Samsung — Against customer care

Address:

Delhi

Dear Sir/Ma'am

I bought Samsung S21+5G phone in July 2021 along with the insurance from Mall of India outlet which is in Noida.
My phone broke, so I took it to Samsung Service Centre, Okhla Branch for repair on 10th Dec 2021.
As per your policy, i went to Samsung service center, there they told us to raise the claim, then only your phone will be taken in by the service center for further procedure.
We paid additional 2000/- at the time of phone submission to raise the claim, whereas we had already paid 10, 000/- for insurance at the time of phone purchase.

The Service Centre told us that the Display and back panel is damaged, and it will take few days to repair it.After 2 days we got a call from the centre saying, our phone has been repaired, and they were asking for the address where the phone needs to be delivered.
Next day, that is 13th Dec, I went to the service Centre to collect my phone but they said YOUR DEVICE SERIAL NUMBER IS NOT MATCHING, so we can't hand over the phone to you, and told me to call the Customer Care.
BUT, AFTER 7 DAYS OF MY COMPLAINT, THE SERVICE CENTRE SENT MY "UNREPAIRED " PHONE BACK TO MY HOME, AND WAS DELIVERED WITHOUT MY PRESENCE.I HAD AN IMPRESSION THAT THEY HAVE REPAIRED MY PHONE, THAT'S WHY THEY ARE SENDING IT BACK.

After long discussions on phone with the Customer Care Executive and their team leaders for almost 5 days, one of the Executives told me, that you should go to the Dealer, from where you bought the phone, As YOUR INVOICE IS INCORRECT.

I went to Mall of India Dealer from where we bought the phone, they also have a service Centre, so I told them to check my status.
There, they told me that INVOICE IS OKAY BUT, I AM TAGGED AS A SMART CUSTOMER, which is why there is a delay in my phone repair.
Then I called Service Centre Manager again asking, why they are not repairing my phone when my INVOICE is also correct.
He told me that, MY PHONE'S DISPLAY'S SERIAL NUMBER IS NOT MATCHING AND WE CANNOT REPAIR YOUR PHONE.

I HAVE BEEN A LOYAL SAMSUNG CUSTOMER since year 2000
Me and my family has been using Samsung Phones since ages now.I have never faced such a problem .
BUT NOW I AM REGRETTING MY DECESSION, AS I HAVE BEEN HARASSED BY SAMSUNG CUSTOMER CARE AS WELL AS THE SAMSUNG SERVICE CENTRE AND NONE OF THEM IS HELPING ME, INSTEAD THEY ARE SAYING THAT MY PHONE CANNOT BE REPAIRED UNDER THE INSURANCE. AND I WILL HAVE TO PAY MONEY.
I AM UNABLE TO UNDERSTAND THE DELAY IN THIS PROCESS.

I have a humble request.
It's been 24days and my phone is still UNREPAIRED. I request you to please help me resolve this issue as soon as possible as it is affecting my work also.

Regards
Sunny Kataria