z

Yes I have spoken to customers relations but they backed the technician report, and refused to have a 2nd technician to provide assessment...

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