Aug 22, 2017
Updated by madhurmeow My email id is [protected]@gmail.com and contact number is [protected]. This was the chat I've initiated with Samsung on 14th august and when I visited the service centre they have a totally different story. Even when I ask to chat executive about the regulatory and compliance handler of Samsung he told me that our manager is our regulator. You can check that as well in chat. I've also written to Email to CEO help desk several times but no help from their side as well, each and every one is escalating the case to different department, today I got a call from Manish from head office he said now take your phone to different service centre in Okhla, delhi and if they also confirms that it is due to liquid then you have to pay 21400 Rs to get your phone repaired. This is my last hope to get the issue sorted and after that I'll go to consumer court. Pasting the chat -
Different reference number shared with me - [protected] / [protected] / [protected].
LiveChat
Our Live Chat agent will be with you shortly. You are currently in queue.
Welcome to Samsung Live Chat. How may I help you?
Ram Prakash
Good Evening Mr. Singh! This Is Ram.
18:57:09
miss
18:57:18
Not Mr. first of all Ram
18:57:32
I've contacted earlier as well regarding my phone that speaker is not working and battery draining out automatically
18:58:19
and had a chat session with Ketan
18:58:36
Ram Prakash
Alright sir i will certainly help you with the same.
18:59:17
Are you reading my chat or just copy pasting the script
18:59:53
Ram Prakash
Sir may i know are you having your device with you or it is in service center?
18:59:53
I told you that its Miss Madhur singh and now not sir
19:00:33
hope you read this now.
19:00:50
Ram Prakash
Sir i am understanding you told me that you are facing the battery draining issue with your device.
19:00:59
Ram Prakash
i apologize mam
19:01:17
now as he informed I had submitted my phone to service centre and there is no update from them as they denied to open the phone in front of me and said it will take time to open C9 pro
19:01:25
and said will inform you the status till monday
19:01:33
the phone number Mr Tarun mentioned on the acknowledgement paper was [protected]
19:02:16
nobody is receiving the call on that number I tried 30 times
19:02:38
Ram Prakash
Alright Ma'm As I can see you are facing the Repair issue.I will be glad to assist you.
19:02:39
bill number is [protected]
19:03:07
please let me know the status
19:03:20
Ram Prakash
Thank you for the detail ma'm Please give me a moment so that i could check the status of the device.
19:03:48
I'V ALSO WRITTEN THE MAIL TO HEAD OFFICE AND THERE AS WELL I HAD A WORD WITH MS SHANU, SHE PROVIDED ME THE NUMBER TO CONTACT WHICH IS ALSO NOT VALID
19:04:33
THIS WAS NOT EXPECTED WITH SUCH A BIG BRAND - SAMSUNG
19:05:07
HOW MANY CUSTOMER YOU ARE ATTENDING AT THE SAME TIME???
19:06:18
Ram Prakash
Ms. Singh We apologize for the inconvenience caused to you.
As i can check in your job sheet number You were facing(speaker, mic and reciver not work phone auto off hanging and battery d)
19:06:28
DRAINING FAST, SENSOR NOT WORKING AS WELL HE WROTE THAT BY HAND.
19:07:06
Ram Prakash
And as i can check about the resolution part they have repaired your device.
19:07:22
WHO WILL INFORM ME??
19:07:40
Ram Prakash
So may i know when you have connected to the service center.
19:07:44
I HAVE SUBMITTED THE PHONE ON 12TH
19:08:09
AND ASKED THEM ARE THEY OPEN ON SUNDAY HE SAID YES
19:08:31
THIS IS RIDICULOUS
19:08:52
Ram Prakash
We apologize that the service center did not inform you about the repair status Now i would Request you to please visit at the Service Center and collect your device from them as per the job sheet.
19:09:50
I WAS A LOYAL CUSTOMER AND SAMSUNG JUST LOST. WILL NEVER BUY SAMSUNG PRODUCT AGAIN ALSO MAKE SURE THAT MY COLLEAGUES AND THE DEAR ONES AS WELL NOT TO TRUST SAMSUNG.
19:10:31
LET ME KNOW ARE YOU GIVING ME THE GUARANTEE THAT I WILL NOT FACE THE SAME ISSUE AGAIN WITH THE DEVICE.
19:11:23
I'VE WRITTEN THE MAIL TO MR. H C HONG AND WILL POST ALL THE MAIL AND CHAT SESSION ON TWITTER AND FACEBOOK ASS WELL
19:11:36
AS*
19:11:49
I'VE WRITTEN THE MAIL TO MR. H C HONG AND WILL POST ALL THE MAIL AND CHAT SESSION ON TWITTER AND FACEBOOK ASS WELL
19:12:09
THIS KIND OF SERVICE YOU ARE PROVIDING TO YOUR CUSTOMER.
19:12:37
Ram Prakash
Ma'm i can understand the situation what you are going thought . And we really appreciate your patience.
19:12:46
ARE YOU THERE?????
19:12:47
Ram Prakash
Ma'm i assure you you will not face such problem in future.
19:13:27
WILL YOU PEOPLE EXTEND THE WARRANTY OF THE DEVICE OR CAN GIVE ME ASSURANCE THAT IF I FACE THIS ISSUE SAMSUNG WILL PROVIDE ME REPLACEMENT OF THE DEVICE
19:14:01
Ram Prakash
And i really apologize for this discomfort.
19:14:23
Ram Prakash
Mam we provide the extended warranty program in which you can buy the warranty for the device.
19:15:05
Excuseme????????
19:15:29
WHY WOULD I BUY THAT.
19:15:36
the device was faulty that was not my fault
19:15:55
how would i will get to know what they have replaced in my phone????????
19:16:19
Ram Prakash
I can understand mam but the warranty will be same as 12 month as per the policy.
19:16:51
I think you busy with another customer's, please transfer the chat to your SME
19:17:02
or manager
19:17:17
Ram Prakash
Mam would like to tell you they will give give you the bill in that you can check further other then you can ask.
19:17:43
Ram Prakash
I apologize for the delayed response Ma'm.
19:18:24
if same issue affect the phone again
19:18:29
will you provide the replacement of the device. this is third time I am asking the same question
19:18:56
okay I understand that. dont apologies again and again, just let me know if I face the same issue samsung will provide the replacement.
19:19:15
Ram Prakash
in this case they would rectify the issue in warranty of 3 months as per the policy.
19:19:16
sorry what does that mean???
19:19:51
its only 5 months
19:20:55
that i bought that phone,
19:21:07
Ram Prakash
mam would like to tell you we have 3 months of repair warranty in this period if the problem reoccurred they will resolve the issue in warranty
19:21:16
replace the phone then.
19:21:24
every time i face the issue I had to visit the service centre and they will resolve and again if same issue arise again they repair that under warranty
19:22:30
Ram Prakash
i couldn't Get you?
19:22:31
dude I am also working I dont have that much time
19:22:56
I need to talk to your SME or manager, Please transfer.
19:23:19
look Ram I'm really pissed off with all this. That I have to chase every thing.
19:23:57
Please transfer the chat.
19:24:06
ARE YOU READING????
19:24:27
Ram Prakash
Mam in the case of repeat repair issue we have other option which will be told by the service center at that time at the same time we can assure you that this problem will not be comming.
19:24:34
transfer the chat to SME Dude.
19:24:59
Are you there????
19:26:14
Ram Prakash
Requesting you to kindly stay on line as it will take some more time. to transfer the chat to the supervisor.
19:26:31
Fine
19:26:45
Ram Prakash
For this can I transfer this chat to my supervisor.
19:27:10
yes please
19:27:19
New agent have been assigned. Please wait until the chat start.
Nikhil Verma
Good Evening Mr. Singh. This is Nikhil (Supervisor) from Online Support Team.
19:28:46
Nikhil Verma
How are you Mr. Singh?
19:28:56
please take your time and read the chat as I don't want to repeat
19:29:00
its miss
19:29:06
Nikhil Verma
Please be online with me while i check the complete details.
19:29:28
please don't copy and paste the script I really need to chat with some person don't be robotic.
19:30:37
Nikhil Verma
Thank you for being online with me Ms. Singh.
19:32:55
yes
19:33:19
now tell me.
19:33:24
Nikhil Verma
As i can checked that the above job sheet number is belongs from C9 handset.
19:33:45
correct
19:34:09
Nikhil Verma
Service center had informed you the estimate for your product.
19:34:12
had not
19:34:23
estimate time????
19:34:38
they have informed me nothing.
19:34:50
no information by them
19:35:07
Nikhil Verma
Ms. Singh, i can understand that service center is not inform you anything related to the latest update of your handset.
19:35:22
okay so you let me know.
19:35:46
Nikhil Verma
I can do one thing. Just arrange one call back for you from our escalation department side.
19:35:48
okay when will I receive that call?
19:36:11
Nikhil Verma
Right now service center is closed for today and for tomorrow is also service center closed for Independence day.
19:36:21
Wow
19:36:34
you know what its been almost 9 days that I'm without phone.
19:36:56
Nikhil Verma
Hope you will be fine if call back will arrange for day after tomorrow.
19:36:58
I have just bought that phone 5 months ago.
19:37:14
can you please give the assurance that if the same problem occurs again, samsung will replace the phone. Look I'm also working and do know everything. So lets don't waste time and don't want to go in
19:38:10
who is your regulatory body???
19:38:38
who deals with compliance ???
19:38:52
Nikhil Verma
Ms. Singh, do not worry about your case. I am here to help our customers. Just wait for tomorrow. Our escalation department will contact you for sure
19:39:32
You just imagine that I have wasted my 36900 bugs.
19:39:39
Nikhil Verma
Just give us a chance to resolve your issue.
19:40:00
You assure me that if same problem occurs again samsung will provide me a replacement phone.
19:40:38
I agree with all your point but you just imagine my situation that no body informed me that phone is repaired.
19:41:20
Nikhil Verma
I agreed that your experience is not so good with Samsung but i assure that you will get a call back from our escalation department.
19:41:22
I called them today 30times. I'll take the screen shot and keep that safe.
19:42:02
What they will do??
19:42:11
I received a call from your head office on 12 and after that no one cares.
19:43:35
Mr verma I'm understanding you very well, however you are not getting my point. How I believe you that will receive a call back. when no body cares to give a call back from 11th August.
19:47:43
when I will receive the call back?
19:47:51
Nikhil Verma
Tomorrow you will get a call back from our escalation department.
19:48:22
You sure.
19:48:44
Nikhil Verma
For sure Ms. Singh.
19:48:56
I'm saving this chat and If I will not receive a call back then, is there anyone I can contact?
19:49:54
who is your regulatory body, let me know that as well.
19:50:23
Nikhil Verma
You can directly contact on Live Chat option and chat with me.
19:50:32
Nikhil Verma
You can also mail on Support.[protected]@samsung.com
19:50:53
okay
19:51:03
and who is you regulatory body.
19:51:18
You know what this is 6th time I think I'm asking this question and you are not answering that, which is wrong as I said initially that keep it simple I don't want to go round in circles
19:52:34
Nikhil Verma
This is our escalation id which i already shared with you.
19:52:35
Nikhil Verma
Our Manager is our regulatory body. You can also chat with them.
19:53:21
Nikhil I have written the mail to CEO helpdesk and directly to Mr. H C Hong hope you know, who is he.
19:53:35
but no body cares to contact back.
19:54:22
Nikhil Verma
Please give us a chance to proof our experience and resolve your issue asap.
19:54:34
Nikhil Verma
I have already arrange one call back for you [protected]. Please note down this reference id.
19:55:17
Good. I'm saving this chat and will wait for the call back tomorrow also I don't want to hear that tomorrow that phone was not reachable as I never switch off the phone and keep the phone with me
19:56:08
everytime
19:56:14
Nikhil Verma
For sure Ms. Singh.
19:56:36
Okay. Dude take care have a nice day...Blah blah blah.. will wait for tomorrow and it will be appreciated if I would able t
19:57:10
to get my phone at earliest.
19:57:33
Nikhil Verma
For sure Ms. Singh.
19:57:50
Chatting Finished By Customer.
Nikhil Verma
Thank you for contacting Samsung online chat support. Have a wonderful day. If you have more questions, you may again contact us via same channel on Live Chat Support(http://livechat.support.samsung.com/Customer_new/IN)
I escalated this matter to Samsung head office and even wrote an email to Samsung CEO's office. unfortunately, I have received no response and now If I go and order a new Watch from Samsung website it tells me it will be delivered to me in 3-4 business days.
Such a shame Samsung I regret I am using so many High-end Products of Samsung - Samsung S7E Edge, Samsung 589 Litres side by side refrigerator etc.
I don't want any other resolution apart from my money back. Because you guys have failed all the dates.
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