Samsung — Complaint against a brand new faulty handset

Address:

Hyderabad, Andhra Pradesh

Hi: I am forwarding this email to this email address as the issue is not resolved by the first line executive customer service. We raised this complaint (Complaint # [protected] and [protected]), but the request is not handled as per satisfaction. This is a phone I have gifted to my wife and from day one facing the issue with the handset. Request you to please help resolve the issue. For SAMSUNG this can be a small issue, but for us as a customer this is about the trust that we bestow on a brand and expect value in return. Regards, Hitesh Arora +91-[protected] +91-[protected] [protected] Forwarded message[protected] From: Hitesh Arora Date: Wed, Aug 26, 2015 at 9:31 PM Subject: Re: Final Mail for Handset Issue To: kapil.[protected]@partner.samsung.com Thank you Kapil for your response. To start with:- By requesting us to visit your service centre and collecting the handset from there, you yourself have contradicted your statement which says - "Having said that, we always believe that our customers are the best judge and may help with improving our products. Therefore, we take every feedback with an assurance of improvement with every passing day" I strongly disagree and stick to the fact that we have been cheated and harassed by Samsung with the product that was faulty from day one, the reasons being:- 1. From the time we showed the product to Samsung authorized dealer or Service Center we are been informed that the phone is fine now and asked us to keep the phone under observation, still it went for a change in motherboard. 2. There is no way we can trust the product for which the motherboard has been changed within a month. 3. Have I invested my hard earned money (Rs. 26000/-) on this handset for not able to use it properly for even a single day? 4. We cannot just keep the product with us for observation sake - we are not your Quality team who keeps the phone for testing purpose. We have already done that earlier. 5. I have gifted this phone to my wife not to take it every time to customer service or to pick up call from executive departments on the faulty device. Last but not the least - I assume we have been cheated by the Samsung Customer care by asking us to keep the phone under observation everytime just to pass the time. They should have guided us from day one that the phone is faulty and that is why we should raise a complaint at first place. How can you expect a customer to know that we should raise a complaint directly to Samsung without reaching out to Dealer/Customer care. Post your response, I believe keeping a phone under observation is just a way that customer should keep the phone and 80% time avoid this harassment. All said and done, I conclude from my side that I am not going to collect the phone from the service center as I am not at all satisfied with the way this request is handled by Samsung Support Team and concluded. The Phone bought by me was faulty from day one and you cannot expect customer to bear the price of faulty set. As a big brand like SAMSUNG, you should take the accountability of the faulty device and change the process wherever required to serve customer and give best service. Sorry to say, but this is not how you value the relationship with Customer and assure best service. I still have faith in SAMSUNG as a brand and expect a positive reply soon. Regards, Hitesh Arora +91-[protected] +91-[protected] On Wed, Aug 26, 2015 at 4:54 PM, Kapil Chauhan wrote: Dear Mr. Arora, Greetings! This is in regards to the complaint of your Samsung handset bearing model number SM-A700FZDGINS and serial number RZ8G6030QQY. It is our best endeavor to provide you with impeccable product experience at Samsung. Our products pass through rigorous quality checks which are globally recognized; therefore, Samsung products stand out as best as compared to other products in the same category. Having said that, we always believe that our customers are the best judge and may help with improving our products. Therefore, we take every feedback with an assurance of improvement with every passing day. The feedback shared by you regarding the product quality is appreciated. We assure you that we are doing our best to give you a perfect resolution for query and you will find no performance difference in your product post repair. Samsung repair process ensures equated performance of your product to your satisfaction. We hope that you will appreciate the fact that we want to give you the best resolution; therefore, we request you to bare with our efforts to serve you better by allowing us to repair your unit. We once again request you to visit our service centre and collect the handset from there as it is working absolutely fine now. In conclusion, based on our discussion we will not be able to cater your request for exchange or refund of the above said product. We value your relationship with Samsung and assure you of our best services, always! Best regards, Kapil Chauhan Senior Executive - Customer Experience Samsung India Electronics Pvt. Ltd.