My Galaxy Z-Fold 7 inner display suddenly developed several dead and bright pixels in one area after charging overnight. Just opened the device the morning after it was charging and immediately see this very bright spot. Upon inspecting with a microscope it seems some pixels are dead completely and some are very bright. There is absolutely no physical damage (scuffs/scratches/indentations, etc.) on the screens, or anywhere on the body of the device.
I opened warranty repair claim with Samsung and sent it to them. I have photo and video evidence of the defect, as well as the pristine condition of the device as it was boxed and sent to Samsung.
This device is under warranty for 12 months (until Sept. 30, 2026) and many dead pixels is a hardware defect so I shouldn't expect any trouble with the warranty claim...or so I thought.
According to the warranty terms: "During the applicable warranty period, provided the Product is returned to Samsung in accordance with the terms of the Standard Limited Warranty and exhibits an in-warranty defect, Samsung will, at Samsung's sole option, either repair the in-warranty defect without charge, subject to the conditions above or replace the Product without charge."
Upon receiving the device, I got a text from Samsung indicating they had received my "SIM CARD TRAY". I immediately called Support and was told "Don't worry about that, it's just a glitch in our system." I asked them to confirm they received my Galaxy Z Fold 7 and it arrived safely they said "Yes". Already off to a poor experience, but things happen...
After Samsung had my device for a day, they sent me a text that stated notice "We've inspected the device you sent in for repair and determined it is not covered under warranty. To proceed with the repair, a payment of USD 150.47 can be processed here:[third party payment url]".
This seemed like a scam, especially considering the URL was a 3rd party site not affiliated with samsung.com. I called Samsung support to inquire about this charge and strange message that my device is no longer under warranty because Samsung's warranty terms clearly state the device will be repaired or replaced without charge, and even the repair ticket states the device is within the warranty period. I thought this must be some mistake and perhaps a scam or some glitch to do with the previous issue stating they received a "SIM CARD TRAY". Because of this I called Samsung support via the number listed on their site and was advised by multiple Support agents that the device warranty was voided due to physical damage and either I MUST pay the $150.47 "Std. Repair Fee" or Samsung will not return my device. None of the agents could (or would) explain what physical damage means or what specifically was not covered under warranty. All agents refused to escalate the call to a supervisor when I'd asked. The only thing I could guess is there was damage during shipping (although the device was packaged VERY well), however if that was the case, why would Samsung not state this, or offer to provide any photos or description of the "physical damage"? To me, because none of the agents would provide any detail about the supposed physical damage, either they are trained to ALWAYS state the device isn't covered under warranty due to physical damage or they have no further details. Also, if there was physical damage, why are they not asking me to pay for replacement hardware components and only a standard repair fee? IMO before you make such a statement to a customer that their warranty is voided, especially when then asking for an additional $150.47, you'd better provide proof to substantiate the claim, or at minimum, specific details as to what damage occurred that isn't covered under warranty. Samsung could not (or would not) provide any proof.
Not only does charging a fee for a hardware defect violate the warranty terms, requiring I pay money in order to receive my $2000+ device and data back after being told it was covered under warranty and would be repaired free of charge is a violation of a criminal law called extortion (18 U.S.C. 875). After informing a Support agent that this was extortion for them to state they will not send my device back without paying $150.47, the agent said "I wouldn't put it in those words, but yeah.". I requested escalation to a supervisor several times and was told there is no supervisor. After asking multiple support agents WHAT repair will occur after paying the $139.00 "Std. Repair Fee" ($150.47 w/Tax), I was told non-specifically "the LCD will be repaired". When explaining the device does not have an "LCD", it has two OLED displays, I eventually got a support agent to state they will "replace the display", and after asking, is that the "inner or outer display", and they said "inner". Why I had to speak with multiple people to get the most basic of information, and even then, had to ask leading questions to get there is absolutely absurd. It's rather telling your "support" agents are well versed in talking people out of their money for dishonest fees and telling them to "call back tomorrow" but not at all familiar with the devices they're supposed to be supporting and the types of repairs that will be done.
I confirmed again there was no other option to have Samsung repair or return my device, violating the warranty terms, and I was told "You have to pay the fee.". Since my device and data is being held HOSTAGE and it's been made clear that I have no choice but to pay the ransom ("Std. Repair Fee") if I ever want to see my device again. After paying the ransom, I was told Samsung support the device would be repaired and mailed back within 4 business days. It has now been 15 business days since that call and 21 days since the repair center received the device with no status change. When calling Support for a status 5 times now, every agents just says "the device is being inspected for quality.". I've heard the same status for 10 business days with no ETA for when my device will be returned. Every support agent says "Just call back tomorrow". So, even after paying the ransom, and waiting the time allocated Samsung failed to meet their stated repair window and is still refusing to return my device or provide any indication as to what is taking so long.
I have photos/videos of the state of my device (including microscopic photo/video evidence of the display proving there was no external damage). I have recordings of every call with your support agents (all of which you should be absolutely ASHAMED of). I have screenshots of every step of the warranty claim process, including the warranty itself, and every page/text/email. It should be obvious to anyone that this is NOT how you handle warranty repair and support.
Samsung, I'm demanding you return my device and data immediately. If I do not have a tracking number by end of day 2/7/26, I will have no option but to seek legal remedy regarding the theft of my device, data, and subsequent extortion. I'm aware your choice to violate the stated terms of your warranty terms is a civil dispute, and I will be pursuing that separately from the criminal matter. I have undergone a significant amount of stress dealing with a situation that should have been a straightforward warranty claim. There's no reason I should feel like I've been stolen from , extorted, and lied to for simply attempting to resolve hardware defect on a device I paid $2000+ USD for.
The BARE MINIMUM Samsung can do to make this right is return my repaired device, refund the $150.47 that I was charged, and reinstate the manufacturers warranty on my device (assuming it was actually voided).
Ticket#: 4183789035
