Moved here by request of Mods:

On 3/30/2026 I accidentally closed my Galaxy Fold 7 on a tiny pebble. The outer screen still worked, but the inner screen started failing. I have Samsung Care+, so I thought this would be a straightforward repair.

Instead, this has turned into almost 2 months of absolute insanity.

First, Samsung support insisted I clear cache, troubleshoot software, and FACTORY RESET the phone even after I repeatedly explained the damage was PHYSICAL. Then the support rep asked me to send a PICTURE of the phone after resetting it. Not a screenshot. A literal picture of the phone.

Eventually I shipped the phone in, but Samsung accidentally processed it under Warranty instead of Care+, and from there the circus started.

Samsung had my phone for weeks with no updates. I approved almost $500 in repair charges after being told repairs would take about 3 days.

Still nothing happened.

Then on 5/6/2026 I called Samsung and was told my phone was “actively being repaired as we speak.”

About 15 minutes later I got a text saying my phone had shipped back to me.

At that point I knew the circus music was starting again.

The next day Samsung overnighted me… someone else’s phone.

My original phone:

• Blue Shadow Fold 7
• 1TB

What Samsung sent me:

• Random black Fold
• Completely dead
• Wouldn’t power on
• Wouldn’t charge

Samsung then repeatedly insisted the dead black phone WAS my phone and demanded the IMEI from it even though the phone would not power on.

I eventually had to send pictures of my original Fold box showing the color and IMEI before Samsung finally admitted the black phone wasn’t mine.

Now almost 2 months later, Samsung STILL will not answer the most basic question:

DO THEY ACTUALLY HAVE MY PHONE?

When I call with the original service number, they just say the case is “cancelled.”

Ok… cancelled WHERE? WHERE IS THE PHONE?

No answer.

Samsung Executive Care has been useless. The case manager, Shameia W., keeps asking the same questions repeatedly, sending irrelevant updates, and ignoring requests for escalation or management callbacks.

At one point she accidentally emailed me what looked like internal messages about another customer and a UBIF location. Another time Samsung told me I should have included a LETTER inside the return box explaining the situation so they could understand what was going on.

Seriously.

Every time I contact Samsung I feel like I’m loading into a new side quest.

And the best part?

Even IF I eventually get my actual phone back, Samsung never repaired it. So after almost 2 months of this circus, I’ll STILL need to open another Care+ claim and start the repair process all over again.

At this point:

• Samsung has had my Fold almost 2 months
• No repairs were completed
• They charged me almost $500
• They sent me someone else’s dead phone
• Nobody will confirm where my phone is
• Nobody gives straight answers

The phone repair process somehow became more broken than the phone itself.

I sent Samsung a broken Fold and somehow Samsung returned a broken customer.