Samsung users: Screen cracks and lack of support


These are not cheap phones, Samsung’s prestige mobiles with folding screen. Galaxy Z Fold costs more than SEK 20,000 and it is only in the longer term that Samsung hopes to reduce the price so that the foldable phones, which the company invests very much in, will be possible for more people to buy.

Every other user reports screen problems

If you spend more than SEK 20,000 on a telephone, you of course expect it to work, even if it includes new innovative technology. However, Samsung does not seem to be able to guarantee this, because since we at Mobil drew attention to the problems with damage that have occurred, we have received a handful of longer reports from readers who talk about their problems. The reader survey we previously published also shows extensive problems, as almost half, 48.6 percent of the 185 people who state that they have a foldable Samsung phone also say that they have suffered a broken screen or screen protection that comes loose.

We’ll first remind you of Samsung’s previous screen problems. When the first Galaxy Fold was launched, several testers experienced problems and it was stated to be after they removed the screen protector that was on the screen from the start. They would not have done so and after postponing the start of sales and clarifying that the screen protector was a vital part of the design, Fold was then released for sale. Since then, Samsung has further refined the screen’s features, introduced the half-hidden hole for selfie camera in Fold 3, made the phones water-resistant and generally more durable with a frame in stronger aluminum alloy. Even for those who fold and unfold their phone often, the phone should last and Samsung itself talks about 200,000 folds over five years.

The contrast is therefore great when users report problems only after a few months of use. This is evidenced by both our reader survey and the testimonies we have received from the editorial staff from affected readers.

Not covered by the warranty

Above all, the stories are about cracks in the fold and vague promises from Samsung’s support, promises that are then not fulfilled. A reader says that his screen protector on the Samsung Galaxy Z Flip 3 started to release after only a few months, within the warranty period, but was told that Samsung does not replace screen protectors that have started to release but instead had to pay for a replacement screen protector. Several readers report that the screen protector has just begun to drop and many times they have interpreted the support staff’s reaction as a problem they are often faced with.

Another affected reader says that in the middle of his Samsung Galaxy Fold 2 cracked all the way and that he took it for granted that it would go on warranty. Samsung did not consider this instead, claiming that the screen in this case had been punctured. After the reader had the device repaired and resold, he instead bought a Galaxy Fold 3, which now has the screen protector cracked.

Another reader who heard about it is Mikael, who picked up his phone in October and discovered a hairy crack a month ago. The first crack soon became two and they merged so that he could follow week by week how they grew. His contact with support included several phone calls, email conversations and chats without anything happening.

– Their support is hopeless, he says and explains that Samsung’s increased support was included in the purchase:
“Samsung Care Plus 1 year free was included in the purchase, but why bother with this if it will still be the same problem again in six months when Care Plus is over”.

Mobil has asked Samsung for a comment repeatedly but received no response.


Source: Mobil by www.mobil.se.

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