Samsung S21 FE 5G Display Issue After Update - Need Official Statement for Free Replacement

vyom02 · ‎29-06-2024

Hi everyone,

I am writing to share my frustration and seek assistance regarding a significant issue with my Samsung S21 FE 5G device. I purchased this device on September 30, 2022, trusting Samsung's reputation for quality and service. However, after the latest major Android update, the screen began flickering and turning greenish randomly, indicating a possible software-induced display damage.

I had hoped that Samsung would address this issue through software updates, but that has not been the case. During this time, multiple S series device users have reported similar issues, including the green line problem. In response, Samsung introduced free screen replacements for the Samsung Galaxy S20 series, Samsung Galaxy Note20/Ultra, Samsung Galaxy S21 series (except S21 FE phones), and Samsung Galaxy S22 smartphones in India. Unfortunately, the S21 FE has been excluded from this benefit despite being part of the S series.

Here are some examples of similar complaints from other users:

Link to Samsung Community complaint 1
Link to Samsung Community complaint 2

Link to Samsung Community complaint 3
Link to Samsung Community complaint 4

After my screen started flickering, I reported the issue on the Samsung Members app and was advised to visit an authorised service centre. I chose to visit 'Nevil Network' in Rajkot (pin code 360001). The experience was extremely disappointing. The service center head immediately blamed me for damaging the display without any inspection or service ID generation. His tone was rude and insulting, and he repeatedly insisted that the S21 FE is not part of the S series despite its name. He also incorrectly claimed that there were no reported display issues for this model, which is untrue as many users have reported similar problems online.

Additionally, I have kept my phone in pretty great condition. Had the display been physically damaged, it should be visible, but it wasn't. This further supports that the issue arose from the software update and not from any physical damage.

After returning home, I spoke with a Samsung Executive who listened to my concerns and communicated with the service center. She then asked me to revisit the same service center, which I refused due to the prior treatment. Instead, she suggested visiting 'Infinite's Smart Cafe' as an alternative. I requested a loaner phone during the inspection, considering I am an S series customer, but she advised me to ask the service centre directly.

This issue has happened with many Samsung users, and many of them have included the details of the same in numerous community posts, yet no action is being taken regarding this particular Samsung device. I urge Samsung to take immediate action and issue an official statement for free display replacement for all affected devices. Simply asking users to visit service centers is not enough. We need a clear and consistent resolution for this widespread issue.

Samsung, please address this issue urgently and uphold your commitment to quality service and customer satisfaction. Your customers deserve better.

One more thing, you have even removed (maybe not even created) the official hashtag for this device has also been removed from this forum making it impossible to tag this particular model of the smartphone.

Just check the video below:

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Members_CW023h4 · ‎02-07-2024

So the issues is that samsung is trying to update the firmware of the touchscreen on ONE UI 6.1, that fails, and touchscreen gets turned off

I have found a solution to re-enable touchscreen again, but it requires rooting your device:

https://xdaforums.com/t/one-ui-6-1-touchscreen-issue-investigation-solution-with-root.4679358/

Perpetuallybroken · ‎02-07-2024

Sounds like you proved it WAS the firmware by Samsung's error and not anything else! What you're doing is far beyond my capability and wanting to copy, however it should be easy enough for a Samsung employee to discover and ADMIT THEIR ERROR!!! Why is customer service telling customers that it's their phone and ignoring those who are out of warranty or purchased second hand? They broke it.

Members_CW023h4 · ‎02-07-2024

100% Samsung software issue in the update

Members_CW023h4 · ‎02-07-2024

In a new update / hotfix, Samsung can easily revert the touchscreen firmware file, so there would be no need for the firmware update event that fails - and all touchscreens would start working again.

vyom02 · ‎03-07-2024

Thank you for providing more details on the same, but the thing is, Samsung is not willing to even consider a possibility that is has happened due to a software update whereas their display replacement programs for past two years which apparently happened after the software updates as well.

Last year, the S and Note 20 series were provided an option to get their display (in some cases battery as well) replaced for free as this issue was caused after the software update.

This year this program was again introduced for more devices while continuing/rereleasing it for the aforementioned S and Note 20 series. The Samsung Galaxy S21 series (except S21 FE phones), and Samsung Galaxy S22 smartphones were included this year to this trend of "apparently" replacing the display for free.

Now they sneakily didn't include the S21 FE 5G series in it. But the issue comes when they blatantly ignore admitting the possibility of this issue. It's not like this is their first case of the same, this issue of display getting a greenish tint and then slowly malfunctioning already happened with their Note and S 20 series, so they should entertain a possibility of the same occurring.

They insist and keep telling me it is a physical damage but failing to show where that is. It is not a single user complaint and multiple people have reported it online. It is not like all of them simultaneously damaged their phone displays, especially after a software update and it started malfunctioning.

I wanted to ask if there is a possibility to revert it back to previous android version to verify/prove that it indeed is a software related issue without rooting it?

penguin medic · ‎06-07-2024

I'm on phone 5 .updates 2x a week is unnecessary. I believe they are doing this to render the phones bad forcing us to "upgrade " I'm going to be strongly considering an iPhone there will be no more scamsung products in this house

Perpetuallybroken · ‎08-07-2024

Still no updates to this? Has anyone managed to get their screen to work again, besides rooting? I don't want to go through the trouble of a hard reset if that doesn't work.

vyom02 · ‎11-07-2024

Basically they do not care. I received a call from them and they asked me to generate a job sheet number from service centre and get back to them via the provided contact number and email ID, once it is generated and they will assist me further.

I got this job sheet generated from the service centre and service centre representative told me that they can keep the job sheet active for 48 hours and then they have to close it. Now, I have been trying from yesterday emailing them and calling them via the aforementioned contact details provided by them, but no reply to any of the mail and the automated system says that extension is not available upon entering it correctly as mentioned in the email.

Now this is not the service i expected from a brand like Samsung. It basically looks like a move to keep us anticipating and delay any negative reviews on their social media, until people forget it or move on. Especially as they did not want any bad PR during their latest flagship launch event.

Henry V · ‎19-07-2024

Hello,

I want to start a class action lawsuit because samsung really dropped the ball here.

We can also reach out to news media as well.

There software updates making phones unusable is a huge story and the lawyers are going to love it.

Samsung make it right our feel our rath.