Samsung phone green line problem: Staff asks S$300+ to replace LCD

SINGAPORE: A Samsung mobile phone user took to social media to write an open letter to the company after his and his wife’s phones, like many others, started showing vertical green lines on their screens. But what upset him even more was how he was treated—and how much he was being charged— by a staff at one of the company’s service centres.

Addressing the tech giant, Mr Arya Simon wrote on the COMPLAINT SINGAPORE Facebook page on Monday (Oct 9), “It is so disappointing to see how I was treated at your Samsung Service Centre at Westgate, Jurong East.” He had brought the phones there after the green line problem.

He added that the customer manager (CM) who attended to him, Ms Tim, said the LCD on his phone needed to be replaced for the green line to be removed. Ms Tim also said that the old LCD would be disposed of. Mr Arya would be charged S$54 for labour.

However, since a small damage was found in the corner of the screen, Ms Tim told Mr Arya that he would be charged another S$300+. In other words, the LCD replacement would no longer be free.

“I questioned her back that users affected by the screen issues are not at fault, and the issue lies with Samsung’s hardware/software and the damage to the LCD will not make any difference as in the end, the old LCD will be disposed!,” wrote Mr Arya.

He then asked her to remove the green lines on his phone without replacing the LCD, adding that he did not have a problem with the small damage on the corner of his phone. However, Ms Tim allegedly insisted that he still needed to pay for the LCD.

Mr Arya wrote, “TIM (CM)’s reasoning is extremely RIDICULOUS AND IT’S ONLY AN EXCUSE NOT TO REPLACE LCD!!!

Samsung Singapore, IT IS SO DISAPPOINTING AND REGRETING BUYING SAMSUNG S20+ WITH SUCH A LAUSY CUSTOMER SERVICE!!!! The green lines issue lies with Samsung’s hardware/software and NOT the damage to the LCD!!!”

He ended his post by writing that he hoped he would get a favourable answer from Samsung.

The Independent Singapore has reached out to Mr Arya and Samsung for further comment or update.

Many netizens have complained of similar problems—a green line on the screen, usually after an update, since the beginning of the year. /TISG

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