[Resolved]  Poorvika Mobiles — Newly Purchased Mobile(Samsung Grand Prime) - Issue on Purchased day itself - Not able to get it replaced

Address:

Chennai, Tamil Nadu

On 2-Nov-2014, I purchased 'Samsung Galaxy Grand Prime' Mobile from Poorvika Mobiles, here in chennai (Tirumangalam Branch). On the same day evening itself, the mobile was getting restarted on its own. But ultimately, when for the final time it restarted, the Samsung logo appears and after that the mobile is not getting switched on. That is, the mobile is getting hanged up at the Start-up logo itself. Since the issue occurred on the very same day of my purchase, I immediately took the entire kit to the Poorvika Mobile branch, from where the mobile was purchsaed. The authorities there redirected me to Samsung Service Center itself, stating that only samsung would have to deal with it. Since it was a sunday the Samsung Service Center was closed in the evening. The next day (3-Nov-14), I visited the Anna Nagar Samsung Service center (Chennai), and the Service engineer said he wants to troubleshoot first. Firstly, they tried updating the Software as they suspected that the Mobile-Hang might be because of a software issue. Even after trying this, it did not do any good and the mobile was still getting log-hanged at Booting up. Secondly, they opened the Mobile case (imagine it was a mobile which I have used barely for nearly 2 hours) and tried troubleshooting if it could be any issue with the Hardware. Even that did not do any good. No customer would accept opening up a newly purchased mobile case, but since I had a very good reputation with Samsung for the past 7 years, I obliged with it. Then lastly, they said they would want to serice the mobile as that is the only option. I debated that my concern is simple and straight. Only yesterday(that was on sunday) that I had purhcased the mobile, and on the same day itself I took over the phone to Poorvika. But since they redirected me to Samsung, I have brought the mobile directly to samsung (on Monday). And now after troubleshooting on a new Device with some playarounds, they want to service it. I have not even used the device for nearly 2 hours, and how could they end up with Servicing as an option. I just want a replacement of the product, with a new piece of the same model. After much convincing, the executives prepared something called as a 'JobSheet' and requested me to hand over the Mobile to them. I handed over the entire kit (along with the pack consisting Headset, Charger etc). I was informed by them that, within 24 hours (that is within today: 4-Nov-2014/Tuesday) I'd be contacted by Samsung . Only after this they would approve the Replacement option. Now my concerns and setbacks so far: *A highly built, established and pro-longed relationship with Samsung has been disrupted. *I've been made to visit the Poorvika and Samsung Showrooms for more than 4 times (with still not a clue on the status). *Never ever, would I recommend both of these Poorvika/Samsung to any of my network. *Business, Personal and Advisory calls missed for more than two days (Since I had my Sim Card reduced to a Micro Sim, to fit in my new phone, I couldnt use it in my spare device as well). *The end of promised day- and still not a callback, update /resolution...and also the Replacement is still not approved. I myself am working in I.T Industry and I purely understand the stake at which we're put, to answer a highly disrupted Customer. But then, what I've experienced for the Past two days is unacceptable, and unbearable. Am not able to respond to my peer/client's query on why am not being reachable at my Mobile number!! Put yourself in the suggestion, and with no Business-Loopholes/politics, analyse&Understand my agony!! Yours highly dissatisfied, Amanullah Khan