Samsung — Wrong Commitment and Harassment

This is Priyanka Arora from New Delhi, India. This is regarding my recent purchase of Samsung S 20 Ultra from Croma, preet vihar. I Pre - booked the handset on 22nd February 2020 and was supposed to get the same on 18th March ( as committed by the executive there). I did the regular follow but phone delivery at the store got delayed and after that lockdown happened. Still I was in touch with the Croma manager and I was assured that the handset would be coming in April but it finally arrived around 15th June at the store, I got a call for the same but as I was not in Delhi so couldn't come. I came back in the first week of July and went to buy the phone on 8th July. Honestly, i was not interested to buy the phone anymore as it got too delayed. when I booked the phone I was excited. Still as I had already booked I agreed to purchase. When I went to the store, I told all this to the samsung representative - Nitin .I also told him that my only reason to buy the handset now would be for the Galaxy buds plus and screen replacement scheme I was committed at the time of booking. I confirmed with Nitin again and again for the scheme, he said you will definitely get the scheme as u have pre-booked and he confirmed the same with his senior (Ajay) and other representative who were available at the time of booking and everyone confirmed him the same. Still, even before swiping the card I confirmed again and he said you will get the buds and screen replacement scheme in 48 hours. After the purchase, when I tried to activate the scheme it didn't get activated so I called on customer care number . I was told that the scheme was over on 30th June 2020 and I cannot avail the same. I was shocked to hear this as nobody informed me about this. I called Nitin, he himself was not aware of the scheme end date, he said its valid till 31st July 2020 and I will definitely get the scheme. I even called Ajay, he assured me the same. Now, I am not getting the scheme. Whose fault is this? When I booked the handset in February, I was supposed to get the same in March but it was delayed for 4 months from Samsung. handset arrived at Croma around 15th June 2020, I was hardly given 15 days to avail the scheme and that too end date was not informed to me, infact your representatives there are not aware. After all this, I started facing the problem with the handset from very first day. - Its Camera quality was bad and was not at par as what was committed (100x zoom). Pixels were breaking even after the 10x Zoom. - There was a problem with the Media Sound. There was no sound even when the volume was at 100 percent. - Bluetooth was not getting connected to other phones - Android beam was not working ( was trying to transfer the data to my other phone - samsung S7 edge) - Fingerprint sensor was not working properly. - Earphones cushions were not coming out, so I was unable to change it. I complained about all this to Ajay and showed him the handset also, he checked it himself and confirmed the faults. He suggested me to submit the handset to customer service. I contacted customer service and told them the issue on chat, they asked me to do the software update which I did but it didn't help. So, engineer was appointed for my complaint and he took the handset on 17th July 2020. I got my handset back after 10 days but problems were still the same. I complained about the same and sent the video to the Manager(Swati) who handles the CEO helpdesk I am a loyal user of Samsung products, be it Mobile phones, TV, Washing machine or microwave but I never faced such issues before. I request you to please look into the matter and help me in availing the scheme as there was no fault of mine and also I want the handset to be replaced as there are too many issues with this handset Model - Samsung S20 Ultra IMEI No - [protected] Bill is attached for your reference I sent this mail to samsung on 22nd July, and following up with them since then. I didn't receive any call in July but I received a call on 27th September and the executive said that you will get the update on Monday, which never came. I called up again on the customer care number on 14th October 2020 and I was assured that I will get the call back by End of the day. I am still waiting for the call Best Regards Priyanka Arora +91-[protected] +91-[protected]