I am writing to formally escalate my ongoing grievance regarding the persistent pink line issue on my Samsung Galaxy M52 5G, which was triggered after a software update. Despite multiple attempts to resolve the issue through Samsung’s customer service and authorized service centers, I have not received a satisfactory resolution. The company’s response and handling of my case have been inadequate, and I am seeking further intervention to ensure my consumer rights are protected.
Product: Samsung Galaxy M52 5G Purchase Date: April 2, 2022
Issue: After receiving a software update in June 2024, a persistent pink line appeared vertically on the screen, which significantly affects the visual quality of the device. This issue started immediately after the update and has continued despite my efforts to seek a resolution.
Service Center Visit (Divyanshi Enterprises, Indore): Despite the phone being out of warranty, I raised the issue with the service center. After several discussions, a job sheet was created for investigation.
I was charged ?177 for labor costs, but issue with the screen remained unresolved.
I was informed by Samsung’s Customer Experience Team that the issue would not be covered under warranty and that I would have to pay for the repair, despite the issue being caused by the software update, not due to any fault of mine.
I was asked to visit the service center again for a physical inspection, where I paid the ?177 charge once more, but the issue persists. Since the issue was caused by the software update and not due to any misuse or physical damage, I firmly believe that Samsung should provide a free screen replacement.
Dinesh
Indore 452001, Madhya Pradesh
Email: dxxxxxxxxxx1@gmail.com
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