I am from bangalore, india. I own a samsung galaxy s7 which one month back i accidentally dropped and the lcd panel got broken. The side panel had a minute dent which is barely visible.
I visited an authorized samsung galaxy service center located in marathahalli where i was advised that i will have to replace both the lcd panel and the side panel which will roughly amount to 14k inr. I agreed since i found the phone useful and wanted to use it more.
Side panel was not available in the service center and i had to make 3 visits and 5 phone calls over a period of 3 weeks to get the same answer that the side panel of samsung s7 gold was not available.
I was not facing much issue since the touch functionality in the phone was still working and the visible area was not affected since only the upper part of the glass has a small crack.
I was about to travel our of the city for a while so i finally decided to get only the lcd replaced since the side panel was not available.
The same service center now tells me that no data will be lost since it is just the panel replacement, delivery time will take maximum 1 hour. I waited for 3 hours and then called and was informed that my phone was ready. I went and saw that the touch was not working at all, i was not even able to unlock the phone using a basic cross pattern which i had set in the locking screen.
The engineer advised me to upgrade the software which i had to reluctantly agree considering the loss of data i had to bear however i had no choice. He said the procedure now will take max 30 minutes. I went back to my work checked after an hour where i was informed that the software update has not worked and the new lcd panel is faulty and there was no stock left to give me a replacement!
This is now dejavu for me considering the fact that i know my phone is completely gone now and i am not going to hear back from these # again in the coming weeks, may be even months.
I have written a lot so i am going to cut it short now. I have been a proud user of samsung galaxy note 2, samsung e7 and now s7. This is going to be the last time i am going to use any samsung product or recommend one to any of my acquaintances.
I am sure that i am not going to see any actions being taken against the service center who do not even have the minimum decency to talk to a dissatisfied customer and instead was treated with insulting words like "stop arguing", lies like the entire shipment of lcd panel was faulty and we tried a few of them.
Yes, these are the actual quotes by the manager mr robert.
I have ranted on for a while now and i am going to stop. I will expect the same from a reputed org like yours to stop cheating customers in a similar manner. Teach the service engineers some basic oratory and soft skills and i am sure that will help them become better humans if not better engineers.
Nokia was once the king and had a fall. Samsung is going down the same road. I know i am not the only customer and it is equally applicable that "samsung" is not the only mobile company!
Regards,
S. Ganguli
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