[Resolved]  Samsung India — failure of samsung to address basics of customer service

Address:

New Delhi, Delhi, 110059

Dear samsung customer service team,

I am writing this mail to thank you for following:

1. Not providing the technical support by your team.

2. Casual behavior of your customer care team.

3. Vague protocols to get call backs with in 48hrs which i have received even on this 10th day.

The below mentioned is the description of the concern,

A. I visited my nearest samsung service centre at janak puri (Next to janak puri west metro station) for the complaint of low voice of my cell phone speaker.

B. I have paid the diagnosis charges as well and got an estimate of repair. The best part is the problem is identified as speaker is damaged and needs to be replaced by not even opening the mobile set. But that's fine.

C. I have been told along with the estimate that there is a 1% possibility that my display will get blank/damage. I have spoken to my customer care representative there mr. Rajesh kumar and asked that if a speaker needs to be replaced, why would there be a risk of losing my display. Mr. Rajesh and his immediate supervisor was not able to share any technicality.

My question was very simple that the customer service team says that there is 1% probability to lose a display, however as a customer i have 100% probability to get liable to pay for display which will cost me around 4-6k and which is at present in working condition, hence why are they sticking to 1% probability. This point was discussed in detail but they said when the machine opens your display then there is a probability that your display will be lost which makes no sense that is why its being done by machine. I feel they are trying to hide probability of negligence which can occur with any customer.

D. Got my request locked with ref. No. [protected] to get the technical update on this concern. Didn't received any calls till date and my estimate of work will also expire within 15 days of its generation.

Samsung being the leading player in cell phone has such a worst service. I am using apple, google, motorola and have repaired them as well but no one has given this excuse of losing a display. This seems to be a strategy to gain money, make fool of customers, harass them with the intention to earn money.

Kindly provide a relevant solution to my problem. As per my experience i really don't understand the relevance of your tat to respond, but mine will be 24hrs of generation of this request. I will escalate this matter to the zonal head, country head and to regional president and ceo sw asia to get the clarity on losing my phone's display, poor response of your customer care team

Because as a customer, we want fair service.

Thanks

Mr. Kannu sharma
Mobile-[protected]