| Address: Ahmedabad, Gujarat, 380003 |
I have been a customer of samsung mobiles for 5 years starting with samsung galaxy note 2 in november 2012 and recently samsung galaxy c7 pro in may 2017 (Same can be confirmed in your records for my mobile number [protected] and email id [protected]@gmail.com)
However, i am deeply anguished with my experience with samsung over past few days. I am listing the details as below.
1. I bought samsung galaxy c7 pro on 9th may 2017 from website of amazon india, which is exclusive dealer of this particular model in the country, for rs 25, 990 (Rupees twenty five thousand, nine hundred and ninety). (Invoice no. Ka-qsau[protected], device serial no.[protected], copy of invoice attached (File name “evidence 1 invoice”).
2. On 17th aug 2017 (In less than three months), suddenly the mobile stopped working.
3. On 18th aug 2017, the mobile was taken to samsung service centre (Address :- samsung service centre, shayona center, memco cross road, d colony, ahmedabad, gujarat 380025) and here my harrowing experience started.
4. Any customer entering the doors of this service centre is practically considered a cheater/ liar with questions starting with “pukka liquid giraya hoga (Definitely you must have poured water over it)”, “pukka mobile giraya hoga (Mobile must have definitely fallen)”, “see carefully, there is a scratch here or there” (However light or minimal it may be, words like normal wear and tear do not hold good for this service centre), “screen is not broken but there must be some pressure on the screen”.
Nowhere an option is given to customer that there may be a genuine flaw in the product. All efforts of staff in this service centre are focussed on only and only one thing, to prove customer liability. And if it is not there then to create one. And this is what has happened with me.
After a torturous shower of questions mentioned above and a wait of two hours from 1500 to 1700 hours, the engineer at the service centre agreed to open and check mobile. But again with a threatening warning “99% screen will not break but if it breaks it is customers liability”. On explaining that the product is “under warranty”, and has been brought to “authorised service centre”. So any damage which takes place at service centre has also to be covered under warranty, the engineer straight away refuses to accept and arrogantly even hands back the phone that you can take away the phone somewhere else, but we will open only if customer gives in writing that if while opening screen breaks, it will be customer’s liability. He further added that “if you want to goto consumer court, goto consumer court and then come to us”.
Finally the phone is opened and engineer agrees that there is no breakage inside the phone, and that they will check the mobile.
5). At last when job card is being made, i am told that mobile is not under warranty. Even on showing original invoice, another bunch of demeaning questions are showered “was the phone bought in singapore”, “is their any other invoice”, “maybe you have bought from some other dealer”, “is there any other proof that phone was bought from amazon”.
After another hour of haggling finally the phone is accepted with a rough customer information receipt being given (Copy attached – file name “”) whose service order number details were never available online on samsung service tracking site.
6) after one week of suspense over which i had to repeatedly contact samsung india for warranty status (Email and phone reference number [protected]) and enquire repeatedly from service centre regarding repair status, finally on 25th aug 17, i am informed that my warranty status has been confirmed, phone has been repaired and can be collected.
7) on reaching the service centre, i am informed that the display of my phone has been changed. On inquiring the cause, reason given is “there was a small pressure area on one side, we had told you that day only”. On reminding them that i had also told them that “there is not a single scratch on the screen” (In fact service engineer himself had removed tempered glass, and that to without permission), and that “there is no pressure area visible”, i am told that it was not visible to naked eye but checked by chemical test.
On inquiring that how a pressure area can lead to a dead phone. They have no reply other than to say “battery might be dead”. Battery was already charged when phone went dead, and phone was again kept on charge whole night in hope that phone might start working by morning before it was taken to service centre. There were no led lights, no ringing of phone and no vibrations even on keeping power button pressed. The phone was dead at that time. Same has been clearly mentioned in the copy of customer information slip which was kept by the service centre (Copy attached – file name “evidence 3 customer information slip copy kept by service centre”). Also to be noted here is that service order number mentioned in this is completely different to the one mentioned in copy given to me.
It was further argued by me that even if a “samsung brand”, supposedly good quality product with “gorilla 4 glass” stops working completely within three months of purchase due to a “small area of pressure somewhere on the screen” then it is a manufacturing defect. Mobiles fall, screens crack and yet display keeps working. But to no avail, here these genius samsung service engineers, blind in lust to get customer’s money, with no concept of good after sales service and warranty liability, further added “we agree that this should come under manufacturing defect, but company has clearly told them in 70 written pages that not to accept it. Rather charge customer for each and every such case where display stops working irrespective of cause.”
On further informing them that i will be writing about this issue to samsung, i am told “yes, please do write. Even we want company to become aware that the quality of products has gone down, and here because o[censored]njustified company policies we have to fight with customers”.
8) in the end, i am charged a total of rs 9316 (Rupees nine thousand three hundred and sixteen rupees) including labour charges of rs 413 (Despite product being in warranty). (Reciept attached – file name “evidence 4 unjustified money charged receipt”).
9) and finally to add insult to injury, when my old screen is returned back along with phone, i find that now there are multiple cracks in it (Photographs attached – file name “evidence 5 cracked old screen handed back by service centre”). On asking about it, i am told “humne to pehle hi kaha tha, 1% chance hai screen kholte waqt screen toot sakti hai” (We had already told you that there is 1% chance that screen might break while opening, so it broke).
10) i feel that this is a clear case o[censored]nprofessional conduct and cheating by this particular service centre. The real problem in phone was something else because of which phone was not responding and they have cracked the screen while opening. Now by bringing this “pressure sensitivity leading to complete display non-function theory”, they have not only tried to remove their liability for screen crack, but also charged me for mistake of theirs.
On the other hand, even if it is “pressure sensitivity (Over a gorilla 4 glass) leading to complete display non function” issue, then this is definitely a case of manufacturing defect which should be covered under warranty.
11) i have the following requests to you
I) a thorough inquiry should be done against the staff of this particular centre regarding this particular case, as well as into their unprofessional and uncourteous handling of other genuine samsung customers.
Ii) complete refund of the financial loss suffered by me due to this issue.
I hope for an early resolution of my issue, else i will not be left with any other option except to take this matter to consumer court, as well bring it to attention of various print and news media, especially regarding very poor after sales services by samsung india mobiles.
Yours sincerely,
Supreet singh nayyar
Mob [protected]
178/1, shahibaug enclave,
Ghoda camp road,
Ahmedabad
380004
Copy to advocate
Enclosed
1) evidence 1 invoice
2) evidence 2 rough customer information slip
3) evidence 3 customer information slip copy kept by service centre
4) evidence 4 unjustified money charged receipt
5) evidence 5 cracked old screen handed back by service centre
Sep 29, 2017
Complaint marked as Resolved Samsung India customer support has been notified about the posted complaint.
Verified Support
Aug 28, 2017
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
Regards;
Harsh Gandhi