Controversy over the durability of Samsung Electronics’ Galaxy Z Flip is emerging again. Z-flip consumers are complaining that even though it is a foldable smartphone designed to be folded and unfolded, some customers are responsible for the damage to the liquid crystal that occurred in the folded part. In particular, customers are complaining one after another as it is pointed out that the criteria for determining free repairs are ambiguous. According to related industries on the 4th, Samsung Electronics’ official online community “Samsung Members” and Naver Internet cafe “Samsung Smartphone Community” are complaining that liquid crystal damage has occurred in the folding part of the Z-flip. Consumers who visit the service center are also questioning the criteria for determining the target of free repairs. The Z Flip, which was released in February, attracted the attention of the industry and consumers with a smartphone that can be folded and unfolded in half. Along with the tablet-sized Galaxy Fold, it was also in the spotlight as a new type of next-generation foldable smartphone. However, customers’ complaints are also increasing as the liquid crystal continues to be damaged in the area where the smartphone is folded. Recently, such a problem has risen to the surface again because of a post posted on Samsung Members on the 23rd of last month. A member of Samsung Members, who identified himself as a Z-flip buyer, posted a picture of the broken LCD of the folded part and criticized the service center’s attitude of driving the damage to consumer negligence. He said, “When I visited the service center, I told him more than $400 for the repair of the cell phone that was less than three weeks old,” adding, “I was angry at the employee’s saying, ‘Don’t come again after the paid repair.'” Z Flip’s insurance policy is essential.
In this regard, a Samsung Electronics official said, “We fully explained the repair policy to the customer and the repair was carried out due to the customer’s understanding,” adding, “The center staff said, “We gave it to the customer in the hope that the device would be used well without failure.” However, as a reconstructed post spread to the online community, the durability of the Z Flip has been controversial. In fact, it is confirmed that about five articles have been posted on the Samsung smartphone community complaining of liquid crystal damage in the folded part of the Z Flip since October. In addition, many consumers seem to have doubts about the standard for free repair of Z-flip’s liquid crystal break. This is because even though they complained of similar symptoms, some consumers received free repairs and others were decided to pay for repairs. Samsung Electronics is currently making a judgment on whether to repair it free of charge based on consumer negligence, but questions remain about how to determine the scope of consumer negligence. In fact, some customers share their opinions that they are partially satisfied with Samsung Electronics’ AS, but say that the standard for free repair of liquid crystal is difficult. A netizen from Samsung’s smartphone community posted a statement of repair costs and said, “The driver in charge saw it and said that the liquid crystal was broken due to consumer negligence.” “When I asked where I damaged the liquid crystal, I pointed to the wound on the folding part because the protective case did not touch,” he said adding, “It was unfair that I didn’t really drop it.” I wanted to ask an expert to find out if the screen was really broken due to my negligence,” he said. Another netizen said, “There may have been an unrecognizable shock, but I wonder what the standard of the shock is and whether it is a lucky draw,” adding, “I don’t know why I can’t get an answer for a certain reason.
” I don’t think there’s any other way but to not use it,” he said.It costs around $600 to replace the Z Flip’s liquid crystal. If the existing Z Flip’s liquid crystal is returned to the service center, the repair cost will fall to $460, but it will be burdensome for consumers. In addition, if you subscribe to the Z-Premier service, which is an insurance policy for display damage, you can get up to 70 percent discount, but some users seem to be still being informed of the price of 400,000 won. In this regard, Samsung Electronics explained that customer negligence is a principle of paid repair and product defects are free repair, and that ultra-thin glass (UTG) applied to Z-flip is different from existing glass, guiding customers’ precautions. An official from Samsung Electronics said, “In principle, customer negligence is paid repair and product defects are repaired free of charge,” adding, “We have prepared a separate guide and distributed it to all service centers.” The Galaxy Z Flip is a display product different from the existing glass because UTG is applied, he said. “There are things to be careful about when using it, and Samsung Electronics is guiding it to product screen stickers and instructions when purchasing the product.” Samsung, which introduced a new genre of spot phones as folder phones, seems to be handing over the responsibility to consumers for its lack of durability. If we have to save Samsung’s products too carefully, can we grow into a new genre of mobile phones? It is questionable whether it is right to go to devices that do not consider the consumer side.
SOPHIA KIM
ASIA JOURNAL
