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[Resolved]  Tata Indicom Samsung Sch - B259 — Poor quality of product

I bought a Tata indicom mobile (SCH-B259) on 1st Jun 09, and it was activated after 4 days from the date of purchase. On 10th Jun 09 I faced the first technical issue - (No incoming & no outgoing calls). Approached the customer care, and suggested by them to reload the SIM, but it doesn’t work. Once again called them and instructed by them to reach Cell Solutions, who are the Agents to look into the Handset problems for Tata Indicom Samsung Models. Don’t know, what they identified the issue from the handset! but they reloaded the Mobile software. After reloading the same by them, current issue doesn’t resolved, but additional problems (Poor Display Contrast - no adjustments option, and Keypad no response). Immediately questioned them, why and what is the reason of the problems. They said, we don’t know, and we need to send the Piece to SAMSUNG head office. Given the mobile along with the SIM card to them. It has taken 17 days to get the response and in the mean while I approached the Tata Indicom customer care and argued with them(Ticket #[protected], since I bought it from the same Tata shop and TATA is printed on the Mobile handset. Finally they agreed to deduct the 250/- max from the bill payment, and did not promised to replace the handset, even the problem created by them (Cell Solutions - Agent for SAMSUNG of Tata Indicom). Finally they called me on 26th Jun 09 to collect my mobile phone and said it is ready(Closed the ticket#[protected] with out my confirmation on the work status) . While checking the mobile again observed the Keypad no response in front of them. But the Display problem is resolved. When I argued with them to clear the problem or replace the handset, they said don’t know any thing, and they need to send it back to SAMSUNG again. I don’t know why cant they replace the Handset, since they created problem ! I haven’t take it back, since still the problem persists on the mobile handset. Once again called the Tata Indicom customer care (created another ticket#[protected], and questioned about the situation. By the time they closed the ticket[protected], which was raised for this issue. Since already closed, they have to open another ticket[protected] and need to wait for the response. Why should they close the ticket and why it need to open another one. Who asked them to close it? With out my confirmation they closed the ticket. And on 30th Jun 09, got the call from customer care of Tata Indicom and questioned what the issue? Discussed the same, what exactly the problem once again. and still they are not agreeing to replace the handset. Asking me to wait for the resolution, and will not be charged for the period during the handset not with me! Who will be responsible for the future problem because of this S/W reload.

And about the agency Cell Solutions, they are very intelligent. They speak to the customer jumping with multiple languages. Will test the customer, how many languages they know. When I speak to them in English they also started in the same language. When I questioned them why the problem occured after S/W reload, they jump to Hindi, and then Kannad later. Good service to the Customer. Keep it up. This is how your agencies working.
I was discussing about the issue with one of the customer care executing from SAMSUNG catched up from the Number 30308282, and asked them to speak to the Cell Solutions person about the issue what happened from their end. They discussed in privately in a room and disconnected without consulting me.

On 02nd Jun 09, when I questioned the tata indicom customer care to get the status on the ticket #[protected], they said the ticket is closed and the status of both the tickets[protected], and[protected] are same and closed by saying mobile is ready and waiting for the customer to collect it. When I raised the issue to the Supervisor, he requested me to reach the Agent Cell Solutions and give him the phone to task to the agent. After reaching the agent and asked the status agent said it is not with me and the mobile is still with the SAMSUNG head office and it will be coming on 03rd Jun 09. I have connected the agent to the Supervisor from the Tata Indicom customer care, and then after talking to the agent, supervisor changed his words by saying, ticket is still in the open status, and the mobile will be ready by 03rd Jun 09.

This is the entire history of my problem after purchasing the Handset and Postpost Mobile connection from Tata Indiacom CDMA.
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Aug 13, 2020
Complaint marked as Resolved 
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