Samsung — Absolute case of a fraudulent claim of void warranty on Galaxy Flip3 by Samsung Service Center

I am Dr. R. Shivaraman, founder of Big Bang Boom from Chennai. We recently bought the newly launched, heavily hyped Galaxy Flip3 in Nov from Samsung Amara Showroom in Velachery, Chennai.

I was promised a 7k instant cash back, which I have not received till today. They said wait 90 days, and nothing happened. Customer care says speak to shop because we only deal with online customers. Shop says we have sent email pl ask bank. Bank says we dont have any record of cash back credit from merchant.

But the bigger issue happened last week after 7 months o[censored]se, the phone suddenly switched off, it seemed like the battery was drained (but it was at 15%). I assumed some minor fault, and restarted the phone and it kept turning off. After recharging and several trials, I figured out

1. Phone doesnt turn on. It restarts after Samsung screen.
2. When connected to charger, phone works normally so no issue with software, motherboard, display, ram, storage etc.
3. When you take it off the charger it switches off in 2 mins.

I went to Samsung service center in Velachery - Veetee Communications excepting a quick fix or a replacement (as it happens with most flagship phones) and was surprised when the engineer (M.Vivek) said it is a software problem, lets do a factory reset. I re-explained the problem to him and showed him how it works when charger is connected, and then he goes into a huddle with the manager (J Deepak) and makes a few calls (to technical expert).

He comes back and says we have check and this is a display problem and we have to change the display. Just to clarify there is no error or scratch or dent in the screen. Checking online, this is well established problem with Samsung phone and their batteries. Numerous forum say the same.

I point this out, and he says no no, I have checked with my experts we need to replace the screen. I say ok, and then he asks me if I have insurance for the phone. I say, I dont.

He says this cannot be covered under warranty because there is small scratch on the "back side of the phone" since this is part of phone screen. After asking him to show to me, he searches for 60 secs to show me a small scratch which he calls a dent. Infact I have bought and used the official samsung silicon cover since the day the phone was got. The scratch (around 5 months old) is normal wear and tear of the phone and has absolutely nothing to do with the current problem.

But now they want me to pay 30k for a phone I bought for 90k just 6 months back.

This is absolute cheating and I have no option but to take this to the consumer court beyond this. I am sure I can prove that my phone doesnt have a display problem, and Samsung is doing this just to cheat consumers.

Most importantly, neither our company nor me will ever use Samsung ever again.
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Samsung India customer support has been notified about the posted complaint.
Verified Support
Jun 14, 2022
Samsung India Customer Care's response
Dear Customer

Greetings from Samsung!

We would like to inform you that your case is already running with our concern team.

We assure you that our relevant team member will contact you as soon as possible.

Kindly wait for the response from them.

Best Regards,
Samsung
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Comments

A similar case has happened with my younnger sister who bought the phone in november 2021 instead of buying an iphone (despite my strong opposition since i always thought it wont be reliable phone) and since june 2022 the phone only works when it is connected to a power source when she went to the service center and tried to contact samsung they have never replied and only keep saying there is a dent on the body which is actually just a minor scratch which has nothing to do with the battery or the screen.
They are just giving lame excuses to no cover it under warranty.
My sister did not even tell me about ituntill recently when the phone stopped working overall. What do you expect from a phone which is continously connected to a power source since six months because otherwise it doesnt work for a minute also.
Samsung should actually sell landlines because their mobiles with mrp of 95k+ dont work without being connected to a power cable after 4-5 months o[censored]se.

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