On March 27, 2024, we purchased a Samsung Z Fold5 device from the Bandırma Vatan Computer branch. While the device was still under warranty, a black line appeared along the fold area of the inner screen, and shortly after that, the touchscreen in that area completely stopped working. As soon as the issue occurred, we did not wait and brought the device to Bandırma Vatan Computer on January 10, 2026, since it was still under warranty. During the drop-off process, the device was carefully inspected by both us and the store staff to check for any impact, scratches, or physical damage, and it was mutually confirmed that there was no impact or visible damage on the device.
We were then informed that the data on the phone would be erased, so we were asked to back it up. For this reason, the device was returned to us temporarily, and after completing the backup, we delivered it again on January 12, 2026. During this process, service record number 4291588678 was created. However, Samsung’s technical service later claimed that the device had impact damage, classified the issue as user fault, and stated that the repair would not be covered under warranty, demanding an approximately $610 repair fee.
Considering that Vatan Computer accepted the device as having no impact or scratches at the time of delivery, the technical service’s claim of impact damage and user fault is contradictory and, in our opinion, unfair. We believe that the issue affecting the inner screen, particularly at the folding point, is a manufacturing-related defect that occurred during normal use. Furthermore, based on our online research, we have found that many Samsung Z Fold users, especially Z Fold5 owners, have reported similar inner screen failures at the fold area, and there are numerous comparable complaints already documented.
Despite the ongoing warranty, instead of being charged a high repair fee, we request that this defect be evaluated under warranty and that the device be repaired free of charge or replaced if possible. We do not accept being held responsible for user error on a product that was confirmed to be impact-free and scratch-free at the time of store delivery, and we urgently request that Samsung and its authorized service resolve this grievance without delay.
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