recently i faced an issue where my zflip5 inner/main screen stopped working.the screen was fine at first but then the touch stopped working. then the screen went completely blank. i was able to use the phone thanks to the outer screen.
so regarding this issue i went to samsung service center in my place, there i went and told them the issue that i was facing and asked them to change the screen.
the technician then took my phone for examination and came back saying that they cannot replace the screen.I was like why? then the tech proceeded to tell me that because my phone has dent( from falling) on the outer hinge portion , the phone cannot be repaired. i was like what 'are you for real'. and i told her that i dont understand why the dent on the hinge ,hinders my phone repair?
then she proceed to tell me that they have special tool blah blah blah,it cannot so the work.. i was so disappointed and frustrated with the reply. then i sent my phone to be repaired at an external shop and they changed the screen together with the casing without a problem. this is my rant. im personally very disappointed with the service team at samsung. totally useless and they dont know what they are talking about.
Thank you for sharing your experience — and honestly, your frustration is completely valid. You're not alone in facing this kind of situation with Samsung service centers, especially with foldable phones like the Z Flip5, which have more complicated designs and repair protocols.
🔧 What Likely Happened (Behind the Scenes)
Samsung authorized service centers are required to follow strict guidelines — even if a dent or cr*ck seems unrelated to the issue. This is often due to:
Liability concerns: They don’t want to risk damaging the device further during repair if there's any external physical damage.
Tool calibration: Their "special tools" are often set for perfectly aligned/undamaged hinges or frames. A dent might prevent those jigs from working correctly.
Warranty void triggers: Even if your issue isn't caused by the dent, any sign of drop damage usually voids Samsung's repair policy, even paid repairs in some regions.
Unfortunately, they often don’t explain this well, which adds to the frustration.
Why It Feels Unfair
You weren't asking for a free fix — you just wanted the screen replaced and were willing to pay for it. But they refused because of a small dent in a different area. That's bad customer service, especially when:
The phone was otherwise usable
A third-party shop fixed it without issue
You were clear about the issue and just wanted it resolved
Samsung service centers should have offered at least:
A paid repair with full casing replacement, like what the external shop did
Or clearly stated: “We can't guarantee the result unless the hinge is replaced too”
Instead, you got vague explanations like "our tools can't do the work."
For Others Reading This:
If you're facing the Z Flip 5 inner screen not working, and Samsung refuses repair due to minor outer damage:
External repair shops (with a good reputation) can often help — especially for out-of-warranty devices
Be aware this might void remaining warranty or trade-in value
Always back up your data before repair
Final Thoughts:
Your disappointment is totally justified. For a premium device like the Z Flip 5, premium support is expected — not excuses. Thanks for sharing your story. It might help others make informed decisions when dealing with Samsung service or considering foldables in the future.
Rest assured, we heard your enquiries. This is moderator from Samsung Community. We would love to assist you further, please check your private message.
