| Address: New Delhi, Delhi |
Date: 30.08.2013
Dear Sir,
I have bought a new Samsung Galaxy Note II mobile phone on 12.11.2012 (within the warranty period as per the Company’s Warranty Scheme) for Rs.36400.00/-. On 13.08.2013 while I was working on the said phone, it suddenly got hanged up, so I tried to switch it off and restart again, however, it did not switch off either and I have to take out the battery for the same. After replacing the battery when I switched it on again, it still did not switch on, instead, it showed the message “FIRMWARE UPGRADE ENCOUNTERED AN ISSUE. PLEASE SELECT RECOVERY MODE IN KIES AND TRY AGAIN.â€
On reading the above message I thought it proper to take the handset to an authorized Samsung Service Centre the very next day i.e.14.08.2013. On reaching the authorized Samsung Service Centre at Aegiss Infotech, UG-26 A, Somdutt Chamber-1, New Delhi-110066, I told them the problem and they assured me that it seems a software issue and they will fix it in about 1 hour and asked me to wait in the waiting lounge. However, after an hour they told me that the issue seems to be one of the hardware or probably motherboard and as I have shown the handset to some unauthorized dealer outside, I am no longer entitled to Warranty Cover as per company’s policy and will have to pay Rs. 8,000/- for repair of an in-warranty handset. I told them that it is physically not possible for me to take the handset to some unauthorized dealer outside as it was just last night that my handset stopped working and I have brought it to the Samsung service center the very subsequent day. Besides, it is beyond comprehension that I will take the handset to some unauthorized dealer outside when I very well know that my handset is in warranty and Samsung company and/or its authorized service center is the best forum to show my handset for any problem(s). Moreover, no plausible explanation was provided by the company’s service center as to on what basis are they claiming that I have shown the handset to some outside dealer when there is no indication of the same, whatsoever; the seal of the phone is intact nor is there any tampering with the handset.
From the abovesaid conduct of the company’s service center, it is patently clear that in order to escape their liability of repairing/replacing my handset and/or any component thereof as my handset is within the warranty period of one year, they are blaming me of violating the company’s warranty cover policy and take my in-warranty handset out of the said cover.
The Company has misled, mistreated and harassed me by not providing me with the warranty cover and blaming me of violation of company’s warranty cover policy on vague and implausible grounds when fact of the matter is that my handset is very well within the warranty period and there has been no violation of any condition of the warranty cover policy of the company, whatsoever, on my part.
I heard from someone that I could write my complaint here and I would be assisted so I am writing this in anticipation of a quick response. I want a complete replacement of the handset because the motherboard of the handset has gone awry in just a period of few months which makes it apparent that there is a manufacturing defect in the handset.
The said problems have resulted in pecuniary losses apart from causing inconvenience to me. I also have clientèle abroad and need to be constantly in touch with them through phone/SMSes/e-mail.
I am an Advocate practicing in the Supreme Court and Delhi High Court, and I am suffering immensely on account of all the above stated problems.
I am bonafide consumer and my handset is under warranty. I am going to personally take up the matter to Court if not assisted and would ensure that bonafide consumers are not cheated by either Samsung or its authorized service centers by selling defective handsets and causing so much inconvenience to the consumers.
A. Faraz Khan
Advocate,
11-B, Mathura Road, Jungpura,
New Delhi-14.
Mobile No. [protected].
Aug 14, 2020
Complaint marked as Resolved 
My bill no of service center is [protected]
Unfortunately for me this has been the most horrible experience for me because as uptill now i had thought only service center people were but it seems the customer service executive calling me was the biggest ever.
I received a call from the number[protected] from a Samsung executive trying to blame the problem on me stating "It is unusual for a customer to check if the memory card is accessible" , then he started saying " he doubts me for reporting the problem at the service center itself" and accuses me a Project engineer handling sites for "Indian Chartered Accounts Institute" and "C.B.I" at Bandra Kurla complex worth more than 240 Crore rupees each and who is willing to pay Rs 1300 for replacement of touch screen mechanism of such an old phone just for its emotional value of haggling your company for such a mere amount.
After my much protests he gets the manager of the said Samsung service center Mr Matthews on a conference call and after a while the amount comes down from the earlier Rs 3000 to a magical Rs 66, since now it is quite obvious that whatever the plan or motive for haggling money has failed,I flatly refused to pay at which the said customer service executive gives me his vast gyaan about how much favor he is doing to me and gives me really weird examples and since I was not relenting and declined his so called offer I asked for a simple signed undertaking from Samsung stating " The customer discovered the problem of memory card reading malfunction during delivery, but Samsung does not concedes it to be its fault" at which the executive says that he is going to tell the manager of service center to make sure to charge Rs 3000 if I wanted this problem solved. For further entertainment you can hear the call which maybe mostly recorded on your system.
This has been the worst after sales service from a company of a repute such as Samsung.Needless to say I would never ever buy any other Samsung product no matter how good or how economical it might be. I would now request Samsung to please give me back the phone with the replaced touchscreen for which I am and always willing to pay Rs 3000 and with the said undertaking in writing.
As I have already said if the problem was caused by me I would be happy to pay whatever amount but I am not willing to give even a single ruppee for a mistake not committed by me,also Samsung needs to employ executives who have some amount of brain activity to judge a customer and his stature before making such rude and unacceptable comments and assessments, also as I have said earlier as much as I would like to go to a consumer court and demanding a hefty compensation, I am really not that kind of a person to just milk an opportunity such an experience leaves me to think otherwise.
I don't expect Samsung will act properly on the said executive and neither will it accept any mistake on its part, the real mistake seems mine in choosing Samsung product in first place,giving it to the authorized service center (because obviously even a roadside unauthorized service center would have done a better job in first place or would have atleast accepted it fault) and expecting some sort of justice from it.
Not at all thankful