Original topic:

ZFold 4 Screen Warranty

(Topic created on: 01-31-2024 11:58 AM)
157 Views
Smallen26
Beginner Level 4
Options
Galaxy Z
Hi everyone,

Im wondering if anyone has had the same experience as me in regard to their Samsung foldable and what they did next.

My ZFold4 screen protector started to peel away from the crease and about a day later a black line, almost perfectly straight down the hinge formed. This then stopped the touch screen from working, picture worked but no touch. I then decided to get in contact through the online portal for a fix. One i was expecting to be quick and easy as the customer service representative said it was a 72 hour turn over time.

After a week i had heard nothing so requested a call back. My situation was then "escalated" and again a week later nothing. I e-mailed and finally got a reference number and another week later was finally contacted by the outsourced service centre.

I received a text message from the repair company, Geek Republic, stating that my device will not be covered under warranty due to damage on the hinge and it will require a staggering $820 for repairs.

I promptly responded to their message, expressing my concerns and seeking clarification. Mainly about the screen protector peeling away causing the damage and how the "damage" on the hinge is clearly minor.

All they have provided in response is two photos of my phone and the same generic message from them outlining the problem and the cost for repair about 5 times. No actual contact from them. The fact this repair shop has only 3 google reviews, all of which are 1 star, does not surprise me.

I have now asked for them to return the device as I believe their assessment to be completely unreasonable. Hopefully it doesn't take another 2 weeks to return to me.

If anyone has had a similar experience and is able to point me in the right direction, that would be greatly appreciated.

Thanks,
Sam
6 Comments
blunderbuss89
Active Level 6
Galaxy Z
If there's damage on the hinge and also issues on the protector, samsung won't do part repairs. In fact no decent tech should do part repairs. You can always request to speak to your case manager to discuss options moving forward, you may even get a discounted repair. You just need to ring Customer Support and ask to speak to your case manager and provide them with your Service number.
NLEE
Active Level 1
Galaxy Z
I have an issue with my device not opening as it was prior. The screen protector started lifting as a result.
When the same device was two months old, I opened it, and there was a cracking sound and a black line 1cm wide down the centre. Samsung said it was customer-induced damage and would charge me to repair it, but as a kind gesture, they didn't charge me.

I would report this to the ACCC, as did I.
This is an ongoing problem, and the more these issues get reported, the more evidence there is to make a case.


Smallen26
Beginner Level 4
Galaxy Z
Thank you.
It's really not good enough. I am going to try going into a samsung store and discussing my concerns there but I will definitely do this if nothing comes of it.
0 Likes
louiereyes
Active Level 3
Galaxy Z
Never accept their repair assessment. It is always unreasonable. I had my wife's Flip4 replaced 3x all under warranty with a similar issue. Always dispute the cost and point out that as a customer why would you break an expensive phone? It does not make sense.

Luckily, my Fold4 never had issues, but I have been thinking of replacing this phone. It is a shame because this phone works well for me, especially when it comes to work.
Icelite
Active Level 6
Galaxy Z
I had the same response that there was hinge damage and that's why my fold 4 wasn't opening flat.
Put it in for repair got an $820 quote. Told them to return the phone as I only had $900 in device repayments left. So it wasn't worth repairing it they then turned around said they would contact Samsung on my behalf and got approval for the repair.
Of course the plastic bits that were coming out of the hinge that looked like some kind of seal.
Rang back 2 hours later to say they had approval to repair it under warranty.
Maybe they should design a cover that protects the hinge.
Might look at LG if they get their flex screen working.
fishonut
Active Level 1
Galaxy Z
We had the same problem with the screen and it went completely blank, so I just threw it out and then I purchased a GALAXY S22, so I'm very pissed off about the screen, the more you open the phone the sooner it cracks. I didn't bother with the warranty because I have already had issues with Samsung saying that the damage is my fault on an S9 ,it got moisture in the charging slot yet the phone had never been near water, another problem with the Z4 was that the glass back cracked when I was using a wireless charger
0 Likes