Samsung Galaxy Fold 4 Warranty Claim Denied: My Experience

What Happened?
I recently encountered a frustrating situation with my Samsung Galaxy Fold 4. The middle section of the inner screen suddenly cracked, leaving a large black line. To make matters worse, touch functionality stopped working.
Warranty Claim Rejected
I promptly took my phone to Samsung repair shop. However, Samsung rejected my warranty claim, citing “mechanical damage.” And they requested around 600 Euros to fix it!
▬ Contents of this video ▬▬▬▬▬▬▬▬▬▬
0:00 - Intro & summary
0:26- How normally I use the phone
1:34- How the damage happened
2:30- Demonstration of a similar damage on a plastic piece
6:13- After visiting Samsung repair shop
7:00- Engineering concepts which were not followed during design (reliability and maintainability)
8:00- How to replace the inner screen (no demonstarion)

[@Logilype]

I'm planning to buy a OnePlus 12, since I'm still on an LG G7 from 2018. What I like about the OnePlus 12 is also its repairability just like for my LG phone. I bought parts for my LG phone: screen with frame 60€ (aliexpress); battery for 15€ (not from aliexpress) etc etc. OnePlus 12 has a good repairability program and I believe OnePlus sells parts on their website.

[@makersfunduck]

Thanks for the recommendation. It looks promising. I will take a deeper look.

[@davenz000]

There are few companies you can trust in the world anymore. Take Samsung off that list.

[@makersfunduck]

I cant agree you more...

[@jumadhaheri]

Wow Samsung really 😮

[@nindoninshu]

just wanted to add that my mom got a z flip 4 last year and somehing similar happened to her in like the first week of getting it brand new and they were denying a replacement/refund

[@Al-xj2oo]

I work at a Samsung auth repair store and I can tell you that, that device you displayed is 100% manufacture defect and at my shop it would have been covered no questions asked. Tbh being a Samsung authorized repair shop is hell, Samsung doesn't want to repair your phone unless it's close to the price of just buying a new one.

[@makersfunduck]

Do you know if they keep a record of the phones in their database? like IMEI? Do you think trying another shop, or their courier service worth trying?

[@Al-xj2oo]

@@makersfunduck Auth repair dealers def have records that are interconnected when it comes to Samsung devices, but they are only interconnected between themselves not each other. I think it's definitely worth trying another avenue or auth repair center. We constantly have people come in to my shop from other authorized repairers who denied them warranty repair for their flip/fold device when it was still very much in warranty and just had normal wear and tear, so we cover the device under the warranty and just explain that the whoever they went to were probably just stupid. Some things to note are 1.) if any of the small black bezel that runs around your inner LCD is damaged they will use that as grounds to deny the warranty. It's a very thin piece of plastic. 2.)If you remove the Samsung stock screen protector that also voids the warranty But yes long story short unless you go back to the same auth repair they probably won't be able to tell any of your past communications with Samsung. Also just because one authorized repair or even Samsung themselves says it's not covered by the warranty doesn't mean thats the end all be all. There isn't a list your device goes on to deny any future warranty claim attempts.

[@nindoninshu]

hm not sure guys, they were on the phone with support for a long time about it, i don't think they went to a store they just contacted samsung/asurion about it i don't know if they got the imei but it's too late now anyway, i already moved out from them

[@sarileinonen4736]

I had the same problem. After 4 weeks and they’re trying to say it’s user error. Will not cover it.

[@sebastienflo3882]

The fairphone should be your next phone. Easy to repair.

[@makersfunduck]

I checked it. Although I liked the idea, their screen is a little small for me

[@alexandergmzx]

This is the risk of investing early on new technologies, everything is beta

[@nindoninshu]

well pretty much everything incorporates new technologies into the software and hardware in some way so we gotta take some level of risk if we want up to date technology

[@makersfunduck]

It is a punisment for the tech enthusias, by big corporations.

[@GarfieId1]

I feel you. With the Fold 3 samsung gave you an insurance over 1 year for free. This means even if you broke the screen by your fault you just have to pay a small amount and get it reapaired. Therefore I bought this phone. After 9 months the phone dropped and the inner screen was broken. After contacting samsung they told me that their insurance will not cover the damage becauseduring the order I put in the company I worked for as delivery address because its easier to me to receive shipments there. Samsung informed me that they declined it because the delivery address was a business address and not a private one. Thats the point where I fully broke with that manufacturer. Earlier I nearly bought every from Samsung, but after this kinda bullshit reason to decline a repair I saw that their customer friendliness is not existent.

[@BaconCola]

Its time to make a mass report just like Gamer Nexus made with Asus! Voiding beacuse the Laptop had a scratch

[@00000a0009]

Go to a customers association they usually work. Or try various shops, i don't know if they have a record of rejected warranties

[@makersfunduck]

That is indeed an option. However, if I go that route, I need to `prove` that, it is not a user mistake, and it is quite time consuming. And they usually call you for a hearing, and you need to take the day off from your work. All takes time, and thats why I am hesitant.

[@00000a0009]

@@makersfunduck my personal experience (in another European country, and another brand) after a few complaints and a couple of articles they preferred to fix my issue to save time on their side. But in theory the associations in this field can suggest

[@EdwinMartin]

Europe has good consumer protection laws. Report this to the relevant organization of the country where you bought the phone.

[@nullpwn]

Unfortunately, no. Even though they are supposed to honor the warranty without any 'proof,' they often cannot be certain or obligated to replace the screen. Most of the time, they accuse the user of improper usage. Reporting this is usually a very difficult task that requires a lot of time.

[@makersfunduck]

What you tell is exactly the case. If I go that route, I need to `prove` that it is not a user mistake, and it is quite time consuming. and they usually call you for a hearing. All takes time, and thats why I am hesitant.

[@smartpants9641]

You are from which country brother.

[@jackmcclure9623]

Get a cell ready ipad or samsung mini