Original topic:

Galaxy Z Flip - refusal to repair

(Topic created on: 04-17-2024 09:15 PM)
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chopkins
Beginner Level 2
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Galaxy Z

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, but when we took it into EE, having sent it off they then said it can't be repaired under warranty because they then found 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? TIA

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6 Comments
nxmah
Active Level 7
Galaxy Z
I'm sorry to hear that but I can share a golden rule I always apply for everything , sadly warranty is valid if there is no scuffs or marks ( that's an excuse they use for avoiding warranty) or if you are "lucky" to have a very well known problem like a lot of units of screen with colours wrong or green tinted
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nxmah
Active Level 7
Galaxy Z
sadly if you read the whole warranty you will clearly read these light scuff or marks (everyone knows they didn't damage the phone) will void your warranty
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flipphonedefect
Beginner Level 2
Galaxy Z

Don't they realize that scuffs happen in a woman's purse where there is so much!  Obviously designed by a man.

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Galaxy Z
@chopkins Not sure what the warranty laws are in the UK, so you would be best to post this to the UK Samsung Members community.

https://www.samsung.com/uk/apps/samsung-members/
blunderbuss89
Active Level 6
Galaxy Z
Being covered by warranty means no part repairs so that yes, the black banding is covered but because there's extra damage that isn't covered, it won't be covered in full.
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flipphonedefect
Beginner Level 2
Galaxy Z

I have the same problem with my Flip4.  Mine was 5 months old.  Not covered by warranty or insurance.  Screen all black inside, though outside screen is fine showing charge availability and date.  I hear a noise every time I open it.  It was NOT cracked when I initially brought it for repair just black, but now I see a small crack which gets bigger every time I open it.  Samsung made a poor product and it is very costly to repair.  They won't admit it and do what is the ethical thing to do.  I wish someone would start a class action against them.  Each month I pay for this brick which can't be used since there is no display to read.  To make matters worse, I had a previous one stolen and though I had insurance, they would not pay because they told me that I had to send it back.....I couldn't as it was stolen! A police report had been filed and they traced where it went, but I was afraid to go to court and testify so I had to pay $1000 for the first flip4.  On the phone the service rep coerced me to give her my credit card.  It was truly extortion of a Senior.  Now I am at their mercy again.  I have had Samsung products for years.  This is probably my 6th or 7th phone with them.  

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