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At the end of the 90s, few things said ‘the future’ like a flip phone. But with the smart phone revolution, flat, touch screens took over. Until 2018, when some manufacturers thought they’d cracked it. The foldable smart phone. A touch screen that you could fold in half, unfold and it would still work perfectly – it sounded too good to be true.

In fact for some, it was. Teething problems affected some early models. However last year Samsung released its best-selling versions yet, the Samsung Fold and Flip 4. Promising these could be folded over 200,000 times without damage.

Paul McLaughlin bought his Samsung Fold 4 in August 2022, for £1,699. Six months later, things weren’t right. He told us what happened.

“I was trying to refold the phone, the phone didn’t fold completely which obviously for a foldable phone is far from ideal.”

He went back to Samsung to complain.

“They honoured the warranty. They sent the phone back to me repaired.” He told us.

But in September Paul found the repaired phone developed a problem.

“Beginning of September, I went to refold the phone, same issue that I had before, the phone doesn't fully fold”. He added.

Paul went back to Samsung again, but this time he didn’t get the response he’d expected.

“I get an email saying the phone doesn't qualify for repair under warranty.”

This time, Samsung said Paul would have to pay to repair a scratch on his screen, before it would repair his phone fully. Paul told us how he felt.

“I was absolutely astounded. Because It was a few small scratches on the external screen, it didn't interfere with the functionality of the phone. “

Paul now faced paying £169 to fix the issue, which left him angered.

“I felt I had no choice that if I wanted to get my phone back and have the fold repaired I would have to pay”.

Paul’s not the only customer facing resistance when it comes to repairs - Andrea got her Samsung Flip 4 in September 2022. She told us about her experience.

“I was just so impressed with my new piece of kit and then it went wrong. It started to click, every time I open and closed it. The middle part of the screen popped where the hinge is, and then you could watch it bleeding black ink” She said.

In the eight months before the screen blacked out, Andrea’s Flip 4 had been subject to the usual wear and tear – but nothing she thinks could have caused the fault.

“The handset’s got a tiny little mark and they basically said I’ve damaged the phone, ‘we want £420 to fix it.’ And I said I’m not paying you £420 when there is clearly a design fault.”

The ´óÏó´«Ã½’s technology editor Zoe Kleinman, gave us her opinion on the new technology behind these phones.

“I think there is a massive design challenge there. It is really hard to get right. You use it a lot. It's got to be durable. It's got to be hard wearing and now it's also got to fold itself up too. I think it's getting better. But it doesn't go away, this sense that actually they don't last as long as perhaps they should.” She said.

She also added

“I'm surprised that Samsung wouldn't be more open to people saying you know, I've got a problem here. It's a top end top dollar product. They are marketing it as a durable and cool and reliable handset.”

Samsung Response

“Samsung is dedicated to delivering the high level of durability consumers expect from a premium smartphone. These flexible devices are put through a series of rigorous reliability tests to meet the highest industry standards possible.

“Samsung is committed to giving customers peace of mind. We honour all warranties and also offer Samsung Care+ which is an insurance product for accidental damage and repairs. For detailed Samsung Care+ information, please visit https://www.samsung.com/samsung-care-plus/.

“Samsung takes every customer concern very seriously. We listen and learn from our customers to enhance each generation of our devices. We offer all customers help and support, and if required, repairs for both in Warranty and Out of Warranty products. Every case that is brought to our attention is reviewed on an individual basis to try and resolve a customer product issue or complaint.

“We have been in direct contact with Paul McLaughlin regarding his mobile device complaint. The folding mechanism of his device was inspected and found to be functioning properly. We believe the matter has now been fully resolved with the customer.

“In the case of Andrea, it was determined, upon full inspection, that an in warranty repair could not be conducted, and we have provided her with a quote to repair the device out of warranty.

“At Samsung, we know our users value a durable phone. The Galaxy Z series is held to Samsung’s rigorous durability standards ensuring longevity and reliability.

“We hold our foldable devices to rigorous durability standards. Samsung's Ultra-Thin Glass enables a flexible display, essential to the foldable experience. Bureau Veritas, a world leader in product testing, once again certified that this key element of the Z series can be folded over 200,000 times while maintaining its durability and strength.”