[Resolved] Samsung India — Misleading information about mobile service

Shamsad_84

from Moradabad, Uttar Pradesh

Address:

New Delhi, Delhi, 110092

I visited samsung service center: b2x service solution india pvt ltd - shakarpur, delhi - 110092 for remedies of problem in my samsung tab 3 which was getting auto switched off even when batteries was showing more than 70%. They collected my tab to find out the problem on 15th december2016... Today (16th dec) i got a call from service center that motherboard is faulty and changing motherboard will cost around 7000/- (Don't remember exact value). They asked whether should they change it? I responded in negative and ask to reassemble and give it to me by evening... @3:30pm i did collect that tab but i found that they even have not opened my handset, though they charged 173/- rs for service. When i checked on internet regarding probable reason for auto switch off of tab, i got a solution that remove battery connection and reconnect it... Though i was not having the tools to open my tab so i used the shirt clip and with little damage on corner of my tab i succeeded in opening it. I removed the connection and reconnected that battery... Now my tab is working... Now @ 23% battery and still it is on... I saved my 7000/- by paying only 173/- without getting any service done. I was fortunate but lakhs of peoples are being cheated every day...

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Dec 29, 2016

Complaint marked as Resolved

i received the bellow mail... "Dear Sir, Thank you for sharing your concern via this mail. We sincerely apologize for any inconvenience caused to you during the service experience you have had to go through. With reference to the trail mail, we have provided all the details and would like inform you that all necessary steps were taken to diagnose and resolve the issue appropriately. However, we surely respect your feedback and will look into initiating necessary actions/training wherever required. We request you to visit the center in case of any concerns and our service center representatives will assist you further. Thank you for your co-operation."

Samsung India customer support has been notified about the posted complaint.

Verified Support

Dec 17, 2016

Samsung India Customer Care's response Dear Customer,

Greetings from Samsung.

With the reference of your feedback regarding Samsung product, we request you to kindly share the mobile number and email address along with the reference ID given by customer care.

Thanking and assuring you our best services always.

Thanks & Regards,
Customer Experience Team
Samsung India Electronics Pvt Ltd

Dec 17, 2016

Updated by Shamsad_84 Good day sir/ma'am

I am Shamsad Alam
Mb. no. [protected]
Email ID- [protected]@gmail.com
Bill no.- [protected], print date- 15 dec 2016
TAX/VAT INVOICE is attatched bellow.

Thanks&Regards
Shamsad Alam

Dec 18, 2016

Updated by Shamsad_84 Good Day Sir/Ma'am

I wrote to Melville Fernandes the 'COO' B2X Service Solutions India Pvt Ltd. He asked his technical team to inquire. Bellow is mail reply of Mr Neeraj Kamat which is even more shocking and accepting that motherboard is indeed faulty.

"...
Dear Sir,

Greetings from B2X!!

Thank you for sharing your concern with us. We apologize for any inconvenience caused to you during your service experience.

Please find below our findings with reference to below trail mail.

1) Device was submitted on 15th December at our Shakarpur center with a reported issue of Tab getting auto switched off. Hence, the engineer diagnosed the unit and refixed the battery connectors as the initial troubleshooting step.

2) We had then kept the device under observation and found it again switching off automatically after few hours. Hardware issue was confirmed with the motherboard by the engineer. Replacement part charges were communicated to you by the center accordingly. We have cross verified the diagnosis report with our technical team as well and explains the possibility of the issue recurring in future.

3) As Samsung provides proper training and service tools for disassembling the device, so at a glance you will not be able to notice any disassembly marks.

4) As per terms and conditions, service center had collected the standard service charges with tax as applicable.

We reassure you that we have taken all necessary steps to diagnose and resolve the issue. We would request you to visit the center in case of any concerns, our service representatives will surely assist you.

Thanks & Regards,

Neeraj Kamat

B2X Service Solutions India Pvt Ltd.

Description: Description: B2X LOGO ..."

My reading of this narrative is that...it is absolute false and lie!

1. the removing and re-fixing could have solve the problem...so it is false claim that they did it. It may be possible that they tried it and it did not get resolved... but how did they conclude that motherboard is faulty. I did the removing and refixing and now tab is working perfectly ok. ( no auto draining and auto switching of since 16th evening...I dropped it battery up-till 20% and It did not switched off. In night I put it on charging @ around 12pm and removed it @8am on 17th morning...even in evening it was showing 100%...but in between I hardly used it. Right now @ 8:50 on 18th morning it have dropped to 92% in last 24hrs...bellow is screenshots attached) .

2. 2nd point, " We had then kept the device under observation and found it again switching off automatically after few hours. Hardware issue was confirmed with the motherboard by the engineer"...is also false..
when I submitted and received next day my tab the charging was showing the same...45%. And at 45% it was switching off within seconds...even when it was 70% charged it was switching off every few minutes when ever I was opening any apps. It took me 2 days to reduce the battery from 70% to 45% by regularly switching on...so it never required few hrs to see that it is auto switching off even if they have charged and tried it.

Here Mr. Neeraj Kamat is accepting that the engineer is not giving false information and have worked as per company guideline and training. As my tab is working perfectly then why should not I doubt that this is company policy to cheat and replace the costly parts which are actually not faulty. I know Samsung is a reputed brand whats why this experience is even more disturbing.

I request the concern authority from Samsung to investigate this issue by any 3rd party or get is checked it from your own workshop to find out which claim is right and make sure people are not being inconvenient or looted due to faulty training, misjudgment or inaction or deliberate action by few or by company itself through its policy of declaring costly component faulty when actually it is not.

3. Does Samsung also believe the claim that "As Samsung provides proper training and service tools for disassembling the device, so at a glance you will not be able to notice any disassembly marks". I am not going to buy this argument specially when I have seen on 2 occasion how they work. on 15 dec...from 12pm to 3:30 pm not a single announcement for next client from counter no. 3, 5, 6. and when people objected within 30 minutes by no. came ( when i went token No S55, S52, S57...was showing and within 30 minute my no. with token S100 came...he even did not listen what is problem and asked me to submit to get it investigated...). Even if you use plastic tool to remove the cover...there will be strain marks visible on close look.

Thanks & Regard
Shamsad Alam