Samsung has been the world's biggest smartphone, TV, and home appliances brand for years. Despite increasing competition from multiple brands, it has stayed firmly in its place for most of this period. Thanks to the trust it has built over the years, many consumers prefer buying a Samsung device over products from most Chinese brands.
The South Korean firm's software quality and support have improved tremendously over the past few years and positively impacted consumer mindsets. But we have noticed increasing complaints about Samsung products over the past few months, especially from Indian consumers, with some complaining that Samsung refuses to offer free repairs even for issues that are caused by faulty hardware and not because of user error.
For example, some users have reported that their Galaxy smartphone's Super AMOLED screen has developed a green/pink line without physical damage, and while some service centers have offered free repairs, some have not, which has lead to a number of complaints from users on social media platforms such as X (formerly Twitter) and Reddit.
We reported on these issues earlier in the day and also reached out to Samsung India for a statement to hear their side of the story, and we have decided to adjust our coverage as a result in the interest of balance and brevity.
According to the spokesperson we contacted, “Samsung India is committed to providing the highest standards of customer service to all its consumers in the country. We give highest priority to our consumers and believe in providing convenient, seamless and accessible service for all.”
From what we have heard from our own sources, Samsung India does a pretty good job of addressing complaints as quickly as possible. It's not perfect but Samsung tells us it has taken note of the increasing amount of customer feedback on social media and elsewhere and will be doing its best to make the necessary improvements, so you can rest assured that we will visit this story again at a later date to see the results of those improvements.