Samsung has an offer for free screen replacement before 30th September 2024, for all S21 FE screen lines issues (white/green/pink),
First line appeared after the August/September update, and with each consecutive day single lines started appearing one by one.
After using the phone for 2 years, I have never given my phone to any mobile service providers. It has never had an issue. My phone has never been to any local stores for any repairs/damages/issues. I have had no work done on my phone.
The phone is within 3 years of the purchase date, as required by the screen replacement policy for this issue.
The service center took my phone submission on Sept 26th evening. They did inform me that they will keep the phone overnight to check for any problems in the phone.
Next day: Sep 27, 5:54 PM IST, I get a job sheet , mentioning defect description as DISPLAY/LINES ON DISPLAY ISSUE. REMARK: ALL DATA LOSE.
Same day: Sep 27, 7:12 PM IST, I get a call from the same service center accusing me of getting my phone repaired "Locally" which has resulted in Missing/Non Matching screws and LDI sticker missing. Hence reason for refusal for a free screen replacement: The above points.
Same day: Sep 27, 7:22 PM IST, I get another PDF, mentioning all the allegations mentioned above. I have apparently a dent on my phone, missing LD Screen and unmatching screws.
Within a period of two hours, they have added new points in the same job sheet to avoid a free screen replacement. Very smart tactics to steal and exploit the customers.
To my horror, apart from the display line issue, I now have missing screws on my phone. Having submitted a good quality phone to the service Centre, I get a treatment for gaslighting me and stealing my original Samsung parts. I can never prove this, and exploiting this, everyone has been trying to make me falsely admit that I HAD A LOCAL SERVICE done on my phone.
WHEN THERE ARE AUTHORISED SERVICE CENTERS WHY WILL I GO TO A LOCAL STORE. MY PHONE HAS HAD NO ISSUES BEFORE THE WHITE LINES APPEARED.
The customer service had already informed me on call that after my issue has been escalated, I will get a call from the team and if I miss the call I cant call back. So, I am supposed to attach myself to my phone to get a call and if god forbid I miss the call I have to wait for 6 hours.
Sept 28: 3:40 PM IST, I got a call from the Escalation Team. I was promised a call between 12 - 12:30 PM IST.
They also repeatedly mentioned that I have been to a local repair shop which has resulted in these missing parts. This is absolutely a false accusation to avoid for a free screen replacement. What has this anything to do with Screen? (POLICY POLICY POLICY).
I was put on a conference call with the service repair technician even after I said NO. This was the same service center which lied to me about the offer date, mentioning it was only valid till Sept 20, 2024.
After multiple attempts of emailing and calling, I was informed the matter will be looked into (Oct 1) and to wait for 2 days. 7 days went flying and I never did receive a call/text/email. Only after I had again raised issues with customer support, my case was highlighted.
The minimum decency of communication doesn’t exist in the escalation team, I wonder how other cases are handled. The customer has to go through all this harassment and false allegations to receive a call on Oct 9th: Ma'am we can't do anything, when you had submitted your phone to a local store, it resulted in missing parts. You have to pay 11k for a replacement. (The amount of gaslighting one company can do to avoid charges for damages they themselves created).
When the issue is clearly due to the software update , why should the customer pay for the screen replacement?
They have a screen replacement offer for this model because they know this is a common issue.
All I heard was: Sorry for the inconvenience caused. More than 15 days, I do not have my phone. I have received no resolution, I have lost business leading to mental harassment.
I am attaching the two PDFs (Job sheet) below for reference and alert for scamming customers. REMEMBER TO LOOK AT THE TIME STAMP..!!
There's no reason I should be bearing this cost.
