[Resolved]  Samsung Mobile - E251 — Poor customer service

Hi,

I bought Samsung SGH - E251 mobile on August 15, 2008. (PFA receipt)
Since 2 weeks after the purchase, the mobile got reset automatically
when i attend the call.Though this is happening once in a while its absurd to have a mobile with which you can't receive a call.
The primary purpose of mobile itself is not achieved.

I took the mobile to the service center and explained my problem.
Without even looking into the issue, the service center person (Swaminathan) asked me whether i use a memory card.
He just told that its a virus problem (asked me to remove memory card) and gave my mobile back.

After that i started using my mobile without memory card, even then the problem persisted. Once again i went to the service
center and this time they took the mobile and kept it for two weeks. I was told that the problem was solved when i received
my mobile back.
But within three days after that service again i got the same issue.

Third time i went again to the service center and requested for replacement, it's been 2 months since i requested for a replacement.
I was told that it'll be replaced in two weeks but after two weeks i was told that there was no stock (Don't you have stock
of a new model which is currently in production?). After one and a half months i was told that the proposal got rejected and
a new proposal was sent.

Please let me know when i will get my mobile replaced.

My struggle with service center.

Apart from the three visits which i have mentioned above, i visited twice to know the status since i didn't get a proper
response when i talked over phone.
During this 3 months time i was not even informed ONCE about the status of the request / service. (Is this the process you are following
in all the service centers?)

Twice in a week i used to call the service center to get the update and i was NEVER given a proper
response, the person who used to attend the call never answered about the status, every time i got the reply: My team leader(Swaminathan - MOb:[protected])
only knows that and he has gone to look after that issue only.Then they will ask me to contact their manager (Yuvaraj - Mob: [protected])
(How come only one person is knowing about the service requests in a main service center? Won't you track the status of the
requests electronically? If yes, won't all the employees have access to that?)

Most of the time when i call Ravi/Senthil (service center personnel) used to attend the call, i requested them to update
me the status of the request once they come to know about it. But till now i didn't get any updates from them.

Is this the way to treat a customer? Is this the process you have learnt to survive in this competitive market place?


For each visit to the service center i have to spend at least 50 rupee and each phone call to the service center will cost around
2 rupee.
Till now i have made around 30 phone calls to the service center and 10 phone calls to its manager.

Apart from money, each and every time i had to wait for ten to fifteen minutes to get the line. I had to spend at least one hour
every week for this.

I gained only one thing from this, i came to know most of the service center employees.
I, therefore, request you to look into this matter and please don't force me to go to consumer forum.

Find below the details of service center
DIGITAL WAVES (Authorised service center)
No. 6 2nd Main Road, CIT colony
Mylapore, Chennai - 4
Tel: [protected] / [protected]
[protected]

I had sent the above mail on december 22, till now i haven't got any response...