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.
