S20 Series - Green/Pink Line on Screen Issue - How I got my screen replacement

[AnanthnagMV]

Hi There, 

This thread will be useful for Members facing Green/Pink line on S20 Series screen. 

I am a Samsung User for 5+ Years. 

I have been using my S20 since December 2020 (Phone is Out of warranty) - No Visible scratches/Dents.

On 5th of April, i had updated the software and on 15th April (After 10 days) a green vertical line appeared in the middle of the screen out of nowhere. 

I took it to a Samsung service center. Initially they checked and told OCTA (Screen) needs to be replaced and the price they quoted was INR 24,000 /- right away. After a bit of argument , the Service center people agreed to inspect my phone and accepted there was no Dent/Scratch/crack which might have been caused due to mishandling, drop and water ingress. Since i am aware of the global issue with Android 13 + Custom UI like One UI/OxygenOS - which burns an array in the OLED screen causing Pink or Green Line - Usually vertical line, i asked them it must be replaced under FOC as it is not my fault. 

They finally sent the pictures and report to Samsung for approval which they eventually got and the OCTA and Battery were replaced Free of Cost. 

The initial hesitation from Samsung is understandable. I heard from the Service center people that, some local retailers replace the original display on the phones themselves with duplicates and claim a replacement. There are many cases where some shops sell mobiles at half price - which means they replace all the Original spare parts like Battery and display with duplicates. So, they are clear that the process will take time since they need to scan the QR codes in each part and confirm the originality and then initiate the warranty claim.

PS : 1. As per the Service center, there can be minor usage scratches (Of course all S20 series phones will be 2 Yrs old) but there should not be any major scratches, cracks or dents. There should not be any liquid ingress. 

2. You should take the mobile to the Service Center personally - should not give it through a dealer from whom you have purchased the phone. 

3. Carry the invoice copy of the mobile purchase

4. The mobile number with which the phone was activated must be with you - You will get OTP in that number for warranty claim. 

If one Service Center rejects claim, try another Service Center. Eventually they also have service targets - they might simply reject the claim and charge you for achieving their targets even without trying for a claim from Samsung - this i had faced when i faced an issue with my Note 8 a few years back - One service center rejected the claim and the other one approved. 

[Sid_Karna]

So you didn't have to mail the CEO?

[AnanthnagMV]

Haha. No need. Funny that people spread these kind of ideas.

[Sid_Karna]

Actually, you are lucky that you didn't had to do it. Many had to go to further extends to get a FOC repair. In the initial stages of this issue, people had to fight for about 6 months, after which Samsung agreed to give FOC replacement to all. ( Some of my friends were involved in this. They had to fight on social media platforms like Twitter and in consumer courts for about 6 months).

[AnanthnagMV]

Maybe in my case, it happened after Samsung had done Root Cause Analysis and concluded it's their fault.

[lauriemclaurin]

I already took my phone to a Samsung service center and they wrote out a ticket after examining the phone(diagnostics) and said it had zero damage anywhere on it and "like new"(I take care of my phone).  They will not do a FREE SCREEN REPLACE to get the green line that just showed up all on it's own, zero drop or trauma unless they get a work order directly from someone Samsung connected approving the fix and agree to cover the cost of the screen replace as they say it's the LCD issue causing the green line.
I possess the assessment from the shop but HOW to get action from someone at Samsung on the FREE screen replacement????  Out of warranty and no phone insurance.  Please let me know ASAP so that I can like my phone again with no issues.  Thanks!  Laurie

[Sid_Karna]

Which model? Send a mail to Samsung ceo with all these details and the service centre report showing that your device has no physical damages.

[indiantrueindian]

Glad to hear it😃👍

[Yedhukrrish]

@AnanthnagMV
I purchased my mobile from UAE and I'm no longer there .. So I don't have the bill with me right now. Can I get free replacement if I got this issue

[AnanthnagMV]

No. U need to produce atleast duplicate/photocopy of invoice