Original topic:

GREENLINE ISSUE AND NO RESOLUTION FROM THE COMPANY

(Topic created on: 12-09-2024 03:56 PM)
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AdvAswani
Beginner Level 4
Options
Galaxy S
I would like to notify you on my concern and complaint regarding my phone Samsung Galaxy S21 Fe 5G (Lavender 128 GB) EXYNOS variant device. I had purchased this device on 15.10.2022 through flipkart, trusting the samsung phones for the quality of product and services.I also recommend my friends and family this phone as an advocate they trusted me and they also brought this same product. Now I am answerable to them. But the service and quality samsung mobiles provided to me was totally disappointed. I purchased this phone through EMI still there is arrears. However, after the latest major update from samsung the screen of my phone began flickering and turn greenish randomly with 1 line (green line) popped up on my screen from nowhere seems like a display damage. I was confused and called the samsung customer care they referred me to visit the nearest service station ,as per their instructions I visited the Metro mobiles Tilak Nagar. When we explained the problem, the staff informed us about their policy: for screen replacement..."the phone must not have any body damage or a removed back panel" since they need to conduct a water resistance test. Next, the staff member ran her hand over the back panel and suddenly declared that the back panel was "open." This was news to me—I had never noticed any issue with the back panel. Aside from occasional overheating (a known issue with the Samsung S21 FE Exynos variant, as reported widely on forums like Reddit and Google), the phone seemed fine. The situation escalated when multiple staff members gathered around, inspected the phone, and completely removed the back panel, separating it into two pieces—one in their left hand and the other in the right. After this, they refused to accept my phone or register a complaint. They didn’t provide a bill number or any documentation. Instead, they handed my phone back and told me to contact customer care, saying they would only proceed if instructed via email by the customer care. I felt frustrated and confused. Until their inspection, I wasn’t aware of any back panel issue. Now, not only was my phone rejected for service, but the problem was made worse during their handling. The fact that the Samsung S21 FE with the Exynos processor is prone to overheating is well-documented, yet the responsibility was shifted entirely onto me. It’s disappointing that such an experience ended with no resolution. As they suggested, I contacted customer care. Each time, they repeated the same question: "So, what is the issue?" As soon as I explained that my phone had developed a line on the screen, they immediately brought up two conditions required for screen replacement. When I mentioned the back cover issue, their response was always, "Sorry sir, we can't do anything." I contacted them 10 to 15 times, but there was no resolution, no proper answers. Finally, one day, a customer care representative suggested, “Take your phone to the nearest service station, deposit it, create a job card, upload photos of the phone, and we’ll review them with our seniors to determine the next steps.” Following their advice, I went to the service station, in Mayur Vihar and submitted my phone, and they registered a complaint. However, I noticed that in the complaint section in the form, they noted the damage to my phone as the back panel being "completely damaged,And also they pointed out something new this time,that body (frame) has a dent, its a minor scratch that they calling as dent." This confused me because, initially, my phone only had one line on the screen. When I visited the service station the first time, my phone was in good condition. After inspecting it, the technicians mentioned something vague, like “the back panel is opened,” and during further inspections by one or two people, they entirely removed it. Now, the service center claims the back panel is “completely damaged,” or body has a dent, but the main issue isn’t the back panel. It’s a software or manufacturing defect. Here’s the sequence: I was working, and my phone was on the desk when I noticed a line suddenly appearing on the screen. After the next night, I visited the service station. The back panel was only opened during their inspection, and it was damaged as a result of that. Now they are saying the back panel is damaged, and everyone—customer care and the service center—blames the back panel issue as the reason and not addressing the problem. The real issue is the manufacturing or software defect. After updating the phone’s software, the day itself the screen developed the problem. My friend, who uses a ONEPLUS phone .. faced similar issues. His screen was damaged a few months ago, and more recently, a green line appeared. He visited the service center, and they replaced his screen without any hassle. That’s how customers should be treated. Moreover, Samsung’s extended screen replacement program for this model acknowledges a defect in the product. If the phone were flawless, why offer this extended replacement program? Their refusal to address the defect and instead focus on minor wear and tear, like scratches or back panel damage, is unacceptable. After a year of use, minor scratches or marks are inevitable. What mobile phone would remain pristine after a year or more of regular use? Every time I contacted customer care, they told me my phone didn’t meet their two conditions for screen replacement. But those conditions are so restrictive that 99% of phones wouldn’t qualify because of minor cosmetic imperfections. The focus should be on addressing the main issue—a defective screen—not shifting the blame to the customer for unrelated or insignificant issues. This is not how a company should treat its customers. "Samsung is asking me to pay ₹12,000 for a screen replacement, but my concern is: what guarantee do I have that the issue—a line suddenly appearing—won’t happen again after the replacement? If the problem reoccurs, how can I trust that the service center won’t blame unrelated damages, as they are doing now, and refuse to help? Will Samsung provide a written assurance that they will take full responsibility if this issue happens again? I’m not looking for excuses or temporary fixes; I want a permanent resolution and a guarantee that this issue won't repeat. Can Samsung offer that?".
8 Comments
Kuldip_india
Expert Level 5
Galaxy S
Never buy FE series because the quality is not good as compare to Original flagship S series...
AudioJack35
Active Level 6
Galaxy S
There was an incident with buds fee too cover jn international news
0 Likes
Kuldip_india
Expert Level 5
Galaxy S
I have doubt it was the first copy of samsung buds fe. Because lots of **bleep** samsung buds are selling in market.
0 Likes
cs_member10
Expert Level 5
Galaxy S

Dear Samsung Member,

Greetings from Samsung Customer Support!

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.)

Warm Regards,
Samsung Customer Support

AdvAswani
Beginner Level 4
Galaxy S
There is no any option for my problem...
0 Likes
diproyruma
Active Level 2
Galaxy S
Samsung s22 ultra green line problem
0 Likes
ShreyasAkshay
Beginner Level 3
Galaxy S
I am extremely disappointed to learn that the issue you reported with your Samsung device is still unresolved even after 3-4 months. It is shocking and unacceptable that despite such a long period, there has been no resolution. What’s even more frustrating is the false hopes you’ve been given throughout this time, with no concrete actions or results to address the problem. This clearly reflects the lack of focus on the issue and highlights the inefficiency of Samsung's customer support, which I now consider one of the worst I’ve encountered.

What makes this situation even more concerning for me is that I own the same device, and I am genuinely scared that I might face similar problems. The fact that Samsung has failed to resolve your issue despite repeated attempts shakes my confidence in the brand. As a loyal customer, I expect better service and accountability from a company of Samsung’s stature.

I urge you to take this matter seriously, stop making empty promises, and ensure the issue is resolved promptly. This prolonged delay and lack of genuine effort not only harm your reputation but also leave loyal customers like me doubting the reliability of your products and services.

@samsung @customersupport
Galaxy S

Had same problem with my phone also, just refusing the free replacement saying small dent in the body. see below the response from samsaung customer care. Totally disappointment to spent our money on their mistake. 

 

This is in regards to the complaint of your Samsung Model number SM-G990ELGIINS  , bearing serial RZCT815DZAX 

Post inspection of the issue reported for your product by our Service Engineer, part needs to be replaced for the unit to become functionally operational .

We would like to inform you that the date of purchase of your product was (29.09.2022) and as such, the product is out of warranty.

The total cost of repair would be INR (10824 /-).

Kindly share your consent to proceed for Repair

Thanking you and assuring you of our best services always