Issue began a few weeks back when unfolded my Samsung galaxy z fold 3. Only for it to make a splitting noise and the foldable screen split down the inner fold.
Now as I’m contracted to o2 i decided to go to them first to see if they could help me as I was contracted with them. At this time I’m still under manufacturers warranty as I’ve only had the phone 9 months.
The o2 team member suggested that I send the phone in to be examined for repair. After examination they tried to charge me for the repair. I REFUSED as I believed the issue was a manufacturing defect and proceeded to exaggerate that the whole selling point and functionality of the phone is to be able to fold and unfold and that the device has been damaged due to this functionality.
Once the phone had been sent back to me I then went into the o2 store with the device and asked for help there. They then told me that “we’ve found that this is a common issue among this handset and that we have been directing people to Samsung for repair and replacement if needed as our engineers aren’t Samsung experts”. I accepted this.
I then went through a series of conversations on the Samsung live chat support service and again explained what had happened, sent a picture of the damaged screen and that o2 had ultimately failed to help me. I arranged to have the phone sent off for yet another examination by a “Samsung expert”.
Now I phoned the repair company TMT FIRST to get an update on my handset. They then explained to me that there were punctures on the LCD screen which voided the warranty and tried to charge me £409 for the repair. AGAIN I argued my case , having the same functionality conversation that I had with
o2. At this point I was quite frustrated as they once again directed me to yourselves as they “aren’t Samsung”. I refused to pay for the repair and asked the phone to be returned to me.
I then rang samsungs support line in the hopes of some clarification and maybe a solution. I was then told the same thing the repair centre had told me. “they’ve sent me two pictures that show the puncture marks on the phone”.
I made it perfectly clear that the puncture marks were not present when the phone had originally broke and that the split in the screen originated from the centre fold. Every time the device is opened or examined the inner fold and screen condition worsens. I made the point that it was quite possible that the o2 engineer could have produced the punctures upon their examination or it could have happened during transit? All I know is that there was no damage to the device apart from a few surface scratches due to a cheap case rubbing.
The amount of hoops I’ve had to jump through so far has been ridiculous. Whether it be from samsungs support team , o2 , TMT. The devices functionality is what caused the damage and with the device under warranty I’m legally covered for a repair or replacement as far as I’m concerned.
You see if I actually damaged the device or knew that it was my fault Id just pay for the repair. But what I will not do is pay an obscene amount of money for a device that clearly has some underlying manufacturing issues. ( As stated by the o2 store manager... “common problem”).
The amount of time I’ve wasted over the past few weeks has been vast and the amount of ACTUAL help I’ve received has been nil.
After this whole experience I’ve been forced to go to citizens advice for further help. Once I’ve done that I will be leaving o2 and recommending everyone to stay clear of the device.
