Samsung — Defective handset Samsung Galaxy S 21

I was a very loyal and premium customer of Samsung mobiles. I have bought a number of Samsung mobiles which me and my family members have been using. My purchases in last few years include Galaxy S7 Edge, Galaxy Grand Prime, Galaxy A 20, Galaxy M 31, Galaxy S 20+ and the most recent and hopefully not the last Galaxy S21 5G. This background is to prove my point about being a loyal customer .

Now let me come to my Complaint . Recently on 14th March, 2021 I had purchased Samsung Galaxy S21 from Shop - S D Enterprises, address G 6-7, Manish Chambers, Plot no 15, Saini Enclave, Delhi -110092 . The Price was Rs 72, 500 and I got my Samsung S7 Edge phone exchanged for Rs 8, 500 and got Rs 1500 discount, paid Rs 62, 500/- thru online .

Since the day I started using this phone, I had been facing problem of overheating in the phone while talking and phone hanging in between. I used it for 4-5 days and raised a complaint to dealer from whom I had purchased it . He told me that we need to show it to Samsung service center . I was very busy due to my office work so requested Mr Arun the owner of shop from where I had bought this phone to arrange a pick up of phone and to show it to service center .He was humble and he picked my phone and visited Samsung Service Center (Address S-515, School Block, Shakarpur, Delhi - on 22nd March 110092) . There the services center people told him that they would do software updates and all the issues with this phone - S21 would be sorted out . He has left the phone with service center for around 2 hours and delivered it back to me after software updates .

Next day I had done my data restored and start using the phone . The heating issue was little better for 2 days but again it started heating up beyond acceptable limit . I do understand that smart mobiles do heat up a little as I have used J7 Prime, A20, M31, Samsung Galaxy S7 Edge, and Galaxy S20+, ( all purchased by me and husband) . But this heating is beyond limit and I cannot expose myself and my 5 year kid to this kind of radiation . Apart from heating I was not able to take calls /talk on this phone .Call dropped or I kept on saying Hello hello and other side could not hear me (This is not networking issue as your Service center was claiming again and again ). Had this been the networking issue, I would not be able to talk from other mobile (Samsung only ) with same Airtel network, sitting at same place, at same time . The phone hangs and its touch does not work sometimes, display shows UI problem (I am not saying always). With all these problems I was fed up and went to same service center on 1st April 2021, explained them all issues, met Mr Dheeraj the owner he said that I need to deposit the phone for 2 days and that they will run all checks to figure out the issue . I went to service center on 6th April 2021 and got a response that it is working fine on their checks and that they have again updated the software etc and there would not be problem .

On 7th April I again resumed my data and apps etc in this S 21 and started using, to my shock same problems were there, Calls were hanging ( I was able to talk on another mobile, same network, same place, same time ) but calls were hanging, touch screen did not work for a while . Heating was also there as usual . Worried and frustrated I ran to the service center the very same day inspite of my very busy official schedule and explained the issues to Samsung Service center manager . He had checked and said it is working fine and that all problems are NETWORK related .

I am absolutely convinced based on my extensive familiarity o[censored]sing Samsung smart phones that this particular piece of S 21 is defective and needs replacement. A handset that starts giving problems from day one has to have some inherent defect and I would not like to be at the receiving end for no fault of mine and especially after paying the full amount.

I have deposited the phone with them again and wrote compliant mails to Samsung India sales head and customer care .

Against my Mail to Service head I got a call that they will look into the matter and after around 10 days they had dropped a mail saying -
that "The unit is working as per the standard specification " I really doubt their so called Standard specifications now.

If the specifications are such that excessive Heating is within Standard I am afraid that S21 series has serious issues in terms of radiation and which may lead to complications to the health o[censored]ser .
Earlier I was looking for replacement of my set but now with this response I would want my 72500 Refund .

Please note that my phone is lying at their service center since 7th, April 2021 .