Green Line on Display After Software Update – Request for Resolution

[RBrianPT]

Dear Samsung,

I am writing to report a display issue that began after updating my device to One UI 7.0. Around one week after the update, a vertical green line appeared on the screen of my Galaxy S21 Ultra 5G (Model: SM-G998B/DS). There was no physical damage or mishandling involved — the issue started spontaneously.

After checking online, I discovered that many users are experiencing the same problem, often on Galaxy S20, S21, S21 FE, S22, and S23 series devices. The issue consistently appears after a software update, suggesting this is not due to user fault, but rather a software-induced hardware defect affecting the OLED display.

I’d like to highlight that Samsung India is offering free screen replacements to affected users — even out of warranty — which is an excellent customer service policy. However, this support does not appear to be available in the European Union, where many users are facing the same problem.

This raises a valid question:

Why is Samsung offering free OLED replacements in India but not in the EU, despite it being the same software-induced defect?

For other affected users in the EU:

If you are also experiencing this issue and are not receiving fair support, you may consider reaching out to the following consumer protection bodies:

• 🛡️ European Consumer Centres Network (ECC-Net):
  https://www.eccnet.eu/contact-your-local-ecc
  (Helps resolve disputes between consumers and companies within the EU.)

• 📝EU Online Dispute Resolution (ODR) Platform:
  https://ec.europa.eu/consumers/odr
  (For filing formal complaints regarding cross-border purchases.)

• 🇪🇺National Consumer Protection Authorities:
  You can also file a complaint through your country’s national consumer agency, which can escalate the issue if Samsung does not provide a satisfactory solution.

I strongly encourage Samsung to align its policies globally and offer the same fair treatment to EU consumers by providing free screen replacements for affected devices.

Device: Galaxy S21 Ultra
Model: SM-G998B/DS
Software Version: One UI 7.0
Issue Started: After the update

Thank you for your attention, and I look forward to a fair and timely resolution.

[Glenntech]

This is a customer to customer based forum
So Samsung do not monitor this community
You will have to contact Samsung Customer Support

India has a very different consumer law system to here in the UK
Like other countries
So harmonising consumer rights
is not possible

Try going into the phone app and dial *#0*#
At the top are three different colour test cards.
If the lines dissappears in these tests. Then it's likely an app or theme is causing the issue.
If it stays, then you will need to contact Samsung Customer Support

[keith30]

That's a question you need to ask customer support for the reasons why that is so.

[Brasil2412]

Prezado Samsung,

Estou escrevendo para relatar um problema de tela que começou após a atualização do meu dispositivo para a One UI 7.0 . Cerca de uma semana após a atualização, uma linha verde vertical apareceu na tela do meu Galaxy S20+ (Modelo: SM-G985FZAJZTO) . Não houve danos físicos ou manuseio incorreto — o problema começou espontaneamente.    

Após pesquisar online, descobri que muitos usuários estão enfrentando o mesmo problema , geralmente em dispositivos das séries Galaxy S20, S21, S21 FE, S22 e S23. O problema aparece consistentemente após uma atualização de software, o que sugere que não se trata de uma falha do usuário, mas sim de um defeito de hardware induzido pelo software que afeta a tela OLED .  

Gostaria de destacar que a Samsung Índia está oferecendo substituição gratuita de telas aos usuários afetados — mesmo fora da garantia — o que é uma excelente política de atendimento ao cliente. No entanto, esse suporte parece não estar disponível na LATAM (BRAZIL) , onde muitos usuários estão enfrentando o mesmo problema.   

Isso levanta uma questão válida:

Por que a Samsung está oferecendo substituições gratuitas de OLED na Índia, mas não na América Latina, apesar de ser o mesmo defeito induzido por software?

Recomendo fortemente que a Samsung alinhe suas políticas globalmente e ofereça o mesmo tratamento justo aos consumidores da América Latina, fornecendo  substituições de tela gratuitas  para dispositivos afetados.

Dispositivo:  Galaxy S20+
Modelo:  SM-G985FZAJZTO

----------------------------------------------------------------------

Translation:

"Dear Samsung,

I am writing to report a screen issue that started after updating my device to One UI 7.0. About a week after the update, a vertical green line appeared on the screen of my Galaxy S20+ (Model: SM-G985FZAJZTO). There was no physical damage or mishandling—the issue started spontaneously.

After researching online, I discovered that many users are experiencing the same issue, typically on Galaxy S20, S21, S21 FE, S22, and S23 series devices. The issue consistently appears after a software update, suggesting that it is not a user error but rather a software-induced hardware defect affecting the OLED display.

I would like to highlight that Samsung India is offering free screen replacements to affected users—even out of warranty—which is an excellent customer service policy. However, this support appears to be unavailable in LATAM (BRAZIL), where many users are experiencing the same issue.

This raises a valid question:

Why is Samsung offering free OLED replacements in India but not in Latin America, despite the same software-induced defect?

I strongly recommend that Samsung align its policies globally and offer the same fair treatment to Latin American consumers by providing free screen replacements for affected devices.

Device: Galaxy S20+
Model: SM-G985FZAJZTO"