Promo screen repair not selectable after warranty expires?

[DanweiTheMan]

My Fold 5 has never had any service done and it was purchased on Samsung.com, which I did register later, and definitely within the two years promo timeline for the $250 screen repair. Yet I cannot create a ticket for walk in service, the store says I have to choose a pop-up message about the promo but I went through scheduling without seeing that promo.

Anyone from Samsung can help? I called and chatted many time without anyone that knows what is happening.

Thanks.

[Shine_on_Baby22]

Yeah, for some reason, even though you're paying for insurance through verizon, they will send you to another person.Another company, whatever you want to call it. And if your screen is broken, usually they're just gonna offer you another phone which puts you happen to repay another phone off, I don't know

[meself]

Asurion would be the carrier i think samsung might use it and ubreakit or something like that sure it's wrong

[Samsung_Moderator]

Hello Danwei, Welcome to the Community. We understand how frustrating it is the discount is not applying for the screen repair.

We found this link with the details of the promotions, including how to request service, qualifications and restrictions: https://www.samsung.com/us/support/service/z-screen-repair-promo/

It appears the service does have to be schedule through the link, whether you choose to have the phone repaired locally or to ship it in. Customer service would not be able to set up the service for you.

Were you able to upload a copy of the proof of purchase? It may be the system needs the purchasing information to verify the eligibility.

Have you tried scheduling service previously and then canceled? If you've used the system to schedule service previously and then canceled the service, the system may see that as the one-time fulfillment of the promotion. 

Also note, if the technicians determine any other repairs are needed, those repairs would be an additional cost.

We hope this helps.

[DanweiTheMan]

I have tried scheduling service previously and then canceled because I don't have time back then, what can I do now? Thanks.

[Samsung_Moderator]

If the reason is the system isn't discounting the repair due to seeing the previously scheduled repair as the offer redemption, there is nothing that can be done because it can only be scheduled through the system.

[DanweiTheMan]

But it was cancelled, never done, this seems like a major glitch, like no one can reschedule service for this offer? There should be a way to reset this count.