[Resolved]  Samsung — damaged product delivered and then refusing to replace/ refund

Dear sir / madam,
I am writing to you to raise an issue about: mobile phones & accessories
The issue that i have experienced was: recently i purchased samsung m21 4gb blue color model from samsung estore. Order# [protected]. I got the phone delivered on 1st july.
I observed a physical damage with the phone. The right side of the phone has two minor dents on it.
I raised this with samsung on 1st july itself and on 2nd july i called up samsung estore team with the issue. I was asked to share pictures of damaged portion, inner box and outside box. I did the same on 2nd july. After that multiple discussions happened with samsung team and i was promised that i need not go service center to get my phone checked, rather the same would be either replaced/ refunded by estore team since there is physical damage. This was last promised to me by mr. Mohit on 10th july also. On 14th july when i called estore team again since no resolution was still in sight, i saw a hostile response and this time i was told by mr. Vaibhab that since the outside plastic wrapper is not available with me now so nothing can be done to my case. I was never told about this wrapper before and obviously didn't keep it with me since i had torn it apart on the very first day. Today only to deny any service to me, estore team is saying that due to absence of this i will not be getting any service. They also told me that they had sent emails to me, but those emails never came to me. I am sure no mail was sent and these are all lies to cover up samsung's misdeed and leave the customer in suffering. I have reached out to samsung ceo office also but they are equally lost in helping in this issue. The only intent is to keep customer waiting for long and then inform that service cannot be provided due to reasons samsung team themselves responsible for.
It occurred on: 1/07/2020
Samsung has to either replace my damaged mobile or refund the amount i paid to purchase it.
I look forward to your prompt response on this matter. I would like to keep a complete record of my case, so please reply back via this email account.
Yours faithfully,
Dipanjan ray

21d r. N. Das road dhakuria
Kolkata
700031
[protected]