Prashant Kumar
New member
- Model
- Samsung Galaxy S21FE
- Dealer Name
- Sane Retails Private Limited Sunsat warehousing Pvt. Ltd., Hadbast No. 23, Village Sanpka,Tehsil Farukhnagar, District - Gurgaon, Haryana 122503, Farukhnagar, HARYANA, India - 122503 (Through FLIPKART)
- Company Name
- Samsung India Electronics Private Limited
- Customer Care Number
- 1800407267864
- Loss Amount
- 30114
- Ratings
- Opposite Party Address
- F1 Info Solutions & Services Pvt Ltd Ground Floor, Sagar Trade Tower, 3A, Habibullah Estate Rd, Hazratganj, Lucknow, Uttar Pradesh - 226001
I am using Samsung S21FE mobile, purchased from FLIPKART on 23.09.2022, delivered on 03.10.2022. On 10th June 2026, one software update ONE UI VERSION 8.0 was pushed by Samsung. When I update the same, one white line becomes to reflect on my display. I have switched off & on the mobile, but the issue was not resolved. I called the SAMSUNG customer care centre on toll free number 1800407267864 on 29.06.2026 and registered my issue with reference no. 2487564652, after that I received one call from Samsung Customer care (no. +911203705060), during the call it was advised to visit the authorized Samsung Service Centre, will copy of bill. Further, I had also dropped an e-mail ID supportindia@samsung.com, on 29.06.2026, regarding my issue.
In reply, it was advised to visit the authorized Samsung Service Centre for a thorough inspection of the device to provide the best resolution further. I visited Samsung Authorized Service Centers at LDA, Kanpur Road, Lucknow and Hazratganj, Lucknow regarding display issues in my Samsung mobile. I was informed that the issue is due to the recent official software update pushed by Samsung. I was further told that if the device is within 3 years of purchase, display replacement will be done free of cost, but if it is older than 3 years, I will have to pay for the replacement. This is unreasonable because:
1. The defect was caused directly by Samsung’s official software update, not by user damage or wear and tear.
2. At the time of purchase, Samsung promised 5 years of security updates. If downloading an official update damage the hardware, the liability should be with Samsung, not the customer.
3. A long-term customer should not have to suffer a loss due to issues arising from the company’s fault.
Further, I raised online grievance on Government portal INGRAM with Ref. ID 9720256 dated 14.07.2026. Afterwards, I received call from Samsung team on 17.07.2026 and it was asked for creation of a job sheet at the Samsung Service Centre and was requested to submit the job sheet along with a copy of the invoice for my mobile phone.
Accordingly, I visited the Samsung Service Centre, Patrakarpuram, Lucknow, on the same day i.e., 17.07.2026 & created a job sheet by paying amount of Rs.236.00. After obtaining the job sheet (Job Sheet No. 4439127852), I emailed it along with a copy of the invoice to Samsung team email ID to deependra.k12@partner.samsung.com on 17 July 2026 itself.
After, some calls from different members from Samsung team on various day, finally Samsung team refused to resolve the issue at their cost.
In reply, it was advised to visit the authorized Samsung Service Centre for a thorough inspection of the device to provide the best resolution further. I visited Samsung Authorized Service Centers at LDA, Kanpur Road, Lucknow and Hazratganj, Lucknow regarding display issues in my Samsung mobile. I was informed that the issue is due to the recent official software update pushed by Samsung. I was further told that if the device is within 3 years of purchase, display replacement will be done free of cost, but if it is older than 3 years, I will have to pay for the replacement. This is unreasonable because:
1. The defect was caused directly by Samsung’s official software update, not by user damage or wear and tear.
2. At the time of purchase, Samsung promised 5 years of security updates. If downloading an official update damage the hardware, the liability should be with Samsung, not the customer.
3. A long-term customer should not have to suffer a loss due to issues arising from the company’s fault.
Further, I raised online grievance on Government portal INGRAM with Ref. ID 9720256 dated 14.07.2026. Afterwards, I received call from Samsung team on 17.07.2026 and it was asked for creation of a job sheet at the Samsung Service Centre and was requested to submit the job sheet along with a copy of the invoice for my mobile phone.
Accordingly, I visited the Samsung Service Centre, Patrakarpuram, Lucknow, on the same day i.e., 17.07.2026 & created a job sheet by paying amount of Rs.236.00. After obtaining the job sheet (Job Sheet No. 4439127852), I emailed it along with a copy of the invoice to Samsung team email ID to deependra.k12@partner.samsung.com on 17 July 2026 itself.
After, some calls from different members from Samsung team on various day, finally Samsung team refused to resolve the issue at their cost.