On Sunday morning, January 23, 2023, as I was taking to my friend on phone, I noticed a vertical green line on the left side of the phone. This appeared post the phone software update on previous night. I tried restarting/resetting the phone as suggested by customer care, but nothing removed the green line from the phone.
Below is the detail of my lengthy discussions with Samsung Service Centre and it depicts a painful/costly process of dealing with a problem caused by a software update and somehow policies are created in a way that consumer is responsible for paying to get it fixed:
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At that time, I called to Samsung customer care about the issue, and they suggested me to go to nearest service centre to get my mobile checked. Next morning, January 24, 2023, I went to Parama Retail solution India Pvt Ltd which is situated in Select city mall. I reached there at sharp 11.00 clock in the morning. I explained my issue to the person to the store manager but at that time no engineer had not come. So, I had to wait around more thar half an hour. Finally, one engineer took my phone to check after hearing the issue.
He took an hour to check the phone and said your phone found under Liquid Log, I was told estimation around INR 18, 000 to change the display. I tried to explain the engineer that this green vertical line had appeared randomly post software update and it is not related to any liquid damage. I also raised my concern on Samsung customer support via mail, and they also kept explaining that it is chargeable as your phone found failed under liquid damage. On January 26, 2023, I called to customer care to know the solution of it, they suggested me to raise Q&A in Samsung service that I had visited earlier. I tried to connect service on 27 January 2023 to raise Q&A, but no one picked up my call. On 28 January 2023, I again went to the same service centre to get the Q&A raised but engineer initially refused to raise the Q&A and I was asked to know whom you suggested this. I called to the customer care and explained the whole issue but somehow, they got convinced to raise the Q&A. I want to highlight the fact that I am not the only consumer who have had this issue. This is a known issue and has been raised in many Samsung communities.
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As per my discussion with the technician, it was brought to my attention that the above-mentioned issue is due to a software update which is triggering it in some devices. My device was working fine until that phone update bricked the display. 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 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 have decided that in no means possible a consumer can be held liable on a company's faulty account and should not 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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