I was excited to get my fold 7. I pre-ordered it having a fold 6. When I received my fold 7 I was like a kid at christmas...Then I noticed my unfolded screen kept cutting off..I called the company for over a week. They accused me of breaking the phone,putting it in water etc..I can't remember the last time I was talked down to like that. I has already sent in my functional fold 6 for an incentive...I was sent to a service center that did not have the tools to fix the phone. I finally got in touch with a sales manager. She was polite put me on hold then hung up on me. I received an email within minutes telling me my refund has been approved...I never asked for a refund I asked for a replacement. I was later informed Samsung don't do replacements for new devices..even if you only received them days ago...I told them I didn't have another phone..I was told very nicely that's not their problem..After reading the company vision and.mission statement I had no idea how far they have strayed...Buyer beware if you buy a Samsung product they may refuse your replacement for a defective product to.
Sorry for your troubles! However, I can't help but think that there must be much more to the story than what you detailed above. I've been involved with numerous customer service "discussions" where the transcripts would dwarf the book War and Peace. With that being said, I know how frustrating working with their customer service can be and I suggest you email the CEO at the following link: https://www.samsung.com/us/support/contact/email-the-ceo/
