topic Re: Galaxy fold screen issues in Android Devices

Galaxy fold screen issues

Bazza1306 — Sat, 04 Mar 2023 08:29:28 GMT

I am looking for other people who are in the same situation as me. They got a galaxy fold phone, the screen went in the middle due to the manufacturing of the phone yet ee nor Samsung will admit fault and expect a payment for repair . Might I add that this is only 7 month into a 24 month contract so I'm now the proud owner of a not great skinny screen 1200 pounds phone.

I'm having to take this matter to the ombudsman although ee seem to be taking a lot of time sending me a deadlock letter. After 15 years of custom I've received no help on the matter even though its blatantly obvious that the fold screen is not fit for purpose and has major faults

It goes to show when some companies won't even insure the phone that there are major issues yet ee continue to sell them

If my contracts were lower I would leave now but unfortunately the four contracts I have with ee are a fair way away from finishing. I will be moving to 02 after over 15 years as I have been made out to be a liar by ee. I will make sure as many people know that ee will not help if you get a fold phone on as many platforms as possible and hopefully succeed with the ombudsman case.

Ee deny knowing that there is an issue with the fold 3 yet I have a screenshot of an ee employee on the ee app saying they are aware of the issue

The whole thing is a joke, never had an issue with ee but maybe now bt have bought them the customer service will go too.

Yes this is a rant but to have to take something as far as the ombudsman because a phone company who supplied your phone won't help is pretty annoying especially as my bill is £180 pm

Re: Galaxy fold screen issues

Northerner — Sat, 04 Mar 2023 10:26:46 GMT

Hi @Bazza1306

Photo?

Have you claimed directly from Samsung via the Samsung warranty?

Thanks

Re: Galaxy fold screen issues

Bazza1306 — Sat, 04 Mar 2023 10:32:26 GMT

Yes and unsurprisingly gave the exact same excuse its having to go to the ombudsman as neither ee nor Samsung are willing to admit its a phone fault. I've already got 78 people with the exact same issue. Ee continue to seel these knowing that there is a major issue

Re: Galaxy fold screen issues

Chris_B — Sat, 04 Mar 2023 10:41:08 GMT

@Bazza1306 EE are only selling what Samsung have produced the issue lies with Samsung not EE as Samsung are the manufacturer and provider or the warranty. You have a 12 month warranty on the screen provided by Samsung. Why has Samsung refused the fix the issue as they need to provide you with a reason why if they have what’s that reason you’ve not said.

Re: Galaxy fold screen issues

Bazza1306 — Sat, 04 Mar 2023 10:55:28 GMT

Even If the king provided a faulty product to me I would stop selling it

Due to paint scratches on the opposite side of the actual fault they say warranty is void.......basically both parties are using a cop-out

Re: Galaxy fold screen issues

Bazza1306 — Sat, 04 Mar 2023 11:00:19 GMT

Just to add the fact that some phone insurers won't even insure the fold 3 speaks volumes

Re: Galaxy fold screen issues

Chris_B — Sat, 04 Mar 2023 12:04:37 GMT

@Bazza1306 So they are saying physical damage to the device. Can you post an image of this damage? Because @Northerner did request this.

Re: Galaxy fold screen issues

Bazza1306 — Sat, 04 Mar 2023 13:33:26 GMT

So the marks alleged to have completely made the middlenof the fold come away from the device

Re: Galaxy fold screen issues

Bazza1306 — Sat, 04 Mar 2023 13:36:34 GMT

This is what the issue is

Re: Galaxy fold screen issues

Chris_B — Sat, 04 Mar 2023 21:15:49 GMT

@Bazza1306 Sorry to say but those marks could have been made be the device being dropped ( not saying it has though). This could be the reason why they refused to fix it under warranty.
The frame colour is electroplated and to remove this it has to be damaged. You have marks/chips on what looks like a couple of places on the device, the first image damage looks small but it looks like it has been dropped. It’s a bit of a nick in the corner, and the screen protector looks like it’s peeling on your second image (this peel was nothing todo with this though ) No offence but looks like it’s been dropped to cause those marks and that drop could be why the screen is damaged so no warranty will cover this.

This is only my opinion based on your 2 images.
your warranty claim on the screen will take into account any damage to the device that might of caused the screen to get damaged. Again this is only based off what I can see in the images.

Re: Galaxy fold screen issues

Bazza1306 — Sat, 04 Mar 2023 22:39:21 GMT

And your explanation is exactly why I'm taking it to the ombudsman, for a start the plastic peeling away on the front screen is the original plastic cover which was on the phone which is not and never has been fixed to any phone, I kept this on to preserve the front screen. Secondly the marks on the corner are the complete opposite side to where the centre of the fold is faulty. If those marks were to have caused that then not only would the edges of the inner screen be damaged (which by the pic you can see they are not) the front screen would also have got damaged as the alleged impact would be straight to the front screen. I have taken this phone to a reputable phone repair company who also agree that there is no way the marks on the edges could have caused this to the centre of the fold. To add to that there are 100s of same cases with the fold 3 reported and as stated in earlier messages I am gathering all these up as evidence to ee and Samsung that this £1200 phone is not fit for purpose.

Thanks for the opinion but I'm well aware of the excuses of ee and Samsung as to why the warranty is void and I will succeed in proving that the fold 3 is faulty.

To add you can easily mark the 'electroplated' paint work with keys, a lighter and coins

Re: Galaxy fold screen issues

Ahmedmakhlouf1 — Mon, 13 Mar 2023 07:24:07 GMT

I'm in the same issue with my Samsung fold 3 , the big screen not responding any touch and I checked online and they all said could be hardware issues

I take my phone to the store and I have to pay 500 to send it coz I have scratch in back of the phone which is nothing to do with the big screen not working and is absolutely like new , I don't know what happened, I wake up and I found the phone screen not working and pink line on right on top of the the screen , now ee try to say is because the scratch, what jok , they scratch on back make me not covered and maybe I have to pay and is clear is hardware issue as I seen online , I been with ee over 10 years ams that how they treat loyal customers, not happy

Re: Galaxy fold screen issues

Bazza1306 — Mon, 13 Mar 2023 07:53:37 GMT

The more people that take the issue further the better that way ee will not rip customers off

Re: Galaxy fold screen issues

elchrisso79 — Thu, 15 Jun 2023 07:21:34 GMT

I'm in exactly the same boat, I have a z fold 4, 8 months in to a 2 yr contract, a crack on opening and then a line down the middle and an unresposive screen, Samsung will void the warranty due to an unrelated small scratch on the outer screen on the opposite side to the hinge, EE don't want to know and just pass the buck to samsung. Legally my contract is with EE and not Samsung, so yeah, I'll also be going to the ombudsman amd leaving EE after 14 yrs

Re: Galaxy fold screen issues

Leanne_T — Thu, 15 Jun 2023 08:10:46 GMT

Hi @elchrisso79

I am sorry to hear this, have you tried going into an EE Store to see if this can be sent for repair?

Leanne 🙂

Re: Galaxy fold screen issues

elchrisso79 — Thu, 15 Jun 2023 08:47:06 GMT

Yes, and they said they would charge me £700 for the repair which I am disappointed in, the only thing i will accept is an exchange to a more reliable model, i'm not willing to go through all this hassle just to be acccused of causing the issue myself

Re: Galaxy fold screen issues

Leanne_T — Thu, 15 Jun 2023 08:56:47 GMT

Thanks for coming back to me @elchrisso79

Please call us on 150 to discuss your options and see what the team can do to help 🙂

Leanne.

Re: Galaxy fold screen issues

elchrisso79 — Thu, 15 Jun 2023 09:01:25 GMT

I spent an hour on the phone yesterday and nothing was done, I really have tried, this is a longstanding known fault which i was told had been solved with the 4th generation fold phones which is the only reason i went for it, i so wish i would have trusted my instincts and went for the S range instead, always had those phones and had no trouble with them

Re: Galaxy fold screen issues

Bazza1306 — Thu, 15 Jun 2023 09:09:47 GMT

EE have not helped and I am stuck with a faulty phone, I have moved one of my contracts over to 02 and have three more contract which once expired will also move over

Re: Galaxy fold screen issues

Leanne_T — Thu, 15 Jun 2023 10:37:20 GMT

Hi @Bazza1306 @elchrisso79

I am very sorry to hear this, I would suggest contacting Samsung to see if they can offer a repair for you.

Leanne.