[Resolved]  Samsung — Avoiding Warranty Misguiding and Unprofessional Service

Address:

258.1, First Floor, Avarampalayam Road, (Near ICICI Sbt Bank Branch) New Siddapudur, Coimbatore, Tamil Nadu, 641044

I bought Smasung Galaxy M31s on 21.01.2021 through Amazon. On 28.06.2021 night, there was a small purple patch that appeared on the screen. The next day morning I took the mobile phone to Samsung authorized service centre in Avarampalayam Road, Coimbatore. I was given appointment token for today afternoon (30.06.2021 &1.00 pm to 2.00 pm).
On meeting the service person I told about the issue and the the service person told that the touch screen is working good and there is leakage of liquid in display and that is the cause for the purple patch. I requested for change of display to be covered under warranty. The service person informed me that only if the touch screen and display does not work then it can be covered under warranty. I was confused and asked for a authorized manual or SOP based on which I was told warranty does not cover this damage. The service person told that there is no such manual or SOP available and anywhere electronic products will be seen and assessed. I asked them how they rule out chances of manufacturing defect, the service person told that such defects will happen within 10 to 15 days o[censored]sage of device. I asked if there is any document having such statement and NO was the answer. Any of the response was not agreeable or convincing. I told I want to discuss some superior with whom should contact to raise my grievance. The service person told that they will log in my issues and collected my name and phone no and gave a form and asked me to sign so that they log in the issue to customer care. I found the form to be Acknowledgement of Service Request and I told that I am not submitting my phone for service before my doubts are cleared. I was again told to sign the form. I collected the form and wrote that I am not satisfied and not submitting the phone for service and signed both the office copy and customer copy. They thought and treated me like an illiterate. I asked how much it would cost if i have to pay to change the screen and display. The service person in the next counter intervened and rudely told that it will take two days to give an estimate and they cannot tell now. I asked that a service centre should know how much should it cost to replace for which they told that it will cost Rs.6000. When I was about to leave the service person told that i cannot carry the customer copy as I have not given the phone for service. I asked them why did they get it signed telling it is for logging in the issue with customer care and I have made myself that i am not submitting my phone for service which I have written and signed. The person apologized and requested to handover the original and gave me a photocopy of the form.
The phone was handled with utmost care and there is no scratch or any defect that has arised from usage.
The phone is in full warranty cover for one year. Only 5 months has passed.
Though there are so many alternative brands that sell better specification phones at lower cost, we middle cost people cannot buy often and it is like an investment for couple of years. So we trust brand like Samsung, hoping that the product will be good and there will be integrity in after sales service. But our trust and faith with Samsung is shattered. An authorized service center does not have any approved document to substantiate their claim and treats a customer like illiterate. I was made to wait wait and wait when the service person was discussing with her colleagues on how to tackle me.
I strongly believe that product sold to me was defective and the service centre is trying to blame the customer without showing any proof.
I need an replacement for my phone and I need the manual based on which the warranty cover for my issue was denied.