Ghosted by Samsung ZA

On 27 October, I sent Samsung the complaint below. On 28 October, they requested my contact details so they could get in touch. On 29 October, I sent the information through, quoting my reference number to ensure they had full context of the situation.

To date, I have not received any response. I even sent a follow-up email yesterday requesting feedback — still nothing.

Ghosted by a tech giant! This is unacceptable and I’m not leaving it here.

This was my complaint regarding the Samsung Z - FLIP 5!!

Dear Samsung Team,

I have been a loyal Samsung customer for many years, consistently choosing your products for their innovation and quality. However, after this recent experience, I am deeply disappointed and have decided that this will be my last Samsung purchase.

I purchased my Samsung Z Flip approximately 10 months ago, and I have treated the device with the utmost care. As you know, this model’s defining feature is its flip hinge mechanism — a physical action required every time the phone is opened or closed. Despite normal, everyday use, the hinge at the fold came loose and popped off, followed shortly by cracking sounds each time I closed the phone. Soon after, a green line appeared across the fold, the screen flashed orange, and then went completely black.

I escalated this issue through the proper channels and was instructed to take my device to a Samsung-accredited service centre. To my surprise, I was required to pay R280 for an assessment, only to be told that the warranty was void due to “physical damage.” The irony here is striking — this is a flip phone, and its main function requires physical movement. How can Samsung exclude “physical damage” from warranty coverage on a phone that is designed to flip open and close daily?

The technician’s report was sent to Samsung South Africa, and I received the same response — “warranty void.” No further investigation or accountability for what is clearly a design or manufacturing fault was offered. I purchased a protective cover and handled my device responsibly. There was no misuse or external impact. The damage arose purely from normal use, which indicates a defect in durability and design, not customer negligence.

Now, I am being told that I must pay R9,980 to repair a product that failed under standard, intended use. I have since learned that many other Samsung Z Flip users have experienced identical issues, suggesting this is not an isolated incident but a widespread product flaw that Samsung is refusing to acknowledge.

This situation is unacceptable. I expect Samsung to take responsibility for the quality of its flagship products and to stand behind its customers. I am requesting a free repair or replacement under the manufacturer’s warranty. Failing that, I will be escalating this matter further through the Consumer Protection Act and sharing my experience publicly to warn other consumers.

“Thank you for choosing Samsung.” No — not anymore. Not after this.