Extremely Disappointed with Samsung’s Response After Years of Loyalty

[ravhool]

I’ve been a loyal Samsung customer for more than 15 years. From my first phone to today, my entire family has trusted Samsung — our phones, TV, AC, washing machine, laptop, and even small appliances are all from this brand. I always believed Samsung truly valued its customers and stood by its quality.

But my recent experience has been deeply disappointing. My Galaxy Z Fold’s inner screen developed a crack near the hinge without any drop or damage. When I asked for help, I was sent from one place to another and still didn’t get a proper solution.

After weeks of follow-ups, I was told it’s not covered, and I’d have to pay for repairs — which is very disheartening. I’ve always spoken highly of Samsung, but this entire experience has left me emotionally exhausted and extremely disappointed.

I’m now taking this forward through the appropriate customer resolution channels, hoping no other loyal customer has to go through the same.

Sometimes it’s not about the cost — it’s about fairness and respect for the customer’s trust.

[ravhool]

Just adding some background for everyone reading — the issue started when the inner screen of my Fold 7 cracked on its own near the hinge. I handled the phone very carefully and there was no drop or pressure at all. When I visited the service centre, they said it’s physical damage, even though there were no marks outside. That’s when I realised how many other people are facing the same issue too.

[Srb79]

Any screen issues are rarely covered by warranty. It is impossible to proof you didn't do anything so Samsung uses this to deny warranty. I had same issue multiple times with Fold over the years. This is why get care +.

[ravhool]

You're right. It doesn’t seem fair that when someone purchases an expensive phone, they're labeled as a "premium user." However, there aren't any premium services or support for customers, nor is there a corresponding premium quality in the product itself.he product itself.

[CEParsons]

Sorry about your experience. Unfortunately, "premium services and support" requires purchasing Care+.

I personally do not recommend daily-driving a foldable without purchasing Care+ for the exact reasons you describe.

Foldables are still an emergent form factor and while they are more durable than ever before, they are more prone to hardware related issues than traditional slab phones.

[MrGhoul]

Sorry that has happened to you. When it comes to screens, rarely will samsung replace it under warranty. However, if you had samsung care + at the time, the screen would have been covered and repaired.

Submit feedback to samsung, explain what you experienced, and the issue with the screen/hinge of the fold 7.

Tap below - how to send feedback
https://us.community.samsung.com/t5/Tips-Tricks/How-to-Send-Feedback/ba-p/3001692?src=ShareByUserCM

[Lauren92]

I am dealing with the same thing with Samsung for my flip 7. They even sent my phone back to me in worse condition as they lifted the preinstalled screen protector and are refusing to fix it unless I pay for it. I am highly highly disappointed. Attached a picture of how they sent my phone back to me. When I sent it in there was no lifting of the screen protector

[beatriceflip6]

I can really relate to this.
I’m actually a first time Samsung customer, and unfortunately my experience has been very similar.

I bought a Galaxy Z Flip 6 less than a year ago, with high expectations given Samsung’s reputation and the premium price of foldable devices. After a few months of normal use, the inner screen developed a progressive defect (it started as a small spot and gradually worsened). There were no drops, no impacts, and no misuse, and the phone was always used with an official Samsung case from day one.

Despite this, the authorized service partner rejected the warranty, claiming that a minor cosmetic mark on the external frame was the cause of the internal screen failure, even though it’s not in the same area and clearly unrelated. What made it worse was that no warning was given at intake; this reasoning only appeared days later as the basis for denying coverage.

Like you, I was passed around between support channels and escalations that led nowhere. The lack of clear explanations, transparency, and accountability has been extremely frustrating. For a high end device, this kind of after sales experience seriously undermines trust in the brand.

I agree with your last point completely: this isn’t about money, it’s about fairness and respect for the customer’s trust. Sadly, experiences like these are making even first time customers question whether choosing Samsung was the right decision.

Thank you for sharing your story. You’re definitely not alone.

[LarryJunior]

I must be extremely blessed with my screen experiences on my Z Fold3 and my Z Fold5 after reading many screen issues on the Flips more so and the Folds. I'm in the construction trades so I have experienced many different environments such as extreme heat, humidity, cold, rain, snow, mud, ice, etc. I operate heavy equipment, I prep and pour concrete footings and flatwork, I work on mezzanines and I work 15 feet under ground. My "Folds" have experienced everything I have and then some. They have fallen from mezzanines (thankfully I have not), they have fallen out of heavy equipment onto steel tracks (thankfully I have not), they have fallen into wet concrete (so have I), they have fallen onto hard concrete (so have I), they have been buried in trenches ( so have I), they have been thrown out of frustration ( I have thrown fits of frustration), they have been in bar fights ( so have I) and the list keeps going on just like my phone screens. They keep turning on. They have been flipped open and closed more than 10 hookers legs on a Friday night 😂 and no issues with the seam. The only issue I have had was with the front screen and it was the fault of the curb I tripped over where I face planted on the concrete sidewalk with phone in hand. We both suffered exterior facial damage 😂.

My phone is with me, my phone is a part of me, my phone has become me. I am with my phone, I am a part of my phone, I have become my phone. My phone and I have become one 🤣

My only dislike is not having a dedicated internal S Pen holder built into the phone.