I bought a mobile on 16/05/2012 (Model 5512, Samsung Galaxy Pro Duos) for Rs 10000/-. It developed all sorts of problems on 19/05/2012 when I used it. The camera was non functional, the set hanged, and I was unable to receive the incoming calls. I reported the matter to the customer care on 20/05/2012 (Comp. No. 8442561700). I was told that this set would be replaced since it falls under company's policy viz. any handset if develops problems within 4 days of purchase would be replaced by the company. I was asked to visit service centre. Two service centers nos. were given to me
1. Mr. Shabbir Alam for Lajpat Nagar
2. Mr Ranjeet Singh for Noida
I tried these numbers on 21/05/2012 at least 10 times each but the desperadoes did not pick up the phone. I kept on reporting the matter to the company at every step. I was given another no. of Cell Net service center located in Mahavir Enclave. I visited the service center and asked for the replacement. The concerned person told me "Are you dreaming" the set will not be replaced. I then asked him to provide me any sort of evidence that I had visited the center. The guy denied this also to which my wife vehemently opposed. The owner of the center Sonia asked my wife "Bakwas band karo aur dafa ho jaao yahan se". But my wife refused to go from the center unless we got the proof of visit to the center. The person on the front office called the police and they started insulting us. We had no alternative but to leave the center as we were scared.
I reported the matter to the customer care and Mr. Surjeet took some Mr. Rahul Pandey on conference who is supposed to be the in charge of the service centers. That shameless fellow started accusing us without ascertaining the facts and Mr. Surjeet is a witness to it.
I sent four mails to the company
1. CEO Office
2. Head Office
3. Customer Care Team
4. Managing Director
But this cheat and unethical company did not resolve the issue. I again called the customer, this time some senior of the technical department asked me to visit Samsung's own workshop located in Nehru Place. I followed his directions and went to the said service center and met Mr. Chaudhry, the Manager. He asked me to deposit the set and told me that it was a software issue and the set would be returned to soon. I approached the counter and completed the formalities to deposit the set. The technician told me that he would check the set internally in my presence and brought the tool box to dismantle it. I objected to it, because the set was absolutely new. It was Saturday, and the next day the service was closed, so I requested the manager to give me a standby handset. The Manager simply refused quoting that it was not the company's policy. Now the set is lying junk unused with me. I have wasted Rs. 10000/- and in fact purchased mental tension, humiliation and insult incurring this money.
This shameless, unprofessional, unethical, cheat, boorish and abject company has no morality. Its only aim is to loot money in lieu of whatever conditioned handset it sells may be defective.
Dr. Hemant KumarA