Samsung — Level U Headset

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Samsung India, Chennai.

I bought a samsung level u headset on 29/11/2019 from a samsung dealer for a price of Rs. 2800.. The level u headset developed a crack on the rubber mounting and when I approached their service centre they asked me to contact samsung customer support. I sent around 20 emails to their mail support.[protected]@samsung.com and they responded that the headset is physically damaged and hence will not attract warranty. My point is it is because of the poor quality rubber the headset developed a crack. Samsung vide their email confirmed that the headset is inspected by their qualified engineers and found it as physical damage. Samsung India also stated that they have provided a suitable solution to me and to approach their service centre. But I was informed by the service centre that no communication or call received from samsung india and headset was simply kept lying at the service centre without any attention. Samsung India is cheating their customers 1. By giving sub standard products at costlier price 2. By giving wrong information about the service status of the product.

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Samsung India customer support has been notified about the posted complaint.

Verified Support

Nov 02, 2020

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

Nov 06, 2020

Updated by [email protected] Samsung India who confirmed that they will resolve my complaint on 5/11/2020 between 4pm to 6pm, has not resolved my problem yet. They have not yet contacted me till now. Screenshot of their email is attached herewith.

Thanks in advance
V. Sankara Narayanan

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Comments

[email protected]

Thanks to the consumer forum. Samsung India has assigned one Mr. Suresh to attend to my problem. Even though he has taken all inputs and also asked me to share the images of the headset damage, headset box image, purchase bill, to him, thru his email. I have shared all the information. He said he will get back to me on 5/11/2020 between 4pm to 6pm with a suitable solution.
But till today 6/11/2020 I have neither received any call or email from him or from samsung india.
This shows Samsung India does not keep up their word or commitment and will have to penalised heavily to realise the impact of complaining to consumer forum.
They are not very serious in listening to their customer complaints. If I have not complained thru consumer forum, they would not have even responded to complaints. I hope I have to live with the problem on the headset.
Thanks for your support.
Regards
V. Sankara Narayanan

[email protected]

After so much of repeated effort Mr. Suresh of samsung called me just a while ago on 6/11/2020 and said that i have been disturbing him by sending repeated reminders and also admitted that this crack is not because of physical damage but cannot be covered under warranty. He is asking me to buy a new headset again by paying Rs. 2800.
I am totally fed up and going thru mental torture on my Rs.2800 is going waste for no mistake of mine.
Samsung approach on this complaint itself is wrong as this is not a damage, it is a small crack which could hamper the performance of the headset over a period of time.