Beyond Disappointed with Samsung’s Handling of Screen Line Issue:

[KennS]

I purchased my Samsung phone in June 2022, and within two years, it started developing screen issues. By September, both my phone and my dad’s S10 Plus showed green and pink lines on the screen. While his phone has just one line (and hasn’t worsened because he didn’t update it), mine is bombarded weekly with new lines. Now, my screen is covered with thick pink and green lines—almost 1 cm in width, ruining the display entirely. I’ve visited the service center four times, and every time I’m given a new reason why the issue can’t be resolved. I’ve tried contacting support through calls and emails, only to be met with uninformed responses from customer service agents who don’t seem to know how to escalate the issue properly. Finally, I got in touch with a Customer Experience Manager who promised to handle my case with priority. After taking several days, I was told my phone is out of warranty and an overseas product, so it won’t be repaired. I understand it’s an overseas product (purchased at an airport), but the issue clearly stems from Samsung’s manufacturing or software updates, compounded by environmental factors. Here’s what makes it worse: 

1. After the first line appeared, I made the mistake of updating the software, and suddenly the number of lines increased drastically. My dad’s phone still has one line because he didn’t update it. 2. Samsung acknowledges the green line issue and offers free replacements, but only for specific cases, such as “horizontal white lines under the camera” for the Ultra series. Why is this restricted? 3. The criteria for the free replacement include the device being under 3 years old—my phone qualifies! Yet, Samsung seems to be dragging the process, possibly to let the warranty window expire and avoid replacements. It’s infuriating to see Samsung ignore a widespread problem. I’ve been a loyal Samsung customer, supporting its products and UI, but this experience has completely changed my view. While budget phones and newer devices under warranty are being repaired, loyal customers like me who invested in premium models are left with no assistance. Samsung, your reputation is on the line. If your manufacturing defect or update caused the problem, you should fix it—regardless of where the phone was purchased. Please educate your tech support teams and service center employees so customers don’t have to go through this level of frustration. Shame on Samsung for how they’ve handled this. I will never buy another Samsung device unless this is resolved. — A disappointed and frustrated customer.