So today I spent roughly 3 hours on the phone with Samsung customer support, which I would argue is an oxymoron at this point. Let me begin by telling you my issue. I bought my wife a zflip5 a little less than a year ago. She brought it home from work a few weeks ago and told/showed me the screen protector was lifting up in the middle and a green line would appear when she would touch near the crease. Further, part of the bezel was starting to come up. I asked my wife directly "did you drop it?" she said "no". No reason to lie about it, as she knows I go the extra mile with customer support and that if I receive subpar support, I'd get upset.
Fast forward to the other day when I get an email saying "phone out of warranty due to damage" and a bill of almost $400 USD. For that kind of money, you can literally just buy a newer better phone for ~$50-100 more, or the exact same phone for the same price. I spent 3 hours on the phone today, was transferred to at least 8 different people and was hung up on twice. The service technicians were quite condescending to me as well, especially the last representative. He spoke in a very condescending tone and said "i know its hard to accept but we've explained this to you in simple, basic, advanced, and technical terms (the latter of which never happened). You'll eventually get it and understand that it will not be covered." I'm paraphrasing a bit because I was quite flustered that someone spoke to me that way.
I don't think I can do business with Samsung again. Every time there's a warranty issue or I have to order parts, its like pulling teeth. Sure, eventually someone will take care of you in the end, but it takes 3-10 phonecalls and hours of your time. It shouldn't have to be this way. I have had 3 Google Pixels in my life and only 1 had an issue and they sent a replacement, no questions asked. Samsung wants your money up front but doesn't want to support their products after the fact.
P.S. Most of the people I spoke with were nice and understanding, if maybe a little hard to understand. The service technicians however seemed like I was a bother to them. I was even put on hold for ~5-10 mins then hung up on by one of them.
