Phone warranty question

PragmaticMoneySaver

The problem with your problem is that the 'crack' is invariably (99 times out of 100) in the factory fitted protector and not the actual screen itself - the protector is almost sacrifical.  This is an easy repair for them under warranty and very cheap in terms of parts.  The subsequent damage is more than likely to be actual LCD damage which is a very costly repair and importantly is not connected with the alledged manufacturing fault.Type your comment

stephenperry

Thanks for the comments all. Yes I was mixing the manufacturer warranty and the protections offered by consumer rights.

I understand that the warranty is void and I have moved on to asking for the phone to be repaired or replaced under the consumer rights act as the crease (the folding part) is clearly not durable. There is a wealth of evidence online of others having the same issue which is what I am using to demonstrate proof of a manufacturing issue as opposed to user damage. As I purchased the phone from Samsung, they are responsible for this.

I have written confirmation from Samsung that the issue with the crease should be repaired under warranty but will be as my warranty is void due to the other damage. To me this satisfies the burden of proof that it's a manufacturing issue but interested in comments.

I have insurance which allows me to have the phone replaced for £100 so this is a point of principle rather than trying to avoid a hefty repair bill. As others have mentioned, the technology for folding screens is clearly not fully ready and while I was aware of the risk when purchasing the phone, I should not be liable for the cost of this undercooked tech.

born_again

stephenperry said:

Thanks for the comments all. Yes I was mixing the manufacturer warranty and the protections offered by consumer rights.

I understand that the warranty is void and I have moved on to asking for the phone to be repaired or replaced under the consumer rights act as the crease (the folding part) is clearly not durable. There is a wealth of evidence online of others having the same issue which is what I am using to demonstrate proof of a manufacturing issue as opposed to user damage. As I purchased the phone from Samsung, they are responsible for this.

I have written confirmation from Samsung that the issue with the crease should be repaired under warranty but will be as my warranty is void due to the other damage. To me this satisfies the burden of proof that it's a manufacturing issue but interested in comments.

I have insurance which allows me to have the phone replaced for £100 so this is a point of principle rather than trying to avoid a hefty repair bill. As others have mentioned, the technology for folding screens is clearly not fully ready and while I was aware of the risk when purchasing the phone, I should not be liable for the cost of this undercooked tech.

Just because they have said it would be fixed under warranty does not make it a manufacturing fault. Just that it is something that they cover under the warranty.

What outcome are you looking for here from them?
As this has to be the main focus. Given that the phone has now been damaged that has voided the warranty.

stephenperry

The outcome I was looking for is to have samsung fix the issue with my screen without having to pay for it.

Perhaps I am being unrealistic but it does feel very unfair that an unrelated event negates Samsung's responsibility to supply a durable product.

SiliconChip

stephenperry said:

The outcome I was looking for is to have samsung fix the issue with my screen without having to pay for it.

Perhaps I am being unrealistic but it does feel very unfair that an unrelated event negates Samsung's responsibility to supply a durable product.

It could be argued that if the screen is replaced under warranty now it would be betterment as you'd have a phone with a brand new, undamaged screen, which isn't what you have at the moment due to the unrelated damage. What you'd be entitled to would be a screen without the crease damage but with the later damage. As it's not really feasible to do that one option might be to offer a part payment for the replacement screen.