Samsung — Defective mobile sold and no replacement provided

Address:

Kolkata, West Bengal

Hi, This is regarding my new Samsung Galaxy E5 mobile (IMEI NO-358271/06/107078/0)bought on 11.04.2015 at Samsung Plaza, Salt Lake, City Center, Kolkata 700091. Just after I brought my new mobile home, I realized that whenever I put the phone on speaker mode during a call, the person on the other side is not able to hear me. I called up the dealer and they asked me to visit them. They checked and said its working. It worked a couple of times and then again when I left the store, I faced the same problem. Then I again went there and they tested and this time they could see the issue. They did some software upgrade and the issue temporarily looked to be fixed. Just after I left the shop I again faced the issue and I went back to the shop. They could see the issue again and I asked them to replace my mobile with a new one. Since I very recently bought my mobile and the issue is there from the first day, I wanted a replacement. They said they cannot replace my mobile and only the Samsung service center can replace it. I went to the service center (at salt lake, Kolkata). They removed my antivirus software and said the issue would be fixed now. It didn't !!. They wasted 2 hrs of my time. I lodged a complaint at Samsung email support (reference number [protected]) and they responded by asking me to submit the mobile again at the service center. I asked them to replace my mobile because the issue is there from the beginning and they are also not able to fix it. They promised me that they would replace my mobile if they fail to fix the issue this time. I again went back to the service center and they kept my phone for more than a week for investigating the issue. After that they asked me to collect the mobile and mentioned that they replaced the mother board and this time the issue is fixed. I collected my phone from the service center. Not to my surprise the issue was still not resolved !! I lived without my phone for more than a week, wasted my valuable time in visiting them over and over again. Then my husband went to the service center and had connected the customer care executives with the service center guys into a conference call. My husband repeatedly asked them to replace my mobile but the customer care said its the responsibility of the service center and the service center mentioned it is not their responsibility. The opinion of the service center was to again leave the phone with them and this time they will TRY to repair the mobile. Now my question is how many times we need to go to the service center and how many more days of time wastage? Why can't they simply replace my mobile which is very well within the warranty period. I am not at all ready to submit my mobile at the service center any more. They are simply making fun of my money and time. My husband came back home and did not submit the mobile. I sent an email complaint at the Samsung India CEO office. They called me up and again asked me to submit the mobile at the service center. I told them that the only option is to replace my mobile and I do not trust their service centers any more. I very well deserve a replacement because they sold a defective piece which had the issue from day 1. They say that their policy is not to replace the mobile. But then is their policy is to sell defective pieces and then harass customers with their stupid service center guys who cannot fix any issue? The lady who called me from CEO office said she would check and get back to me within 24 hrs but she never called back. Just for your note, in this whole process I called their customer care number innumerable number of times, emailed them innumerable number of times. They argued with me innumerable number of times and also they disconnect the line at their own will. My only point is "please replace the defective mobile that you sold". I request you to help me get some justice here. Best Regards, Debaleena