[Resolved]  Samsung — Green line appearing on Samsung Galaxy S20+ post software update

[Resolved] Samsung — Green line appearing on Samsung Galaxy S20+ post software update

S
Sidhartha87
Jul 4, 2022

I am a Samsung Galaxy S20+ user for more than a year and a half. All of a sudden a green line started appearing on the phone. I did restarting of the phone, resetting all settings, but none worked. Then I contacted Samsung Customer Care who took my phone on remote via Smart Tutor app and verified the phone and did not find an issue with the softwares installed. He suggested to visit the authorised Samsung Centre. Through the Samsung Support (available on Whatsapp), I visited the Samsung SmartCafé (Aaa Retail Inc) located at Building No 26, AVS Arcade, Kammanahalli Main Rd, Bengaluru, Karnataka 560084 on 02.07.2022. The representative at service centre verified the phone including physical damage, if any, and informed that it is not due to physical damage. Further it was informed by the representative that the only solution is to replace the screen and then since it is out of warranty, it would cost me around INR 15, 000/-. Upon enquiring if it is due to software issue, he was silent and asked to enquire with Samsung Customer Care. I was not provided with any job card or inspection.

Post my visit, I contacted the human representative of Samsung Support (via Whatsapp) and explained the details, and he started demanding for inspection report. I explained that the visit was to your authorised service centre and i was neither provided with an inspection report nor the same was informed by the customer care on whose advice i visited the service centre. When I enquired further, he suggested to visit another service centre for reasons best known to him, as I had visited an authorised service centre.

I need an immediate solution to the issue for the following reasons:
1. Green line appeared post the software patch update;
2. Customer care inspected the phone via Smart Tutor and suggested to visit your authorised service centre;
3. Visited the authorised service centre mentioned above and there was no solution except screen replacement;
4. Spoke again with your human representative on Samsung Support (Whatsapp) and he is not ready to provide a solution.

I have tried all the means to resolve the issue, but a reputed brand like Samsung is trying to evade its responsibility for replacement of a screen which has most likely arisen due to the software update. I have been running from pillar to post but no one is bothered to give a concrete solution. My email communication (enclosed) herewith have also not been responded. This is a clear cut case of deficiency of services on the part of Samsung in resolving the issues of the users.

Samsung should not only compensate me for the time value for resolving the issue but also compensate for the mental agony and harassments for not providing a positive resolution to the issue.