[Resolved]  Samsung — Handset repair

Address:

Bangalore, Karnataka

On 21st December 2011, I have purchased a Samsung Model Galaxy YS5360 (SS-GT-S5360) mobile phone with Set Serial no. RF1BB03855E and IMEI No: 359259/04/651520/0 ([protected]) from your dealer (M/S Cart2India Online Retail Pvt. Ltd), Bangalore. I paid Rs. 7,200 for this mobile, payment invoice (#C2I-20203-A).
Unfortunately, by 1st week of January 2013, my phone started giving problems with low battery backup. The fully charged battery could withstand power only for 2-3 hours even when the handset was in silent mode thus making the handset unfit for use. Assuming this as battery failure, I replaced it with new one which did not solve the problem either.
So, on March 2nd 2013, I took it to your above mentioned service centre for repairs and explained them the low battery backup problem and same narration was made in the work order. The service centre collected Rs.337.00 from me after servicing the phone. However when they returned the handset after repair on same evening, the battery was fully in discharged state and handset was not working. When I asked about the existing problem and repair status, service centre staff asked me to take the mobile to home, recharge and check. Strangely, the actual problem was with the battery charging / backup. So I was wondering, instead of giving me back a fully charged / repaired phone why did they ask me to take home, charge and check. I was told that handset software has been updated. This was without my knowledge and consent as well. Same time front desk staff confirmed that software upgrade is the only way to resolve this kind of problem. When I asked more clarifications on returning discharged handset, staff was rude and asked me not to waste their time. My effort to contact Manager was in vain. Me and my Mrs (Rohini Raghuveera) were embarrassed in front of other customers and made to return home with the unfit handset.
However, even after this ‘repair’ the battery charging / backup problem still remained and again on 4th March 2013, I gave this handset to the service centre narrating the previous repair and continued problem. Even I told them to keep the handset for 2-3 days, check exactly and repair it. I even tried to contact Manager Mr. Pradeep, and explain the problem to him but the counter staff again behaved rudely with me. They kept the phone with them for 3 days and when I did not get any update, I visited them. I was surprised to hear from them that the mother board has to be changed which would cost me around Rs. 3,000.00. Job-sheet (Job card no. 18621).
Presently, the phone is with me in the same old condition without any repairs done. It is a matter of pity that even after visiting your service centre 4 times, my problem remains unresolved due to the negligence shown by your centre employees. Firstly, reloading the software was done without my knowledge. If they were not sure enough, they should not have done that, in fact then itself they should have found the fault if any, in mother board. They could not do it, thus failing to diagnose the issue in the first place. Also, they have not checked for the serviceability of the handset and returned to me a fully discharged handset.
So it is very obvious that either the investigation of the actual issue with the handset has not been done or during the process of so-called ‘repairs’ they messed up the motherboard. Either way your service centre has to own up to the failure in providing me with proper repair services but unfortunately they are not doing so. I ask the service centre a few questions to which I need a satisfying answer justifying their actions:
•How did they conclude that software upgrade will resolve the battery problem? On whose concurrence they did? Even after that, why did the problem continue?
•When I wanted a ‘repair’ how come they serviced? The receipt no. S13030093 states ‘Service Only’
•Why they have not inspected and found the fault with the mother board (if this existed) on the first instance?
•Why did they return the handset which was not working, argued that the battery problem is resolved and collected money from me?
•How come they are asking to replace the mother board now costing around 50% of the handset’s value? What inspection they carried out to find out this problem? Why did not they follow that method on the first instance?
•Both the occasions, I went with same problem ‘low battery backup’. If they argue that the problem was resolved and handset was returned as ‘serviceable’ (with software update) on first instance, it is certain that ‘mother board’ problem did not exist?
•Why did not they update me the status for 3 days? This strongly indicates that the hand set was meddled with during the ‘servicing’ process and motherboard was spoiled by servicing center staff?
•Why the manager was not reachable even after 7-8 attempts?
•Why staff was so rude and unhelpful when their sole purpose was to help the customer?

As a consequence of your deficient service and the repeated incompetency displayed by your employees, I and my Mrs (Rohini Raghuveera) have suffered undue hardship and mental frustration.
I would like to emphasize that:
•You have been grossly negligent in resolving my complaint.
•I and my Mrs (Rohini Raghuveera) have undergone a lot of extreme stress and mental agony because of your deficient service.
Given the above sequence of events, I request you to kindly answer my above-mentioned queries and provide me with adequate repair services to my phone without charging further amount from me. In addition, I request you to compensate me with an amount of Rs. 10,000 for the extreme stress and mental agony you have caused to me and the cost incurred by me in trying to resolve my grievance.
In case you fail to resolve my complaint within 15 days from the date of this letter, I would be forced to:
•Ask my lawyers to file a consumer complaint against you for not providing detailed information, and deficient service, as well as additional compensation for mental agony and legal costs.
•Ask my lawyers to consider the filing of a civil suit against your company.
•Start a sustained online campaign spreading the word about the appalling level of service that I have received from you, and
•Issue press releases online and in the print media.
I hope that I do not have to take these steps and look forward to an amicable resolution of this issue.