Samsung — Problem started in Mobile Handset(GT57582ZKAINS) within 6 months of purchase

Address:

Kolkata, West Bengal

I bought a Samsung Duos handset from Reliance Digital Store at Lake Mall, Kolkata on 12th July, 2014. After using for few months (4months), I started facing trouble. As days passed, my handset started to hang. Then whenever I was using any application, it was becoming ‘switched off’ automatically. This problem was very active especially when I was capturing pictures (using camera) or surfing net. I took my handset (Model no- GT57582ZKAINS / Serial no- RZ1F62L59QZ) to the nearest Samsung service center ‘S CARE’ at Hazra Road, Kolkata on 17th January. After inspection, they said that due to using certain application, my battery has been damaged. I repeatedly asked for clarification that how can this happen that by downloading some application, how can a handset’s battery get damaged and that too of a reputed brand like Samsung. The technicians at the service center not able to provide proper answer and also said about some other faults for which I deposited the set to them on 17th Jan'15. That time they told me that it will be done within 19th or 20th and they will give a call once it is done. The job sheet number is [protected]. I was waiting till 23rd Jan (one week) and no response from there end. Then I have tried their land-line number but reaching voice mail box all time. So, on 24th I have spoken to a leady in Samsung-customer care number. She confirmed me that the handset is ready after changing the motherboard. She also confirmed me that the service center will be open till 7pm in the evening on 24th Jan. But when I visited there at 6.15pm on 24th Jan’15 it was totally closed. Then once again I called up the customer care number but they were surprised that it is closed. Then the guy spoke to me said that he is sending the message and the service center people will call me. Again another week gone and none called up. So I visited the center on 31st Jan and luckily it was open that day but the surprising thing the service center people (Ms.Puja & Mr. Anindya) told me that the handset is still not ready and having some minor issues which need some more time and asked me to come the very next day. In the mean time I asked them to provide me Samsung’s ‘customer care’ email id so that I can lodge a complaint officially and share my bitter experience but they failed to provide me. I was really surprised how can a brand like Samsung does not have any customer care email id for customers?????? As I too have office, I sent my husband on 2nd February to get it back and finally we got the handset after all work done from service center. Anyway after getting back my handset, I tried to use it but faced the same problem. I cannot switch on my handset. If it was somehow on then found that the touch was not operating properly and the handset was slow. Some of very common features are not working properly now. I don’t know what they did with my set or what major issue happened with this set in just 6 months of time. I spoke to senior engineers like Mr Anindya about my problem when submitted and he assured me to rectify it. But the end product was zero. They does not even want to disclose about the issue: - is it a product issue or anything else. I don't find any transparency in this which is never expected from a brand like Samsung. As a customer loyal to Samsung, now I am frustrated with this world famous brand and really don’t know what to do. Yesterday I again called your customer care number and lodged a complaint whose number is [protected]. Am I being sold a scrap handset? Or do the quality of Samsung has gone down to such an extent that within the six months, it will start giving so much trouble to a customer that would change his thoughts regarding Samsung?????