I initiated a purchase of a mobile phone on the 18 thof November 2021., for a Samsung mobile model no Galaxy M21, 2021. priced at Rs 14995/-
We had initiated a purchase and made the full payment through our credit card of icici bank., for the sum of Rs 14995/-.
Immediately we received a mail stating payment declined., the order was canceled. from samsung.
We can share the screenshots of both the order and the cancellation.
However, the payment had actually been made and deducted from our account.
Based on their mail, we did not argue and instead placed an order with amazon, that very night, and the amount got debited too.
We got a call from the courier stating that he is delivering the Product, we were not at home, and assumed that it is from amazon.
Without realizing that Samsung had realized its mistake and they without our confirmation and knowledge raised another order on their own and dispatched the mob ph, which package till this day is in sealed condition unutilized and unopened.
We had sent them a mail stating that the payment has been deduced and to make a refund.
Their mail and screenshots, clearly state that if we want to raise an order we have to follow the process again, where was the question of raising a, and we did not, they did it to cover up their mistake.
For nine months now they are harassing and not refunding our monies, with interest, and neither are they collecting the mobile stating that once delivered as per policy they cannot collect it back.
In the preceding, I had been in touch with them through their helpline and every time a different person addressed the issue not Resolving neither Escalating, but parrot-like insincere answers were always given, to harass a senior citizen and a Loyal customer of years.
Every mail of mine was relied on, on without a thought and always by a different person, who did nothing to clear or understand or listen to the mistake made by samsung, but to forcible thrust the product which we already bought now from amazon.
Their customer care helpline misguided us and even told to visit the service center for a new mobile ph, and put us in an embarrassing situation, and we visited them as guided, with no help coming.
Nine months have elapsed and this blame game continues.
They are illegitimately sitting with my money, and do not need the product.
Even as recently they repeated and asked for the pictures of the package which I have sent for the third time, but no resolution is in sight, as they do not mean to provide any sincere solution by taking the product back which is unused unopened and sealed as yet.
The money must be refunded, with interest, the product collected, and this harassment should stop immediately.
Disgruntled, Harassed Senior Citizen, and an ex loyal customer,
Altaf Mavany
[protected]
Samsung India customer support has been notified about the posted complaint.
Verified Support
Jun 27, 2022
Samsung India Customer Care's response Dear Customer
Greetings from Samsung!
We would like to inform you that your case is already running with our concern team.
We assure you that our relevant team member will contact you as soon as possible.
Kindly wait for the response from them
Best Regards,
Samsung
Jul 14, 2022
Updated by [email protected] Team Samsung, I have received umpteen no calls and emails from different persons of your organization, but all have the same approach and reasoning, that your policy and only you matter, not the customer.
How will it make a difference if you do not want to, Listen, read, and understand my situation, and why, I am being harassed for the last 9 months, is it necessary?
Do you get joy out of this situation, by harassing a Senior Citizen, customer, who has paid you and you denied receiving the money and canceled the order?
After realizing the mistake you made, you created another order without our knowledge, approval, or authorization.
And you keep harping about your own policy, without having any understanding and accepting your mistake, why is it so difficult to understand what is going on.
Altaf Mavany, [protected]
