Samsung Z Flip 5 Hinge Failure – Denied Repair for "Cosmetic Marks"

Ardnasss — Thu, 05 Mar 2026 00:18:37 GMT

Hi everyone,

I’m looking for UK owners of the Galaxy Z Flip 5 who have had repair claims rejected under the Consumer Rights Act 2015.

My device developed a common fault: it powers off immediately when folded/unfolded on battery but works fine when plugged in. This suggests an internal hinge cable failure.

Samsung is refusing a free repair, citing "impact-related indentations" (minor scuffs). Crucially, they have admitted they cannot provide technical evidence that these cosmetic marks actually caused the internal electrical failure.

I have requested my phone back unrepaired. I am thinking if I should obtain an independent technical report to satisfy the "burden of proof" for a formal dispute.

Has anyone else successfully challenged a "user damage" denial for this specific folding power issue? Please share your experience if you pursued formal escalation or Ombudsman case.

Thanks!

Re: Samsung Z Flip 5 Hinge Failure – Denied Repair for "Cosmetic Marks"

CEParsons — Thu, 05 Mar 2026 00:24:26 GMT

This is a USA based forum. You will need to visit the UK forum for issues relevant to your geographic location.

Find your region's forum: https://www.samsung.com/us/common/visitlocationsite/

topic Samsung Z Flip 5 Hinge Failure – Denied Repair for "Cosmetic Marks" in Fold & Flip Phones

Samsung Z Flip 5 Hinge Failure – Denied Repair for "Cosmetic Marks"

Re: Samsung Z Flip 5 Hinge Failure – Denied Repair for "Cosmetic Marks"