Samsung — Complaint - Samsung S6 Edge

Address:

Kolkata, West Bengal

Hi team, BACKGROUND : I had purchased my phone on 30th may 2015, the samsung s6 edge from your store in south city(official samsung store-smart cafe) and also purchased the clear view case (bill attached for both). For the past few days I have noticed deep scratches on my screen and I always used the clear view case. After I googled the issue I found out many people worldwide are having this same issue and samsung has taken a statement that they will replace the phone i[censored]nder 30 days old. CURRENT SITUATION : We have already visited your store twice and complained about this issue in detail, however to my amazement i am yet to receive a positive resolution from them. Is this how a company like Samsung deals with issues rising due to no fault of the customers.. We were told when we visited the store that the clear view case has been discontinued and pulled out of all stores due to similar complaints and message from Samsung. Instead of having the issue resolved there I was redirected to the Samsung Service Centre (Divine Solutions). I wrote to them on the email id given and waited for three days with no acknowledgement from them, we then visited the service centre yesterday. there after a long wait i was offered for the screen replacement !! I want to make this very clear that i want a replacement of the product ¬ a repaired product. SUPPORTING DOCS : http://www.samsung.com/us/support/customer-shopping-faqs/ -- check replacement policy section As required am attaching the photo of the damaged phone, the clear view case and the bill along with the notice passed by Samsung on this issue. URGENT ATTENTION REQUIRED : I need this issue to be resolved ASAP (within the next one week as i am due to travel abroad) and I want a replacement of my phone which I am unable to use because of the irritable scratches. I can be reached on this number - [protected]/ Tarang Khanna