[Resolved] Samsung India — Non-replacement of faulty handset. | |||||
This has reference to samsung complaint reference [protected]. I am a hapless customer of a9pro smartphone. I purchased this phone on the night of 14/01/2017, and within 4-5 days the phone started to reboot on its own. We took the phone to the service center on 22/01/2017 and was told to take a data backup and come back. As we are working and could not go to the service center during the weekdays, we went with the phone on 28/01/2017. The service center did some software upgradation and send us back stating that the phone can be surrendered if the problem persists. As the problem persisted, we immediately surrendered the phone to the service center on the very next day. Post that we were told by the service center to surrender the original bill and the entire kit to the center for replacement. We immediately surrendered the same on the very day and was informed that the replacement would be provided in 7-8 days. Subsequently after two days, i got a call from the service center that since the set was submitted one day late, it could not be replaced. Since then i have contacted samsung care several times asking about the status of the matter as more than a month and half had elapsed. Finally one mr. Shafiq called me last week saying he's from head office and said he's looking into the matter. Today again he called and informed me that the faulty set can't be replaced as the set was surrendered on the 15th day, one day later. I am shocked at the explanation given, that a company like samsung can refuse to replace a faulty handset on a flimsy ground that the set was surrendered a day later. I informed mr. Shafiq that this is not acceptable and requested him to provide the contact details of the senior authority to whom i can escalate the matter. He refused to give any details, and told me he is the senior most person available. After repeated calls from the service centre, i collected the handset on 26/03/2017 from the service centre and was assured that the problem is rectified. However, to my shock, the problem still persists and the phone goes into auto shutdown constantly. All complaints to samsung is falling into deaf ears. Was this information helpful? | |||||
May 12, 2017 Complaint marked as Resolved Samsung India customer support has been notified about the posted complaint. Verified Support Mar 28, 2017 Samsung India Customer Care's response Dear Customer, Greetings from Samsung. With the reference of your feedback regarding Samsung product, we sincerely regret the inconvenience caused to you. We wish to inform you that your complaint is acknowledged and our customer service team would contact you shortly for providing resolution to your complaint. Thanking and assuring you our best services always. Best Regards Samsung India Electronics Pvt Ltd | |||||
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Subsequently, I received an email from Mr. Mudit on 05/04/2017 stating that the cell could not be replaced as no problem was detected . Same day i replied to him stating that the customer is not a fool to leave the brand new handset at service center if there was no problem . I have till date not received any reply to my email . The copy of the email correspondence is produced here -
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Regarding your Samsung Product([protected])
Inbox x
MUDIT SINGH
Apr 5 (12 days ago)
to me
Dear Ms. jayati,
Greetings!
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 in terms of quality and service of the products.
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. After an extensive diagnosis by our certified technical support engineer, we found that no defect has been found in the product unit.
We understand that you expect a replacement or refund in lieu of the product. We would like to inform you that unless the product has some technical fault, it will not be possible to either replace/repair or provide any refund on its behalf. As long as the product has any fault, it is always open to a repair as per Samsung’s warranty policy.
Nevertheless, we would like to take this opportunity to thank you for your feedback and to give us any other opportunity where we can serve you in any other way. We assure to give you the best possible solution in any manner.
Regards,
Mudit Singh
Sr.Executive, Customer Experience
Desk phone:[protected]MON- SAT, 9am - 6pm)
Jayati Roy
Apr 5 (12 days ago)
to Virag, mudit.s
Dear Mr.Mudit,
It's extremely shocking to see the kind of response from Samsung. We have reported the complaint within 7 days of purchase and out of nearly 3 months of purchase, the set is lying with Samsung for two and half months.
Do you think a customer is a lunatic to leave a brand new set with Samsung service centre if there was no problem.
As I had already intimated countless times that the set gets restarted on its own . It happens when we are using the set .
For the sake of security of my email accounts, I cannot leave the set with my all my email and other accounts open . So when the set is surrendered at your service centre, you cannot detect the problem. Obviously the problem of auto shutdown recurs when the set is being used. I have already informed this aspect several times to your service centre.
I demand a re examination of the set keeping the above aspects in mind when the set gets tested with all apps functioning.
Or else I will have to term it as a failure of your service team .
Await your revert on the above . And please don't assure of your best services, because I am still waiting to see it .
Jayati Roy
Attachments area
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I started receiving calls from the Service centre that I need to pick up my phone or else they would dispose of the phone as scrap . This is sheer blackmailing on Samsung's part .
I collected the phone from the Service center on 12/04/2017 in fully discharged condition and could not be tested at all .
Needless to mention that the problem of auto shut down continues .
so much for Samsung's complaint resolution procedure .