Samsung galaxy fold and flip screen issues

[elchrisso79]

Well the saga continues...like most fold and flip customers my inner screen is faulty, developing a fault which both EE and Samsung are fully aware of, they are behaving contrary to consumer rights law and the phones are not fit for purpose, I took this as far as I could go with the utterly disinterested, unhelpful and sometimes rude customer service team at EE, they said they would send me a deadlock letter enablimg me to open a case with the telecommunications ombudsman but so far no letters apart from bills and threats of debt collectors when I was late paying a bill due to my disgust in the company.

Anyone had any joy in sorting their flip/fold screen? or anyone have an open case with the ombudsman? 

[Christopher_G]

Hi @elchrisso79 

I've replied to your other thread, but realised here that you have already raised a complaint. I'm sorry to hear that you haven't come to a resolution.

To discuss the deadlock letter, you'll need to speak to our complaints team again.

Keep us posted on what happens please.

Thanks

Chris

[elchrisso79]

Too late, I will inform the ombudsman of the lack of a deadlock letter, I'm sure that will strenghthen my case, also I'm communicating with watchdog and their consumer rights team as you are in breach of consumer rights law 

[holly1236]

Totally agree, faulty product not fit for purpose and just get bounced between EE and Samsung, terrible customer service from EE. I've usually had a great service but not in this instance sadly.

Unfortunately I can't give you any good news and for now I've given up as there's simply not enough time to keep pursuing it.

[Leanne_T]

Hi @holly1236 

I am sorry to hear this. 

What have Samsung advised? 

How long have you had the device? 

Leanne 🙂

[holly1236]

 15 months, advised that there would be a repair charge.

[Leanne_T]

Thanks for coming back to me @holly1236

I am sorry to hear this, did you send the device to us or Samsung for repair? 

Leanne. 

[holly1236]

I haven't sent it for repair as it is clearly a design fault with the phone, as noted by so many other people on this forum. The zflip is not fit for purpose and I shouldn't be having to pay for it to be repaired!

[Leanne_T]

Thanks @holly1236 

I would suggest giving us a call on 150 and the team will see what they can do to help. 

Leanne.

[holly1236]

Standard answer, I don't have time to be making more calls to be told the same thing. Thanks though.