Z flip 6 faulty screen

[Merlin76uk]

I have the z flip 6 got it on the 9th August, last week the screen crapped out on me.

Today we took it back to the store and despite it being under 6mths old were told that the only options we have is a repair when in actual fact we should have been offered a replacement as it is under 6months old and it's developed a known fault.

Needless to say I am not happy the way myself and my wife were treated at being brushed off and told basically it's a repair issue and told its easier and quicker to go with samsung for repair.

So will not be recommending EE for customer service in the future or the Samsung Z flip 6.

[Northerner]

Hi @Merlin76uk 

Have EE confirmed this is a a manufacturer fault as if not then the repair is correct. 

Thanks 

[Merlin76uk]

No the guy in the store accepted that there are known faults with the flip 6 but refused to accept that cause the fault is within 6 months and it's an electrical product they have to offer a replacement.

Now we have to contact samsung apparently cause it's within warranty they will come out and repair but I'm not holding my breath as I have seen a fair few issues of samsung 'blaming' the users for the faults with the display and refusing repair even under warranty.

So it would seem I may be stuck with an expensive useless paper weight...but we shall see.

Either way i am very disappointed in EE services and customer care and will not be going back next upgrade that's for sure.

[Chris_B]

@Merlin76uk  The guy in the store ?  Has the device been sent off to be inspected ?  It needs to be as the guy in the store doesn’t make that decision. 

please read THIS  

[Merlin76uk]

And i point out no4

 doesn't say anything about being tested etc besides which this is a known issue with the samsung flip 6 I don't see why I should have to have a product repaired that's not even half a year old.

[Merlin76uk]

Also no3 states that thry should offer repair or replacement i was offered neither just told to contact samsung under the phone warranty not under EE in other words their passing the book.

[Chris_B]

@Merlin76uk   The guy in the store doesn’t make that decision.  Even if he says it’s a known fault it’s still not his decision 

[Leanne_T]

Morning @Merlin76uk 

Thanks for coming to the community. 

I'm sorry you have had this experience in store and the phone has not been sent to the repair centre. 

If you would like to discuss the repair options for your Samsung phone, please give us a call on 150 and the team will certainly get this looked into for you.

Thanks 🙂

Leanne.