Samsung under fire in China for Galaxy S21 screen defect: Free Fixes in India, Paid in China

Key Points:

1. Samsung Galaxy S21 users in China face a screen defect issue, but unlike India, they must pay for repairs.
2. Indian customers get free screen replacements, even after warranty expiration, while Chinese users bear the cost.
3. Samsung’s inconsistent policies are sparking consumer backlash in China, with users demanding equal treatment.

Samsung is facing a wave of criticism in China over the handling of a defect in its Galaxy S21 smartphones. Many users are reporting a mysterious green line appearing on their screens, a problem that seems to have been experienced by several customers. However, the way Samsung is addressing the issue has sparked frustration in China.

According to a report from Jimu News, some Galaxy S21 users in China have noticed the green line problem after using their phones for over two years. For instance, a user who bought the phone for 3,789 yuan (about $710) in December 2021 reported that the device suddenly developed a green vertical line, even though the phone had not been physically damaged. When she went to Samsung’s service center on September 3rd, she was told that the warranty had expired and she would need to pay roughly 1,000 yuan ($187) to replace the screen.

Interestingly, Samsung India has been offering free screen replacements for Galaxy S21 users, even for devices that are out of warranty. This generous service in India has sparked further outrage in China, where users are being asked to pay for the same repair. Chinese users are now calling for Samsung to extend the free replacement policy to their country, arguing that the company’s inconsistent treatment of customers is unfair.

Several social media platforms and consumer complaint websites in China have been flooded with reports of users facing similar screen issues. The repair costs mentioned by these users range from a few hundred yuan to over a thousand yuan, depending on the severity of the defect. The growing backlash in China is damaging Samsung’s already limited presence in the country, where the brand has a much smaller market share compared to rivals like Huawei and Xiaomi.

Samsung’s decision to provide free screen replacements in India has been met with praise, showing the company’s commitment to customer service. However, this contrast between the treatment of customers in India and China has put the company in a difficult position, with Chinese consumers demanding equal support for their faulty devices. To regain consumer trust in China, Samsung may need to rethink its approach and offer consistent after-sales service across markets.