Samsung this morning sent out emails to pre-order customers letting them know that their existing pre-orders, many of which were placed back in April, have been canceled. Samsung cites a rethinking of the customer experience as the reason why pre-orders were canceled.
Ensuring that you have the best possible experience with this revolutionary new technology is our top priority. We are taking the time to rethink the entire customer experience – from purchase to unboxing, to post-purchase service – so in the meantime, we have, regrettably, decided to cancel your existing pre-order. While not an easy decision to make, we believe this is the right thing to do.
Customers who had pre-orders will need to place orders once again when the Galaxy Fold launches in the United States later in September. Samsung is planning to launch the Galaxy Fold in South Korea on Friday, September 6, but the U.S. rollout is being delayed.
Part of the new ordering process will include Samsung’s “Galaxy Fold Premier Service,” which offers customers “direct access” to Samsung experts and an optional one-on-one onboarding session that walks users through the Galaxy Fold features.
Pre-order customers who had their orders canceled are receiving a $250 Samsung credit that’s redeemable for anything on the Samsung.com website.
Samsung initially delayed the Galaxy Fold after multiple reviewers ran into issues with the device. Some experienced screen failures, while others mistakenly removed a protective screen component that wasn’t meant to be removed.
Samsung reengineered the Galaxy Fold to address the problems and improve durability. The top protective layer of the display was extended beyond the bezel so that it looks integrated and not like a screen protector to be removed.
The top and bottom hinge areas were strengthened with protection caps to prevent dust from getting under the display, additional metal layers under the display were included for reinforcement, and the space between the hinge and the body was reduced.
The Galaxy Fold is Samsung’s first smartphone with a foldable display, able to convert from a 4.6-inch smartphone when folded to a 7.3-inch phablet when opened up. It features a 7-nanometer processor, 12GB RAM, 512GB storage, six cameras, and an operating system designed for the folding mechanism.
The Galaxy Fold is priced starting at $1,980, and its new September launch date will put it in competition with Apple’s 2019 flagship devices, which will be unveiled at a September 10 event next week.