Hi everyone, Just a quick update on my Galaxy Fold situation: The phone originally wouldn’t open fully flat, which Samsung repaired. After repair, it now won’t close fully and has a visible gap. Samsung support says this is “within range” and won’t offer replacement or refund. I’ve escalated the issue to Samsung’s executive relations team and filed a formal complaint with Ontario’s Consumer Protection Authority. I have documented all communication, repair records, photos, and even recorded calls with Samsung reps. If anyone else is dealing with similar issues or has advice on getting Samsung to properly resolve this, I’d appreciate hearing from you.
We’re sorry to hear you’re still experiencing issues after the repair. We kindly request you to please share your current ticket number and any previous case IDs so we can review the matter further?
Thanks for responding. I have already provided my ticket number and case IDs to Samsung Support, Technical Team, and Executive Relations on multiple occasions, including during my most recent calls. For reference, here they are again:
The phone was sent in because it would not open fully flat. After the repair, while it now opens flat, it no longer closes fully and has a visible gap that was not there before.
This is my second major hinge issue in just 18 days of ownership, and so far Samsung has stated this is “within range” and refused a replacement or refund. I’ve escalated this to your Executive Relations department and Ontario Consumer Protection, but I still have no resolution.
At this stage, I would appreciate a concrete solution rather than further review. I purchased a premium device and expect it to function as intended.
