Samsung Z Flip 5 Screen Line & Broken Bezels After Multiple Repairs

Brand/Model: Samsung Z Flip 5

Issue: A line has formed along the fold of the screen, and the plastic bezels on the folding edges have fallen off. I have experienced the same issues before, and the device has already been sent to service three times.

Process:

On 2025-01-30, I went to the Samsung Authorized Service Center in Mecidiyeköy (Istanbul) with a screen complaint; both the screen and the frame were replaced.

After the replacement, my screen-related issues continued.

On 2025-10-30, I brought the device back to the same service center and reported the line in the middle of the screen and the falling bezels. I was told it was user damage and “impact on the screen,” and was offered a paid repair.

My service order numbers are: 4283119777 (previous) and 4289995782 (latest).

I contacted customer service 7–8 times, but despite all my requests, I was repeatedly told it was “user damage/impact on the screen,” and no help was provided.

Warranty / Cost:

I purchased the device for $862.

My warranty was still active at the time of my last service visit; it expired on 2025-11-14.

At the last service visit, I was asked to pay $403 for the repair, which I refused.

My Expectations:

Since the same fault keeps recurring and the bezel/screen issues appear to be chronic in nature, I am requesting a free device replacement or a full refund.

I want a permanent solution rather than yet another repair. I kindly request that the “user damage” assessment be reconsidered, and that my service records and repeated failures be taken into account so that my grievance can be resolved.