[Resolved]  Samsung — Customer Service

Hi Team,

The issues has gone so long that it has caused me stress mentally.

This a post on my ongoing customer experience with Samsung India. The story is pretty interesting and goes as below:

25th Sept - I submitted my phone ( phone is a premium Series Phone- 6 months old). Recognized as a battery issue, Representative told me that the resolution time is 5-7 days.

After 6 days-, I called the customer center everyday for next 4 days (That too, i was given a private number) and I was receiving a reply saying that the replacement product has not been received.

7th Oct- I escalated the Issue to service Head Team. (Reference ID- [protected])

After 8th Oct- I received a call from Service Head Team executive saying that I will be receiving my phone on Monday (12th Oct).On this day, we actually figured out that there is a job number always associated which I was not made aware off so that i can track the issue online. I only have a normal bill on paper.(Process Breach)

I didn't receive any call on Monday . I wrote an email again to service head where I requested the issue to be escalated to the highest level authority and asked for an upgrade on the same series as I believe support is not available for the phone.

On 13th Oct- Magic Happens. I receive a call from Customer Care saying that my phone is repaired (This is the first call I received from Service Center's end). I received a call again from the senior customer executive from Samsung saying that Sir, please settle with your phone as it has been repaired now. After 3 days of talks, the executive assured me that there will be no issues with the phone. I agreed on Friday (16th Oct ) that I will be picking my phone on 17th Oct from the service Center.

17th Oct - I went to the service Center (which is far away from my house) and engineer tells me that there is some more issues with the phone. please come on Monday (19th Oct).

I tried calling the senior executive of Samsung several times but had no Success.

I received a call from him later where I explained him the incident. He told me that he will talk to service center and give me a call back in 15 minutes.

I guess he is enjoying his Sunday pretty well.
Please let me know if I have missed out on process anywhere. If you expect me to be patient now, I am sorry.

25days and Ongoing, I have not received my phone. I am not aware of my online JobID. This has resulted in some amount of mental Stress for me and I believe sticking to process has not helped me any bit.

I expect an upgrade on the same series of handset as I don't see Samsung having service on that handset. I don't understand why they are selling the handset if proper service is not available.

Regards,
Suchit
suchit.[protected]@yahoo.com
+91-[protected]