I am seeking guidance and visibility regarding a highly disappointing experience at a Samsung Authorized Service Center.
Timeline:
• 18-02-2026: My phone screen cracked accidentally. • 19-02-2026: Visited service center for screen replacement. Was told it would take 1 hour.
When I collected the device, the SIM tray was not functioning properly, it would not go in or come out smoothly. Staff initially suggested it might be a motherboard issue that existed earlier, which is incorrect. I had removed the SIM just minutes before entering the service center without any issue.
They took the phone back, performed “fitments,” and returned it after another hour. The SIM tray then worked normally.
However, I then noticed a visible line on the newly replaced display. I immediately pointed it out, but staff claimed they couldn’t see it and asked me to return the next day if it persisted. I took photos when it became clearly noticeable.
• 20-02-2026: They acknowledged the line and asked me to return Monday, stating they would order the part on monday and replace on tuesday. • 23-02-2026: Upon going to the service center, they told me they had the part and would do the replacement on monday only, however upon reopening the phone, I was suddenly told the display showed “liquid damage” and would not be replaced under warranty.
They asked me to contact customer care for a discount/refund. Customer care declined, stating that the service center had marked it as liquid damage.
The display defect was reported immediately after installation. The SIM tray issue also occurred during the same repair. It appears negligent handling took place during the initial repair.
The sudden claim of “liquid damage” at the time of replacement feels inconsistent, especially since no such issue was mentioned during the first inspection or repair.
Has anyone faced something similar? What would be the best escalation route within Samsung?
I'm sorry that had happened to you. I would first call the service center and ask to speak to a manager and discuss the issue you had there, and advise them that the device was falsely claimed "liquid damage", but be very polite. If you are not getting anywhere with them, you could try calling back customer service and request to speak to a supervisor.
You could email the samsung CEO to voice your dissatisfaction.
