Samsung — Issue with Samsung Mobile

Address:

Chennai, Tamil Nadu

Email sent to – Kannan.[protected]@samsung.com on 9th Oct 2013 Dear CEO, On May 28th 2013, I bought a new Samsung Galaxy S Duos and is not working for a week now. I contacted the Chennai Customer Care and they informed me that the Mother Board was at fault and needs to be replaced. They also escalated this to the Delhi office as per the their process. I received a call from Suman representing the Delhi office who confirmed that mother board is at fault and needs to be replaced. I asked him for a replacement of the phone since mother board is the heart for any device and I'm disappointed with the nature of problem in my mobile. I see that this is a manufactuing defect from Samsung end and I'm not agreeing to change the motherboard alone. I would like to have a complete replacement of the phone since its just 4 months old. I beleive Samsung will prioritze the customer's satisfaction and agree to my concern. Complaint Number for your reference: [protected] Thank You Hema No Response Again Email sent to Kannan.[protected]@samsung.com & [protected]@samsung.com on 10th Oct 2013 Hello Sir, I am still waiting for a response from you. I am without a phone for the past 2 weeks and really finding it difficult. So request your immediate action. Regards, Hema Response from Samsung Customer Support Center on 11th Oct 2013 Dear Hema Saranya Rajesh, Thank you for becoming a patron of Samsung product. We have received your email regarding the problem you are facing. As per our discussion over the telephone, you had informed that the service quality was not as per your satisfaction. We apologize for the inconvenience caused to you. We would like to assure you that post repair, there will be no difference in performance of the product compared to a brand new unit. Samsung repair process will ensure the performance of your product to your satisfaction. We would request you to visit the nearest Authorized Service Center so that we can provide you necessary service for satisfactory performance of your Mobile. You may treat this as our final offer. We request you to let us know your decision within the next 7 days. Rest assure that we are taking all possible measures to ensure resolution in shortest possible time to your utmost satisfaction. We value your relationship with Samsung and assure you of our best services, always. For further assistance you may contact SAMSUNG Customer Contact Center at 3030 8282 or[protected]toll free) Thanking and assuring you for best services always. R Suman Sharma Manager - Customer Experience Customer Satisfaction Team Samsung India Electronics Pvt. Ltd. Reply to Samsung Customer Support Center on 14th Oct 2013 Hi Suman, Thank You for the prompt response. I still stand by my request that we need the replacement of the mobile rather than the motherboard. I have seen many of my friends struggling with the Samsung mobile phone’s performance after the service and I don’t want to be one among them. I can also share the information about my friends mobile if you require. You claim that Samsung repair process is good and the performance will be very good after the service, however I would like to highlight that the new Samsung product was not reliable and not sure how reliable the service process would be. I’m not interested in taking a chance since I have already taken one. As per the email, I understand that the motherboard will be replaced and it’s the final offer. This email is forcing the customer to go for a motherboard replacement and not worried about the customer’s satisfaction. If you are not the right person to provide me with the replacement, please direct me to the corresponding person/team where I can explain my disappointments and the problem I’m facing, trusting the Samsung Organization. Regards, Hema Response received from Customer Support Center on 14th Oct 2013 Dear Ms. Saranya, Good Evening! We thank you for taking time for sending this email and making us aware of the issues you are facing with your Samsung product. This is Shraddha, Customer Experience. With reference to your mail and as per our telephonic conversation we would like to inform you that we already provided you the best and final possible resolution from our end. Therefore, we request you to kindly cooperate with us in order to resolve the issue. Thanking and assuring you for best services always. Warm Regards, Shraddha Senior Executive - Customer Experience Samsung India Electronics Pvt. Ltd. Reply to Samsung Customer Support Center on 14th Oct 2013 Hi Shraddha, During our telephonic conversation, I had clearly conveyed that I am not convinced with the resolution provided from your end. The only resolution that is acceptable by me is to replace the faulty device with a new one or give me cash-back. If there is nothing that can be done from your end, then re-direct me to the appropriate Samsung Chennai Area Manager. Look foward to hear from you soon... Regards, Hema Reply to Samsung Customer Support Center on 15th Oct 2013 CAN YOU LET ME KNOW WHAT SORT OF SUPPORT ARE YOU GUYS INTO? WE ASKED FOR THE REPLACEMENT OF THE DEVICE OR THE DEPARTMENT WHO CAN TAKE CARE OF THIS. I HAVE RECEIVED THIS USELESS LINK FROM YOU. I’M NOT SURE IF YOU GUYS ARE REALLY INTERESTED IN THE CUSTOMER SERVICE. THIS LINK INFORMS ME ABOUT THE SERVICES THAT ARE PROVIDED IN USA. FOR YOUR INFORMATION I’M IN INDIA AND NOT IN USA. ITS SIMPLE THAT I NEED A REPLACEMENT OF THE FAULTY DEVICE WHICH IS JUST 4 MONTHS OLD. NOT SURE WHAT IS STOPPING YOU FROM THIS. YOU ALSO HAVE TO UNDERSTAND THAT THIS FAULT IS NOT FROM MY SIDE, ITS FROM YOUR MANUFACTURING SIDE. MY ONLY FAULT IS BUYING YOUR PRODUCT WITH UTMOST TRUST THAT THIS IS A BRANDED ORGANIZATION BUT THEN FOUND THAT THIS IS WORST THAN THE CHINA MADE MIRROR PRODUCTS. I WANT YOU TO PROVIDE ME WITH THE AREA MANAGER CONTACT INFORMATION IF YOU ARE NOT ABLE TO PROVIDE WHAT I ASK FOR. I WILL TAKE IT FROM THERE. Email sent again to Samsung Customer Support Center on 15th Oct 2013 Hi Shraddha, I would suggest you to cooperate with us for this and not the other way round. Please see my list for your understanding What is the problem Phone turning off automatically and not able to turn it on. What is the defect? Motherboard is faulty Who is at fault? Samsung So if the fault is at your end, don’t you think that we have all the rights to ask for a new phone? The phone as such is not old for us to be convinced that it’s has been worn out. Its just 4 months old and a replacement of the new motherboard in 4 months is not good. It makes me to think that the resistance to change the device is because all the devices are faulty and you think that it will make people to ask for a replacement again and again? I don’t see a reason for Samsung to be so reluctant to provide a new brand device for its own fault which is clearly agreed and accepted by Samsung Service Center. Regards, Hema Response received from Customer Support Center on 16th Oct 2013 Good Morning! This is Sweta Joshi, Customer Experience. We are in receipt of your feedback and have noted down your concern. We feel sorry for the inconvenience caused to you. Please be advised that your feedback is important to us and is being reviewed carefully. With reference to your mail and as per earlier conversation, we acknowledge your concern and we would like to inform you that we have already provided you best possible solution. Therefore, we request you to kindly visit our authorized service centre, so that the engineer could check the handset and resolve the issue of your handset. We appreciate your support and patience and assure you of our best services always. Warm Regards, Sweta Joshi Senior Executive - Customer Experience Reply to Samsung Customer Support Center on 16th Oct 2013 HI SWETA, DOES ANYONE FROM CUSTOMER SERVICE KNOW TO READ ENGLISH. I CLEARLY MENTIONED THAT I WANT TO TALK TO SOME HIGHER OFFICIAL OR THE SAMSUNG AREA MANAGER WHO CAN HEAR MY CONCERN. IF YOU REALLY WANT TO PROVIDE ME WITH THE BEST SERVICE AS A CUSTOMER, GO AHEAD AND PROVIDE ME WIH WHAT I REQUESTED. YOU CAN CALL ME ON MY MOBILE SO THAT I CAN ASK ANYONE OF MY COLLEGUE TO EXPLAIN YOU WHAT I NEED, WHICH YOU GUYS CANNOT UNDERSTAND FROM MY EMAIL. EXTERMELY DISAPPOINTED WITH THE SERVICE THAT YOU GUYS ARE PROVIDING. REGARDS, HEMA Looping in Kannan.[protected]@samsumg.com for the above email on 16th Oct 2013 No Response Email sent again to Samsung Customer Support Center on 17th Oct 2013 IS ANYONE ALIVE. I AM WAITING FOR A RESPONSE FOR MY BELOW EMAIL. As of now, No Response I am Extremely disappointed with the Service from both Samsung Service center & Customer care