[Resolved]  Samsung India — Problem with service

Address:	560017
Website:	www.samsung.in

Hi,
My name is Gaurav Maheswari,
I had given my phone for repair on 06 March 2017, for the repair of broken display.
The estimate i received was for the amount INR 27532/-
I have attached the estimate copy for your reference, the display was being changed along with the motherboard.
I received the device with the repairs done against the service request number [protected] on around 22 March 2017.

Since receiving my device, i noticed the device is having a lot of problems after the repair -
1- The back pasting was not done properly, the pasting tape was protruding out.
2- The battery backup had got worst. Draining about 3 % per hour on deep sleep, without using the device.
3- Ear piece had a crackling sound.
4- Wireless charging not consistent. It Stops charging after an hour or so without the battery being fully charged.
5- Volume button, power button clicking with a very loud sound.
6- Home button not responsive, i have to press it very hard.

I immediately went to the service centre R-Logic Technology Service India, Lal Bagh Road. the next morning and gave my device asking them to fix the issues,
I was told the ear piece and the battery has some problem and would be replaced in a couple of days once they get the stock and the took the device from me, this was on 23 March 2017 against the service request number [protected]

On 25 March i went to collect the device, during the diagnostic before handing the phone to the customer they noticed the knox had been triggered, which they weren’t sure how it happened as while handing the device over to them they had run the diagnostic check to find the problem and it wasnt tripped that time, they told me that enabling knox and installing apps from the play store causes this, but upon further invertigation from your website documentation, i realised what he stated to me is untrue and he is just trying to cover up the fact that they caused this.
They asked for a few days of time to process the device repairs under warranty as they need approval.
On 29 March they finally gave me the device, with the knox triggered, and i was still facing the same problems, with the battery, charging and the phone heating up now.
I went to the service center on 30 March asking them to fix the issues and i was told they cannot since the knox has been triggered and it won’t be covered under warranty despite it being their mistake,

I was surprised since while giving the device to them with the previously new motherboard, and knox not tripped, they accepted it and due to some error form their part, the knox tripped and they very conveniently gave the device back without fixing the issue or the knox trigger.
I told them that it was their mistake and despite repairs i am still facing problems with the device, the person told me that the motherboard is defective and they won’t cover it under warranty and i would have to pay again!.

So in the end, after spending about INR 27000/- and giving the repaired phone for repairs again since the service quality wasnt upto mark, the service center making my device warranty void, i am still having issues with my device with the battery drain, button issues, home button not responsive, over heating and wireless charging issues.

It is very surprising to see such kind of service with Samsung, with the amazing design and features of the device but the service quality is very disappointing and they end up damaging parts of my device which were previously working fine.
Please follow up with the service centre to find out how exactly my device had the knox tripped since while taking the device they checked it and it wasnt tripped.
Kindly provide a resolution for my problem at the earliest as i am still facing issues mentioned despite giving my device for service multiple times and getting a paid repair, and also my device warranty is only till 12 May 2017.

Thanking you
Gaurav