[Resolved]  Samsung India — Samsung grand prime 4g in worst condition because of engineers at hcl service centre, janakpuri, new delhi

Address:

New Delhi, Delhi, 110059

It’s really unfortunate and painful to put on records that I am facing unnecessary hassles and complications in getting my mobile phone repaired. I have never felt so disrespected and I am outraged with the pathetic service of Janakpuri Samsung Service Centre (HCL SERVICES LIMITED). So I bought a brand new Grand Prime 4G on 27thMarch 2016 with very high expectations but there were issues with the phone right from the start. I tried ignoring small issues like Screen lag and poor battery backup for months but suddenly it stopped charging. I tried everything to fix the issue but everything went in vain. Finally, I decided to visit HCL Services Limited, centre located at C-5, I floor, Janakpuri New Delhi-110058 on 25th August 2016 where Mr Rajesh asked me to submit my Mobile for 2 days as there is some problem with the motherboard which has to be replaced as it is affecting battery backup and charging. After waiting for 2 days I got my mobile fixed as claimed by the Service Centre. Within 2 days o[censored]sage my phone started giving me headaches, the screen of my phone kept jerking and there were automatic touches even without me doing anything. These automatic touches will keep automatically opening and closing applications without my consent and the hanging situation got even worse. Now,
• I can’t make calls.
• My phone has been plagued by ghost touch.
• No internet connection.
• Phone automatically switches off and restarts.

My next step was calling customer care which was of no help as I was advised to revisit Samsung service centre. I again visited the service centre on 3rd September 2016 and this time I requested the branch manager Ms Pooja to kindly look into the matter on priority as the mobile is used for official purpose and it possesses very important official data. She asked me to take token and wait for my call. After waiting for good amount of time I was called by Mr Rajesh again who said “We can’t help you as we have already changed motherboard and battery”. Repeatedly asking him to give it in writing he agreed on keeping the handset and asked me to collect it on 5th September 2016. I collected my mobile as asked but the problem was not solved and was occurring more frequently. Visiting Service centre time and time again is brutal as the staff is abusive, loud and ill-mannered.
On 26th September I gave a call to customer care and asked them to either refund my money or replace the handset as it is of no use. On my request the executive asked me to request for “refund or handset replace” on Samsung mailbox and the expert team will revert within 48 hours. I requested for the refund same day and got a call from Samsung after 2 days. The executive after being explained the whole situation compelled me to visit the Service centre for the last time to initiate the refunding of money request. I never wanted to visit such a shambolic centre again where fools sitting behind the desk are of no use and have no idea how to treat the customers. The executive persisted and I finally visited the Service centre again on 29th September 2016, again explained everything to the person on the counter. On this the engineer replied “Only these problems? I was unable to access my handset at all and wasted so much time but the staff was unconcerned by the hassles faced by me. I tried talking to the branch manager Ms Pooja who was busy arguing on top of her voice with other customers and refused to attend us. Then we met with Supervisor of that service centre Mr. Imran Ansari, we requested him to kindly initiate the process of refunding because the handset was good for nothing not even a call can be made. He simply refused to take any action and started shouting on me and my husband. After spat between Mr Ansari and my husband with no proper solution I gave a call to customer care as I was told by customer care person a day before that if anybody starts arguing then to connect them on customer care toll free. I did the same and I was shocked to know after talking to Mr. Ansari, their statement changed. The lady suggested me to visit some other Service centre. I disconnected the call and after several requests Mr. Imran Ansari kept my handset with box and earphones stating I will be keeping this handset in my store. If I will get any call from customer care, then only I will initiate the complaint otherwise it will remain in the Service centre. It’s your choice whether to take back the handset or not.
As told by Mr. Ansari, I again called customer care of Samsung on 3rd October, 2016 to get help in initiating my request of refund or even replacement. I was shocked to know it needs to process through service centre end only, as they only knew the exact physical condition of the phone. Now the game passing is going on between Service centre team and Customer care team. It’s been more than 10 days now my phone is with the service centre and no soul has even cared to update me on the matter. I am seeking intervention and support from top management of Samsung for replacement of this non-performing non-reliable Samsung mobile with some reliable Samsung mobile. An early revert and support from top management of Samsung will help me to restore my trust and confidence towards the Samsung products.
PS: HATS OFF TO SO CALLED ENGINEERS AT
HCL SERVICES LIMITED.