[Resolved]  Samsung — Reliability of product

Hi All,

I am writing this to share with you all the M/s Samsung way of systematic fooling of customers.


I purchased a Samsung Wave 2 (S-8530) model phone in last year 2011 September. The phone was working good for 2months and then suddenly it started giving trouble in mic then I got it changed after a weeks time. Then it started giving trouble on the call taking hard key. Then it started in sensitive in the left side of the touch screen. Then the total display / touch screen failed.

Now that M/s Samsung is demanding money for replacement of the failed parts as the phone is just crossed warranty.

I just wanted to know is there a system to hold the company responsible for the reliability of the product and ask them why they stopped the product in market in a short time? and what are the complaints received so far for this product and with in warranty and post warranty, What is the cost of spare parts and their failure rate etc.,

Regarding the above I had the following mail communications with them.:
//


Dear M/s Samsung & Team,

Ref : The Mobile Shop Bill # ******* dt 2Sep2011
Phone Sl Number : ***********
IMEI Nr. ******************


This is _____________ here writing to bring to your kind attention of a problem I am facing w.r.to a new Wave 2 phone I purchased (with proper bill and from an authorised dealer) on 02Sep2012.

I was anticipating to be a happy customer of Samsung using this phone at least for a 4-5 years of time as I invested a good amount of Rs. 16,100 at that time on this phone.

But unfortunately I ended up having to get satisfied with some frequent hanging and auto switch off and on instances. Yet I was going on with the phone.
Then one fine day I got the mic not working and with the office schedules I could not reach to a service center during their working hours of 10am - 6pm and after a 10 days time I got it serviced.

Again for 4-5 months it was going but still with the left side call taking button non working condition. I was going on using still.

Now that the phone started giving me trouble in touch screen touches and erratic behaviors some time. As usual I was going on. Then the left side of the screen has become insensitive.

And then on a fine morning in the end of August 2012 it stopped working on the display and being a touch screen phone I was completely rendered helpless but to use an alternate phone for urgency and held in work.

I would also like to mention that the phone was with single person usage with a very normal air conditioned environment and all along there was not any heavy fall or scratch / damage / crack etc.

I took the phone to service center (******* - Samsung Service Center - Location ****** - Jamshedpur - India) and wanted to check what happened on 10th Sep 2012 around 5.50pm

They told me to come on another day as the working hours is going t get closed by 6PM and servers will be down afterwards.

Again with managing the office hours I could go only on 15th Sep 2012.

Immediately they said the touch screen has gone bad and needs to be replaced along with LCD display unit as this model comes integral. Which will cost me ~INR 7800+ Taxes. This is a huge amount for me compared with the new phone purchase price of INR 16,00 and that too only an year ago. I also requested them to check if the software needs upgrade and they carried out the same for a charge of Rs. 280. Eventually I also lost all the contact details and photos on the phone.

In this context I would like to request you to look into the matter as a special case and provide resolution with out any additional cost implications so that it fosters my willingness to go with Samsung products in the times to come as well. I would be happy to assist Samsung if this could be any help to you to conduct any technical study on the problem case.

Awaiting for your positive response.

Thanks & Regards,
[protected][protected][protected][protected]

Dear ________,

Samsung Namaskar!!

Thank you for showing interest in our Brand Samsung and contacting our CEO’s Office.

As per conversation with you we wish to confirm that we acknowledge your concern and same has been again forwarded to our authorized service centre for your area in order to sort out the issue on priority. So we are very sorry for the inconvience that you are facing.

Thank you for giving us the opportunity to consider you.

Warm Regards,

CEO’s Office
Samsung India Electronics Pvt. Ltd.
[protected][protected][protected][protected]-

Ref : The Mobile Shop Bill # ******* dt 2Sep2011
Phone Sl Number : ***********
IMEI Nr. ******************

Dear M/s Samsung & Team,

This is __________ here writing in response to your return mail to my earlier mail dt 15th Sep 2012 .

Thank you for the reply and I understood you were trying to reach me at the phone number : +** ************ and could not reach me over phone.

I would like to confirm that I did not receive any calls from M/s Samsung during the past 2 days. Except for a missed call (got cut within short time) from +91 [protected] and could not call back as the number is saying calling back not allowed. I attended or replied all other calls.

Meanwhile I also tried your live chat mode but I cam to know it is available only during the week days between 10am to 6pm.

Hence I would like to request you to check and let me know / call again or you may reply with your phone numbers where I can call you.


Thanks & Regards,
[protected][protected][protected][protected]


Ref : The Mobile Shop Bill # ******* dt 2Sep2011
Phone Sl Number : ***********
IMEI Nr. ******************

Dear M/s Samsung & Team,

This is __________ here writing in response to your return mail to my earlier mail dt 15th Sep 2012 . and ref your complaint No: 8******58. And your service center Claim No Ref : 4********2 dt 21/Sep/2012.

Further to my reporting and your reply on the above case, I have been contacted by your team from Delhi and they requested me to take the phone to the service center again from Tuesday last as Monday was a holiday here in my town on account of Viswakarma puja. And subsequently I was able take the phone to your service center on Friday (21Sep2012) due to the nation wide bandh on 20thSep2012. Accordingly the same was informed to your service center personnel.

If you can notice during the interactions, I have asked your service team as well what kind of a solution is being offered. They again requested me to submit the phone to service center and it will be taken care.

While I took off from my work schedule between 1.30PM to 4.30PM and traveled 7+7 KMs and met the service center reps, they spoke to some of the Samsung people over phone and prepared a claim sheet asking me to agree to pay Rs. 4483.36 for this repair. This is something surprising to me.

Please note that I have already visited 3 times in person to your service center regarding this problem.

Alternatively, they proposed me for a refund amount for the phone which will be equivalent of 60% of the initial value. Sorry to say but this is nothing but ridiculous to me.

From the start of the interactions itself, my observation was M/s Samsung office was indicating me that of any decision, solution is in the purview of Service center (or) regional head which I am not able to understand. If service center are empowered to take this decision why it was not communicated to me earlier or why I should come to Samsung head office (CEO cell).

I see that whatever the decision is to be taken in this regards to be taken by M/s Samsung head office (CEO Cell) based on the merit of the case and instructed to the service center accordingly.

Hence I would like to request you to check and let me know of the resolution of this issue at the earliest.

Thanks & Regards,
[protected][protected]

dt 1stOct2012

Dear M/s Samsung Team,

This is further w.r.to the mails and calls on the subject matter.

Awaiting your reply on the action items towards resolution of the issue in this regards from M/s Samsung's side.

Except for a multitude of phone calls from your different nodal points, I am not able to see any progress in resolution of the issue.

For your reference I am attaching my earlier mail in this regards.


//Ref : The Mobile Shop Bill # ******* dt 2Sep2011
Phone Sl Number : ***********
IMEI Nr. ******************

Dear M/s Samsung & Team,

This is __________ here writing in response to your return mail to my earlier mail dt 15th Sep 2012 . and ref your complaint No: 8*****58. And your service center Claim No Ref : 4*****2 dt 21/Sep/2012.

Further to my reporting and your reply on the above case, I have been contacted by your team from Delhi and they requested me to take the phone to the service center again from Tuesday last as Monday was a holiday here in Jamshedpur on account of Viswakarma puja. And subsequently I was able take the phone to your service center on Friday (21Sep2012) due to the nation wide bandh on 20thSep2012. Accordingly the same was informed to your service center personnel.

If you can notice during the interactions, I have asked your service team as well what kind of a solution is being offered. They again requested me to submit the phone to service center and it will be taken care.

While I took off from my work schedule between 1.30PM to 4.30PM and traveled 7+7 KMs and met the service center reps, they spoke to some of the Samsung people over phone and prepared a claim sheet asking me to agree to pay Rs. 4483.36 for this repair. This is something surprising to me.

Please note that I have already visited 3 times in person to your service center regarding this problem.

Alternatively, they proposed me for a refund amount for the phone which will be equivalent of 60 of the initial value. Sorry to say but this is nothing but ridiculous to me.

From the start of the interactions itself, my observation was M/s Samsung office was indicating me that of any decision, solution is in the purview of Service center (or) regional head which I am not able to understand. If service center are empowered to take this decision why it was not communicated to me earlier or why I should come to Samsung head office (CEO cell).

I see that whatever the decision is to be taken in this regards to be taken by M/s Samsung head office (CEO Cell) based on the merit of the case and instructed to the service center accordingly.

Hence I would like to request you to check and let me know of the resolution of this issue at the earliest.//

Thanks & Regards,//

I am still waiting for their response. Lets see what happens.

Regards......Sri