Dear Samsung,
Bill Number: [protected], [protected]
I am writing this email with utmost disappointment on how i suffered after purchasing your flagship mobile Note 20 Ultra.
So far, I have used 12 mobiles including Apple but had never used Samsung. And i paid for my mistake purchasing your brand mobile.
I was looking for a premium mobile which should have 5X camera, i decided to choose Samsung note 20 ultra as it matched my requirement.
I am going to narrate complete story below in a chronical order;
- 22/10/2021
I visited several mobile showrooms and mobile was not available. Everywhere it was out of stock.
Finally, i got the mobile in Croma, Bannerghatta Branch, Bangalore.
However, the sales executive mentioned it was the last piece and been kept as demo.
Since i wanted "Samsung Note 20 Ultra" expicitly, i asked Croma Sales executive will there be warranty.
Sales executive confirmed, yes, because the warranty will start from the moment customer put in SIM.
They mentioned since it is a kept for Demo purpose, SIM not been inserted. I agreed to buy.
They gave me some discount as well as it was Demo Piece. I purchased mobile on this mentioned date.
You can find the attached invoice.
- 04/06/2022
My mobile fell down and display broke. I visited carepoint, Jayanagar Bangalore. Submitted my mobile for display replacement.
Until display replacement, my mobile vibrator was working fine. After display replacement, Service center technician mentioned that vibrator not working.
He mentioned he replaced it with multiple spares still not working. So will need to replace motherboard. I said mobile under warranty you can replace MB.
Technician responded saying "Your mobile is out of warranty" so Motherboard replacement would be chargeable. I did not have my mobile bill handy.
Since my marriage was on in another 5 days, ie Jun9th, i did not have time to argue with Service center on warranty. I collected mobile and left.
- 05/06/2022
Mobile display went dead next day of replacement. Phone was working, i was getting call, but display remained black. So visited center again.
Technician checked and said display connector was loose. So he fixed it.
- Aug 1st Week 2022
Same black display reoccurred. I visited service center, they asked to submit mobile for observation for 3 days. I did not have backup.
So i requested to just fix temporarily and give me the phone. I mentioned i will take backup and visit again.
- 22/08/2022
I visited carepoint again and submitted mobile to fix two Problems; ; 1) Display frequntly going dead. 2) Motherboard replacement for vibrator not working.
Carepoint denied warranty mentioning that my mobile is out of warranty so motherboard replacement would be chargeable.
I produced original bill to service center manager/Kavitha. But she denied the bill. She mentioned warranty starts from the SIM inserted.
She said Someone from Croma appears to have inserted SIM while the phone was kept for demo purpose. That has led to warranty expiry.
However, Service center manager/Kavitha asked to contact support to have them review the case and send out an expception email to carepoint so they can replace MB.
I submitted the mobile to carepoint and asked to check display problem while i contact support on warranty issues.
- 23/08/2022 to - 27/08/2022
I spent almost 10+ hours with samsung support team ; they escalated to ASM/Sibil.
ASM/Sibil spoke to me and said he would contact Croma dealer on warranty.
After 4 days of constant follow up by me, ASM said, Croma sales person, at the time of purchase, they indicated me that mobile would not come with warranty which is a lie.
Croma has manupulated their statement and ASM did not agree at all to consider my mobile under warranty. He asked me to further contact/escalat to Croma dealer.
SAMSUNG FAILED TO PROVIDE ME SOLUTION ON WARRANTY AT ALL LEVELS. So i decided to 1s pick up the device.
Coming to display issues, carepoint asked me to come and pick up as they did not find any issues during their observation.
I informed them that the display is under 90 days warranty and display going dead is intermittent issue. Which means, the mobile display may not have gone dead during their observation.
I asked what if issue reoccurs, they said motherboard will need to be replaced which is again going to be chargeable.
I said clearly to service center manager/Kavitha that I have paid 22k to display and if display issues persist whatever further rectification should not be chargeable to customer.
But carepoint manager/Kavitha denied and said 90 days warranty is only to display but not for anything else. And in my case, it is indeed Display thats having problem.
I gave enough proof to carepoint that the display going black is very common isue for note 20 ultra and many customers have reported.
But saddest thing is SAMSUNG NEVER admitted it. However, since service center confirmed device is working fine and ok to use, i collected phone and left.
29/08/2022
Again mobile display went dead and am not able to use the mobile. Mobile maing notification sounds, i hear calls, but display not working.
I have recorded a video of it and attached here as evidence. I never experienced this extreme frustration with any other brands.
I have explained everything very VERY clearly here.
I AM CORPORATE PROFESSIONAL, AND I HAD TO LEAVE MY OFFICE WORK SEVERAL TIMES FOR FOLLOWUPS WITH SAMSUNG.
LOOKING FORWARD FOR A QUICK RESOLUTION.
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