My Samsung S24 Ultra has developed a green line issue. After contacting customer care and completing their recommended diagnostics and software updates, the problem persists. The service center examined my phone and, citing a lack of registered cases for this issue with the S24 Ultra, requested 21,000 rupees for a screen replacement. Following further communication with customer care, my request for compensation or a free replacement was denied due to the same lack of registered cases, and I was asked to raise a charge sheet. A job sheet was created on February 19th, but I have yet to receive an update. Customer care continues to reiterate the need for payment. As this issue occurred without any physical damage on my part, I am disappointed to be faced with this expense. I had hoped for a better outcome from Samsung, and I wish they would address this type of issue with the same consideration shown by other manufacturers.
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.
Rest assured, kindly request you to visit the service center 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.
Additionally, we are taking your valuable feedback regarding the extension of the list of models for the display policy into consideration.
I would appreciate it if you could explain why repair charges apply in this case, as there is no physical damage. The fact that my one-year warranty has expired doesn't mean that the green line shouldn't be covered. Many other mobile phone companies offer free display replacements; could you explain why Samsung does not?
If that's the case why the issue is only with specific series and models only what not all. Why you had policy of display replacement with terms and conditions
1 - device should be purchased within 3 years 2 - No physical or liquid damage
I received a call from a Samsung representative who politely inquired about the issue and asked which regional language I preferred. After I responded, the representative ended the call. Should I anticipate a return call from Samsung?
If you are lucky then yes otherwise they will send a text message with reference number. Still wait for the call and do record by informing them. Ask for root cause of the issue
