[Resolved]  Samsung — Samsung display scam

Yesterday, without any reason, a single green line appeared on the center of my screen. Immediately, I approached Samsung service center. They informed me that the phone''s warranty has expired and also Samsung Care plus tenure has also expired. Therefore, I need to pay the full amount of more than Rs.20, 000 to replace my display. I was completely devastated. The display did not fail due to my mistake. I had not dropped the phone or nothing happened from my side to result in this problem. This green line appeared on my screen all of a sudden from nowhere for no reason. And the service center guys had checked my phone and agreed that there is no physical damage at all in my phone and that the screen damage is not due to my mistake.

When I expressed my grievance, they told me that samsung customer care can help with one time free screen replacement or discounts for such genuine cases.

So i called the customer care after that right from the service center.Please pay keen attention to the below conversation.

As soon as i explained my issue to customer care executive, he immediately asked me the following:

DID YOU DO THE LATEST SOFTWARE UPDATE?

I thought this was a normal question and I told him that I have done all updates. Please keep this conversation in the picture.

Later, The customer care also spoke to the Service centre person (via my phone) and asked him to send the photos. The same was sent.

However, when I contacted customer care to know the status of my claim, they bluntly informed that the phone is out of warranty and hence I have to pay full cost for display replacement.

Am shocked by this response for 2 reasons.

1. With no mistake from my side, am asked to pay Rs.20000 for display replacement.

2. I was falsely given assurance about the possibility of discounted price for display replacement and I was made to wait for more than 2 hours in service center. If there was no such option, why to cheat and give false hopes.

And the main reason and very crucial reason is as under:
When I went through Samsung Members forum, I found that so many people have informed that they have this same vertical green line after softwares update. I have already attached the screenshots of few for reference. Also, two of my friends are ex employees (very recently resigned) of Samung who own mobile service and sales business now.

Both of them have been in constant touch with me regarding new product launches or regarding servicing my family members smartphones.

The moment both of them saw my phone yesterday, instant comment was "This should be due to software update". The sales guys also said 3 of his other note 20 ultra customers have also faced this same issue within the past 2 months.

Now all makes sense. Now I understand why the customer care executive asked me if I did the latest software update as soon as I told him about green line. He did not ask me if I dropped the phone. The 1st thing he asked was if I had completed the latest software update.

From this, it is very evident that Samsung is aware of the Display failure issue due to software update. Or else, I can''t find a reason why he would ask about software update when I told him about display green line issue.

Also from the Samsung members forum, I see that this is a generic issue and not just for my phone. Considering all this, I had requested Mr.Kishore, Senior Executive, Customer experience to provide me with some support from Samsung via one time free screen replacement or minimum of discount for screen replacement.

Even after service center guys had already sent reports for proof of NO PHYSICAL DAMAGE, he had asked for some additional reports from service center. Those sought reports were also sent within 1 hour of asking.

However, after so much discussions, today I was informed bluntly that Samsung cannot support me in any way.

The reason stated is that the display failed due to IMPACT DAMAGE and not due to TECHNICAL ISSUES.

However, after the final call with Mr. Kishore, I went to the service centre today. The service center people showed me the results of the reports u had asked. They clearly explained that this display failure is due to a TECHNICAL ISSUE and not due to an impact damage.
They even showed me the reports they sent to you where they have clearly mentioned the reason for diplay failure.

TECHNICAL ISSUE.

This is what my other friends in samsung has been telling me. This is what the entire internet is saying with all the display failures in many cases. And today, even the Samsung service center official report says that it is TECHNICAL ISSUE.

Still Samsung is trying to falsely close my case stating that it is due to impact damage.

As a genuine and loyal customer of Samsung l these years, I have once again requested them to reconsider their decision.

What i understand is, Samsung is aware of a huge problem (software update and display issue) and trying to conceal it individually.

Once again I would like to highlight the fact that the service centre has already certified about NO PHYSICAL DAMAGE and NO MISTAKE FROM CUSTOMER for the damage in display. Even the official report by service center says that the display failure is due to TECHNICAL ISSUE.

And the earlier attached screenshots says a lot about this problem. This screen issue after 15 months o[censored]sage or after software update is all over the news. So Samsung, take responsibility for your flaws do provide a reasonable solution.

Entire internet is talking about your screen green line issue.

Please provide me one time free screen replacement. I would appreciate your special attention to my case.

I would like to have a call back from some real caring customer care executive to explain further on this issue.