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False accusations by Samsung Support

Discussion in 'Android Devices' started by mypyh4ooo, Dec 11, 2019.

  1. mypyh4ooo

    mypyh4ooo Lurker
    Thread Starter

    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

    Attached Files:

  2. mikedt

    mikedt 你好

    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.
    #2 mikedt, Dec 11, 2019
    Last edited: Dec 11, 2019
    Dannydet likes this.
  3. mypyh4ooo

    mypyh4ooo Lurker
    Thread Starter

    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.
  4. Unforgiven

    Unforgiven ...eschew obfuscation...

    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. :)
    Dannydet likes this.
  5. mikedt

    mikedt 你好

    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.
  6. mypyh4ooo

    mypyh4ooo Lurker
    Thread Starter

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

    Bearsyzf Android Expert

    I figured this phone would have problems AGAIN.
    puppykickr, PitCarver and mypyh4ooo like this.
  8. mypyh4ooo

    mypyh4ooo Lurker
    Thread Starter

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

    Bearsyzf Android Expert

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

Samsung Galaxy Fold Forum

The Samsung Galaxy Fold release date was September 2019. Features and Specs include a 7.3" inch screen, 16MP camera, 12GB RAM, Snapdragon 855 processor, and 4380mAh battery.

September 2019
Release Date

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