Defective Samsung Z Flip 4 – Refusal to Assist After Just 2 Years!

Item: Samsung South Africa
Rating: 1
Author: Claire L

I am extremely disappointed with the poor quality and service I have received from Samsung South Africa regarding my Samsung Z Flip 4.

Within the first few months of purchase, the screen started lifting and had to be repaired under warranty. Now, just after the warranty expired, the entire screen has stopped working, making the phone completely unusable. I cannot access any of my personal or business data. I rely on this phone for my small business, and this defect has left me in a difficult financial position.

Samsung has refused to assist me, even though this is a recurring defect and clearly a manufacturing fault. To make matters worse, Vodacom has confirmed that the repair cost will be around R10,000, which I cannot afford. I am still paying off this phone and now have no working device.

I have escalated the matter to the Consumer Goods and Services Ombud (CGSO) and will continue to escalate to the National Consumer Commission (NCC) and Small Claims Court if necessary.

Samsung’s lack of accountability is unacceptable for a flagship device of this price. I expected far better quality and service from a global brand like Samsung.

I am giving Samsung one last chance to resolve this matter amicably before I escalate further.

Reference Number with Samsung: ***

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Replies (2)

Samsung South Africa's replyOfficial

19 Jun 2025, 14:14

Good day Claire

Thank you for bringing your query to our attention, we apologize for any inconvenience that this may have caused.

We have noted your concerns, and we are currently investigating the matter further.

Your complaint has been assigned to our escalations department and we will be in contact with you.

Kind Regards,
Samsung ZA
^NM

Samsung South Africa's reply19 Jun 2025, 14:14

Official

Claire L's updateReviewer Update

19 Jun 2025, 17:12

Dear Samsung Escalations Team,

Thank you for your acknowledgment, but I must be honest — your response is not good enough.

This is not just an “inconvenience.” It is a complete failure of your product and a failure of your responsibility as a manufacturer. My Samsung Z Flip 4 started failing within months of purchase, and now, just after the warranty expired, I have a completely unusable phone, with a repair quote of R10,000 — while I am still paying off this device.

This is not acceptable. I did not pay a premium price for a phone that falls apart after 2 years. Your response feels like nothing more than an attempt to delay resolving this issue properly.

As a small business owner, I rely on my phone daily to run my business and manage my income. You have effectively crippled my ability to work, while offering empty apologies and no meaningful action. Meanwhile, other manufacturers produce products that last years without major issues — yet Samsung cannot stand behind its so-called flagship products.

I have already escalated this matter to the Consumer Goods and Services Ombud (CGSO), and if you do not resolve this within 7 working days, I will escalate further to the National Consumer Commission (NCC) and proceed with Small Claims Court action. I have also begun sharing my experience on public platforms, including HelloPeter and social media.

I will no longer accept delays or empty apologies. I expect a formal, meaningful response and a proposed resolution — either a free repair, replacement, or reasonable compensation for the defective product — within 7 working days.

Failure to act appropriately will be seen as Samsung actively choosing to ignore its obligations under the Consumer Protection Act (CPA) of South Africa.

Kindly escalate this further to your most senior management and provide me with the name and contact details of the person responsible for resolving this.

I expect accountability. Your move.

Kind regards,

Claire L's update19 Jun 2025, 17:12

Reviewer Update