[Resolved]  Samsung Mobile CDMA SCH-F679 — Worst customer care and service of Samsung

My Name is Yatendra and Bought a SCH F679 CDMA ( Also known as MAXX) for my reliance.
The phone developed a snag and I gave it to service center on the 18th August 2008. My Job card number was WA[protected]
This was NOIDA - Samsung Service Center at Ganga Shopping Complex.
There was a display in the service center that claimed - guaranteed 7 day service. HA HA... It took them 10 days to do something. Mind you during these 10 days I had to personally go there 'killing my 4 hours out of office hours, each time, Finally on 27th they gave me the set with a fault that read - battery problem. So I requested a new battery and asked them to check it for me. The phone dint switch on. They tried many batteries and direct charger...but nothing worked. So they took it back and said that it will take a few days more. So after 3 days...after calling them and again personally visiting them...I was told that the phone has water logging and this is not covered in warranty...and the repair will incur a Rs. 5000 charge. ASTONISHED !!!.
I could not understand as to how did the phone develop water logging in last 2 days, where as the set was with them for good 10 days and it was sent to their service center in OKHLA - Delhi. So I called up the customer care center and lodged a complaint. They were (as usual call center types- Thank u for calling…….have a nice day blah blah types). They said that some one will get back to me. Errrr...get back...no one in the damn organisation ever gets back to you. After a week later - after having called the customer care many times - I had to use the conventional INDIAN way --- abuse ( Ma Bahin...) on phone. So they gave the number of some Savinder Chauhan ([protected]) - HEAD of customer care and service for western UP and NOIDA ( Big post - very high protocol- must a be a very qualified man – or may be some resourceful person who got a good reference for the job). The person was very responsive on the first call- it was Wednesday.
He promised to personally go to the service center and check for my problem and get it sorted. He PROMISED to call me back on Friday. I kept waiting...as usual keeping up the SAMSUNG INDIA's attitude...Chauhan did not call. So I called up the service center at Ganga Shopping Complex, to check if The GREAT Mr. Chauhan had attended to my handset or got it checked / picked up...the answer was well expected ...NOOOOOOO. The Great Chauhan never contacted the service center for my phone. ( Prithvi Raj Chauhan would have committed suicide at this junction. Thank God he was not born in these times)
So I called up Chauhan. ( Please note that This Chauhan is a the busiest man on earth – perhaps right hand man of George Bush). He never picked up the phone. After many tries he finally picked up the phone and gave me all sort of excuses that how he got busy and how he has to manage so many things ( I don’t know what is that the company pays him for ). Again he said that by Tuesday he will get my phone attended to and that I will get my phone in 2-3 days. That he will call me back and update me on the status. OKKKKKKKK
Next week….I kept waiting for a call Tuesday, , , , , Wednesday……..Nothing happened. I tried calling up the Great Chauhan…………….No response….Phone ringing ………..but no pick up. I must have called at least 20 times. So After 22 days and no phone and no response. I got pissed off and called up the customer care and again did the same………….shout and abuse. I asked them to give me someone’s telephone number above Chauhan. After a long hold they gave me a number or Mr. Rajan – supposedly head for all the products in Uttarpradesh. I called him up and gave him my story. He was sincerely nice and immedietly got Chauhan on a conference with me. Chauhan again made promises and commitments to get my problem solved in next 2 days.
Like an emotional Indian Fool, I believed. But again no response…………absolutely no response. Mind you Chauhan does not pay his bills for the cell phone…………he still does not call customers. He is busy calling his bosses whom he must be buttering for a promotion for INDIA Head for customer [censored] ups.
I call him up and find out. He agrees that there was a fault and that they will need to change the mother board. It will take some time. Ok no problem were his words.
After a week no response. I kept calling and asking. He then tells me that the company is short of motherboards……………….as if it’s the customers fault to have bought a phone. I was furious and called back the customer care…………to get in touch with chauhan. Mind you Chauhan never picks up his phone from customers. You have to call mobile customer care and rave at them and then they definitely get you in touch with him over a conference.
So Chauhan now tells me that he will get a new phone OR a full refund. I was quite impressed……………………&hellip...⇄ after getting screwed for over a month now. But he said that he will take upto 10 days for the refund OR the new phone to arrive ( Let me mention that SAMSUNG INDIA is not concerned about as to how long the customer has been in a fix…………they still follow the protocols. 10 long days………. . If it were a good company they would speed up the process as the customer has not been given his mended phone even after 35 days as against their 7 day guarantee.
I kept calling Chauhan and when we finally spoke he was sounding as if he was doing me a favour and that he will get a new phone.
Finally I receive no calls what so ever from any one in Samsung India Mobile divison.
On Mondy 29th September ( Please note that I gave my h andset to the company on the 18th August 2008. 41 days. I start calling CHAUHAN……………….No response………….he knows my number. I got utterly pissed off and looked up for Samsung India Corporate office on google. I got their Nehru Place office address and telephone (011 – 6411234) the phone rings ---welcome to Samsung India ---dial the extension or hold for the operator---- I hold for the operator………..WOW……no operator. After a long hold of 5 minutes……….no operator. I tried it at least 5 times…………I could not get through to the operator…………After all its their corporate head quarters.
SO I called back the customer care[protected] and rave at them. They wanted to connect me to the GREAT CHAUHAN…………I refused and asked for a senior persons number. They did not give me any number. But by this time the message must have reached Chauhan. Simultaneously I got a call from a NOIDA land line phone.
DON’T MISS THIS ::::
I called back to find who it was…….. I was told it was a PCO. So I enquired where was the PCO………..the lady said Ganga Shopping Complex…………So I asked if it was close to Samsung Service center………..She said yes and I requested her to call them over. Some one came and said yes they were trying to call me ( Samsung Service center does not enough funds to call the customers. So they use PCO)
So the gentleman tells me that My phone is ready………………and you know what. There is no new phone no refund…………..But they bloody repaired my old phone in 41 days………………………&hel...⇄
How does one explain this lapse.
I only request you people not buy any Samsung Products. Their attitude is really screwed. Right from top to bottom they have the worst work force.
I had the worst experience with this company.