I can feel my blood boiling for you. In fact I'm in the market for a new phone and stories like this make me actively want to avoid Samsung. As companies get larger and larger they will tend to make choices that are suboptimal to consumers.
Cynical me says that Samsung is seeing above average warranty claims on these foldable phones. Thus they need to get them down so some manager somewhere decides that they will enforce the policies more strictly with small scratches and dents outright disqualifying claims. Lo and behold this reduces the warranty claims paid out but in the grand scheme of things completely demolishes any customer loyalty.
I wonder if author reached out via twitter or some other social media channel to have Samsung comment.
Also I have to think what Apple or Google would do. I'm pretty sure Apple would just straight up repair the phone with very few questions (that has been my experience). Google you'd have to go through a longer warranty process but my guess is they'd be more lenient and eventually you'd get a new or repaired phone.
As companies get larger, they tend to make choices that benefit individuals within the company, at the expense of the company at large.
Somebody was told to invent a new type of phone, something that will "wow" people. That's the flip phone.
Somebody was told that the warranty claims were coming in too fast, and need to be reduced.
Same reason people at Google keep launching new products. It doesn't make Google look good, it doesn't achieve Google's goals, it makes L5s promotable to L6s.
>I'm pretty sure Apple would just straight up repair the phone with very few questions
You were lucky, the reality is that sometimes Apple pretens an issue does not exist and only after a big action lawsuit is started they suddenly they become generous and offer to fix the problem. So the first people that had a bad experience before the lawsuits are in much smaller number and their experience is crushed by the rest that praise Apple for the generosity of fixing their mistakes after they are forced by external stuff.
You can't quantify customer loyalty like you can quantify warranty claims so you can burn the former to improve the latter, maybe even get a promotion for doing so, then move on and let someone else deal with the long term consequences.
It's sad but I've accepted that this is how most companies are today.
One way to avoid getting burned is to only buy what you actually need when you actually need it.
Cynical me says that Samsung is seeing above average warranty claims on these foldable phones. Thus they need to get them down so some manager somewhere decides that they will enforce the policies more strictly with small scratches and dents outright disqualifying claims. Lo and behold this reduces the warranty claims paid out but in the grand scheme of things completely demolishes any customer loyalty.
I wonder if author reached out via twitter or some other social media channel to have Samsung comment.
Also I have to think what Apple or Google would do. I'm pretty sure Apple would just straight up repair the phone with very few questions (that has been my experience). Google you'd have to go through a longer warranty process but my guess is they'd be more lenient and eventually you'd get a new or repaired phone.
Samsung is losing hard here.