Z Fold 4 Can't open fully

[AungThetOo]

As you all can see in the photo attached, my ZFold 4 is experiencing difficulty opening fully. I've taken the initiative to investigate by checking for dust or debris in the hinge, but unfortunately, haven't been able to find anything.

Have you heard of anyone else experiencing similar problems with this device?

[FrankGPani]

If you're lucky, some debris that got into the phone. If unlucky, a mechanical failure on the hinge. Either way you need to bring it into the Service Center. My Z Fold3 has been holding up well to date (keeping fingers crossed) although it opens almost but not completely 180 degrees flat... maybe it never did. All the best.

[JP19]

Hey FrankGPani, I think it never fully open before. 😅 Probably at 179.99°.

[AungThetOo]

Hope that below is my last email to Samsung. If Samsung seriously reject on the issue of their device. I will have no choice but to reevaluate my loyalty as a Samsung user.
(I have been an avid user of Samsung devices since the Galaxy S3, and I still recall the excitement I felt when I obtained the S4 on its launch day. The S4 offered a plethora of outstanding features that brought me immense joy.)

Case: Internal screen was unable to open fully 180 degrees
Service Order No : xxxxxxxxxxxxxx
NOTE : Please review the email history below to understand the issue.

As per the email chain below and the advice provided by a Samsung customer care officer (via email + Phone), I made an appointment at the Samsung Westgate service center on May 16th, 2023, to have my device evaluated once again.

During the evaluation, the customer care technician acknowledged the presence of a small, minor scratch on the top of the device and assured me that they would escalate the issue to obtain warranty approval from Samsung.

To my surprise and disappointment, when the technician prepared the service order, an additional handwritten note documenting the scratch on top of the hinge was included. 

However, upon receiving the service order via email, I was shocked to discover that the handwritten note was inexplicably missing, and the issue was reported as "L7 Physical Damage."
This situation raises serious doubts about the ethical responsibility of Samsung. It appears that Samsung is attempting to evade acknowledging any malfunctioning of the device by falsely attributing the issue to wear and tear cosmetics. Furthermore, Samsung is taking advantage of this situation by charging the customer and insisting that the fault lies with the user, which clearly violates the terms of the warranty.
I cannot stress enough the urgency and importance of reviewing my case thoroughly. I strongly urge you, as a Samsung customer service officer, to personally examine my device. By doing so, you will witness firsthand how minuscule the scratch in question is and how unlikely it is to have any impact on the malfunction issue at hand. It is imperative for Samsung to fulfill its commitment to customer satisfaction and rectify the device under warranty, effectively resolving the malfunction issue.
I implore you to take immediate action to address this matter and provide a fair resolution. Your intervention and understanding in this situation would greatly restore my faith in Samsung's commitment to its customers.
Thank you for your attention and prompt action. I eagerly await your response and a favorable resolution to this pressing issue.

[AungThetOo]

Well...time to think twice before buying Samsung Fold...
I did learn the hard lesson from Samsung.

http://www.businesskorea.co.kr/news/articleView.html?idxno=113610

https://www.patentlyapple.com/2023/04/samsung-is-trying-to-keep-their-foldable-smartphone-hinge-issu...


https://www.samnews24.com/2023/04/27/samsung-foldable-phones-facing-hinge-problem-once-again/

[FrankGPani]

Thanks for sharing your issue and the articles. From what I've read online, some are saying this problem is associated with the new hinge design introduced on Z Fold 4. Considering that I've not experienced this particular issue on my Z Fold 3 after more than 1.5 years of use, I'd tend to agree.
Here's a good explanation I've come across, and would also explain why Samsung technicians examine the phone very closely now for any (suspected) drops:
"Thanks to the oil, dust and dirt particles will accumulate within the inner hinge parts. The issues is the hinge design itself. It wears out over time because instead of gears the new hinge is only guided by metal stripes. Once the factory applied oil (it's enclosed within the hinge) dries up, there is a lot of friction to overcome during folding procedure. Hence it will get stuck over time. Pretty sure Samsung will return to a geared hinge design for the Fold 5/Flip 5, as there are lots of RMAs. Also a drop on the hinge is deadly now, as those metal bands bend very easily.(unlike gears that don't bend)"

Here's a good video highlighting the new hinge design changes: https://youtu.be/1C1XpwR55ZY?t=518

I remember when trying out the Z Fold 4 for the very first time, I was shocked how unnaturally stiff the hinge feels compared to the Z Fold 3. The above explains a lot why that's so. I'm so glad I didn't upgraded to Z Fold 4 then. My Z Fold 3 is chugging along but was not without issues (stuck pixels on main screen, dead front screen). To be fair, I do use it extensively and it was dropped a lot (within a case). I did manage to get everything fix within warranty period though, so props to Samsung.
I appreciate none of this solves your Z Fold 4 problem but hopefully sheds some light into the possible root cause. Samsung isn't the only phone manufacturer that passes the issue to their customers ( https://www.wired.com/2010/06/iphone-4-holding-it-wrong/ ). I've accepted that we're all guinea pigs for new cutting edge products. I'll definitely pay close attention to the hinge mechanism for future Z Fold models. Hence if Z Fold 5 adopts the same hinge as the Z Fold 4, it'll be a hard pass from me. Thanks again for sharing. Cheers.

[Adi_Kr]

I have exactly the same problem, my phone was never dropped and there is no way the issue of not opening flat could be caused by a physical damage. The phone is under warranty, but local Samsung service center refuses to repair it for free because of some minor rubbing they observed on the external part of the hinge. That makes them to claim the phone was dropped and damaged the hinge. And now they want to charge me almost 200$ for a repair!!

[AungThetOo]

The local Samsung service center demanded a fee of 600SGD, equivalent to US$450, for repairs. I did not agree to proceed with the repair.

Henceforth, I have decided to switch to a different brand. However, this transition will take some time as I have been using Samsung for all my personal daily communication devices, including my watch, mobile phone, tablet, earbuds, soundbar, and more.

Nonetheless, it is now time to bid farewell to a brand that fails to acknowledge its vulnerabilities.

[Samsung_uUmZFj6]

Your story sounds exactly like mine. SAMSUNGs customer service is a joke, and added they were at worst behavior. 

How can you rate a minute pocket Scratch as warranty void to a phone that's mere purpose is to open wide screen.

IRONY : SAMSUNG FOLD THAT DOESN’T FOLD

10 flagship phones, I bid my farewell Samsung. Better move to Apple, at least they respect and value their customers. 

[btbt]

Anyone has updated on this? My zfold4 is having same issue after a year. I dropped it sometime ago but it was operating normally. Doubt it's due to it.

[bhbeckett]

I am having the same issue.  It started two days ago.   And I KNOW it wasn't from dropping it.     It's never been dropped.   I used my phone, then put it in my pocket.  I was seated the entire time.  It is the same pocket I kept my Fold2 in, and my Notes 5, 8, and 10.  5 minutes later I used it again, and this time it wouldn't open all the way.  Definitely a manufacturer defect.   If Samsung was smart they would do a factory recall, excuse me....I mean, service campaign, and have them all serviced/replaced.  I guess that unless lives are at stake, it doesn't matter.  I have been saying to everyone, since I got my Fold2, that I would never go back to a smaller screen again, but now I might have to eat crow.   Does anyone know if the fold5 is better?