[Resolved]  Samsung India — Faulty service by customer care center

Address:

560079

Sir,

This is to bring to your notice, the following facts:
1)I have purchased a Samsung SM-G935 on[protected].

2)On 21st March 2017, some issues arose with regard to the display screen of the phone and so I approached the Samsung authorized service center at “VANDHANA COMMUNICATIONS, No 51/102, 20th Main Road, Marenahalli Main Road, Near Sai Krupa Hospital, Vijaynagar, Bangalore - 40”. However, even as the service center repaired the display screen and returned the phone to me, there arose new issues with regard to the microphone. No caller was audible on the phone nor was I audible to them. I approached the service center again pointing out the new problem in the phone. I was told orally that there was some mistake on their side while repairing in the first instance and hence repaired the microphone. All of this was covered by warranty.

3)However, soon after the repair of the microphone, there arose a major problem. The said phone whose primary feature, as shown in advertisements and as assured to me personally by the salesman was “water resistance up to 30 minutes in water as deep as 1.5 meters”. On 27th March 2017, the phone accidentally fell into water, for less than 30 seconds. When I took the phone to the service center as mentioned above, I was told that there was “water logging” and that the complaint was “warranty void”. I was asked to pay over Rs. 28, 000/- for repairs!

4)Please note that this shocking and disappointing rejection of the warranty by the service center is unacceptable as it is contrary to the product assurance of water resistance. Some questions remain unanswered. How would the phone suffer water-logging, when it was exposed to water for less than 30 seconds? Was there a part concerning the waterproofing misplaced by the service center, especially in the light of the center mistakenly damaging the microphone in the first instance?

5)Suffice it to say, that there has been a defective product sold to me at an astronomical price, then there were defects in service by the service center, and finally I am being asked to pay a huge sum again, for a defect arising certainly because of Samsung and its authorized service center. I hence demand that the phone be repaired with immediate effect, without any delay, and being covered by the warranty, to be free from cost, failing which I will be constrained to take legal recourse to assert my right as a consumer.

I am looking forward for any early resolution (replacement of above said parts free of cost under warranty) for the faulty service extended during servicing my phone.

You can reach me for any queries on
+91-[protected]
[protected]@gmail.com

Regards
Ashwin Kumar