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sebasjenn's profile

New Member

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2 Messages

Wednesday, October 26th, 2022 12:21 AM

Z Flip 4 is broken and no one wants to replace it!

I got the new Samsung Flip 4 about a month ago.  Just yesterday, the phone became useless.  The phone will only flip 1/2 way open, the screen is popping off right at the hinge and I can NOT use it as the touch screen will no longer work.  I have the warranty through AT&T/Asurion.  I went to an AT&T store.  The sales associate said that AT&T would not repair or replace it as it is a manufacturer warranty and I would need to call Samsung.  I called Samsung immediately and they would not replace it but made an appointment with a local repair shop.  I took it to the repair shop today.  They said that the parts for the Flip 4 are on backorder and is unsure of when they will be in. I went back to an AT&T store where they gave me yet another number to call for the warranty.  I called Asurion and they gave me yet another number to call.  I filed a claim online and it said to take the phone to an AT&T store.  There is absolutely no reason that I should not be able to take this phone to a store and get a replacement.  What am I paying $45 per month for when AT&T will not cover anything???  To say that I am disappointed and frustrated is a gross understatement.  This is not the first issue that I've had with AT&T, but it is certainly the worst. THIS NEEDS TO BE RESOLVED ASAP as this phone is needed for business and it's already been 2 days with a phone that does not work. I will be contacting corporate and filing a complaint with the BBB and FCC.  AT&T should be ashamed and embarrassed for the way they treat their customers.

Accepted Solution

Official Solution

ACE - Sage

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117.7K Messages

2 years ago

By the way based on your description of what's going on with the phone, your chances of getting a warranty replacement which would be free are close to zero. When they get that phone back they will no doubt accuse you of having abused the phone, they will call it physical damage, which voids the warranty. Asurion is the appropriate way to go. Asurion is not AT&T.   

Asurion is the largest mobile and electronic insurance provider.  You should make a claim for full replacements, they will ship you a replacement phone and you will have to ship them back the damaged phone. A full deductible will be charged.

(edited)

ACE - New Member

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637 Messages

2 years ago

Your 1 year warranty is through Samsung. The local repair shop Samsung referred you to is your POC for that. If they're out of the parts to repair it right now, that's the end. You can't say that no one will repair it.

Your coverage through Asurion is INSURANCE, which is not the same as a warranty. You can go through Asurion and file an accidental damage claim (and pay a deductible) to get a replacement faster but they're referring you back to the AT&T store because you keep saying WARRANTY.

ACE - Expert

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14.3K Messages

2 years ago

For warranty, you need to call AT&T customer service. The store can't help & Asurion would only be if you needed to use insurance to replace the phone (i.e., it wasn't covered by warranty). 

Call 800 331 0500 

Community Support

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232.3K Messages

2 years ago

We understand your frustration with wanting your Samsung Z Flip 4 fixed, @sebasjenn. Special thanks to our ACEs, @SoloTX and @MicCheck for their helpful input. 

 

We want to help. Let’s meet in a Direct Message to discuss escalating your inquiry. Please check your Direct Message Inbox (it’s the chat icon next to the bell icon in the upper right corner of the Forums).

 

We look forward to finding a resolution for you. Thanks for reaching out to AT&T Community Forums!

 

Nelson, AT&T Community Specialist

New Member

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2 Messages

2 years ago

My original post was because of the run-around I was getting.  I did purchase a warranty and was told by the AT&T associate that this is an extended warranty and not insurance.  Regardless if it is insurance or a warranty is irrelevant. The fact that I had to deal with 3 different AT&T stores, AT&T customer service, Samsung customer service, and Asurion before anyone even tried to help is obviously very poor customer service. Someone should've taken ownership instead of just passing me on to the next person to deal with it. 

ACE - Expert

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14.3K Messages

2 years ago

Regardless if it is insurance or a warranty is irrelevant

That fact that you can't articulate what you have or what you need to use is relevant. No one is a mind reader. If you aren't clear, it's going to be a lot of folks' natural inclination to make their best guess, know it's not them. 

I called Samsung immediately and they would not replace it but made an appointment with a local repair shop.  I took it to the repair shop today.

So you decided you didn't like that correct answer (at your 2nd stop) and then decided to figure out some way around it, and now are frustrated that trying to find your way around something has put you in a run around.

ACE - Sage

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117.7K Messages

2 years ago

I did purchase a warranty and was told by the AT&T associate that this is an extended warranty and not insurance.

Huh? 

Explain? 

Regardless if it is insurance or a warranty is irrelevant.

Huge difference, not irrelevant. 

Your device automatically comes with a one year warranty from the manufacturer, which does not cost anything.  Warranty covers defects in manufacturing.   Warranty does not cover physical damage, abuse, loss or theft. 

Insurance covers everything , including things not covered by your warranty.  If you are paying for insurance through at&t, it is posted on your bill every month as device protection. Basic protection is or was $9.99, full insurance is $17. If you are paying for this it is insurance, not the same as extended warranty. AT&T does not sell an extended warranty.

If you purchased device and protection directly through Samsung , that is both insurance and an extended warranty which covers the second year.   This means Samsung would cover defects in manufacturing for a second year , but it also covers accidents physical damage, loss and Theft.  The difference between warranty and insurance is the difference between free and a deductible. 

Just to sum up if you purchased Samsung's device protection plan, AT&T has no skin in the game. AT&T is simply your service provider for cellular service. AT&T is not responsible to warranty or in any way replace or repair your device it is entirely between you and whatever offer Samsung can make through their insurance policy.

So far your post has been clear as mud as to whether you have AT&T's  Asurion insurance, or Samsung's device Protection Plus.

(edited)

New Member

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1 Message

2 years ago

Somehow, the screen is not covered by warranty.

I got the Galaxy Z Flip 4 September 2nd and purchased the official case for it as well.  Two days ago I folded my phone and heard a crackling sound.  I opened my phone and noticed the crease in the middle of my phone where it folds.  I half folded my phone inspecting the device when the LCD screen began to blacken from the middle and spread.  I went straight to the AT&T store and was advised to go through Samsung, the associate could easily get me a new phone, but it would cost $250 with insurance.  I then called Samsung who recommended I take my phone to Best Buy or UbreakIfix for a repair under warranty.  

I went to Best Buy as it was closer and familiar when the associate explained along the lines that they are not able to repair the phone as the contract or negotiations with Samsung are not finalized but was directed to UbreakIfix.  There, the technician told me his company would be charged by Samsung as the marks on the hinge "indicated fall damage," which would void the warranty.  The case is aluminum, the hinge is exposed with the official case.  He would not repair my phone.  Two authorized repair shops, not able to make repairs.

After calling Samsung customer service again, I was told to mail in the phone for a technician to inspect and repair as required.  The next day I received an estimate of $237 to repair the phone as it was "out of warranty," and the screen is not covered and likely because of suspected fall damage.  That my options were to pay and repair a phone that was in use less than 90 days, protected by their own case, or have it mailed back as is.  

The phone is advertised as durable, and yet when the screen breaks under normal use, the company ignores the repair.  I used the official case which leaves the hinge exposed.  The day my phone's screen began to degrade, it never touched the floor.  It was in my hand.  My issue is not with AT&T's policy, and the associate was very helpful, but know that if you get this phone and the screen begins to degrade as mine did, you might be footing the bill to repair or replace and mine was in use less than 90 days. 

ACE - Sage

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117.7K Messages

2 years ago

@acr89

Just to be clear...

Samsung phones are a Samsung product.  Any defects are on Samsung.  Physical damage like both you and the OP describe voids the warranty, even though you didn't drop the phone.  

Insurance is Asurion, and is not an AT&T product, it's a 3rd party.  Asurion sells insurance through most carriers.  As well as Amazon and other retailers. 

In my opinion, folding phones are not ready for prime time.  It's a flawed idea.  

My advice is do not buy

New Member

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1 Message

1 year ago

I have had the same issue with me flip 4. It's useless and no one will fix the issue! I as well need my phone for work so it's been about a week I've been without and also without work. This is absurd and I hate that I ever even got the phone. 

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