I have a Galaxy Fold 4. It was all normal before I encountered a line on the centre of the main display and within an hour the left side of the main display started flickering. I immediately visited the Authorised Service Centre. There was no physical damage on the phone except from a 4 months' old extremely small dent which had no impact on the phone. The service centre personnel started preparing the jobsheet and he incorrectly mentioned that instead of mentioning the real issue, he mentioned that i had approached him for physical damage. I immediately corrected him and inisisted to write the correct reason of visit i.e. defective display. He corrected the same but still whe i saw the jobsheet recd on e-mail from samsung, he had himself mentioned that the phone was out of warranty, whereas the phone is covered under full warranty.
The service centre personnel was confident that the claim will be rejected due to that minor dent. However, I was very sure that since the dent has nothing to do with the screen issue, the technical team from samsung will do the justice. In case, the technical team's opinion is that the display issue has arose owing to some physical damage, the team will provide its remarks and the decision will be transparent and unbiased and in accordance with warranty conditions.
The response from so called technical team was "mid level dent on hinge found which damages device con to con so
this is customer misuse & support in OW only as verified on visual support".
This was ridiculous! Where is the technical opinion? How did the technical team form this opinion that the 4 months old dent in the below is capable of damaging the display in future and that the reason of line appearing on the centre of display is this dent. Where is the misuse which has damaged the display?
As a Samsung patron for so many years, it was disappointing to know that after buying the top of the line product from Samsung, we will be left at the disposal of couple of people representing Samsung for deciding how the customer is treating its product. Also this whole process lacks transparency. I got these details only when i had to insist the service centre for it.
My product has developed a malfunction and is covered under warranty. Hence the damage be rectified. As simple as that! But somehow the whole process makes me doubt the intention of the company as well as of the service centre.
