[Resolved]  Samsung Mobile Phone — Inefficient service center of Samsung India, Kolkata

Address:

West Bengal

I had purchased a Samsung S3353 from The Mobile Store, 38, Gariahat Rd. (S), Kolkata - 700031 on 27.03.2011. The same evening onwards, the sensor of the mobile set started to malfunction and the pointer started to move on it's own rendering me unable to select any particular function displayed on the screen. At first, we thought that perhaps we have to get used to the sensor and we might be touching it the wrong way and hence decided to try for a few days more. However, when I tried on a similar set belonging to one of my collegues, I found the same to be operating perfectly and there is no error in the manner I operated the other set. Thereafter, I noticed an additional problem that came up subsequently. If I choose to delete any image (both from the phone internal memory and memory card), the set will simply go into Hang mode and restart itself after remaining hung for 10-15 mins.

I took the set to their 12, Louden Street, Kolkata - 700017 Service Center (Service Center No. [protected]) on 14.04.2011 and explained the problem and asked for a replacement of the set. They said that if I brought the set to them immediately within 2-3 days, they would have replaced the same. I explained that I simply could not make myself free and the came to them on the first opportunity that came to me. They said that the problem is minor and can be corrected. They took the set on the same date and assured me that the rectified set will be given to me within two days. Thereafter, on receiving no calls from them after two days, I gave them a call and they said it will take more time due to certain parts pending at their end. This continued for some time and on 21st, I gave another call to your service center only to be again told that the parts required are still pending. At that point, I gave a call to your call center and explained the situation. I was given a number of Mr. Ghosh (Service Center Manager) and asked to contact him. I called him and briefed him about the situation. He promised to look into it and get back to me. It was a surprise when he called up 5 mins later and told me that my set I ready and can be collected. I told him that just 10 mins back an employee of the same service center told me that there are parts pending and it will take more time and now he is saying the set is ready to be collected. To this he said that the employee was not properly informed.

Nevertheless, I go the set collected by my driver the next day (21.04.2011) and tested it. To my surprise, none of the problems were attended to and it seemed that the set was not touched altogether. I immediately went back and spoke to Mr. Ghosh at the center. This time I asked for a replacement only as I am not interested in a set for which I had to visit the service center twice within two weeks of purchase. He said that since he had closed my initial complaint, I will have to deposit the set again and he will write to his HO putting forward my case and I should be getting a response within the next two days. I deposited the set again on 21.04.2011 and insisted that I will accept only a replacement as I am simply not interested in a set which has come to me with a manufacturing defect and needs to be repaired immediately after purchase.

I received no calls thereafter after which I gave a call to Mr. Ghosh on 26.04.2011. He said that no intimation has come to him till now and the set might or might not be replaced. In case the instruction is not to replace, he will repair the same. I again reminded him that I will not accept a repaired set to which he retorted that it will be my decision to accept a repaired set or not. He also added that it might take 9-10 days more for him to get an advice from his HO in this regard. I again gave a call to your customer care thereafter, and was asked to contact the Area Manger Mr. Bikramjit ([protected]) and explain the situation to him. The said number is switched off since yesterday.

Now, I feel that my decision of purchasing a Samsung mobile was wrong and am subjected to such harassment due to my decision. I fail to understand that even after my new mobile set has been sitting in their service center for more than 12 days, their people cannot give me a definite answer.

Also, it is worth to mention that I have not seen more lethargic people than the ones sitting in their technical support. Their body language is so slow and lethargic and can put one to sleep by just observing their actions. Their attitude is also amazing in all the wrong ways. They act as if they are doing us a huge favour by taking a look at our phones.