Screen break on Samsung Z Fold 4

I write this post with utter dissappointment and disgust at the level of service received from Samsung SA. I normally don't write up posts like this however I've gotten to a point where social media and Samsung users need to know about the appalling service from Samsung and this device particularly. The Samsung Z Fold 4.

I got this device on 3 September 2022 noting this device was launched in August 2022. So I got the device just a few days after launch....this device being Samsungs flagship device at the time. I got the device from Telkom Mobile and the device worked brilliantly. Up until last year July 2023 I noticed the screen when opened on the ridge in the center started to lift and bubble up. My brother got the exact same device in January 2023 so I asked him if he'd experienced this which he said no.

The screen on the center ridge started to lift and bubble up which slowly expanded gradually to the center and then edges of the phone over time. By August 2023 the screen looked like it had ink blotches on the inside and by early September 2023 a year later the screen completely didn't work on the inside. I noticed over time that when opening and closing it's making the screen worse so I stopped doing so but the odd time when I did, I did see it getting worse and worse.

On 26th March 2024 I visited the Samsung center(MM Electronics)in Morningside JHB. Booked in the device and the very helpful lady advised that they will provide me email updates. She assessed the device and found no physical damage to the inside screen when checking and just a few scratches on the device here and there. I know the phone is covered under their 2 year warranty so I was like no worries.

2 days later 28th March 2024 they come back to me advising that the screen has an internal crack and it's due to physical damage which in my opinion is absolute nonsense. To my understanding if the internal screen had a crack then surely when the device is opened the screen on the inside wouldn't work at all...... I tried to explain this to them when they called me advising that the screen started to bubble on the center ridge then spread out over time where you could only see parts of the screen on, then eventually completely nothing. MM Electronics which I believe is under Samsung then sent me a quote for just over R16k to fix this screen at my cost. I was flabbergasted. I told them not to fix the phone and I will collect it unrepaired and take this up with Samsung SA. On the same day 28th March 2024 I raised a complaint with Samsung South Africa and Vaughn provided me a reference number advising he will investigate.

He comes back to me on 8th April 2024 telling me that he's spoken to the service center that looked at my device and they are saying it's physical damage(which is nonsense to me) I said I know what the service center found hence I'm raising it with you at Samsung. If you was just going to tell me the same thing they said without even assessing my device then what's the use raising a complaint with Samsung directly.

A few days after that a lady contacted me from Samsung asking if I was happy with the resolution of my case and I was like huh no what are you talking about?

I said Vaughn called me and told me that the phone is broken due to physical damage and theres an internal crack without Samsung themselves even assessing the device. This lady said they provided me feedback via email which I told her I did not receive. She called out an email address that was nowhere near the email address I'd given them on my initial phone call when I logged the complaint. She asked me for my correct email address which I'd given her and told me once Samsung has given me this feedback I must take it up with the Ombudsman.

I was absolutely shocked at this obviously now irritated, I said sure no problem. I haven't received an email since and had I known that this screen was going to give me issues which of no fault being mine I'd have never bought this device. I have many family and friends that can bare testament to how this screen basically broke in stages.

I'm not willing to pay this R16k to have the inside screen fixed because it was no fault of mine. If it was my fault I'm happy to fix at my own cost but it's not and is clearly an issue with these devices. Below is pictures and a video of a friend of mine that has the exact same issue with his Samsung Z Fold 4. I told him rather approach Samsung to fix this now as they are giving me endless excuses regarding the fixing of this screen.

I put up this post on my Facebook and another friend is experiencing the exact same issue with the same device. To this day I've received no feedback on email from Samsung and still have a broken inside screen. Samsung please look at the poor and dismal service you'll provide to loyal customers in South Africa.