Monika

Dear Sir or Madam,
I am writing to formally complain about the unjustified rejection of my warranty claim regarding my mobile phone Samsung Galaxy Z Flip 4.
The phone has developed a crack along the folding area, extending from hinge to hinge. This damage was not caused by a fall, impact, or improper use on my part. The device has been used correctly and in accordance with the manufacturer’s guidelines at all times.
When I contacted your customer service by phone,I spoke with Mrs.Bee, I attempted to explain my situation. The representative I spoke with acknowledged that manufacturing defects are covered under warranty and even stated that she understood this to be a factory defect. However, despite this, she refused to accept my claim and did not provide a clear or detailed explanation for the rejection, repeatedly stating only that she understood my position but still had to refuse the warranty claim.
I requested to speak with a manager, but this request was denied. I was also promised a call back, which I am still waiting for, despite a significant amount of time having passed since my call.
Additionally, I consulted a qualified technician, who confirmed that this is a manufacturing defect not caused by user damage, and that it is a known and relatively common issue with this model.
I still have a contract for another year, and I do not understand why I should be forced to live with uncertainty as to whether the phone will remain usable for such a long period. If the situation worsens and the phone becomes unusable, I may be forced to purchase a new device while still paying for this contract, resulting in two active contracts, which I consider highly unfair and unreasonable.
I therefore request that my warranty claim be reviewed again and properly reconsidered, and that I receive a clear written explanation of the decision. I expect a fair resolution in line with consumer rights and warranty terms.
I look forward to your prompt response.
Yours faithfully,
Monika