Samsung India — Faulty galaxy a7 handset

Address:	Mumbai City, Maharashtra, 400052
Website:	Samsung.com

I purchased a A7 mobile in March 2015. The phone's display got self damaged while charging. I took the phone to their authorized service station, Deepak Detecom, Khar (W) for help. The center examined the phone and advised me that the display is damaged. Since there was no external damage either to the body of the phone of the top glass I wondered how could the display be damaged, and if so, it was an warranty issue. I was told to wait for about half an hour. The representative came back and handed over me the phone which was very hot and showed me a hair crack on the screen saying that the LCD has cracked from inside. It was surprising to me. When I asked them as to why the phone is hot. I was replied it was their standard test procedure by which they detect the fault by putting the phone into a oven, imagine a heat chamber. I seriously objected to the test, because I thought they would scan the phone in a non-destructive method. I won't be surprised if they have inflicted a fault to avoid warranty repair!

Service cetre demanded 8.5K for repair even the phone was on warranty. Dis not do a job sheet, returned the phone.

I contacted Samsung customer care and requested to escalate the complaint for a warranty claim since there was no physical damage to the phone and it was a pure case of quality issue. The phone's LCD is not supposed to crack when the body or cover glass is not even scratched.

Spoke to one Mr. Shuvendu who directed me to go to Deepak Telecom again and create a job sheet with their observation. Deepak Telecom was very reluctant to make a job sheet. With my insistence they did one, but with very sketchy observation and false recordings ( they said hardware damage, dent at the back of the phone, whereas its a display problem with a minor scratch on the bottom edge which I remember, it happend once when the edge toughed the edge of car door while closing the door)

Called back Samsung on 13th Nov. One Mr. Mohul picked up the call and spoke to me while I requesetd him to speak to Mr. Shuvendu for continuity purpose. I was told I will get back a call in 3 days time with a positive assurance and solution.

Today is close of 17th. Yet to get a response from Samsung Customer care or Deepak Telecom where I have deposited my phone since 13th November.

Do we trust Samsung Services? Do we trust Samsung products, particularly A7 model which the launched with fanfare? Is Samsung fooling consumers in India by supplying substandard products? Is the company having any business ethics with regard to is warranty offering or its a eyewash only?

Request, readers to voice their concerns.

Subrat Kar
Dt.17.11.2015