| Address: South Goa, Goa, 403709 |
| Website: www.samsung.com |
Dear sir
Warm greetings of the day.
This email is to drafted to give you a clear update on the horrible and pathetic services for customers from samsung.
Why do you think a person makes a visit at a doctor's place and waits there in a queue? Is it because he/she have more money or might be because he/she has ample of spare time or might be because has nothing to do at home or because he has a problem?
Samsung is india’s biggest mobile phones and consumer electronics company. It is also india’s most trusted mobile phones and consumer durables brand, as per the economic times-brand equity survey 2016. Thats what i have read on sumsung website under company in india executive team. But * how far is that true?? *
I have been facing intermittent issue with my samsung handset bearing model no. (Sm-n950fzkdins), bearing serial no. (Rz8ja1tt9pl) for quite a long time and to get rid of this issue, i visited the ss jaan ss services, margao and reported the issue on the counter about phone getting automattically off and phone getting fully stucked which looks like a demo phone. It has been a intermittent issue and becomes very irritating when it occurs when i am busy, needs to operate the phone on urgent basis.
And also i had taken my dad's samsung handset bearing model no. (Sm-j200gtkdins), bearing serial no. (Rz8ja0etllv) having issue of screen going fully blank and having signal issue (Calls getting cut in between) which occurs suddently. I had bought and gifted this phone to my dad with lot of love on his special day cause he was using nokia keypad phone but all my excitment went in waste when i heared him saying what sought of phone you bought to me, my previous phone was quite good.
So i reported both this issues on the counter on 17th september 2018, and girl on the counter i. E. Ms. Minal aguair said she will do software update and data will go. I said ok and she said if there is still any issue then get the phone back we will keep it and check.
But yesterday i. E. 19th september 2018, when i visited the service centre at around 12:50; i had a horrible experience and insult done to me infront of all the customers by the 2 staffs (Ms. Shewta & ms. Minal) along with the owner's wife.
Ms. Minal aguairi telling the owner's wife, madam you saw the name of the person? She is the same girl. So the madam is asking me in a rude way does the phone really belong to me and from where did you purchase it? I told her the date of purchase and asked her to check from the seller from the information given by me if you have doubt. And all 3 were whispering slowly something among themselves.
Really the service centre here in margao has professional way of handling the customers? Are your samsung staff and owner here are trained professionally or is that they treat the customers like a fair buyer (Were we get cheap items)?
So i asked the girl on the counter ms. Shewta kulekar, why you'll asked whether the phone belong to me or not? She says i dont know. She called one girl inside (Ms. Minal) and told her something. When she came out, she whispered something to shewta, which i could see from the samsung big glass board reflection.
Shewta asked her madam what to do, but the madam was not ready to keep the phone and from her instructions the girl on the counter was refusing to keep the phone and create the jobsheet.
Madam had to say that on my phone there is no data at all. She was just insisting where is the data. I clearly mentioned her that my data is in the memory card which is in the phone. When i was clearly told that data will be lost then why will i have to wait and waste my time taking the backup of my data in the service centre?
Everytime i heard them telling and sending the customers back stating take the backup of the data and come. She directly refused to keep my note8 phone under observation and j2 phone she said show me the problem now. She refused stating show me the problem right now and that to on the spot. If not then she won't give me a jobsheet and wanted me to take the phone back.
I was fully in tears and did not knew how to react, i told her if you are not ready to help then i will see and talk to someone. She replied me stating what someone will do? I just stepped out cause i was feeling frustrated there because its like i bought a robbed phone and came.
After 10 mins i again entered the service centre and asked for acknowledgment stating you checked my phone, there is no issue at all. So that time the main owner was there sitting and my friend to came on my request.
So the owner asked me why i am sitting as he saw me sitting there and i told him how rudely her wife behaved. I even asked him what right she has to ask me whether the phone really belong to me? What she thinks that i have a business of collecting all my neigbours phone or purchasing it on my name? He called her out and she really dint have respect to talk to a customer and respect them.
Rather then apolizing, she is trying to save her side. And after several requests the owner agreed to take the phone and told her update in the remark that no defect found. But while creating the jobsheet, i heard the staff (Ms. Minal) telling the boss that really there is screen issue and not getting connected to iqc. She mentioned my phone as dead.
This is really disgusting and unbearable situation. Refer their cctv footage. Jobsheets are created at 14:06 and 14:47. Shewta is asking madam whether to upload my photo on call and she says wait i'll show you. Might be i am a most special robber.
Their token machine is also not working the day i visited and who knows since when it is not working. There is no notice put stating its out of order. Just have to sit and no proper order.
So on my previous visit, the girl on the counter simply did the software update to me whithout checking the warranty? Everytime staff is asking madam what to do? Whether to create the jobsheet or not? My point is why are the staff appointed? Are they not trained? Then rather then asking the madam only everything, better to make madam only to sit and attend all the customers.
I use my device to the maximum extent and more time span. I can identify and be the right track to say want really i am going through. A person using a device for just 05 or 15 mins will be in a possible to justify the fault? How can samsung ill-treat their customers? Samsung service centres only resolve visible issues? But what about intermittent problems that trouble the customers?
Also note on my request my dad got the sim cards changed 4 times but the problem dint resolved. sim operator also suggested it can't be network issue as its the problem with the handset. i even tried using the sim card in other phones and other samsung devices but its absolutely working fine.
Do i need to share my personal photos, data which is confidential to the staff or the owners there? Or will they take the backup? Or is it they are giving free wifi service and hard disc to store the data? Or are they gonna pay the customer for the time wasted in the service centre the way how they are paying their staff for the services rendered and how they are generating revenue? It is their duty and task to serve the customers and not to insult them.
Well this service centre has their another private business of all mobile repairing & accessories shop in cuncolim (Image attached) and even u can google ss jaan ss services. By the way their is lot of difference in attending a local customer and a brand user. Hope everything is extremely fine and going on smoothly and updated about the same well in advance...
Even the girl (Ms. Minal) on the counter is asking me whether the seller has not giving anything complementry on purchase of note8? What a service centre has to do with all this? And above all the girl on counter is telling me that the tempered glass will be removed but you don't think that you will get a complementry glass here. (See the footage of 29th september 2018)
Is this the right way to inform or speak to the customer? Cheap and third class service of margao service centre.
Did i come to buy a complementry tempered glass there which is costing just rs.150/-? Is the tempered glass more expensive then the phone cost of the phone or the samsung original clear view cover what i had bout worth rs.3699/- along with the phone?
I am not a begger or a robber, but just remember that i am a customer and i have a bill of my purchase. They are not doing me a favor but they are people appointed by the brand name samsung.
What sort of people you'll deal with represents the status of samsung brand. There are no manners only to the madam and what manners the staff will have? do you think this approach is really supporting the motive of samsung - samsung always believe in providing best service to customers?
Samsung has five business principles and out of which the third principle states that we respect our customers. My point is how far it has true? Can you please justify me on this?
Really is it true or just to attract the customers? Dis-satisfaction, insult, making fun, rude behavior this is actually the full package of samsung service centre. Let them keep their pride and their attitude in their pocket cause i don't need any.
Again and again customer face issues but not given a single resolution or no improvement step happens towards the customers but just the insults. They have to face the same difficulties if they have taken samsung product. Only robotic words of stubborn people having a parroting habit to say everyone has to visit service center although no update, you will get the solution or not but you have to visit service center.
This time this is a serious situation which i am facing issue and how can i trust such people who are appointed in your terms working over there. Is it me as a customer don't have right to report my phone problem to the service centre?
Why are service centres meant and for what? Is it to insult the customers of samsung? Better you suggest to change the logo of samsung to - buy samsung and suffer.
I am really frustrated with my note phone, also my dad's phone issue and above all this service centre has really spoiled my mood, my peace of mind which inturn encouraging me to write this to all social media mediums, the consumer forum and the press.
As i work for a private firm, its not possible for me to visit the service center several times and can't take offs as i want because we have to take to go and sit for hours till the the number comes and its very irritating when the person on the counter is not ready to listen to your problem and only want to dominate and dictate their terms on you in spite of knowing that the customer has waited for long just to get solution as its not a matter of 05 or 10 or 30mins.
It was a horrible and unforgettable experience i had in my life. Customers don't have any value when a samsung product is bought and when defect is mentioned. Really horrible services of samsung. It was an insult for me in front of other customers present. Don't even have decency to talk to customers and give respect to girls being a girl. What type of service is this? Is this what samsung is talking about satisfaction to customers? Samsung customers are treated as street dogs by service centre.
Frankly speaking i have really lost my trust in samsung and their horrible services. Never had such a horrible experience in my life. I think samsung is paying their service centres to sit in the centralized ac. No one understands or gives helping hand to customers. Giving harassment, misbehaving, dominating, refusing to help, wasting time of customers, asking to go and come take backup several times for the same issue are the after sale services of samsung buyers.
In samsung there is no value for their words cause they don't know the really worth of customers. I have lost the faith on samsung products now cause of such attitude and horrible experience given by service centers which are meant for customers.
Well i have realised and noticed sitting in the service centre that in these days there are not even a single customer who has become happy and gone after the service from the service center. Or else plan a suprise entry to service center without informing anyone and see how the treat the customers. But service centre people are very happy to entertain samsung customers having out of warranty phones because they get business.
Even try to discuss your phone issue on the counter and see the behavior of the staff on the counters. samsung can't keep and maintain their customers or have any happy customers that's what i have believe.
Even vivo mobiles give far more better service to the customers in spite of having very low reputation in the market. Their services are really awesome. But samsung has only name and they can only play with customers emotions and feelings too by troubling and frustrating them.
Sorry to say this but shame on samsung brand. Samsung are not looking for customers satisfaction but i should say they want their service centre to be the best infront of mr. Sunil cutinha. Samsung are not meant to resolve customer's issues related to their products. If samsung has valued their customers then i would be a proud samsung user.
I want permanent solution of refund to my devices of rs.67900/- plus rs.7700/- which i have been facing and service centre is not entertaining to my issue and also note8 clear view cover. I am not a begger and it was my right to be treated well which is not provided to me at all.
For every single little thing, i have been insulted and does the company given the phones free?
I can't take a risk now, when i know what sort of people i have given my phone too. And i can't afford to repair the phone again and again where i don't have respect at all. My phone will be repaired free till it has warranty and only when the problem is identified on the spot.
I don't have time to sit there till i try to identify the issue. It is there job and duty to repair the phone but they made me cry and hurt me badly inpite of having warranty. I have not paid rs.67900/- and rs. 7700/- for problematic phone and phone without warranty. I bought a phone for a long use and not for use and throw purpose. Phone ones start giving problem then it will create the same and i can't afford to waste more money. i will have to take a legal action to get justice for the repeated issue caused to the in my handset. And who want dead phone?
When there is warranty they are refusing to check the issue, so might be if the phone is not under warranty then they are without any issue ready to do anything cause they are now earning on checking fees and even they must have their markup on the repair quoted amount. Well whats the guaranty that my phone will work fine after taking it back after them creating so much drama? Even after repairing my phones, the same problem occur then there is no guaranty that i will be treated well and my phone too. I can't afford to pay again and again their checking charges.
When i had warranty, i was ill-treated so how can i expect that iwill get good treated from such people? I really can't take a risk.
Samsung service centres are setup to do the repair work and give solution or to do the detective work of checking with the customer and find out with the seller whether really the product was purchased or not? What do they think a customer really is? A fraud or a cheat or a robber? Detectives and police are already there in goa and if that was the case then you guys would have suggested to go at police station atleast they would treat me well.
My concern was with my handsets and i want solution for it but it landed in horrible way which hurt my emotions. also informed that i will go only for refund as i have faced a lot of problems with the phone and also personally from service centre buying samsung product.
Looking forward.
Thanks
Theophila
Nov 17, 2018
Complaint marked as Resolved Samsung India customer support has been notified about the posted complaint.
Verified Support
Oct 17, 2018
Samsung India Customer Care's response Dear Customer,
Greetings from Samsung.
With the reference of your feedback regarding Samsung product, we sincerely regret the inconvenience caused to you.
We wish to inform you that your complaint is acknowledged and our customer service team would contact you shortly for providing resolution to your complaint.
Thanking and assuring you our best services always.
Best Regards
Samsung India Electronics Pvt Ltd
Greetings from Samsung.
With the reference to your feedback regarding Samsung product, we hereby confirm that the resolution to your concern is already provided.
Thanking and assuring you our best services always.
Best Regards
Samsung India Electronics Pvt Ltd