I recently bought a z fold 6. The inner screen developed a line from top to bottom of the screen. Following directions from samsung, I shipped it off to a facility in TX with no physical damage. That facility has had my phone since August 9th. Today August 14th samsung is returning my unrepaired phone to me, stating warranty will not cover faulty screen,citing unintentionally damage. There was no damage on my part. Samsung isn't honoring it warranty. Avoid dealing with samsungs repair.
Good luck to him. As much as I love Samsung products, let's be honest. Their customer service has never been the greatest, and at this point, whoever his service provider is, he should just file a claim and get another device? If Samsung doesn't resolve the issue, the phone is brand new in the market. Samsung should just offer better customer service. When there's people out there like me and him who spend top dollar on a samsung foldable phone
Good luck to you brother. Hopefully the issue gets resolved and I can only tell you the same thing the comment above me said escalate the issue and hopefully it all goes well with you. I'm having issues with my inner screen protector and just like you I preordered the phone received it on the 22nd of July. I've had it less than a month and I already have a Samsung Experience appointment set up so I can get replaced if Samsung doesn't resolve your issue that just shows their customer service is not five star. Just remember they're not the only foldable in the US market anymore. You got two big players now you can choose from I just hope Samsung resolves your issue and like the person above my comments said escalate the issue with Samsung and get it resolved because just like me you spend a lot of money on the phone for it to fail. Miserably this early in its lifespan.
When troubleshooting is not helpful, it is recommended to have the phone evaluated by an authorized service center. You can use the following link to find a list of service centers in the U.S.: http://www.samsung.com/us/support/service/location or by calling customer support at 1-800-726-7864.
If you purchased a Samsung Premium Care or Care+ membership with your device, this plan does cover repairs not covered under the warranty. You can find more information about this plan here: https://www.samsung.com/us/support/samsung-care-plus/
