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Home / Tips and Tricks / Galaxy Fold Fine Print: Buy a Fold, and the Samsung customer service is literally coming to you

Galaxy Fold Fine Print: Buy a Fold, and the Samsung customer service is literally coming to you



  Samsung Galaxy Fold-3

The redesigned Galaxy Fold is delivered by a dedicated customer service team. We really mean .


Angela Lang / CNET

Samsung announced that the company was delayed in the revision of the Galaxy Fold the due to design issues on its 7.3-inch interior screen, the feedback early reviewers to heart took. This could be the case: CNET even predicted one of these changes, a customer service division dedicated exclusively to the owners of Galaxy Fold . Called the Galaxy Fold Premiere Service, Samsung is providing this dedicated team around the clock to customers buying the brand's first foldable phone for $ 1,980.

How thin is it? In one case, you can have Samsung send a customer service representative directly to you. Of course, there are plenty of reservations, so read on to learn all the details. (And here are 5 things that already love and hate the new Galaxy Fold design.)

The Galaxy Fold model is finally introduced in the US on September 27 . This is about 5 months (and exactly 154 days) after Samsung was to sell it on April 26 . Samsung postponed the launch after auditors reported that its Falthandy had three different types of damage on its sensitive plastic screen (there is also a 4.6-inch screen protected by glass on the outside). Since then, Samsung has reworked the fold and drastically reduced its launch plans, partners (no more T-Mobile) and even its two best color options (Martian Green and Astro Blue) or silver hinge).

US buyers will use the 5G version of the Fold despite two other Samsung 5G phones available on the market, the Galaxy S10 5G and Galaxy Note 10 5G .

Foldable phones are considered the next revolution in phone design. A collapsible display promises to double the screen size while still being small enough to be taken along. The hinge and the flexible plastic screen (foldable glass does not yet exist) have proven to be problematic for Samsung and other phone manufacturers. Many of them have announced that they will be making a foldable device without bringing it to market. Even the rival Huawei, a brand that wants to surpass Samsung in every way has not yet sold its foldable Mate X .

Samsung hopes the Fold is still the first large foldable phone in the world. Its dedicated customer service can convince buyers that the Fold is a luxury device.

What is the Galaxy Fold Premiere Service?

The Galaxy Fold Premiere Service is the name of Samsung's 24-hour and 7-day customer support service for Galaxy Fold owners in the US.

The included Galaxy Fold literature states that "the unprecedented design of the Galaxy Fold may initially require additional support." However, Samsung has not set a time limit for the availability of these customer service representatives, but merely states that they are "trained experts".

The goal is to make it easier for you to get started with Fold, especially for more complex tasks such as multitasking using three windows on the screen and help troubleshoot any problems.

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The Galaxy Fold looks pretty much the same, but fixes some deal-breaker design issues.


Angela Lang / CNET

Does this apply to every fold?

No. The Galaxy Premier service is aimed at US buyers (here is the British version). But it could be even more complex. At the end of the literature included in the delivery is a small print: "Not sponsored or managed by AT & T."

We asked Samsung if Galaxy Fold phones purchased from AT & T did not get access to the Premiere service or had any benefits and did not receive an immediate response. We will update as we learn more.

Since the Galaxy Fold is only sold personally in selected AT & T stores, Best Buy and Samsung Experience stores (there are only three in the US) and online at AT & T and Best Buy (but not Samsung) .com), this may be a pretty big limitation. We hope to clarify this as soon as possible.

  Samsung Galaxy Fold Ifa 2019 Product Photos 6 "data-original =" https://cnet2.cbsistatic.com/img/K_7WB7vutkvXFw1qvbiH4g7sLME= / 2019/09/05 / ed3824a1-c284-412c-b4fb-43d30aa91eb8 / samsung-galaxy -fold-ifa-2019-product-photos-6.jpg [19659023[samsung-galaxy-fold-ifa-2019-product-photos-6

A plastic T on the crease protects against dust and dirt.


Tyler Lizenby / CNET

Three ways to get customer support when you have problems with the fold

If you want to contact the Galaxy Fold Premier Service team, you have the following options:

  • Call a special phone number (1-888- 970-FOLD)).
  • Use the Samsung Members app to talk about video chat.
  • Call to arrange a personal meeting where Samsung sends someone to you.

Samsung promises more details at https://www.samsung.com/us/mobile/galaxy-fold/offers/premier-service/ on September 27, when the site goes online.

How many account managers are there?

Samsung did not say that Indicate how many people this dedicated nationwide team consists of. However, they have indicated that the fold is sold to hundreds of locations .

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Does Samsung repair or replace a damaged Galaxy Fold?

Samsung states that Fold has the same warranty as other Galaxy devices, with one exception. You can redeem a Screen Replacement Out of Warranty once .

There are three catches:

  • The purchase of the fold must be done within one year.
  • You must have purchased the device before December 31, 2019.
  • It costs you $ 149 plus taxes.

The British version of the Concierge Service indicates that you also had to register your Fold within 30 days.

  Samsung Galaxy Fold-Update-UK-2019 -5 "data-original =" https://cnet1.cbsistatic.com/img/Hv8cU6IVVYKxY8eZjcno1fEC-PQ=/2019/09/18/cbe7fcf6-4e15-4bdf-8deb -42f381ab0d33 / samsung-galaxy-fold-update-uk -2019-5.jpg

If you get stuck, you can request help in three ways.


Andrew Hoyle / CNET

What happens if the fold is damaged again?

It is not clear what will happen if the fold suffers more damage a second time, and at the moment it is not clear what is under warranty or not.

What do I have to do to maintain the device?

Samsung issues device maintenance alerts to prevent the screen from being overstressed, other objects in the display to be folded, and the hinge bent so that it will not be damaged without bending.

Also, do not expose it to liquid or dust particles and do not attach adhesives or stickers to the 7.3-inch plastic screen. As the two sides of the phone close with magnets, you should also avoid credit cards and medical devices that could be demagnetized.

  Samsung Galaxy Fold Ifa 2019 Product Photos 9 inch data original = "https://cnet2.cbsistatic.com/img/AJx0CBPm3cRq-w6kufMstT7QP14=/2019/09/05/5e18307c-89c8-4bd3-8824-90b7a47087c5/ samsung-galaxy-fold-ifa-2019-product-photos-9.jpg

A 4.6-inch "cover" screen was added used closed fold


Tyler Lizenby / CNET

What else do I need to know?

Apparently, the Galaxy Fold has a affinity for the beards of some people – at least as far as the face decoration of CNET reviewer Andrew Hoyle is concerned. [19659006] We are still at an early stage of the review process of the updated Galaxy Fold, but we will review the warranty and other details and details we find about Samsung's new concierge service for Fold owners. In the meantime, here you will find everything that has changed in the Galaxy Fold design .


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