topic Re: Samsung galaxy fold and flip screen issues in Android Devices

Samsung galaxy fold and flip screen issues

elchrisso79 — Tue, 22 Aug 2023 11:49:08 GMT

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?

Re: Samsung galaxy fold and flip screen issues

Christopher_G — Tue, 22 Aug 2023 12:13:54 GMT

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

Re: Samsung galaxy fold and flip screen issues

elchrisso79 — Tue, 22 Aug 2023 12:30:25 GMT

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

Re: Samsung galaxy fold and flip screen issues

holly1236 — Thu, 30 Nov 2023 12:35:41 GMT

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.

Re: Samsung galaxy fold and flip screen issues

Leanne_T — Thu, 30 Nov 2023 14:27:21 GMT

Hi @holly1236

I am sorry to hear this.

What have Samsung advised?

How long have you had the device?

Leanne 🙂

Re: Samsung galaxy fold and flip screen issues

holly1236 — Thu, 30 Nov 2023 14:35:06 GMT

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

Re: Samsung galaxy fold and flip screen issues

Leanne_T — Thu, 30 Nov 2023 14:36:53 GMT

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.

Re: Samsung galaxy fold and flip screen issues

holly1236 — Thu, 30 Nov 2023 14:52:42 GMT

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!

Re: Samsung galaxy fold and flip screen issues

Leanne_T — Thu, 30 Nov 2023 15:02:18 GMT

Thanks @holly1236

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

Leanne.

Re: Samsung galaxy fold and flip screen issues

holly1236 — Thu, 30 Nov 2023 15:37:25 GMT

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

Re: Samsung galaxy fold and flip screen issues

TamaraColes — Fri, 07 Jun 2024 16:24:33 GMT

I'm dealing with this now. They offered £100 good will feature towards the repair, quite frankly it's an insult. I also told them they're in breach of consumer rights law, but they shrugged it off. I'm am absolutely disgusted with how EE are treating people. They sold me the phone in Feb 2023 knowing full well that the zflips have a fault. Another beach of consumer law.

Re: Samsung galaxy fold and flip screen issues

Leanne_T — Fri, 07 Jun 2024 17:19:21 GMT

Hi @TamaraColes

Thanks for coming to the community.

Have you been in touch with Samsung to see if they can offer any further support for the device?

Leanne.