False accusations by Samsung Support

mypyh4ooo · Dec 11, 2019

Hi everyone,

My first post here just asking for some advise on a screen issue recently developed on my Galaxy Fold which is just over a month old and bought directly from Samsung.

I have sent photos over to Samsung Support as requested and they came back claiming that this was caused by the user and not a manufacturing defect. Very dangerous path to go down as they’ve not physically seen the phone.
they claim as a result warranty void and it would need to be repaired out of warranty which will cost hundreds of pounds.

please see a photo attached.
I have a couple of options but can you tell me your opinion? Phone is on finance so I could go via the finance company to begin with.

thanks for any advise

mikedt · Dec 11, 2019

mypyh4ooo said:
Hi everyone,

My first post here just asking for some advise on a screen issue recently developed on my Galaxy Fold which is just over a month old and bought directly from Samsung.

I have sent photos over to Samsung Support as requested and they came back claiming that this was caused by the user and not a manufacturing defect. Very dangerous path to go down as they’ve not physically seen the phone.
they claim as a result warranty void and it would need to be repaired out of warranty which will cost hundreds of pounds.

please see a photo attached.
I have a couple of options but can you tell me your opinion? Phone is on finance so I could go via the finance company to begin with.

thanks for any advise

Is that their exclusive "Premium Service" for Galaxy Fold customers? And did you get the one-to-one "Concierge Service" that's supposed to train you how to look after this phone? These are things I've only read about of course.

Well it looks like the same problem that afflicted the initial Galaxy Fold launch for professional reviewers, that delayed the full public launch of the thing.

Maybe you have grounds for legal action? IANAL of course.

mypyh4ooo · Dec 11, 2019

We never signed up for this to begin with? Think you had 30 days. Either way the problem here is clearly a manufacture defect but they claim it’s caused by me. Very untrue statement and expect you to pay a quarter of the phones price to have it fixed.

Unforgiven · Dec 11, 2019

Again, I'm only going from memory of contemporary reports, so take this with a grain of salt. Wasn't there some type of skin applied to the screen that some users mistook as a protective shipping cover and peeled off? This skin was an integral part of the actual screen IIRC. You didn't happen to pull one of these off, did you? I'm not trying to accuse you, just hoping to eliminate some scenarios.

mikedt · Dec 11, 2019

mypyh4ooo said:
We never signed up for this to begin with? Think you had 30 days. Either way the problem here is clearly a manufacture defect but they claim it’s caused by me. Very untrue statement and expect you to pay a quarter of the phones price to have it fixed.

You may have grounds for legal action, and there's nothing else I can suggest.

FWIW I've got absolutely no international of buying a Galaxy Fold myself, mainly because of form factor, high price, and the problems with it.

mypyh4ooo · Dec 11, 2019

Unforgiven said:
Again, I'm only going from memory of contemporary reports, so take this with a grain of salt. Wasn't there some type of skin applied to the screen that some users mistook as a protective shipping cover and peeled off? This skin was an integral part of the actual screen IIRC. You didn't happen to pull one of these off, did you? I'm not trying to accuse you, just hoping to eliminate some scenarios.

Hi
I remember this and that’s what I explained to them. The protective layer is actually underneath the bezel to stop people doing this.

Bearsyzf · Dec 11, 2019

I figured this phone would have problems AGAIN.

mypyh4ooo · Dec 11, 2019

Bearsyzf said:
I figured this phone would have problems AGAIN.

I think it’s disgusting to blame ME for their defective phone. Samsung really do have the worst customer service, believe me.

Bearsyzf · Dec 12, 2019

mypyh4ooo said:
I think it’s disgusting to blame ME for their defective phone. Samsung really do have the worst customer service, believe me.

I do , I'm sure we all have dealt with them at one time or another.

False accusations by Samsung Support

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