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.
As per your concern, we would request you to please share your contact details on the Samsung Members Application (Open Samsung Members Application > Support> Tap on send feedback> Choose Composer> Select Ask question> select the appropriate issue category> Type your query and send.)
Hello did you get your problem solved? I also have a similar problem, I took my S21 plus for assessment of the unresponsive touch on the camera cutout area, they did data checks and I was told this phone is an overseas phone and it's not brand new. Meaning they can't help me assessment it, and they can't find a proper screen for it.
I bought this phone brand new and was shipped to me this year January 2024, that's when I started using my device, 11 months done the line I just woke up, I noticed my cutout area wasn't responsive despite not damage it or dropped. Still 100% neat.
According to the samsung service center, I went to get an assessment of the device, and I was told it's an overseas device. Korea version some, hence they can't assess and they don't have spare parts for it.
