Copy pasting some from the email i sent to the support team because i am not getting any reasonable resolution.
Date of Incident August 1st
Ticket Raised : [protected]
Issue:
I am experiencing with my Samsung S22, which I purchased in December 2022. The device is approximately 1.5 years old and has been maintained in pristine condition, with no physical damage or scratches.
Recently, I have encountered an unexpected problem with the phone's display. A persistent green line has appeared on the screen, which was not caused by any known physical impact or damage. This issue began suddenly yesterday when I powered on the device. Prior to this, I had not updated the phone's software for over a year, but I have been consistently applying updates for the past two to three months.
Upon conducting some searches, I discovered that this green line issue is not unique to my device; it appears to be a widespread problem affecting numerous users. This has raised concerns about a potential manufacturing or design flaw that may be impacting this model.
I have already raised a service ticket with your team (Ticket No. [protected]) to address this matter. However, I have yet to receive a response or guidance on how to proceed. After this customer care executive called me and gave few tips
As advised, I did a factory reset that didn't fix the issue, so I have been to one of the authorized service centers with my Samsung Galaxy S22, which I believe warrants your attention and assistance.
Upon visiting the service center, the technicians conducted a detailed inspection of my device and confirmed that there is no physical damage. However, they suggested that the issue I am experiencing might be due to a recent software update. During this process, I was informed about a scheme for the Galaxy S22 Ultra, where customers are only required to pay for the labor charges in such cases. Unfortunately, this scheme does not extend to the Galaxy S22, and the service center staff were uncertain about any similar offerings for my model.
This has led to a situation where I have been quoted a repair cost of 10, 700 INR, as detailed in the attached job sheet. Considering that my phone is just 1.5 years old and the fact that I purchased it for the full price of 67, 999 INR in December 2022—only to see its price drop to 37, 000 INR later—I am finding it difficult to justify the high repair cost for what appears to be a software-related issue.
Therefore, I am reaching out to you with the following queries and requests:
1. Could you please clarify why the labor-only charge scheme is exclusive to the S22 Ultra and not available for the S22, despite both being flagship models of the same series?
2. Are there any plans to introduce a similar repair scheme for the Galaxy S22 that would help reduce the financial burden on customers like myself?
3. Given that the issue may be related to a software update, what support can Samsung provide to address this problem?
I am writing to express my dissatisfaction with the response I received regarding the recent malfunction of my device following a software update. Had the fault been due to my own actions, I would have willingly accepted the repair fee. However, it is evident that the issue stems from the software update itself.
The current exchange value of the phone with a functioning screen is approximately 12, 000 INR, as per my recent checks two months back on Flipkart and Amazon for an upgrade to the S24. It is unreasonable to expect customers to pay nearly the same amount—11, 000 INR—for a screen repair caused by a mandatory update that was intended to enhance security.
It is concerning that the product's reliability is in question, especially when updates are being pushed with assurances of improved security.
Furthermore, I must reiterate the inconsistency in acknowledging the problem across different models. If the S22 Ultra has been recognized for having this issue, why has the S22 not received the same acknowledgment? I can share the pictures on my phone. I have been using it with utmost care as i said there is not even a scratch on my phone. Or you can ask the same service center professional who inspected the phone she has the pictures. As i said i have already spent 67K for a phone that is worth 37K now and 11K extra is too much.
It is unacceptable for a flagship phone to become unusable within two years. I urge you to provide a solution that is fair and acknowledges the widespread nature of this problem. Either send an update that fixes this screen or replace my screen.
I look forward to your prompt and professional resolution to this matter.
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