갤럭시폰 수리 맡겼다가…20대 직장인 충격받은 사연

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.btn-close').click(function() { $('.hk-top__search').removeClass('active'); }); $(document).on('mouseup',function(e){ if (!$(e.target).hasClass('hk-top__search__layer') && !$(e.target).parents().hasClass('hk-top__search__layer')) { $('.hk-top__search').removeClass('active'); }; }); // 검색어 입력시 종목정보 호출 $('.hk-top__search input[type=search]').on('keyup', function(){ if($(this).val().length < 2){ $('.hk-top__search .btn-inp-reset').hide(); $('.hk-top__search .btn-search').hide(); $('.hk-top__search .hk-top__search__layer').removeClass('auto'); return false; } $('.hk-top__search__layer .btn-inp-reset').show(); $('.hk-top__search__layer .btn-search').show(); $.get('https://www.hankyung.com/ext-api/search-autocomplete?keyword='+encodeURI($(this).val()), function(data, status) { if(data.length == 0){ $('.hk-top__search .hk-top__search__layer').removeClass('auto'); return; } $(".hk-top__search .autocomplete-result").html(''); $.each(data, function(idx, val){ $(".hk-top__search .autocomplete-result").append(` <li class="type-stock"> <a href="${val.url}" title="${val.code}"> <span class="code">${val.code}</span> <span class="name">${val.name}</span> <span class="category">${val.market}</span> </a> </li> `); }); $('.hk-top__search .hk-top__search__layer').addClass('auto'); }); }); // 검색어 삭제 $('.hk-top__search .btn-inp-reset').on('click', function(){ $('.hk-top__search input[type=search]').val(''); $('.hk-top__search .btn-inp-reset').hide(); $('.hk-top__search .btn-search').hide(); $('.hk-top__search .hk-top__search__layer').removeClass('auto'); }); }); </script>   <div class="item hk-top__user">  <button type="button" class="btn-hk-user before-login" style="display: none;"> 로그인 </button>  <button type="button" class="btn-hk-user after-login" style="display: none;"> <span class="blind">회원 메뉴</span> </button> <div class="hk-user__layer"> <div class="layer-inner">  <div class="hk-user__info before" style="display: none;"> <div class="hk-user__btns"> <a href="https://member.hankyung.com/apps.frame/sso.join" class="btn-join return-url" rel="nofollow"> <span class="txt">회원가입</span> </a> <a href="https://member.hankyung.com/apps.frame/login" class="btn-login return-url" rel="nofollow"> <span class="txt">로그인</span> </a> </div> <div class="info__panel"> <div class="info-item info-msg"> <p><strong>한국경제 회원이 되어 보세요</strong></p> <p>지금 바로 한국경제 회원으로 가입하시고, 독점 혜택을 누려보세요</p> </div> <ul class="info-item member-benefit"> <li>특별한 뉴스와 분석 보고서 접근</li> <li>주식 시장 및 경제 동향에 대한 최신 정보</li> <li>한경만의 독자적인 콘텐츠에 대한 접근</li> <li>이벤트 및 세미나 참가 기회</li> </ul> <p class="info-item txt"> 이미 회원이시면 <strong><a href="https://member.hankyung.com/apps.frame/login" class="return-url">로그인</a></strong>을 클릭해 주세요 </p> </div> <div class="hk-user__links"> <div class="item"> <a href="https://www.hankyung.com/help" class="item" rel="nofollow">고객센터</a> </div> </div> </div>  <div class="hk-user__info after" style="display: none;"> <div class="info__mypages"> <div class="my-item my-item-account"> <a href="https://member.hankyung.com/apps.frame/member.main" class="my-item__link return-url"> <div class="my-item__icon account-email-icon"></div> <div class="my-item__txt"> <p class="tit account-email"></p> <p class="desc">계정관리</p> </div> </a> </div>  <div class="my-item my-item-myhankyung"> <a href="https://www.hankyung.com/myhankyung" class="my-item__link"> <div class="my-item__txt"> <p class="tit">My한경</p> <p class="desc">기자 구독, 스크랩, 증권</p> </div> </a> </div> <p class="info-txt">한경 AI! 당신의 취향과 관심사를 분석하여 꼭 맞는 뉴스를 선별해드립니다.</p>  <div class="my-item my-item-subscribe"> <a href="https://www.hankyung.com/pay" class="my-item__link"> <div class="my-item__txt"> <p class="tit">구독</p> <p class="desc">유료 상품</p> </div> </a> </div> </div> <div class="hk-user__links"> <div class="item"> <a href="https://member.hankyung.com/apps.frame/login.work.logout" class="return-url">로그아웃</a> </div> <div class="item"> <a href="https://www.hankyung.com/help" class="item" rel="nofollow">고객센터</a> </div> </div> </div> </div> <button type="button" class="btn-close-layer"> <span class="blind">회원 메뉴 닫기</span> </button> </div> </div> <script> // 로그인 여부 체크 function signInCheck(){ // 운영/개발서버 회원 도메인(member) 분기 let is_stg = false; if(location.host != location.host.replace("stg-", "") ){ is_stg = true; } const url = escape(document.location.href); $('.hk-top__user .hk-user__info a.return-url').each(function(index,element){ let member_url = $(element).attr('href'); if(is_stg == true){ member_url = member_url.replace("https://member.hankyung.com", "https://stg-member.hankyung.com"); } $(element).attr('href', member_url+'?url='+url); }); const user_id = $.cookie('UserId'); const tokenCookie = $.cookie('ssoToken'); if(!tokenCookie){ $('.hk-top__user .btn-hk-user.before-login').show(); $('.hk-top__user .hk-user__info.before').show(); $('.hk-top__user .btn-hk-user.after-login').remove(); $('.hk-top__user .hk-user__info.after').remove(); return false; } let checkFlag = true; if( $.cookie('ssoTokenCheckTime') && user_id){ const checkTime = $.cookie('ssoTokenCheckTime'); const today = new Date().toISOString().substring(0,10); if( checkTime == today ) checkFlag = false; } if(!checkFlag){ setSingInfo({result_code:'0000'}); return false; } // 2024.09.26 운영/stg 토큰 구분 추가 tokenUrl = "https://member.hankyung.com/apps.frame/sso.check.token"; if(is_stg == true){ tokenUrl = "https://stg-member.hankyung.com/apps.frame/sso.check.token" } $.ajax({ type : "POST", url : tokenUrl, crossDomain: true, dataType: 'jsonp', jsonp: 'jsonp_callback', data : {'token' : tokenCookie, 'key' : "a8bdf898783883b64503b8915deeb57767f935a24daf44150723299c01c8898a", 'fn' : "setSingInfo" } }); } function setSingInfo(result){ if(result.result_code != "0000"){ $('.hk-top__user .btn-hk-user.before-login').show(); $('.hk-top__user .hk-user__info.before').show(); $('.hk-top__user .btn-hk-user.after-login').remove(); $('.hk-top__user .hk-user__info.after').remove(); return false; } $('.hk-top__user .btn-hk-user.before-login').remove(); $('.hk-top__user .hk-user__info.before').remove(); // 브라우저 종료시 만료되는 쿠키를 셋팅한다. $.cookie('ssoTokenCheckTime', new Date().toISOString().substring(0,10), { expires: null, path: '/', domain: 'hankyung.com'}); // 이름대신 통합회원ID 입력 let iconLoginType = 'icon-mylogin-email'; if($.cookie("login_type")){ iconLoginType = 'icon-mylogin-'+$.cookie("login_type"); } const textLoingTypes = { 'icon-mylogin-email':'한경으로 로그인', 'icon-mylogin-kakao':'카카오로 로그인', 'icon-mylogin-naver':'네이버로 로그인', 'icon-mylogin-google':'구글로 로그인', 'icon-mylogin-apple':'애플로 로그인' } const textLoingType = textLoingTypes[iconLoginType]; $('.hk-top__user .hk-user__info.after .my-item-account .my-item__icon').html('<span class="'+iconLoginType+'"><span class="blind">'+textLoingType+'</span></span>'); $('.hk-top__user .hk-user__info.after .my-item-account .my-item__txt .account-email').text($.cookie("SSOid")); $('.hk-top__user .btn-hk-user.after-login').show(); $('.hk-top__user .hk-user__info.after').show(); } $(document).ready(function(){ signInCheck(); // 회원 레이어 열고/닫기 $('.btn-hk-user').on("click", function() { $('.hk-top__user').toggleClass('active'); }); $('.hk-user__layer .btn-close-layer').on("click", function() { $('.hk-top__user').removeClass('active'); }); // 레이어닫기 $(document).on('mouseup',function(e){ if (!$(e.target).hasClass('hk-user__layer') && !$(e.target).parents().hasClass('hk-user__layer')) { $('.hk-top__user').removeClass('active'); }; }); }); </script>  </div> </div> </div> <div class="promotion-nav-wrap"> <div class="promotion-nav"></div> <div class="promotion-nav-all"><ul></ul></div> </div> <script> if($.fn.slick == undefined){ $('head').append('<link rel="stylesheet" href="https://hkstatic.hankyung.com/resource/common/library/slick/v1.8.1/slick.css">'); slickScript = document.createElement('script'); slickScript.src = "https://hkstatic.hankyung.com/resource/common/library/slick/v1.8.1/slick.min.js"; document.head.appendChild(slickScript); } function setSectionNavigationPostion(){ let path = document.location.pathname; if(path != '/' && path.lastIndexOf('/') == path.length -1){ path = path.slice(0, -1); } let menuarray = path.split("/"); menuarray.shift(); if(menuarray.length == 1 && !path.includes('all-news')){ return false; } // console.log(path); $('.section__nav .section__gnb > li > a').each(function(index, element){ // 2024.11.07 url에 상대경로 있는 경우 const url = new URL($(element).attr('href'), location.origin); let linkpath = url.pathname; if(linkpath.lastIndexOf('/') == linkpath.length -1){ linkpath = linkpath.slice(0, -1); } if(path == linkpath){ $(element).closest('li').addClass('on'); return false; } }); $('.section__nav .section__gnb .nav-dropdown__menu a').each(function(index, element){ // 2024.11.07 url에 상대경로 있는 경우 const url = new URL($(element).attr('href'), location.origin); let linkpath = url.pathname; if(linkpath.lastIndexOf('/') == linkpath.length -1){ linkpath = linkpath.slice(0, -1); } if(path == linkpath){ $(element).closest('li.nav-dropdown').addClass('on'); return false; } }); } $(function () { let is_stg = false; if(location.host != location.host.replace("stg-", "") ){ is_stg = true; } // 2024.07.30 스크롤이 0일때는 버튼 미노출, 스크롤이 0보다 크면 버튼 노출되도록 수정 by yongt // $(window).scroll(function(){ // if($(this).scrollTop() > 0){ // $("html").addClass("isSticky"); // }else{ // $('html').removeClass('isSticky'); // } // }); // 2024.10.07 hk-header 높이에 따라 html sticky class 적용되도록 수정 by yongt // Sticky header let headerTop = $('.hk-header').offset().top; let headerH = $('.hk-header').outerHeight(); // 초기 .hk-header 높이 세팅(fixed 후 스크롤 움직임 방지) $('.hk-header').css('height',headerH); // 스크롤이 헤더 영역을 지나면 html태그에 .isSticky 토글 $(window).scroll(function() { let winScr = $(this).scrollTop(); if (winScr > headerTop + headerH) { $('html').addClass('isSticky'); } else { $('html').removeClass('isSticky'); } }); setSectionNavigationPostion(); // 프로모션 정보 호출 let promotionUrl = 'https://www.hankyung.com/ext-api/promotion'; if(is_stg == true){ promotionUrl = 'https://stg-www.hankyung.com/ext-api/promotion'; } $.get(promotionUrl, function(data, status){ if(data.length == 0){ $('.promotion-nav-wrap').remove(); return; } $.each(data, function(idx, val){ $(".promotion-nav-wrap .promotion-nav").append('\ <div class="item">\ <a href="'+val.link+'" '+(val.isblank == 'Y' ? 'target="_blank" rel="nofollow"' : '')+'>'+val.title+'</a>\ </div>\ '); $(".promotion-nav-wrap .promotion-nav-all ul").append('\ <li>\ <a href="'+val.link+'" '+(val.isblank == 'Y' ? 'target="_blank" rel="nofollow"' : '')+'>'+val.title+'</a>\ </li>\ '); }); $('.promotion-nav a, .promotion-nav-all').on({ mouseenter: function () { $('.promotion-nav-all').addClass('on'); }, mouseleave: function () { $('.promotion-nav-all').removeClass('on'); } }); $('.promotion-nav').slick({ vertical: true, verticalSwiping: true, arrows: false, dots: false, autoplay: true, speed: 300, pauseOnHover: false, }); }); // gnb 메뉴 활성화 blur 처리 $('.nav-dropdown[data-event="hover"]').on('mouseout',function(){ $(this).find('.nav-dropdown__toggle, .nav-link').blur(); }); // 2024.10.31 프로모션 배너 정보 호출 추가 let gnb_banner_url = "https://www.hankyung.com/ext-api/gnb-banner"; if(is_stg == true){ gnb_banner_url = "https://stg-www.hankyung.com/ext-api/gnb-banner"; } $.get(gnb_banner_url, (data) => { if(data){ $(".banner-box").append(` <a href="${data.URL}" ${data.IS_OUTER == 'Y' ? 'target="_blank"' : ''}> <img src="${data.IMG2_URL}" alt="${data.ALT}"> </a> `); }else{ $(".banner-box").remove(); } }); }); </script> <div class="section__gnb__wrap"> <div class="section__logo__area"> <h1 class="section__logo"> <a href="https://www.hankyung.com/it" class="section__title">IT·과학</a> </h1> </div> <nav class="section__nav" aria-label="section navigation"> <ul class="section__gnb"> <li > <a href="https://www.hankyung.com/it/0701" class="nav-link">과학</a> </li> <li > <a href="https://www.hankyung.com/it/0702" class="nav-link">바이오</a> </li> <li > <a href="https://www.hankyung.com/it/0703" class="nav-link">모바일</a> </li> <li > <a href="https://www.hankyung.com/it/0704" class="nav-link">인터넷</a> </li> <li > <a href="https://www.hankyung.com/it/0705" class="nav-link">통신/뉴미디어</a> </li> <li > <a href="https://www.hankyung.com/it/0706" class="nav-link">보안/해킹</a> </li> <li > <a href="https://www.hankyung.com/it/0707" class="nav-link">컴퓨터</a> </li> <li > <a href="https://www.hankyung.com/it/0708-0709" class="nav-link">게임</a> </li> </ul> </nav> </div> <div class="scroll-indicator"> <div></div> </div> </div> </header> <div class="ad-top ad_area" style="height: 250px;"></div>  <div id="container"> <div class="article-wrap"> <div class="article-container v2"> <article class="article-contents"> <h1 class="headline"> 갤럭시폰 수리 맡겼다가…20대 직장인 '충격'받은 사연 [유지희의 ITMI] </h1> <div class="content "> <div class="article"> <div class="article-byline-wrap"> <div class="author-container login_need">  <div class="author-list"> <div class="author link subs_author_list" data-email="keephee@hankyung.com" data-name="유지희 기자"> <a href="https://www.hankyung.com/reporter/4162" class="item">유지희 기자</a> <button type="button" class="btn-star-toggle" onclick="clickMyReporter('keephee@hankyung.com', this)"> <svg x="0" y="0" width="15" height="15" viewBox="0 0 21.35 20.45"> <path class="svg-star-fill" 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"같아 보여도 진단별로 비용 다를 수 있어" </div> <div class="article-body" id="articletxt" itemprop="articleBody"> <figure class="article-figure"> <div class="figure-img"> <img src="https://img.hankyung.com/photo/202411/01.38725232.1.jpg" alt="A씨가 무상으로 수리받은 갤럭시Z플립5, 수리 후 보호 스티커가 부착돼 있다./사진=유지희 기자"> </div> <figcaption class="figure-caption" style="width:1050px;">A씨가 무상으로 수리받은 갤럭시Z플립5, 수리 후 보호 스티커가 부착돼 있다./사진=유지희 기자</figcaption> </figure> 20대 직장인 A씨는 지난달 30일 갤럭시 Z플립5의 액정을 수리하기 위해 경기도 소재 삼성 서비스센터에 방문해 휴대폰 수리를 맡겼다. 휴대폰 화면이 접히는 부분에 차 열쇠가 부딪쳐 금이 간 것. A씨는 "힌지에 찍힌 자국도 있고 아주 살짝 열쇠가 부딪친 거지만 본인 과실이 아예 없다곤 할 수 없어 최소 40만원의 수리비를 예상하고 갔는데 무상 수리를 받아 기분이 좋았다"고 말했다.<br /><br />같은 모델을 쓰는 20대 직장인 B씨도 화면에 이상이 생겨 서울 소재 삼성 서비스센터에 방문했다. 그러나 B씨는 37만8000원을 냈다. B씨는 "친구인 A씨가 무상으로 수리받았다고 해서 액정 수리를 미루다가 직장 근처 서비스센터에 갔는데 40만원 가까운 수리비를 지불해 속상하다"며 "어떤 수리 기사를 만나느냐에 따라 수리비가 달라지는 걸 보니 나는 운이 없었던 거 같다"고 토로했다.<br /><br />두 휴대폰 모두 삼성케어플러스에 가입돼 있지 않았고 사용기간도 약 1년으로 유사했다. 물론 파손 정도에 따라 차이는 있겠지만 A씨와 B씨는 같은 단말기에 파손 부위마저 같았는데도 수리비가 달랐다. <figure class="article-figure"> <div class="figure-img"> <img src="https://img.hankyung.com/photo/202411/01.38725260.1.jpg" alt="B씨의 수리비 내역서/사진=유지희 기자"> </div> <figcaption class="figure-caption" style="width:1400px;">B씨의 수리비 내역서/사진=유지희 기자</figcaption> </figure> 왜 이런 일이 생겼을까. 기자는 22일 오전 삼성전자 공식 서비스센터 여러 곳을 직접 방문해 직원들에게 이유를 물었다.<br /><br />한 서비스센터 직원 김 모 씨는 "보통 휴대폰을 수리할 때 본사에서 내려오는 가이드라인이 있다"며 "보통 플립이나 폴드 같은 모델은 화면이 손상된 경우 보통 외관 찍힘 여부를 가지고 유상과 무상 수리 여부를 판단하는데 이 부분은 직원이 자체적으로 판단한다"고 설명했다.<br /><br />또 다른 센터 직원 김 모 씨도 "직원 판단에 따라 수리비가 약간 달라질 수도 있겠지만 가족이 와도 유상 수리인 부분을 무상 수리로 해주기 어렵다"면서도 "가이드라인이 분명 존재하지만, 직원이 수리한 건에 대해 본사가 하나하나 세세하게 알기는 어려울 수 있다"고 말했다.<br /><br />센터 직원들의 의견을 종합해 보면 본사에서 내려오는 가이드라인은 있지만 판단은 수리 기사의 재량이 개입하는 부분도 있는 셈. 이에 각종 온라인 커뮤니티 등에서는 "갤럭시 수리비는 직원뽑기 운에 달렸다"는 말까지 나오고 있다.<br /><br />지난 9월 한 온라인 커뮤니티엔 '갤럭시 Z플립4 누구는 유상이고 누구는 무상이네요'라는 글이 올라왔다. 또 다른 커뮤니티에서도 "삼성 서비스센터는 엔지니어의 재량이 꽤 큰 거 같다. 나도 파손으로 방문했는데 무상으로 5번은 수리받았다", "가이드라인이 있지만 액정 파손에 관해 찾아봤을 때 A 지점은 해주고 B 지점은 안 해준다 해서 센터마다 다른 거 같기도 하다"는 등의 반응이 적지 않았다. <figure class="article-figure"> <div class="figure-img"> <img src="https://img.hankyung.com/photo/202411/01.38725365.1.jpg" alt="삼성전자 서비스센터, 사진은 기사 본문 센터와 무관/사진=유지희 기자"> </div> <figcaption class="figure-caption" style="width:1200px;">삼성전자 서비스센터, 사진은 기사 본문 센터와 무관/사진=유지희 기자</figcaption> </figure> 삼성전자는 휴대폰의 경우 24개월 무상 수리를 원칙으로 하고 있다. 무상 수리 대상은 △정상적인 사용 상태에서 발생한 성능, 기능상의 고장인 경우 △ 부품을 교체한 이후 정상적으로 제품을 사용하는 과정에서 12개월 이내에 동일한 부품의 재고장이 발생한 경우 △수리 후 2개월 제품을 사용하는 과정에서 종전과 동일한 고장이 재발한 경우 등이다.<br /><br />다만 사용자 과실로 인해 고장이 나거나 파손된 경우엔 그 정도에 따라 수리비를 지불해야 한다. 특히 폴더블 휴대폰의 경우 무상으로 액정을 수리받기 위해서는 외관 액정과 힌지 부분에 손상과 찍힘이 없어야 한다.<br /><br />삼성전자 챗봇을 통해 예상 수리비 견적을 받아보는 것도 방법이다. 삼성의 최신 스마트폰인 갤럭시 Z플립5은 디스플레이가 파손됐을 경우 37만8000원(액정 반납 기준)의 수리비가 책정됐다. <br /><br />일반적으로 삼성 서비스센터에 휴대폰을 액정을 수리하러 가면 키오스크를 통해 접수 후 엔지니어를 무작위로 배치받는다. 엔지니어는 일차적으로 휴대폰 외관을 면밀히 점검한 뒤 이차적으로 내부에 있는 진단 기기를 이용해 충격 지점과 원인을 판단한다. 여기서 유상과 무상의 여부가 갈린다.<br /><br />삼성전자 관계자는 "수많은 엔지니어가 다 다른 기준으로 판단하면 문제가 되기 때문에 본사의 판정 기준을 가지고 수리하지 절대 엔지니어 개인의 판단에 의해 무상과 유상 여부가 결정될 수는 없다"며 "내부 진단 기기를 통해 크랙(손상)의 원인이 대부분 나오기 때문에 소비자는 본인이 보기에 비슷한 수준의 고장이라고 느끼더라도 안을 열어보면 고장의 원인이 다를 수 있다"고 해명했다.<br /><br />유지희 한경닷컴 기자 keephee@hankyung.com </div> </div> <div class="empathy-wrap not_personal_service"> <button type="button" class="btn-like" data-kind="1" data-reaction="good" onclick="clickReaction('202411228457g', 1, this)"> <svg x="0" y="0" width="26" height="28" viewBox="0 0 25.3 25.5"> <path class="svg-icon" d="M24.7,11c-1-1.4-2.9-1.4-3.2-1.4h-4.9c-0.1,0-0.2-0.1-0.2-0.1c0-0.1-0.1-0.2,0-0.3c0.4-0.6,0.6-1.1,0.8-1.4 c0.5-1,2-4.4-0.3-6.7c-1-1-2.2-1.3-3.4-1c-0.8,0.2-1.4,0.7-1.9,1.4L6,9.6H1c-0.6,0-1,0.5-1,1v13.8c0,0.6,0.5,1,1,1h5.5h10.4 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