Recently, consumer Ms. Hu reported to The Paper Quality View Complaint Platform (https://tousu.thepaper.cn) that the Samsung Z Flip4 folding screen mobile phone she purchased in December last year recently had cracks, splash screen, black screen and other problems, but when she went to the offline maintenance point for repair, the staff refused the warranty on the grounds of man-made damage without any testing, and asked Ms. Hu to pay 3,200 yuan to repair the screen.
Ms. Hu's mobile phone screen folding part has obvious cracks Photo provided by interviewee
Ms. Hu believes that the mobile phone is still under warranty, and its damage is not man-made, and the repair cost should be borne by Samsung after-sales service.
After receiving Ms. Hu's complaint, The Paper contacted Samsung's official customer service staff. The other party said that if the consumer does not recognize the offline maintenance results, he can apply for return to the factory for maintenance, and the professional will determine whether the warranty conditions are met after identifying the cause of the failure; If there is still dissatisfaction with the follow-up processing results, consumers can also feedback information to customer service and contact the relevant person in charge to discuss solutions.
At present, Ms. Hu said that she will first contact customer service for the return of the mobile phone for maintenance.
Consumer complaints:
Ms. Hu said that she spent more than 10,000 yuan to buy a Samsung Z Flip4 folding screen mobile phone in December last year, when the merchant promised her a "one-year warranty", and said that the folding screen mobile phone could withstand 200,000 times of unlimited folding. Ms. Hu said that after using the phone for several months, she gradually noticed that there were small cracks near the folding area of the phone, but did not pay special attention. Until the end of July, Ms. Hu found that the mobile phone had a splash screen failure while charging, and even a semi-black screen appeared that night.
The photos provided by Ms. Hu show that the folded area of the phone's screen has produced obvious creases and cracks, and the image cannot be displayed normally after the screen is brightened.
The phone screen is no longer displaying properly Photo courtesy of the interviewee
After discovering the problem, Ms. Hu contacted Samsung customer service and came to the after-sales service store in Guanyinqiao, Chongqing on July 31 under the guidance of customer service. Ms. Hu said that the staff refused the warranty without any instrument testing, believing that the damage to the inner screen was caused by man-made and needed to spend 3,200 yuan to repair it by herself.
"I think this (practice) is very unreasonable, he (the staff) himself admitted that he did not see any traces of bumps and falls from my mobile phone, but he did not rule out the possibility that I damaged the inner screen, and I had to repair it at my own expense." Ms. Hu said she had also seen many posts from consumers with similar situations online, and "felt that this [practice] was too irresponsible."
In addition, when Ms. Hu asked the customer service to provide the consultation telephone number of the repair point, the other party said that the outlet was busy and did not set up wiring, and its business was only accepted by direct appointment by customer service.
Ms. Hu believes that her mobile phone is still under warranty, and the Samsung repair point has no evidence to prove that the damage to the inner screen is caused by man, and the latter should bear the normal warranty obligation.
Screenshot of Ms. Hu's chat history with customer service Photo courtesy of interviewee
Corporate response:
After receiving Ms. Hu's complaint, The Paper contacted Samsung's official customer service staff to inquire about the matter.
The customer service said that the offline maintenance price of the inner screen was actually 3890 yuan, including 130 yuan of labor costs. To determine whether Ms. Hu's inner screen damage is covered by the warranty, it needs to be tested: "If the consumer does not recognize the offline test results of our engineers, they can return to the factory." The customer service said that after the mobile phone returns to the factory, a special maintenance engineer will detect and identify the cause of the failure, and determine whether it meets the warranty conditions according to the test results.
In addition, the customer service also said that if consumers are still dissatisfied with the results of returning to the factory for maintenance, they can feedback relevant information to the customer service: "Our side directly feedback your information to the person in charge, and the person in charge will take the initiative to contact you and then discuss this issue with you." ”
At present, Ms. Hu said that she will contact customer service for the return of the mobile phone for maintenance and wait for the follow-up results.