[Resolved]  Samsung India — botched up warranty replacement process

Address:

500008

I purchased a samsung level U headset through an ecommerce website and it was working superb until a couple of months ago, it started rebooting automatically, both on my laptop and mobile connectivity. It was one or two times a day initially, but it started doing it more frequently as the days progressed. So I took this to the samsung service center in tolichowki, Hyderabad (bill number [protected])

So, the guys looks at it and does a random test verifies the problem exists. However, he lookst at the arms of the device (which are elastic on both sides to support different neck sizes). So, while apparently, there were not physical damages, not even as much as a scratch, the right arm was a little more elastic than the left, which could happen due to normal wear and tear, and no were in the world it would be considered a physical damage. Also, it was an external issue NOT AT ALL related to the functionality I was complaining about. The guy is still not sure even after discussing it with his colleagues for about 60 minutes (which goes on to prove that they did not have a process for such issues).

Finally, he took some pictures ( and while taking the pictures, he made sure he stretched the arm more than he should have to make the stretch appear more than it really was) and uploaded on the case sheet and told me there is a physical damage and the warranty cannot be claimed. I tried to explain him the difference between normal wear and tear and physical damage, but the guy was very unreasonable. So finally he suggested I should contact the Samsung customer service.

While I was still in the service center, I called the customer service and spoke to a guy(unfortunately, forgot his name) who looked at the case opened the picture and told me CLEARLY he doesn't see any physical damage and asked me to wait till he confirms with the service center over the phone. Apparently, he was still relying on the SC to confirm the physical damage. He came back on the phone and told me the SC confirms the physical damage(which he couldn't find from the pictures just a few minutes ago). I refused to accept. He offered me a call back from the head office.

A guy named jayaram calls me and tells me nothing can be done as SC tell there is a physical damage. I clearly told him there is no physical damage and I want the device to be inspected by a more competent person. While I tried to reason with him for a few minutes, he finally told me he will refer the case to an engineer and get back to me.

A few days later (yesterday), I received a call from a Sr. Executive named Niveda who repeated exactly the same thing Jayaram, the previous guy told me. She very clearly refused any further assistance. I asked her for her reporting manager's name - SHE BLUNTLY REFUSED and told me she reports to nobody, what a joke of a service center. I simply asked her, assuming the guy at the SC was mistaken about the physical damage, what are the escalation options available for the customer, she simply told me there is nothing I can do. WHAT THE HECK!! So, a customer who purchases a premium product from your organization has not escalation patch to claim his rightful warranty. THIS IS SIMPLY DAYLIGHT ROBBERY BY SELLING SUBSTANDARD PRODUCTS AND REFUSING WARRANTY FOR FLIMSY REASONS.

The biggest assault on my frustrated emotions happened last evening when JAYARAM sent me an email advising me that the warranty cannot be claimed, and the "repair" can be done with service charges which he estimated to be about 3300. and the funniest part is, samsung Level U, the same bluetooth headphone I am complaining about, BRAND NEW, is available on samsung online store for 2999, Lock, Stock, Barrel.

BEYOND BELIEF.