Carbonphone Reviews 

Reply from Carbonphone

Jun 18, 2026

Dear Customer,

We are sorry that you are not satisfied with the handling of your claim. However, we strongly reject the allegations made in your review, especially the claims of bad faith, deceitful conduct, or an unlawful refusal of warranty obligations.

After receiving the device, we carried out an inspection and documented visible signs of external use and mechanical damage. On this basis, the reported display defect could not be accepted as a warranty-covered case. The statutory warranty covers defects that were already present at the time of delivery. It does not cover damage caused after delivery by impact, pressure, external influence, improper handling, or other mechanical effects.

A vertical line on a display can have several causes. It is therefore not correct to state that such a defect automatically proves an original hardware defect. If the inspection shows indications of mechanical influence, the seller is entitled to take this into account when assessing whether the legal warranty applies.

We also disagree with the statement that our position changed in order to avoid responsibility. The device condition was assessed based on the available inspection results and photographic documentation. Our decision was not made arbitrarily, but on the basis of the technical findings.

CarbonPhone / Firstcom Trading GmbH takes warranty cases seriously and reviews every return individually. At the same time, we cannot accept responsibility for damage that is not covered by the statutory warranty.

You are of course free to contact the relevant consumer bodies if you wish to challenge the outcome. We will cooperate with any formal process where required. Nevertheless, we must firmly reject the defamatory statements made in this review.

Kind regards,
CarbonPhone / Firstcom Trading GmbH

Reply from Carbonphone

Apr 27, 2026

Dear Customer,

thank you for your feedback. We are very sorry to hear that you received a device in the wrong color and that it is not functioning properly. We sincerely apologize for this, as it clearly does not meet our quality standards.

At the same time, we would like to note that we have not received any direct contact from you regarding this issue via our usual service channels (email or through the MediaMarkt platform). Our hotline is available and all calls are handled accordingly.

Nevertheless, we have already proactively sent you a return label via email. You are welcome to return the device to us, and once it has been received and inspected, we will of course issue a full refund.

We would appreciate the opportunity to resolve this matter to your satisfaction.

Kind regards,
Your CarbonPhone Team

Reply from Carbonphone

Jan 21, 2026

Dear Customer,

We strongly reject the allegation that a used device was sold as new.

The Samsung Galaxy Z Fold 5 in question was sold by us as brand-new, unused goods in sealed original packaging, including a proper invoice and 24 months statutory warranty (Gewährleistung) in accordance with German and EU law.

Please note the following important points:

Warranty & Repairs
In the event of a defect, customers are required to contact us as the seller first.
Unfortunately, you did not contact us prior to approaching Samsung directly, nor did you send the device to us for inspection or repair. We therefore had no opportunity to assess or resolve the issue.

Samsung Registration Date
A registration or activation date shown in a manufacturer’s system does not automatically prove prior consumer use.
Devices may appear as “registered” due to logistics testing, distribution handling, SIM/network checks, or manufacturer-side processes before retail sale. This is not evidence of a used device.

Communication
We have no record of ignored emails from you. Our customer support handles all incoming requests and responds accordingly. If messages were sent via a third party or manufacturer, they may not have reached us.

Our Policy
If a defect occurs within the warranty period, the customer is always welcome to send the device to us, and we will arrange inspection, repair, or resolution in line with legal requirements.

We regret that you are dissatisfied, but we cannot accept claims of fraud, as they are factually incorrect. We remain open to resolving issues properly when customers contact us through the correct channels.

Kind regards
CarbonPhone Customer Support

Reply from Carbonphone

Jan 8, 2026

Dear Customer,

we take such allegations very seriously and would like to clarify the situation.

After carefully reviewing our records, we can confirm that we have not received any contact from you — neither by email nor by phone. Additionally, since the purchase was made via MediaMarkt, all warranty and service requests must be submitted through the MediaMarkt platform, and no request from you was received there either.

That said, we proactively contacted you via the MediaMarkt platform and have already provided you with an official return label to resolve the matter. Therefore, the claim that we are “hiding” or refusing to communicate does not reflect the actual situation.

Please note:

Orders placed via MediaMarkt must be handled exclusively through the MediaMarkt platform

Direct handling outside of this system is not possible for legal and procedural reasons

If you still require assistance, we kindly ask you to reply directly to our message on the MediaMarkt platform, so we can finalize the case promptly and correctly.

We are fully committed to resolving this matter in a fair and transparent manner.

Kind regards,
CarbonPhone Team

Reply from Carbonphone

Jan 21, 2026

Dear Customer,

we are very sorry that this order did not arrive as expected and understand your frustration.

Unfortunately, the shipment was confirmed as lost in transit by the carrier. As soon as this was established, we initiated a full advance refund without waiting for further escalation.

We also spoke with you directly by phone, explained the situation in detail, and are grateful that you showed understanding and agreement with the proposed solution.

We regret that this experience did not meet your expectations and apologize for the inconvenience caused by the carrier issue.

Kind regards
CarbonPhone Customer Service