On the 31st of December evening, my device S20+ displayed a 'GREEN LINE' in the middle of the screen. Upon checking and consulting online I noticed that 'the green line issue' has been an occurrence for many a users throughout the world/India.
At 07.00PM IST, when this occurred, I called the customer care support (mobile) and connected to the adviser who informed me about the issue and also told me that he'll lodge a complaint ID- [protected], Post he informed that he would like to connect the call to the supervisor. Hence, the call got further transferred to the Supervisor named Rajat, who was aware of the issue and acknowledged that the issue is at SAMSUNG's end and also advised about the company advisory in which SAMSUNG accepted it was liable for a display change. The call lasted for half an hour and he also gave me a complaint ID [protected]. He also assured me that I will receive a call from SAMSUNG Sr complaints team on this, which I'm yet to receive.
It came to my knowledge that the advisory was until the last day of the year i.e 31st of December 2022 and all this was happening on the eve of the last day, I contacted the customer service center at 07.00PM IST (when the green line first displayed) and they informed me that they have closed for the day and Sunday they also keep a day off. Coincidence/unfortunate it being that I got the issue at a date and time when the advisory was about to end.
Following up on it, I went to the service center on 2/1/2023 and I got another call from Customer care team and the advisor Identified as Ashutosh who also informed about the notification about the year end and as I was at SAMSUNG service center, he also spoke to the team there ( Name: Ride ) through my phone and advised them to create a 'Job Sheet' and nothing more.
At the service center I spoke to Customer care officer Name: Disha A Jondhale Id: Disha079 who also quoted the policy and advised me to talk to call support.
I would like to inform you that I'm not at all pleased with the fault my phone incurred due to SAMSUNG's update followed by the bad support as a consumer I've received. It makes no sense to me that a fault like this, SAMSUNG has put on a date/time instead of 'Product recalls' or coming out with a better solution to which a person having this issue would have two weeks to get it fixed instead of an year end and conveniently dodging it's own fault and responsibility. Not to mention if this is what's happening to the prime series of SAMSUNG flagship phones like S20+, I don't want to imagine what a common user of A/M series would face.
It would be ethically incorrect for SAMSUNG to charge for something which the consumer is not at fault and skim a hefty amount on account of putting an untimely malfunctioning update. As a responsible, multinational manufacturing conglomerate SAMSUNG like other countries should have put in a notification about the mistake and should have recalled the products from the market and fixed them rather putting it on consumers, as it seems altogether a discrimination to Indian consumers community.
Besides being annoyed by the malfunctioning phone, I've to go through all this while taking my time out, I've decided that in no means possible a consumer can be held liable on a company's faulty account and shouldn't pay for what isn't his/her fault.
Being a loyal SAMSUNG customer & having several other products & also indulging in various APPLE vs SAMSUNG battles, if this is the outcome that the product for which I've paid a heavy amount starts to give me nightmares and horrible experience, I would start to look for alternatives and that's how on times like this, a firm loses its consumers.
Keeping this in mind, before taking any other actions, I'm writing to grant an extension / exception on the given advisory and getting my phone fixed as soon as possible.
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