Sep 03, 2020
Updated by Romulus Gomes Attaching my initial complaint to Samsung.
Dear Sir,
Its with great expectations that i am writing to you, to resolve my Complaint which has been mishandled by the Customer service executives, Escalation supervisor as well as the service centre.
Up until a few months ago, I felt like a proud owner of a Samsung Galaxy Note 10+. So much so, that i had even ordered my phone before the India launch, because i just couldn''t wait to own the piece of art which had been put together by Samsung. i have owned every single Samsung Note model since its launch. Have always been an ardent fan of Samsung up until now. All my home entertainment and home appliances have always been Samsung.
My issue began a couple of months ago, when the call quality was affected by an Echo. So much so, that the voice was highly inaudible and would result in a minor headache, due to the echo.
Initially when i contacted the Customer Service Desk, they informed me that due to the Pandemic, all Service Centre''s are closed and i would need to wait, until such time that the Service Centre are allowed to operate. I was promised that in case the service centre does not open by the end of June, in that case a special request would be taken for me, where a Service specialist would visit my residence and either repair my Mobile phone and get it back to me or would approve a replacement and share some letter for the same. Needless to say, this did not happen.
When i contacted the Customer Service Desk again, they requested me to visit the Service Centre which was now open. I visited the Vile Parle Service Centre and submitted my handset there for the repair work. They informed me that since the phone is Purchased from Dubai, the repair work would be chargeable. I agreed to the same. A few days later when i called the service centre to find out the status, they informed me that the part isn''t available and i need to take the handset back, as is.
I called the Customer Service Desk and requested them to try to either arrange for the part or charge me a nominal sum and replace the Handset, since its still within warranty. This, i pleaded with the team, to do for me as an exception. The lady Jyoti, was kind enough to make an attempt and escalate the issue to her supervisor Mr. Ali Mouazam. The interaction with Ali Mouazam, was one which i regret. For a senior Supervisor to behave and respond in such rude fashion and arrogance seemed highly unprofessional. Even on my constant request the arrogance did not stop. I being from the service industry and heading Corporate Services for a leading Retailer in India, strongly suggest a Mystery shopping activity to check senior personnel interactions with the customer.
Am writing to you with great expectations and hope you will support my requests in a positive manner.
1. Kindly arrange for a quick repair of my handset, since i have been waiting for the past 4 months
2. If repair isn''t possible, due to the inavailability of the part, in that case, please sanction a replacement
3. PLEASE CALL ME, my number is [protected]
4. Please review and access the service given to customers
5. Implement a Learning and Development program for the supervisory team, this will help retain customers and help Samsung regain lost market share.
My SR Nos are :
Call Centre SR No : [protected]
Service Centre Bill No : [protected]
You will find my other SR nos. using my mobile number listed below. Also attaching my Handset purchase Invoice.
Thanking you in anticipation,
Romulus Gomes
+91 [protected]
[protected]@gmail.com
Looks like you are not the only one. I am also in the same boat sent several mails called customer care multiple times still waitkng for a response. They don't want to respond. I have to go and meet my Mom in another town and can't do that due to this uncertainty. I hope that they service the order and provide us with better product instead of sending some faulty product and then we get into another round of issues.
Joseph