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