I’d like to share my experience in case others have faced something similar.
I own a Galaxy Z Flip 6 with less than one year of use. This is my first Samsung device, purchased with high expectations due to Samsung’s reputation and the fact that this is a premium, high end product.
After a few months of normal use, the phone developed a progressive screen issue. It started as a small dark spot, which gradually grew over time. There was no drop, no impact, no misuse. The phone has always been used with an official Samsung case from day one, installed at the store when it was purchased. Additionally, the factory screen protector started peeling off on its own, without any third-party intervention.
I first contacted Samsung about this issue around four months after purchase, then a few months later took the phone to an authorized service center later (in Santiago Chile).
At the time of reception the phone was checked by two different staff members, no one warned me that the warranty could be rejected. Only “signs of use” were mentioned in the document they handed, not damage or impact
Days later, I was informed that the warranty was rejected, claiming that a TINY cosmetic mark on the external upper frame was the CAUSE of the screen failure. This explanation makes no technical sense: • The mark is not in the same area as the screen defect • The screen issue is internal and progressive, not sudden • A minor external cosmetic mark should not cause panel failure in a foldable device
If these “marks of use” were truly critical, they should have been clearly communicated at the moment of intake, not introduced later as the reason to deny warranty.
What makes this even worse is the lack of transparency and poor communication from the authorized service partner. Explanations have been vague, inconsistent, and dismissive. Despite escalating the case as much as Samsung Chile allowed, the final response was simply a reaffirmation of warranty rejection, without an independent or meaningful review.
For a high end device at this price point, this experience is completely unacceptable. As a first time Samsung customer, this has unfortunately been the worst after sales experience I’ve ever had, and it has seriously damaged my trust in the brand.
I’m sharing this here to: • See if other Z Flip 6 users have experienced similar screen failures • Understand how Samsung expects customers to handle such cases • Hopefully get this reviewed by someone beyond local service partners
Thank you for reading, and I appreciate any feedback or similar experiences.
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Thank you for sharing @GaryB82! This is the correct procedure. Due to us being North American support, we are unable to assist with your troubles, but once you speak with the team in your region, they will work to get you taken care of. Apologies for the inconvenience, and thank you for being a Samsung customer.
