Advice needed. Can a phone manufacturer decide terms & conditions unilaterally?

[Proguru5569]

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Proguru5569
PARTICIPANT
April 6, 2025 at 5:38 pm

I have a Samsung S22 Ultra, in which a thick horizontal line appered after the recent update. I went to service centre and they told me that Samsung is providing one-time display replacement, only if the following conditions are satisfied:
1. Phone should be purchased in 1 year.
2. No physical damages

My 3 year period was over this March 12th ( tough luck) and phone had scratches in both front and back. So they denied free replacement.

Now, my question is –
1. can a manufacturer dictate terms and conditions unilaterally without customer’s agreement?
2. Why are they insisting that the device needed to be in mint condition, even though the issue was due to software?
3. I have mailed and talked to customer service,
And they denied me service both times – Legally,what can I do next?

All your feedbacks are greatly appreciated.

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[Seemapanda948]

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Seemapanda948
PARTICIPANT
April 6, 2025 at 6:34 pm

The issue is not due to software, but either due to some damage or excessive heating. That’s how the greenline appears

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[Proguru5569]

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Proguru5569
OP
April 6, 2025 at 6:47 pm

It’s due to software, cause when i change few settings, it disappears. If it has hardware related damage, how would the line disappear? And I have record of Samsung supervisor agreeing that the issue is due to software update, on call.

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[Seemapanda948]

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Seemapanda948
PARTICIPANT
April 6, 2025 at 6:50 pm

Dang that’s interesting. In most of the green line reports I’ve seen it just stays there whatever u do. Like when changing what setting does it appear and disappear

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[Urbanwolf2400]

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Urbanwolf2400
PARTICIPANT
April 6, 2025 at 7:38 pm

By oneplus next time. Unless your screen has visible damages like crack etc they provide you lifetime warranty against display lines. I got mine replaced last Oct for free.

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