Samsung refusing to cover "not folding open flat" under warranty, am I in the wrong?
About a week back, my 10-month old Fold 4 refused to fold open flat. The last time it opened perfectly was on a Saturay evening, and Sunday morning it wont open flat. In that duration, it had never been dropped or exposed to any outer environment (it stayed in my pocket and bedside overnight). The phone kept working fine on both inner and outer screens, and I continued using it that day. Plan was to take it in for repair Monday morning. However, Sunday evening the phone stopped working and it wont even power on.
Handed over this device to samsung authorized repair (only one in malta, europe) and one week later they call me asking to pay euro 770 to replace the broken screen. The phone still doesnt open flat, so I have no clue what the technicians did there because they claim to have opened the phone and found the screen to be broken. They said this damage isnt covered in warranty, and were completely clueless about the actual 2 issues which were noted when I handed over the phone: wont open flat and no power.
Needless to say, the whole experience so far has been absolutely terrible. 10 months for a euro 2000 phone (including the s pen/stand case which already cracked last month), and on top of that they are asking for euro 770 to fix a problem probably caused by their under-trained technicians while trying to open the phone.
My question is to anyone knowledgable about the warranty clauses, am I supposed to pay up for the "damaged screen" now or what? The technicians are obviously clueless and not willing to help. Really petrified by having to shell another HUGE amount for a 10-month old phone which stopped working without any fall or water damage.
Posted Jul 10, 2023, 12:21 PM UTC
Did you take photos of the phone before you handed it in to the repair centre? This would prove any additional damage was not caused by you.
Otherwise I guess it's your word against theirs. You should get on to Samsung direct, demand your case be escalated and tell them the service centre is trying to charge you for a warranty repair for damage which was not there when you handed in your phone.
Alas I did not take photos, but the damage was noted down on their service chargesheet and it only has two issues: folding issue and power issue, no mention about screen damage.
Funny thing, when I went to the service center, the phone was there with them and screen still doesnt show any cracks from the outside. The employee printed a poor quality black-and-white photo of something which barely showed a screen crack, and they claim the screen needs to be replaced, while providing no updates about the phone that still wouldnt open flat (he opened it in front of me). I argued a bit, and they said they will escalate the issue with samsung and asked me to wait a day. They said if samsung still refuses to repair under warranty, I will have to pay up. At this point my feeling is the technicians at this center couldnt even open the phone and managed to crack the screen while trying to do so. They are now trying to pass on the damage on my head.
Yeah definitely sounds like they forced it to open flat and caused any subsequent damage. Definitely keep escalating with Samsung. What a shitty situation.