Cracked screens, poor customer service and expensive repairs: Is this the decline of Samsung?

Global electronics powerhouse, Samsung, has been known for its services and quick support. The brand’s newest launch is its Galaxy S23 and S23+. Other popular models include the ZFold and ZFlip series that bring back the nostalgia from the 90s.

Since its inception, the tech giant has garnered a loyal customer base. However, recently, there has been an influx of complaints from Singaporeans on issues with their Samsung devices.

Credit: Complaint Singapore, SewingwithKayzel

For starters, those using the Galaxy S20 series reported a green or purple line across their phone screens following Samsung’s One UI 4.0 system update.

Facebook user ‘Sewingwith Kayzel’ had updated her phone software which resorted to a green line on her screen. Upon her visit to a Samsung service centre to rectify the issue, she was informed by the staff that she had to fork out almost S$400 for the screen repair.

Other incidents include owners of Samsung’s ever popular flip phones experiencing black and cracked screens or broken pixels.

Credit: Complaint Singapore, Tanner Tan

Facebook user Tanner Tan even saw the screen of his Samsung Fold 3 crack right down the middle after only a year of usage. Not only has this issue occurred in Singapore, globally, there are other cases of Z Fold 3 users experiencing cracked screens just as their phones pass the valid warranty mark.

In the US, Phone Arena reported a woman whose Galaxy Fold 3 suffered a cracked screen in the middle of the internal display. The woman managed to get in touch with Samsung and was referred to a third-party phone repair who said they would fix the display for US$800; approximately 80% the original cost of the phone.

A Samsung Z Fold 3 user from London has had his phone for almost a year. Three months prior, he noticed hairline cracks appearing in the centrefold on the screen protector, and went to speak to a Samsung engineer. The issue was brushed off, only for the user’s phone screen to crack even further.

Samsung’s online chat simply told him “it’s not a common issue”, and that they will arrange for a pickup. The user was then charged £480 (approximately S$800) to repair it, and voided his warranty, blaming it on cosmetic damage.

In spite of the barrage of complaints and negative reports, Samsung Singapore has yet to release an official statement to address its customers' unpleasant experiences. However, it seemed to recognise that many users were experiencing the issue and released a Facebook post about broken screens.

Credit: Samsung

If this is Samsung’s attempt at providing a solution that might not be hard on users’ pockets, it is a reach at best. To top it off, the comments have stated that most of their phones are covered under a warranty, or Samsung Care+, yet, they’re still having to pay approximately S$400 for their screen repairs.

Additionally, no one has come forward to recognise the many phone faults that Samsung customers have been facing across the S20 and ZFold series.

A leading brand once known for its impeccable service and innovation has now left customers hanging with its empty promises.

The increase in hardware and software issues across their products, coupled with the not-so-helpful customer service that users have faced are adding to the decline in the once loyal customer base.

Users continue to question the need to fork out large sums of money for software and hardware faults. They’ve also become angered at the poor warranty coverage; especially since customers pay additional for Samsung Care+.

Credit: Facebook, Complaint Singapore

Determined to get an answer from Samsung, some customers have taken their qualms to the brand’s higher-ups, and in some cases, it has proven successful.

Credit: Facebook, Complaint Singapore

With Singapore’s Samsung Care Centres still not acknowledging the existing S20 and ZFold issues, users looking to upgrade or switch over to the newly launched Samsung S23 can only hope that it doesn’t face the same problems.

If not, there’s always the iPhone.