SAMSUNG REFUSE TO REPAIR A FACTORY DEFECT.

[Oriontek]

I recently purchased a Samsung Galaxy Fold5 and discovered a small crack in the plastic that secures the display to the main body, specifically in the bottom right corner. Although it was initially difficult to notice, the crack has now become more pronounced and a small piece of the plastic is missing. Despite always using a protective case, I failed to notice the damage until recently. Unfortunately, Samsung is refusing to repair the device, claiming that it is a cosmetic issue. I find this response unacceptable and am seeking assistance in resolving this matter. Any advice or guidance would be greatly appreciated. Thank you for your attention to this issue.

[ClutchMaster]

This is a tough one. Normally within the first few days of discovery, Samsung will assist as I had a similar experience with the S22 Ultra couple year ago when it first released. Things happen, but like many companies after time has passed since the purchase date, things like that become hard to warranty even if you bought directly through Samsung. If you bought through a 3rd party vendor then I would seek assistance through them.

[Oriontek]

I'm so disappointed 😞

[Oriontek]

I don't understand how that happened since I had a case cover.

[JBTechfanatic]

Unfortunately, there is no way to get them to not say "physical damage" and not cover it due to the nature of the damage. But you can file an insurance claim. Keep in mind, if you did not purchase insurance when you bought the phone, you can purchase it through your provider. They often run open enrollments during June and July each year, so that might be something to look into. You also can always take it to a "you fix it" location and just pay out of pocket to have it fixed. While I know this is not optimal, at least it's something. The problem with that break is it's just going to keep getting worse, and soon the screen might crack, and then it will be a really expensive fix, unfortunately.

[Oriontek]

Hey, thanks! I do have insurance through T-Mobile, but I was using a spare phone while Samsung was checking my phone. I have to put the SIM card back in my Fold5 for a couple of days so it shows up on the insurance system.

[JBTechfanatic]

No worries, this will not be a problem. Simply file a claim and make sure to backdate the claim to the date it actually happened, prior to you using the other phone. You will have no problems.

[Oriontek]

what type of claim should I submit, it shows only 3 options, loss, hardware malfunction, or Screen replace. ?

[JBTechfanatic]

Loss and damage should be the same option

[Oriontek]

Thanks