Mother board to be replaced
I am facing this problem since December'10. I visited Master Care service centre on December 29, 2010 to handover my mobile handset, as it was not getting on. However the same complaint is registered with Samsun Call Center with complaint no. 8421827511 & 8404562594.
It was told to me by the attendant that it's L4 type of problem and requires sending handset to head office for replacement of motherboard. It would take 20-25 days to return the handset. Service request was registered with work order no.MCL26582. I waited till 20th of January'11 and I registered a complaint with Samsung Call Center which is having complaint no. 8404562594. Samsung call center asked me to get in touch with Area Manager, Vaibhav, M-9773977366. I approached him and he managed to deliver handset just in two days. I collected my hand set on January 24, 2011. I collected the handset without getting confirmed, if required spare parts are replaced or not. I was aware warranty period is getting over on January 30, 2011.
Therefore I requested Vaibhave to give me minimum 6 months extended warranty or at least spare part specific warranty. New replaced spare part may trouble after some time. But Vaibhav refused to give extended warranty.
My handset again faced similar problem on February 10th when I was in Delhi. So I again visited Master Care service Centre on February 14th, after having communication with Vaibhav. After getting confirmation from Vaibhav, Master Care Service Centre agreed to accept the hand set. This time I was conveyed by the attendant that mother board which was supposed to get replaced in December'10, was not replaced at that time. This time Master Care Service Centre registered work order no. MCL31038.
On February 19, 2011 I received call from Master Care Service Centre asking me to collect my handset. I visited the service centre on February 21st, to collect handset. I inquired, if the mother board - PBA board is replaced or not. They refused saying, hand set is out of warranty, and therefore they did not replace it.
I did not accept the handset and spoke with Vaibhav immediately. Vaibhave confirmed that software is upgraded without replacing motherboard and hand set is working. It means, mother board - PBA board was never replaced; in spite of the fault is diagnosed with such problem requiring to replace mother board / PBA board.
I again regiestered complaint with Samsung Call Centre wide complaint no. 8421827511. Earlier I spoke with Ajit More about same problem but he also refused to help me. Ultimately I decided to approach Consumer Court as a last option, after getting confirmation that Samsung Call Centre cannot help me.
With this mail, I request you to take necessary action and provide assurance that ........
1) Mother board - PBA board of my hand set is replaced at the earliest
2) I will get at least six months warranty for replaced PBA Baord - Mother Board.
3) Rs. 5000 as compensation as Samsung Mobile Company is unable to resolve complaint for more than four months and it has harassed me and tortured me for want of problem resolved.
Enclosed are copies of Master Care Work Order no. and invoice for your reference.
Waiting for a positive response.
As per conference call initiated by Karishma on April 11th, 2011, I was directed to get in touch with Shoaib Shaikh to get the complaint resolved. But he again asked me to send him SMS to know about my mobile number and he would call me back by next day evening. Same sentence he told me on March 15th, 2011. Mr. Shaikh neither remembers complaint nor is he able to recognize.
However Shoaib Shaikh is also found to be irresponsible, useless and giving me false commitment. When I sent him below mentioned mail on 17th Mar, he promised to reply back by 19th Mar. But he did not.
I followed up with him on 21st Mar, he said by 23rd, I would get his reply. Again follow up with him on Mar 25th, he requested to wait till March 28th. Last morning I sent him SMS on his mobile, M-99204 62729 and called him up in the evening but he again asked for time till today morning 11. Today its April 11, 2011 and neither he has replied on mail nor has he called up.
Why is hired for? Is not his duty to extend service to customer? He has been delaying and extending time lines without resolving the complaint. Does he have any intension to resolve the complaint?