My Experience with Samsung Service Centre for Green Line in S21 FE

[mishraasudeep]

I am writing to raise serious concern and disappointment regarding the handling of the green line issue that occurred on my Galaxy S21 FE immediately after their recent software update.

Let me be very clear:

I spent two months of salary to buy this phone, believing in Samsung's quality. I also purchased the Galaxy Buds 2 Pro and have been a long-time loyal customer — our home includes a Samsung refrigerator, another Samsung smartphone, and more.

On reporting this issue:

Vinayak Communications (GTB Nagar, Delhi) refused to assist.

Maa Vaishnavi Eservices (Ashok Vihar, Delhi) denied support, mislabeling a small cosmetic scratch as a “dent” — irrelevant to the green line problem. That guy even told me to take this matter to Samsung. They will not provide any help in this matter. 

Their WhatsApp and phone support teams merely repeated policy language and offered no resolution. They kept apologising and denying. 

This is not physical damage. Samsung released One UI 7 around 10 days ago for S21 FE. The issue occurred directly after that software update — and Samsung has already acknowledged this as a known fault by extending the screen replacement window till September 2025. Then why am I being denied?

As a loyal Samsung customer, I am extremely hurt by this treatment. I chose their premium products over competitors, trusting the brand. Now, I am left with a damaged screen for no fault of mine — and no help from their end.

That alleged dent which is causing me 12000

Green Line

[ram_ram]

Samsung service center and samsung customer support don't provide free replacement for Green line problem send email to Samsung care try I got free replacement for my s22 mobile display

[mishraasudeep]

Bhai tum thode se pagal ho kya. Alag alag post par same comment kar chuke ho aur kitno ne tumse poocha bhi hai ki mail ID bata do. Bata kyon nahi dete

[Umangv16]

Message samsung support on whatsapp that how i got to know if the free replacement is still active or not.. even if the service center denies you can show them the message and they will have to change the Display if your phone doesn't have any major dents or water damage after they openn the device. (500rs labour cost is still applicable) they will change the full housing of your device only the back panel will be the same. The behavior of service center varies branch to branch though.

[mishraasudeep]

This was the reason behind they denied. I tried phone, WhatsApp, email, service centre visit. Nothing happened. They just refused on my face.

[Umangv16]

Idk man my experience was pretty smooth i had some scuff marks and scratches too but they said it's fine it's nothing major..just hope there's no water damage behind the screen only..they said it can have water damage in the back panel but not under screen.

[mishraasudeep]

Very poor experience brother. I am long time Samsung loyal user. I even advocate for them. But they are just like any other brand. And I think most of this forum members agree with this. A lot of people are going through this specially S21 FE users.

[Oneui_new]

Scratches is ok for them. They deny free repalcement due to dents.

[cs_member10]

Dear Samsung Member,

Greetings from Samsung Customer Support!

As per your concern, we would like to inform you that the latest software update has been developed to enhance both the performance and stability of your smartphone. This update has undergone thorough testing at various stages to ensure reliability.

We understand that issues may arise due to various factors, and we want to reassure you that our service team is always available to help resolve any concerns you may encounter.

You have already connected with our support team and service team, they have guided you according to Samsung policies, please be informed that charges for repair are applicable for damaged(dent) products.

Rest assured, we will provide best in class services and repair is done by trained and certified engineers of Samsung. Also, all parts used will be genuine. Kindly coordinate with the service team for any further assistance regarding this matter.

Warm Regards,
Samsung Customer Support

[mishraasudeep]

The audacity... My god