Outer Screen replacement for Z fold 4...

[Ubaied93]

ive been using my z fold 4 for almost 4 months now...so far everything's great... apart from my main outer screen. For whatever reason, never dropped, never mix with other item in my pocket where the phone reside, the screen scratch like hell. Its not one of those normal hairline scratch, its one with deeper grooves like it almost shatter. The inner display is fine no issue.

Since there is no warranty on screen damage, i went to samsung centre here in plaza lowyat, kuala lumpur. I ask them how much they would charge just replacing the outer screen + labour. The representive dint answer my question but instead recommend me to subscribe to Samsung Care+ plan for 1 year instead (covering accidental damage and water damage) for RM 829. He kept advertising me how amazing the plan is until i ask him so if i pay this amount, will you change the screen away ? he said no, there also be an excess fee needed to pay, which for Fold 4, the amount is RM 629.

I was shocked with the amount that i need to pay for the samsung care+. I argued with him, that i already have paid RM 829, for the subscription, because you told me i will get covered, then why the h*ll i need to pay another RM 629? and what is this excess fees? samsung cannot answer me, but they simply keep replying ( its samsung standard procedure ). Dislike with the answer he gave me, i went ahead tried live chat ( phone call no pickup ). The live chat also told me the same thing.

Lastly, i simply tell the live chat representitive ( forget the samsung care plus ). HOW MUCH DO I NEED TO PAY IF JUST CHANGE THE SCREEN AND LABOUR ?. The live chat says ( the screen alone is RM 626, as for the labour, she doesnt know. She told me to go back to the centre and ask me how much is the labour charge. I went ahead instead digging the SAMSUNG MALAYSIA website and found out the full price list of all spareparts, and the labour is around RM 60-85 ( i hope so ).

If this pricing is true, then whats the point of the Samsung care+ ? ( if you buying the 1 year plan instead of 2 year which extends the warranty ). Is samsung trying to scam people ? The device itself is great, its just the service here i dont know, feels lackluster, plus with both their livechat and their centre people, no knowledge staff that keep say not sure, i dont know, need to check etc and that scummy 1 year samsung care+ plan.

[WinnieC]

Sorry to hear that your 4 months old Fold 4.

To be honest, to every phone manufacturer (or other company), once a device sold and handed over to the customer, the responsibility is the customer itself. They won’t take any responsibility after that, whether if there is a scratch or damages which is not done by the customer. This is the part where ‘terms and condition’ play the winning point to them.

For warranty and Samsung Care+ is another part of thing. Before we buy something, their marketing and promotion will be always attractive. They will tell you that the device will cover everything for free but they won’t mention about details as in what they don’t really cover. So when something happen, they will tell you that ‘sorry, your issue is not part of the thing cover from our terms’. And when you dig through their ‘terms and condition’ then you can find it. So, this is another part where where ‘terms and condition’ play the winning point. I remember there’s a case from this community stated his/ her phone tried to claim warranty for water damage, but end up failed to do so because the device is actually hit by coffee which is not cover from the warranty terms.

This kind of thing happen almost every where and not just Samsung itself. Big company always play safe for sure. So as a customer, we should always read everything first before we buy something because that is our responsibility. Once the thing sold, story will be different.

I won’t blame Samsung for this.

BUT…

No offense, but this is true. Their support team is totally one of the worst. I always said, their customer support team knowledge is way too far from the latest news about the product. What I can see is their team lack of knowledge base. Once a staff join, they never take the responsibility to train them and just let them go onboard. I do experience it myself. To me, I really thought our government customer support is the worst but I found out it is actually no. Some of the government support team is actually more responsible and smart compare to their support team (you can try out yourself). No idea how many of their support team member is actually professional and responsible (maybe 1 out of 10?). Lol.

For your case, I really hope that your issue manage to sort it out because is a bit sad to see a newly device got problem with the scratches. As you know Fold4 is not a cheap device.

[Ubaied93]

Well the thing is, i wasnt trying to claim warranty. I want to pay for the repairs, but it seems like they dont want allow for repair? They wanted to push you the scummy samsung care+ instead. I really dont care about the samsung care+, i just want them replace my screen and i pay for the screen and labour. That's all..

And yeah i was expecting atleast like a super vip service for using their flagship phone but no..

[PaulLeong98PAMB113]

This cases they need to pay for their labor maintenance even now I work at Ipoh Focus computer. I have a customer who buy the High end machine at others shop at MYTEC just recovery Windows Preload Environment with ASUS OEM Image. He need to paid 120 for Windows no office and others license software installation