Repair refused claiming warranty void

[Merlin76uk]

I sent my Samsung flip 6 in for repair as the screen has fuffed up a second time in less than 12 months their now claiming I have voided the warranty cause there is damage to the screen, the damage to the screen that their claiming voids the warranty isn't what is causing the issues with the screen, I stated what the problem was and why it needed repairing, the damage their claiming voids the warranty was chased when some grit got between the screen when folded in my pocket and had never been any detriment to the screen or usability the issue I had was that the screen was flickering and broken on the bottom half the top half is still fine. 

I refuse to pay for a repair that is covered under the warranty and their claiming they won't honour it cause of existing physical damage that if they actually switched the phone on would see doesn't actually impact the use of the ohone, but there is no way to contact the repair centre except through phone call and I'm not comfortable doing that as talking to strangers on the phone gives me great anxiety.

[Schockwave]

@Merlin76uk  my understanding is, that screen damage is not part of the warranty.. I would advise you to read what is part of your warranty.

[Merlin76uk]

I'm not claiming for the visible damage to the screen that has no detriment to the use of the phone what does cause issue is the screen itself failing the lower half in particular again has failed and is flickering and going off.

The upper part of the screen has and is still fine so the screen itself is faulty they haven't even powered up the device to check they have just made the assumption that the physical damage that I've had for nearly 5 months now and not been bothered about as I was aware that wouldn't be covered by the warranty what I now wish to be repaired isn't because of an existing issue that I am not claiming for.

[Northerner]

Hi @Merlin76uk 

It won't be an assumption it's a correct observation that if the screen is physically damaged this impacts the whole screen not just a small part. The screen is one unit not separate parts. 

The decision on the warranty would be correct. 

Thanks 

[Chris_B]

@Merlin76uk  any broken parts will also be fixed also it’s not just what you want fixed.    If they break the screen more doing the repairs you want would you want that fixed for nothing?   The phone has to be taken apart and this could the screen to break more hence if you want it repaired all issues have to be fixed.