Samsung Mobile — Service center has done faults and repair and damaged my mobile screen

Address:	Pune, Maharashtra, 411052
Website:	www.samsung.com/in

Hello, I would really appereciate if you take this matter with Samsung mobile India. I have sent repeated emails to Samsung Mobile regarding service quality issue. I got a reply from samsung service executive: It seems that they are not accepting their fault of poor quality of service. And i am been penalized for the fault which is not mine. These are the email threads between me and Samsung.--- Your question Ref: complaint no: [protected] I would request you to look into your decision again. I am been penalized for the fault which is not mine. Serivce center has screwed-up my phone a number of times as you can see form the logs. It was a shear lack of professionalism from the service center. Whose fault is to not paste the glass properly? Is it my falut??? I am again putting my words strongly, that because of the glass not been pasted properly by service center, the LCD is damaged. It should not matter if i had taken the phone home or not. There is no presence of any physical damage on the phone.. please take this case as a exception and listen to a true fan of Samsung products I will have to pay the expenses of 9400 for the fault which is not mine. You had talked that you offer the best quality products and services. Eventough the products are good, your service quality(Mayuresh cell care, Pune) lacks big time. If this is the apathy shown to the customers, who is going to believe in Samsung. I would request you to please reaplce my lcd screen free of cost as this is caused due to faulty repair. Counselor answer Dear Nilesh Deo, Thank you for becoming a patron of Samsung product. Agents Comment : Dear Mr. Deo Greetings of the Day! This is Shaveta from Customer Experience. We sincerely regret the inconvenience caused to you on your dealing with Samsung Handset. This is in reference to your email dated 27/11/2015 and subsequent telephonic conversation with you regarding your complaint for your Samsung SM-G900HZKAINS. We would like to inform you that we have already discussed your case with the management and provided you with the best possible solution. (We would not be able to cater your request for free of cost repair of your product). Please understand that we essentially need to function in conformity to the company’s polices and hence; would not be able to cater to your request. Your understanding in this regards is highly appreciated. Thanks and assuring you the best services always. Warm Regards, Shaveta Sharma Senior Executive, Customer Experience Samsung India Electronics Pvt. Ltd. For further assistance you may contact SAMSUNG Customer Contact Center at 3030 8282 or[protected]toll free) Thanking and assuring you for best services always. Customer Satisfaction Team Samsung India Electronics Pvt. Ltd. [protected][protected][protected] [protected][protected][protected] Earlier emails:::::: Ref : claim no: [protected], [protected], [protected], I received a call from Samsung service center Kharadi today. He as quoted Rs 9024 for replacement of the damaged screen. I am not going to pay the money because the screen damage is caused by the negligence of Samsung service center Mayuresh Cell care. Due to complete negligence to service quality, Muryresh cell care has damaged my phone which had no screen or lcd issue. to give a consise history of the issue: 1. there was only speaker problem for which i submitted my phone to mayuresh cell care, pune. the service center introduced, network issue, softkey back button issue, softkey back button scratched issue, UI issue, glass replacement and glass not pasted properly issue. Due to the glass not been properly pasted, glass is coming out and has damaged the lcd screen of the mobile. These issue are all due to service been not done properly and complete disregard to the quality of repair. I would really appereciate if you can please look into the matter. I am copying the previous emails that i had sent, it has all the details of the issue and complaints regarding service quality Hi, Ref : claim no: [protected], [protected], I received a call from your side on 7th Nov 15 and we had a conference call with the service care person Mr. Mayur. You had assured of a escaltion of this matter to your senior people. I received a call from your side again on Sunday which i was not able to pickup. Can you please rearrange a call from your senior person regarding this matter. We had a meeting for more than 20 minutes between Samsung Side, Service person Mr Mayur and me. To Reiterate the issue: 1. There was ONLY Speaker issue and no other issue. I submitted to Service and the soft key(back button) was not looking nice. Service person goofed up in pasting the bottom black strip---- whose fault is this??--- This is a service Quality issue. 2. Mr Mayur on his personal assurance told me to resubmit the phone in couple of days to which i said ok. 3 When i resubmitted the phone after may be a week, the softkey was scratched by the service person and the key opening looked huge. Service person deliberately scratched it to hide his inefficiencies. As the look was damaged by the service person, i completely refused to accept the delivery. --- Whose fault is this?... this is again a service quality issue from service center side. 4. I kept the device with them and when this issue is resolved they introduced a Network issue ? Whose fault is this? This is a service quality issue. 5.Again i went to service center, they said we will check . 6. Again i went to service center, They said they dont see any network issue.But I am facing the issue while calling.I had cacthed the screenshots as well. Whose fault is this??? Is this fault created by me?? 7. after that, everything was fine, but suddenly on saturday night i started seeing that the glass was coming out slowly. The galss was not fixed properly. it was not sealed properly. since Sunday being a holiday, i went to Service center again on Monday to show that the screen has blacked out. --- it is because of the service person not pasting the glass properly, this has happened. There is no physical damage anywhere on the screen or on the phone. --- Again this a aservice Quality issue. 8. Service center is responsible for damage to the lcd screen of my phone, because they did not did their job properly. I did my due deligence of reporting the issue as quickly as i can. I would request you to please look into this matter . I have faced service qaulity issues from this service center so many times. I want a complete replacement of the phone. This is the last email that i wrote on Friday... This is third time I am writing this to You. From 2 Month I am facing lot of problems ..Unfortunately, it has fallen far short of my expectations. 1. there was a speaker issue, which was resolved. However a network issue was introduced by the service people. 2. when the network issue was resolved, the service person screwed- up the front of the mobile. the soft key Back button was scrubbed up by the service person and thte mobile was given to me. For this i strongly objected and later the service center took the responsibility of the faulty workmanship and replaced the entire front glass. 3. everything was fine, but suddenly on saturday night i started seeing that the glass was coming out slowly. The galss was not fixed properly. it was not sealed properly. since Sunday being a holiday, i went to Service center again on Monday to show that the screen has blacked out. To my utter disappointment, the service person from the Samsung told me that, this cannot be covered under warrenty. I pointed that There is no scratch on the glass, neither the glass is broken. I am still able to use the phone, able to receive the call by sliding the accept call button. But the screen is completely blacked out. This happened due to faulty workmanship from the service center. By now you would have guessed, the quality efficiency of this service center. Every time i have went to the service center, it has been due to the quality of the service. be it the network issue, the soft key issue, and now the screen issue. I would want Samsung to look into this matter urgently and please replace my screen. Regards, Nilesh Hi, Ref : claim no: [protected], [protected], This is third time I am writing this to You. From 2 Month I am facing lot of problems ..Unfortunately, it has fallen far short of my expectations. 1. there was a speaker issue, which was resolved. However a network issue was introduced by the service people. 2. when the network issue was resolved, the service person screwed- up the front of the mobile. the soft key Back button was scrubbed up by the service person and thte mobile was given to me. For this i strongly objected and later the service center took the responsibility of the faulty workmanship and replaced the entire front glass. 3. everything was fine, but suddenly on saturday night i started seeing that the glass was coming out slowly. The galss was not fixed properly. it was not sealed properly. since Sunday being a holiday, i went to Service center again on Monday to show that the screen has blacked out. To my utter disappointment, the service person from the Samsung told me that, this cannot be covered under warrenty. I pointed that There is no scratch on the glass, neither the glass is broken. I am still able to use the phone, able to receive the call by sliding the accept call button. But the screen is completely blacked out. This happened due to faulty workmanship from the service center. By now you would have guessed, the quality efficiency of this service center. Every time i have went to the service center, it has been due to the quality of the service. be it the network issue, the soft key issue, and now the screen issue. I would want Samsung to look into this matter urgently and please replace my screen. Regards, Nilesh