[Resolved]  Samsung — SUBSTANDARD CUSTOMER SERVICE

Address:

Indore, Madhya Pradesh

EAR sir/ma'am
I am (CAPT BHARAT SINGH BIST INDIAN ARMY) a
customer of Samsung for last 2yr. I have Samsung refrigerator (303 Lt)
model no (RT31HCUXI/CTL2011 ) one laser printer model no (SCX3200).
and mobile galaxy s plus(9001) .I had a great trust in your brand
regarding consumer satisfaction and quality product,but I am so sorry
to say that it didn't last even 2yr,the type of customer service you
people are providing for your mobile phone is substandard and a lot
is required to improve it other wise very soon you will lose large
number of your valuable customer specially when the competition is cut
throat.

2 . my phone has two issues :
(a) I open any application may it be my contact ,sms,
google play ... I mean any application it automatically goes back to
home screen without touching any key and it is so frequent that
it can really make any one go crazy .
(b) Phone automatically captures screen shots and the
quantity is between 24-30 screen shorts in a day,which gets stored in
my gallery .

3. I have been to your customer support at INDORE (Star Mobile
Service Center MZ-116, Mezzanine Floor Yashwant Plaza,INDORE MP Ph
no:[protected]) on 19/11/2012 with complaint no [protected] to rectify
the above problem.My phone was returned back to me in two days stating
that it has been rectified, but problem still stands.

4 The same problem started within two days only, and as I do not
have the luxury to visit cities as often as OTHER CIVILIANS have. I
have to live with same irritated piece of handset for next 3 months
(till the time i returned back to civilization) and it really kills
you when you want to speak to your dear and near ones but you can't
because the hand set was just returned to me without rectifying or
better to say just after formatting the hand set which was not the
solution.

5 I again visited your customer support on 16 JAN 13 (WORK ODER
NO:7258) with same problem and my phone was again returned back to me
stating that it has been rectified but to my surprise i have to go
through the same suffering again .I called up your customer support no
for the above mentioned problem with ref no.[protected]Mr Navneet).
He told me that i should make him speak to technician once i will be
at the customer support (though it is your job to speak to customer
support and not mine). Once i reached customer support on 09 Feb 13, I
called up your customer support but the person there was unable to
connect me to technical cell. He told that he will arrange a call for
me but i haven't received any call till so far from your side .

6 Finally for the third time my cell phone is again with the
customer support with work order no HHP-ST-1-7634 dated 09 Feb 13. To
my surprise the technician out their told that he has never seen any
phone that clicks automatic screen shots .So when your technicians are
totally unaware how the problem is occurring, then how will they
rectify it.I am pretty sure that in next two days customer support
will call me and try to deliver the same set after formatting or may
be updating the firm ware .

7 To be very frank,i know and i guess till so far you also must
have realized that this is not any software issue other wise after
updating of installing new firmware ( that was done in first go only )
the issue should have been resolved. I am sure that there is some
kind of manufacturer defect in this particular hand set and i am not
saying such defect could not occur in a phone, it may occur but then
it is your moral responsibility to take that particular set back.So i
request you to please change my hand set as soon as possible and issue
a new hand set to me and direct your customer support at INDORE about
the same as i will not take this faulty hand set at any condition, and
if require i will approach all other law full channel to do so. But i
am pretty sure that being very renowned and professional firm you will
not create any situation that i have to do the same.

8 I also want some strict action be taken against all the employees
who were involved in this type of severe negligence and who were not
able to discharge their duty honestly and responsibly for which they
are paid .

9 I am hopeful for positive response from your side and hope that
you will provide a reason to me to trust your company once again .

CAPT BHARAT SINGH BIST
[protected]
[protected]