1. jhimmel's Avatar
    Some may be user error, some may not. My opinion is that if this is indicative of what will happen when a substantial number of these are in user hands, Samsung is going to suffer some embarrassment. Hopefully it's not as bad as it seems at first glance, and that this is somewhat overblown.
    Today 06:54 AM
  2. jcp007's Avatar
    If it turns out that three of the production units were damaged due to user error and the fourth one had some defect, that represents 1 of 40 preproduction units. If my math is correct, that a 2.5% defect rate.

    The major takeaways for Samsung.

    Don't assume that tech bloggers, even though they were aware of the new screen tech, are like the person who spurred the warning label on a cup of coffee by not taking personal responsibility and exercising common sense to make avoid being burned by a boiling hot liquid. With so much experience with glass displays, I totally get that habit would make removing the screen protector normal but the Fold is not a normal device.

    I also acknowledge the benefits of hindsight and that I don't make my living with product sponsors and monetization. I realize that the tech bloggers have huge reputations to protect and subscribers to keep informed to the best of their ability.

    In the retail units, emblazon the plastic wrap with a neon yellow warning, include the warning on every packaging surface, and put multiple printed warnings in every box. This will make people that have on a remote island and are just now arriving home. Personal responsibility aside. Human nature always finds a way to get it wrong and rush to judgment pointing fingers without all the facts.

    Allow new owners more latitude on insurance claims, even waiving the deductible for six months for issues that are clearly no fault of their own. In all cases unrelated to personal negligence, replace the device even if repairable.

    Investigate and immediately publish all findings that are demonstrable to the extent possible the likely causes for the failures and defects. Use the findings with ongoing research and enhancements to launch an awesome Fold 2.
    Today 07:04 AM
  3. brau0303's Avatar
    My 2 cents..
    -As has been said this is a gen 1 device, There will be some issues. I would think Samsung will be prepared for this.
    -We need to remember that up until the last few generations of devices we had to be careful of moisture and dust intrusion. so now we leap forward with an entirely new type of device we once more have to be aware of such things.
    -I can't speak for anyone other than myself, When I get something that represents a very new type of tech, I want to understand how it works and how to keep it working properly so I read and research.....

    Cheers,
    BR
    Today 07:22 AM
  4. clerk's Avatar
    Are we 100 sure the verge unit was a result of user error? Has it been confirmed the defect was clay getting inside?
    Today 10:47 AM
  5. alanjc's Avatar
    Are we 100 sure the verge unit was a result of user error? Has it been confirmed the defect was clay getting inside?
    Even they think that's what it may have been burried way down in the article. We're still waiting to see if Samsung will call them out.
    Today 11:03 AM
  6. Mike Dee's Avatar
    Are we 100 sure the verge unit was a result of user error? Has it been confirmed the defect was clay getting inside?
    Even if it is user error that means something has the ability to enter the hinge.
    Today 11:24 AM
  7. jcthorne#AC's Avatar
    I think it's a bit premature to start expecting them to include that and there is a deductable and a limit to the amount of claims.
    For an unknown design like this there should be neither a deductible nor a limit (or a large one) on number of replacements. Should be as simple as its broke, the send you a replacement next day air with a return mailer inside. You have 14 days to return your dead one or be charged for the replacement.
    Today 11:53 AM
  8. cbreze's Avatar
    I would have a major concern that the plastic screen cover would eventually get dirty and start to peel around the edges. There's just to much that can go wrong with a thin , plastic, folding screen. I'll look forward to see how it holds up for actual real world users.
    Today 11:54 AM
  9. Mike Dee's Avatar
    For an unknown design like this there should be neither a deductible nor a limit (or a large one) on number of replacements. Should be as simple as its broke, the send you a replacement next day air with a return mailer inside. You have 14 days to return your dead one or be charged for the replacement.
    Sounds great to me but not a realistic expectation. A new design purchase such as this one should be made with throwaway money and the device handled with care.
    Today 11:57 AM
  10. alanjc's Avatar
    Even if it is user error that means something has the ability to enter the hinge.
    Why wouldn't it? We already know it's not a sealed unit
    Today 11:57 AM
  11. Mike Dee's Avatar
    Why wouldn't it? We already know it's not a sealed unit
    We knew it wasn't water resistant. That's quite a bit different than large particulate entering the device if that's what happened. If you're comfortable with that thought buy it. I personally wouldn't recommend anyone buy this thing, but my advice isn't worth that much and I don't have the right to tell people how to spend their money.
    Today 12:10 PM
  12. jcthorne#AC's Avatar
    Sounds great to me but not a realistic expectation. A new design purchase such as this one should be made with throwaway money and the device handled with care.
    I expect a company to take responsibility for defects in design. Change the terms I proposed to suit the lawyers but all I am suggesting is that Samsung make it very public they will stand behind these devices. One year needs to be the minimum as that is when most contracts allow unrestrained trade ins or upgrades.
    Today 12:10 PM
  13. alanjc's Avatar
    I expect a company to take responsibility for defects in design. Change the terms I proposed to suit the lawyers but all I am suggesting is that Samsung make it very public they will stand behind these devices. One year needs to be the minimum as that is when most contracts allow unrestrained trade ins or upgrades.
    From what I've seen, you get 1byear Samsung care for accidental damage and water damage plus whatever warranty your country gets you.
    Today 12:12 PM
  14. Mike Dee's Avatar
    I expect a company to take responsibility for defects in design. Change the terms I proposed to suit the lawyers but all I am suggesting is that Samsung make it very public they will stand behind these devices. One year needs to be the minimum as that is when most contracts allow unrestrained trade ins or upgrades.
    That's not going to happen. I'd rather just sit back and wait for them to improve or abandon the idea. They're not getting my money as this point in time. That's all the insurance I need.
    Today 12:15 PM
  15. alanjc's Avatar
    That's not going to happen. I'd rather just sit back and wait for them to improve or abandon the idea. They're not getting my money as this point in time. That's all the insurance I need.
    That's great then. Thanks for your valuable insight in to a product you don't want to buy, and haven't read enough about to understand they are doing a lot for the consumer who does choose to buy it. Or that all of the issues so far seem to be user damage.
    Today 12:17 PM
  16. Mike Dee's Avatar
    That's great then. Thanks for your valuable insight in to a product you don't want to buy, and haven't read enough about to understand they are doing a lot for the consumer who does choose to buy it. Or that all of the issues so far seem to be user damage.
    That's how the forum works. It's an open discussion. And please don't judge what I've read or haven't read or understand, because that becomes personal and that's not why we are here.
    Today 12:21 PM
  17. clerk's Avatar
    From what I've seen, you get 1byear Samsung care for accidental damage and water damage plus whatever warranty your country gets you.
    I have not seen anything official on this. Would certainly make me feel more comfortable.
    Today 12:26 PM
  18. o4liberty's Avatar
    Too early on to order a device like this, I can already see issues with the size and screen issues. With the high price it's not worth it IMO I would wait until they work all the bugs out.
    Today 12:50 PM
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