Samsung — S20 Plus Display Green line

Address: 2nd, 3rd & 4th Floor, Tower C, Vipul Tech Square, Old Golf Road, Sector-43 Gurgaon Gurgaon District Haryana India 122002

Dear Sir,
Kindly help me and get involved in my issue, my name is ABHILASH VA. I have bought S20+ phone in May 2020. After 1year 1month usage suddenly visible vertical green line on my display, I didn't complain to anyone, I changes my display from your Authorized Service centre (Matrix Samsung service centre, Karamana) and it costs me 16500rs. After that everything went well. Again, after one year of completion same issue happened same green line is present on my display. I went to the Service centre they advised me to change the display, again the cost will be 16500rs. They have verified thoroughly and confirmed that there is no physical damage on the phone. And they told me that S20 and S20+ phones have this green line issue and it's a model issue. I don't want to change my display in every year by paying 16K. I have spent huge money on this flagship phone. And again, why I am spending more money on this phone.

I have contacted Samsung's Toll-free number, first, they suggested me to create a job sheet from the service centre. I went to the service centre and created the job sheet on[protected]. You can check this number ([protected]). And contacted your Toll-Free number. Front end team escalated this issue to the supervisor and finally, supervisor "Deepa" called me and said they don't have any policy to involve in this issue. And previously changed display details are not visible in your database. Because it’s out of warranty.

After that, I sent mail to the Service head on this mentioned mail (servicehead.[protected]@samsung.com). on the next day I got a call from VOC manager (shivanshu.[protected]@partner.samsung.com ) and he enquired about my issues and said he is going to assign a team member to study the issue. And requested me to submit my phone in the service centre. I did the same whatever they suggested and the next day one executive (shajin.[protected]@partner.samsung.com) called me he will take care of my issue.

After two weeks of study, Mr.Shajin called me and informed me that they can give 25% discount on the phone display. And rest of the amount I should pay is nearly 12K. I totally disagree, because I already paid and changed my display for the same reason moreover, I’m not in a situation to pay another 12K now.

It’s been 3weeks now they are keeping my phone in the service centre. When I call the service centre said they didn’t get any mail communication from the Samsung team related to my issue. No response and no communication from their side for 3weeks. I sent multiple mails regarding the status of this issue and tried to call toll-free. All are saying “checking my issue and will call back”.

If they are not ready to change my display free of cost, why it's keeping in service centre in fact it’s a brand model common issue. I was the happiest customer of Samsung devices in the last 15 years, I m owning S1, S3, S8, S9 Plus. But in S20 plus I’m very unsatisfied with their action/response and what customer expectations are they providing.

I'm requesting you either changed my phone display without any cost from me(because it's a brand model common issue ) or I need a good exchange value of my phone to purchase another one.

Kindly take the necessary action for the resolution.

Job sheet Number: [protected]
My Contact Number: [protected]
Mail Id- [protected]@gmail.com