Apr 23, 2017
Updated by Jayati_Roy Based on the call received from the Samsung Team, specifically one Mr.Mudit, I was advised to deposit the faulty set again to Samsung Service Centre which I did on 29/03/2017.
Subsequently, I received an email from Mr. Mudit on 05/04/2017 stating that the cell could not be replaced as no problem was detected . Same day i replied to him stating that the customer is not a fool to leave the brand new handset at service center if there was no problem . I have till date not received any reply to my email . The copy of the email correspondence is produced here -
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Regarding your Samsung Product([protected])
Inbox x
MUDIT SINGH
Apr 5 (12 days ago)
to me
Dear Ms. jayati,
Greetings!
It is our best endeavor to provide you with impeccable product experience at Samsung. Our products pass through rigorous quality checks which are globally recognized; therefore, Samsung products stand out as best in terms of quality and service of the products.
Having said that, we always believe that our customers are the best judge and may help with improving our products. Therefore, we take every feedback with an assurance of improvement with every passing day.
The feedback shared by you regarding the product quality is appreciated. After an extensive diagnosis by our certified technical support engineer, we found that no defect has been found in the product unit.
We understand that you expect a replacement or refund in lieu of the product. We would like to inform you that unless the product has some technical fault, it will not be possible to either replace/repair or provide any refund on its behalf. As long as the product has any fault, it is always open to a repair as per Samsung’s warranty policy.
Nevertheless, we would like to take this opportunity to thank you for your feedback and to give us any other opportunity where we can serve you in any other way. We assure to give you the best possible solution in any manner.
Regards,
Mudit Singh
Sr.Executive, Customer Experience
Desk phone:[protected]MON- SAT, 9am - 6pm)
Jayati Roy
Apr 5 (12 days ago)
to Virag, mudit.s
Dear Mr.Mudit,
It's extremely shocking to see the kind of response from Samsung. We have reported the complaint within 7 days of purchase and out of nearly 3 months of purchase, the set is lying with Samsung for two and half months.
Do you think a customer is a lunatic to leave a brand new set with Samsung service centre if there was no problem.
As I had already intimated countless times that the set gets restarted on its own . It happens when we are using the set .
For the sake of security of my email accounts, I cannot leave the set with my all my email and other accounts open . So when the set is surrendered at your service centre, you cannot detect the problem. Obviously the problem of auto shutdown recurs when the set is being used. I have already informed this aspect several times to your service centre.
I demand a re examination of the set keeping the above aspects in mind when the set gets tested with all apps functioning.
Or else I will have to term it as a failure of your service team .
Await your revert on the above . And please don't assure of your best services, because I am still waiting to see it .
Jayati Roy
Attachments area
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I started receiving calls from the Service centre that I need to pick up my phone or else they would dispose of the phone as scrap . This is sheer blackmailing on Samsung's part .
I collected the phone from the Service center on 12/04/2017 in fully discharged condition and could not be tested at all .
Needless to mention that the problem of auto shut down continues .
so much for Samsung's complaint resolution procedure .
Apr 23, 2017
Updated by Jayati_Roy The latest update is another mail from Samsung, which is as below :
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Dear Mam,
As per our telephonic Convsersation regarding your Samsung Mobile Modle SM-A910FZDDINS.
You have confirmed that you are still facing issue with handset, Would like to suggest you to Visit Service Center and Submit it for Observation.
Regards,
Mudit Singh
Sr.Executive, Customer Experience
Desk phone:[protected]MON- SAT, 9am - 6pm)
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Out of three months since purchase, the phone was lying with Samsung Service center for more than two and half months, still they could not detect the problem .
Now they again want the phone to be submitted .
Initially the reply was they could not replace the phone as 14 days had already passed . Now they say they can't replace because problem cannot be detected .
How can we let these big corporate get away with cheating the customer this blatantly ?
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