At BandBajaateRaho, we regularly highlight stories where consumers feel cheated or ignored by big brands. Today, we bring forward the case of a Samsung S21FE user who has been struggling for over two months — not because of his mistake, but because of how the brand is handling his issue.
📱 The Background
- The consumer purchased a Samsung S21FE about 2.8 years ago.
- The phone was working fine until a recent Samsung software update.
- After the update, the phone suddenly developed two white lines on the display.
Naturally, the consumer visited a Samsung service centre, hoping the brand would acknowledge it as a software-linked fault.
🛑 The Shock at Service Centre
At first, the service team checked the device and even connected it to a PC. They confirmed it was a software issue. The consumer expected a free repair or replacement.
But within 10 minutes, the story changed:
- The staff suddenly pointed out a minor dent on the device (from 1.5 years ago).
- On this basis, they rejected the free-of-cost service claim.
- The consumer was left shocked — how can a dent from the past cause white lines after a software update?
☎️ Customer Care Nightmare
The consumer then turned to Samsung Customer Care and escalation managers. But instead of resolution, he says he was:
- Made to wait 20+ days with false assurances.
- Promised a “best solution” but never given clarity.
- Calls disconnected rudely — sometimes within 2 rings.
- At the end, told bluntly: “You should pay, no free service.”
This left the consumer mentally exhausted, harassed, and questioning:
“What’s my fault here? Buying Samsung was my only mistake?”
⚖️ The Real Concern
- The fault appeared only after Samsung’s software update.
- Service centres are allegedly using an old dent as an excuse to deny warranty/service.
- The consumer feels mentally tortured, forced to waste time and energy chasing a resolution.
- This practice, if true, is not just unfair — it may amount to deficiency in service under the Consumer Protection Act, 2019.
🙏 What the Consumer Wants
The ask is simple and fair:
- Free repair or replacement since the issue arose due to Samsung’s update, not user fault.
- Acknowledgement that dents unrelated to the issue should not be misused to deny service.
- Respectful customer handling, not harassment or call disconnections.
🧭 What You Can Do If This Happens to You
If you ever face such a situation with your smartphone:
✅ Document everything – screenshots, service centre receipts, call logs.
✅ Escalate officially – write to the company’s grievance officer (details are mandatory on their website).
✅ File a complaint with NCH (1915) – India’s National Consumer Helpline.
✅ Approach Consumer Court if the brand refuses to acknowledge their responsibility.
✊ Final Word
Consumers are not asking for charity — they are asking for fairness.
When a software update creates a defect, the company should take responsibility instead of hiding behind excuses.
Samsung must answer – why should a customer pay for the brand’s mistake?
At BandBajaateRaho, we’ll continue to raise such issues until brands realize that customers are not helpless.
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