I wanted to share my frustrating experience regarding my Galaxy S21 and the infamous green line issue. After dealing with Samsung Support for over 2 months, I feel compelled to bring this matter to light, especially since it involves the treatment of overseas products.
The Issue
In July 2024, after a Samsung software update, a green line appeared on the display of my Galaxy S21. Over time, more lines developed, making the device nearly unusable. This was clearly a defect caused by the update, something many other Samsung users have also reported.
The Process
Initial Contact: I first contacted Samsung Support and provided all necessary details, including proof of the issue. However, the responses I received were unsatisfactory, and I had to send multiple follow-ups over a month and a half just to get my case highlighted to the senior team.
Job Sheet Requirement: Samsung eventually called me, asking me to obtain a job sheet from the service center. I made a 20 km trip, got the inspection done, and sent the job sheet. Later, I was told I shouldn’t have canceled it (I did so to keep my phone since I depend on it daily). So, I made another trip, got a new job sheet, and left my phone at the service center for four days (just to state again, it’s an overseas product).
The Result: After all this effort and inconvenience, I received a call saying they couldn’t offer a free-of-charge (FOC) replacement because my phone was purchased overseas. This is after I had shown proof—my friend’s job sheet—proving that Samsung provided an FOC replacement for his overseas S21 Ultra with the same issue.
Avoiding Answers: During my conversation with the senior team representative, I asked a very simple question: “If this is Samsung’s guideline, does that mean no overseas product has ever received an FOC replacement for the green line issue?” Instead of giving a clear “yes” or “no,” the representative avoided answering directly. This raises the question: is Samsung inconsistent in applying its policies, or are they deliberately refusing to acknowledge past exceptions?
Misleading Claims to Avoid Responsibility: To make matters worse, the Samsung representative claimed there was an “airtrap” or “bulge” on my display as a reason for rejection—only to later realize it was just the front camera. When I raised this with him, he then claimed that I “might have had a screen protector” that I removed, which is also false. I didn’t have a screen protector or any bulge. This behavior shows they are looking for excuses to avoid providing an FOC replacement for an issue that is clearly software-related.
Inconsistent Responses: When I contacted them on WhatsApp, I was told it was up to the service center to decide if the repair would be free. However, the service center stated it was Samsung’s decision. Meanwhile, Samsung Support dismissed the community members who received FOC replacements, claiming they were “lying.”
My Concerns
Why does Samsung have inconsistent policies for overseas products? If my friend could receive an FOC replacement, why not me?
Why dismiss legitimate experiences of others in the Samsung Community?
Why wasn’t my case reviewed thoroughly from the start, saving me weeks of effort and multiple trips?
Why couldn’t the senior team answer a simple question about whether FOC replacements have ever been granted for overseas products?
Why are Samsung representatives making false claims to justify rejections instead of addressing legitimate customer concerns?
Final Thoughts
This is a flagship device, and I expected a level of quality and support that matches the premium price. The green line issue is a result of Samsung’s software update, and it should be addressed universally, regardless of whether the product was purchased overseas.
Samsung, I urge you to reconsider how cases like this are handled and provide fair solutions to your loyal customers.
Thank you for reading, and I hope this post sheds light on the experience many users like me are facing.
Products's warranty is only applicable in the country from where the product was purchased. Since your product was purchased from abroad, repair will be on chargeable basis. Please note the policy is applicable for indian models only for oversease devices the repair cost will applicable as per Samsung poliicies.
We would request you kindly visit the service centre and they will provide you with information after a physical inspection of your device according to Samsung guidelines.
