[Resolved]  Mobile Complaint - Samsung Beat M2710 Onyx Black — Samsung Beat M2710 Onyx Black

Address:

West Delhi, Delhi

Hi



This is with respect to my visit at Samsung service centre at Delhi, Janakpuri regarding my mobile dysfunction.



My mobile model M2710 Onyx Black which I purchased on 27.09.2009 (still in warranty) had network problems, hanging problems and phone persistently getting switched off automatically after 2 to 3 minutes.



Mobile engineer after checking the handset told me that a software name INEI will have to be installed which is usually a 15 to 20 minutes job as per the engineer for the proper functioning of the same and at their service centre the software was not available and in turn gave me the Samsung contact centre no.[protected].



I contacted the customer care and they transferred me to the mobile's department and the technical staff of the mobile's department told me that they are not aware that where would the INEI software be available in Delhi but gave me the address & contact no. of Delhi's service centre of Ramesh Nagar & Moti Nagar.The software was not availlable Ramesh Nagar centre also.



In total I made 8 to 10 calls to the customer care centre which were in vain. Please find the elaborative interaction for few calls made.





1st call to customer care:



The contact nos.of Moti Nagar was given to me by the tecnical staff named Amit. In total he gave me 2 numbers.

[protected] which was out of service
[protected] - which was not reachable



2nd call to customer care:



I told them that the nos. were wrong, they apologized and gave me 2 more nos.



[protected] - which was not responding of Manjit Singh
[protected] - This no. was of Gurwinder, he did picked up the call but said he does'nt work for Samsung



3rd call to customer care:



I called up the customer care again, don't remember the name of the caller but straight away I told him/her to handover the phone to the customer service manager but they refused and said that as you have a query regarding your Mobile so we will forward your call to Mobile's department and then you can speak to the senior person to which I agreed and customer care executive told me that stay on hold till we transfer your call but guess what that call never got transferred and finally I hung up the phone.



4th call to the customer care:



I again called up the customer care and straight away said "pls forward my call to Mobile's department, this time my call was transferred to Mobile's department to Ms Neha, technical staff, after telling the history of 3 calls as mentioned above to her she said sorry for the inconvinience.(the signature dialogue which evry customer care executive says after troubling the customer). I told her to transfer my call to her senior to which she refused initially but then agreed to do the same. She told me to hold the call and would be transferring the same and guess whattttttttttt I was listening to the classical hold tone music for 5 good minutes and the call never got transferred and I hung up the phone yet again.



5th call to customer care:



I called up again to the customer care and told them to transfer to mobile's department(By then I was already popular at your customer care centre) customer care executive told to hold but she forgot to press the mute button and what I am listening is "Yeh to usi customer Ka phone hai, kya karen) then she pressed the mute button and that hold was for ages and ages and guess what I again hung up the phone.



6th call to the customer care:



I called them again and got my call transferred to mobile's department and told them about the above 5 calls and she said SORRY. I asked the technical staff to give me the complaints e mail ID which she did gave me 2 new numbers of Area Sales manager both Delhi guys.

[protected] - Sumit Sethi, was not responding
[protected] - I have forgotten the name but think he was Abdulla. After trying for more than 10 times this guy finally picks up his phone and asked me about the problem to which I told I need to get INEI software installed. I told him that I went to Janakpuri service centre but they didn't had that software. He said please stay on hold and I will confirm from the janakpuri centre for the exact problem. He said you can go to Ramesh Nagar, they have the software with them but till that time I had already confirmed the same from Ramesh Nagar cantre and they were not having the same and i told tthis to this gentlemen. Again he told me to stay on hold and till then he will confirm the same from Ramesh Nagar, he did the same and that software was not there at Ramesh Nagar. Now this gentlemen says this software is available at Ashok Vihar service centre and he will confirm the same.



I waited for 15 minutes and didn't got a call back. I started calling this gentlemen again but he didn't picked up his mobile.



I was desperately trying to get my mobile repaired today as I have to leave tomorrow to Chandigarh(2 days) for my official visit and didn't had a standby phone but couldn't make it due to negligent and dissatisfactory responses from the customer services.



I had to purchase a new mobile especially for this particular reason because customer services was not at all prompt and don't think they have been taught "What is customer delight".



I was never expecting this kind of a ruckus response from your esteemed company.



Now my Samsung mobile which is still under warranty is of no use to me as I have purchased a new one. Would request you to refund my amount of 5850/- paid towards this mobile and would urge to take some strict action towards your customer service team. Also, please listen to the calls I made at your customer service desk. I know all the customer calls are recorded for Quality check purposes.



Looking forward for your response on this asap.



Thanks in advance

Gaurav Kataria