On September 6th 2021 I began having issues with my brand new galaxy z flip 5g 256gb, I've only had it five months. The phone started restarting mutilple times on its own. I figured this may be the new software update that was pushed to the phones the prior day.
In the follow days to come I found that the issue was not stopping. I also noticed my phone was getting really hot when charging ( yes I do use a Samsung charger). So I called Samsung on September the 9th, the representative requested me to send it in for repair. I let them know that I use the phone for work and would need it back before I start work again in a few days. The representative assured me the device would be fixed as fast as possible.
I sent the phone on September 10th 2021 and Samsung received it on September 14th 2021.
On September 16th I received an email that my device was repaired and that it was a possible bubble or dust on the screen protector. I knew this couldn't be the issue with why my phone was restarting so I called Samsung again and waited an hour and a half to be spoken to by someone who hung up on me saying he could not hear me. So I used the online chat option and that representative said the issue was that the attena was broken and was being repaired. Then the representative Jose that hung up on me called me back and told me that the cosmetic protective screen was replaced as well as the attena. Jose let me know that they did a complete repair and inspection of the phone and had resolved the issue.
On September 17th 2021 I received the phone early around 9am. I opened the phone and plugged it in to charge. Upon unfolding the device I noticed on the front of the phone there was a small slice as if someone repairing the phone slipped and scratched the device. So I called Samsung waited 30 minutes and spoke with Anthony who determined that I could send it in for repair again, I explained again that I use it for work and couldn't send it in again. I also explained that my phone was in mint condition when I sent it in. There was nothing wrong with the phone cosmetically and now the phone was no longer worth what I had paid for the phone. He understood and offered an exchange for a new same device. However they do not have that device in stock. I requested possibly getting the upgraded device in a sense that Samsung could " make it right " so to speak. Anthony Apologized and stated that per policy it had to be the same phone or i could try trading it in. Anthony referred me to the trade in department which I then dialed and was told by representative Jaydee that the phone wouldn't be worth full value as it does have a scratch and that I could get about 600 for it. However it was still under warranty and I could try the warranty department. I was then transferred to the warranty department and spoke with the representative Harry who explained I needed to speak with the premier department, as they specialize in the z flip series. I was then transferred to Yolanda who explained exactly what the first representative Anthony explained. At this point I did request to speak with a supervisor who explained that unfortunately there is nothing that Samsung can do to " make this right". The supervisor explained that the only options I had were to wait 7 to 14 days until they had my model in stock to get replaced or put a hold on my credit card so that they can next day air the phone to me when they receive it.
If I were the one who had damaged the phone, I would be the one having to pay for it or take the lower amount for trade In value due to cosmetic issues
I explained my story to every representative, and as I said I pride myself in keeping my phone in the same condition as when I bought it. I have been with Samsung since 2015 and still have every device I've ever owned. I feel that since the phone had internal issues that were not all the way fixed and now a cosmetic issue that was not my fault, Samsung should somehow, some way make this right. I spend alot of money on these products and so far I am unable to get Samsung to admit fault for the cosmetic issue they caused and My phone also still overheats when charging. The least that Samsung can do at this point is: make up the three hundred dollar difference on what my phone should be worth, send me the same model and I will send the damaged one back after I recieve the new phone or send me the newer model of the phone to make up for the amount of money lost in this whole fiasco and I can send back the device that Samsung damaged.
On September 22nd 2021
I spoke with a supervisor who offered me a refund for the device, however I am still making payments through att. The representative stated I would have to pay the device in full in order to recieve a refund. I asked the representative if I could send in the damaged device for a new device, the representative stated that they do not have that device in stock and she did not know when they would get another device in stock. I asked if I could send in the damaged device for the new model of the phone and the representative stated no they could not do that. The representative offered to repair the device, I stated I already sent it in and it's still getting hot while charging after repair. At this point I no longer want this device as Samsung has damaged it and it still overheating after repair. I would like the newer version of the phone and I will send the damaged device back In.
If I need to at this point I will contact a lawyer to get involved, as I have been a long time customer and would like for Samsung Samsung make this right.
I understand how upsetting this is. Regrettably, service would be the only option. For refunds or exchanges, you will need to speak with the case management team by calling 1-800-726-7864. I apologize for the inconvenience.
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I understand how upsetting this is. Regrettably, service would be the only option. For refunds or exchanges, you will need to speak with the case management team by calling 1-800-726-7864. I apologize for the inconvenience.
Be sure to click " ✓ Accept as Solution" when you find an answer that works for you.
Please note, notification emails are a DO NOT REPLY address, you must log-in on the community page in order to respond.
