I bought a new Z Fold 3 around 2 months ago. I never dropped the phone and carefully use it all the time since I heard about how fragile the inner screen is. However, last week, I folded the phone and went to sleep, then unfold in the morning and found that the screen was cracked. I created a repair ticket and set the phone to Samsung Repair Center, and they want to charge $519.59. I called the customer care and was sent back and forth between repair center and case management, and they basically said either pay for the fix or cancel the fix. They even said: even if this is a manufacturer defect, you'll have to pay for inner screen crack anyway. I'm not in return window anymore, so I guess my only choice is to pay for the fix? Kindly suggest.
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Hello, I understand how upsetting this is. This article provides information for cracked or bleeding screens. https://www.samsung.com/us/support/troubleshooting/TSG01001477/ You can use the following link to find a list of service centers in the U.S.: http://www.samsung.com/us/support/service/location or by calling customer support at 1-800-726-7864. For service outside of the U.S., please use this link: https://www.samsung.com/us/common/visitlocationsite.html.
If you purchased a Samsung Premium Care or Care+ membership with your device, this plan does cover physical damages. You can find more information about this plan here: https://www.samsung.com/us/support/samsung-care-plus/
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