Extremely Disappointed with Samsung Customer Service and Galaxy Z Fold7 Reliability
BEWARE! Extremely Disappointed with Samsung Customer Service and Galaxy Z Fold7 Reliability I purchased a brand-new Samsung Galaxy Z Fold7 five months ago expecting a premium flagship experience. Unfortunately, my experience has been the complete opposite. After only a short period of ownership, my device required two separate Samsung warranty repairs, yet the problems remain unresolved. After the second repair, the phone still cannot perform one of its most basic functions — connecting to a cellular network. The device cannot activate or add an eSIM, and the eSIM setup remains stuck indefinitely on “Searching for eSIM.” A factory reset was completed, and the phone was restored from Samsung Cloud, but the issue continues. What has been equally disappointing is Samsung’s customer support experience. My assigned Samsung Customer Care representative has not responded to two separate emails requesting assistance and an update. After multiple repair attempts and ongoing device failures, the lack of communication has been unacceptable. Furthermore, I have also sent multiple messages to Samsung ‘email the CEO’s office’ that is listed on the Samsung’s support page. NO RESPONSE to date. I purchased a Galaxy Z Fold7 because I trusted Samsung’s reputation for innovation and quality. Instead, I have spent significant time troubleshooting, working with Cellular support team, and sending a device back to Samsung for repair — only to still have a phone that cannot reliably function as a phone. At this point, after two unsuccessful repairs, I am requesting a replacement device rather than another repair attempt. Samsung needs to recognize that premium pricing comes with premium expectations for both product reliability and customer support. I hope Samsung takes this feedback seriously and improves both the quality control of its flagship devices and the ownership experience for its customers.