Samsung India — Mobile

Address:	New Delhi, Delhi, 110001
Website:	www.samsung.com/in/info/contactus.html#

Dear sir/mam,

It is quite unfortunate that inspite of several mails, till now nobody has turned up yet to rectify the problem in mobile, though the complaint was made a month back. This would definitely make us think twice before buying any of samsung product.

Entire mail chain is attached for your action:


Your question
Our question
Dear all,

I would like to bring this to your notice that i have purchase the samsung phone b310 guru music 2 blue on 1 april, 2016 for rs. 1623 and after 2-3 weeks of i started facing below problems:

1.Network problem (Ex: calls are not coming, outgoing call is frequently disconnecting and people are trying calling me but call not going thru).

2. After 1.5 month suddenly i faced a audio problem i was unable to listen what caller was saying.

Then i contacted store manager mr. Sehej-connaught place, new delhi, with above mentioned complaints and then he told me mam your phone will be repaired in 2 working days after 5 working days i reached the outlet again then i came ti know that phone is still at the store and not sent for the servicing i requested them that i m facing problems without phone please get it repaired, the on 16th june (After 9 days) i got a message from samsung saying that my phone is repaired then i call sehej to deliver my phone but when i got the phone only my audio problem is resolved and the network problem still persist.

Frequently getting call from samsung feedback team told them all the network problem is still there nobody is bother to send someone to collect the phone for service.

I would like to now that is samsung service standards has gone so down that samsung people are not even concerned with the customer problem on top of that i m facing issues with the new phone which i have bought just 2.5 months back.

I m sorry to say i m totally unsatisfied with this mobile. I would request samsung team to either refund my money or replace my phone with other new phone.

Waiting for your favourable consideration.

Regards
Neha anand
[protected]
[protected]

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Counselor answer
Dear ms. Anand,

Greetings of the day!

This is kartik from customer experience.

We sincerely regret the inconvenience caused to you on your dealing with samsung product.

This is in reference to your email dated 27/06/2016 and subsequent telephonic conversation we had regarding your complaint against samsung handset guru music 2.

As discussed, you’ve confirmed us that you will be going to submit your handset at dealer place so we would request you that once you submit kindly confirm us along with dealer contact number on my email id i. E. Kartik. [protected]@partner. Samsung.com

We will look into the matter and do the needful as soon as possible.

We appreciate your support and patience and assure you of our best services always.

Warm regards,

Kartik

Senior executive, customer experience

Samsung india electronics pvt. Ltd.

_

Dear karthik,

Reference my mail which i have send it to you on 6 july, 2016 regarding my phone.

I would like to inform you (As informed u in previous mail) that i have submitted the phone to the dealer (Mr. Sahaj mob: [protected]) on 6 july, 2016 and the same day mail was sent to u and till date i have not received the revert from you and neither from the dealer even he is not picking up my phone.

Can anyone tell me how much time will u people take to get it repaired and person without phone is kind of handicapped, my personal and professional work is hampering without phone.

If this is the service standards of samsung then please tell me i will give you the authority to keep this phone with you and make fool to someone else by selling this phone and u can keep the money with you so samsung can grow more by cheating customers.

Revert me asap

Thanks
Neha anand
Mob: [protected]

Please call me asap otherwise u will force us to take action
Counselor answer
Dear ms. Anand,

Thank you for taking out time for sending this email to samsung and making us aware about your concern.

This is with reference to your concern regarding ‘service issue’ in your samsung device.

We apologize for the inconvenience caused to you.

As per our telephonic conversation, since issue has been resolved after the telephonic conversation with our technical support team; we request you to kindly observe the performance of your mobile at your end and feel free to approach us if in case any issue persist.

For any further assistance, feel free to contact us via same channel or you can also contact at samsung india customer care at[protected] or[protected]Prefix area std code).


Thanking and assuring you for best services always.

Your reference number is ‘[protected].

Regards,

Sparsh verma

Technical support team

Samsung india electronics pvt. Ltd.

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Regardig your samsung handset sm-b310ezbdins
Inbox
X

Mohammad amir
10:59 am (2 hours ago)

To me
Dear mr. Neha,
Greetings!

This is in regards to the complaint of your samsung handset model code (Sm-b310ezbdins), bearing serial # serial number (Rz1h20s038m).
It is our best endeavor to provide you with impeccable product experience at samsung. Our products pass through rigorous quality checks which are globally recognized; therefore, samsung products stand out as best as compared to other products in the same category.

Having said, we always believe that our customers are the best judge and may help with improving our products. Therefore, we take every feedback with an assurance of improvement with every passing day.

The feedback shared by you regarding the product quality is appreciated. We assure you that we are doing our best to give you a perfect resolution for query and you will find no performance difference in your product post repair. Samsung repair process ensures equated performance of your product to your satisfaction.

We hope that you will appreciate the fact that we want to give you the best resolution; therefore, we request you to bear with our efforts to serve you better by allowing us to repair your unit.

We once again request you to
Kindly visit the nearest svc center so that we can provide you necessary service for satisfactory performance of your (Handset).

In conclusion, based on our discussion we will not be able to cater your request for exchange or refund of the above said product.

We value your relationship with samsung and assure you of our best services, always!
Best regards,
Mohammad amir
Senior executive - customer experience
Samsung india electronics pvt. Ltd.

_


Neha babbar
Jul 19 (2 days ago)

To amir. M
Samsung is fraud

Dear mr. Karthik / mr. Sparsh / ms. Neha / mr. Aamir,

I would like to thank you all for coming in this matter and creating more mess and harassing me.

First of all mr. Karthik: i would like to ask you that when u call up first time that mam please send your phone at service centre we'll get the handset checked and if any problem persist we'll send your concern to seniors for the replacement

1. Why you told me that we'll send the concern to our senior to get it replaced?

2. Why you did'nt told me that after keeping my phone with you for more then 15 days u will send the handset with the same problem?

3. Why you did'nt told me that your other representative will also ask me to send the phone service centre again and again?

4. Why are you making fool to customer?

Secondly ms. Neha: when you said mam i understand your concern and the problem faced by you i'll escalate to my seniors to take the decision then

1. Why you did'nt told me that your seniors are sitting there to harass the customer only, they are not there for helping customer?

2. Why you people gave false statements to customer for staying away from such cases?

Thirdly mr. Sparsh & team: you & your team is sitting there for not replying to customer after sending so many mails for almost a week you replied to when i got the faulty phone back... You people even dont have time to serve the customer.

Fourthly mr. Aamir: you call up as a senior for resolving the issue u calld up on 16 july, 2016 and said that i'll call u back in 10 mins and your 10 mins got over on 18 july, 2016 at 12:24 pm, then i again droped you a mail and called me up today at 11:16 am (You people are so busy in resolving the customer issues that you people don't call but a customer like me is being harassed from samsung by not getting solution)

Being a senior person of ceo's desk you are repeating the same thing which your representative are telling me then what special are you doing for a customer... You people @ samsung are repeating same thing like a parrot... That plz deposit you handset at service centre

Why you people can't understand that i am a working lady and i can't run to service centre again n again i already submitted my mobile to your service centre twice for more then 15-20 days each time.

If you people dont want to help me out then clearly say it to me that you people can't help me then i'll take this matter further.

Please be informed that i can't go to your service centre if you want handset then send your executive for pick and send the spare phone with your executive only as said by you aamir.

Dear mr. Ceo,

It my humble request to you to kindly look into the matter and get it resolved and stop harassing me bcoz of your faulty handset.

Otherwise you people will force me to take legal action and go to the consumer forum.

Please be advised that this handset is faulty from your end, i have not created any fault in it and the matter of refund or replace please be informed that if you want to make money by making fool to customer by selling such faulty things then tell i'll ask few more people to buy products from samsung and then return the faulty product to samsung and don't even ask for the refund or replacement.

This is totally rubbish one one side you are talking about the world class products, about samsung reputation, samsung services and on the other side you are giving such stupid statements to customer (Like we will not be able to cater your request for exchange or refund of the above said product.) then what the hell are you doing for a customer?

You are saying that your service and product is impeccable but i would say that your service and product is worst.

Let me brief you again about your impeccable product samsung model code (Sm-b310ezbdins), bearing serial # serial number (Rz1h20s038m). That i bought your impeccable product on 1 april, 2016 which has been twice sent to service centre for 15-20 days each time and still problem is same.

Thanks
Neha anand
[protected]
[protected]

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Dear ms. Neha,


We are trying to help you out, but for this kindly visit at service center, after getting the current status of your handset we will be able help you.

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Neha babbar
Jul 20 (1 day ago)

To amir. M
Dear amir,

This is not the right way to help the customer, i m working lady and my husband has gone thru a surgery so i can't go anywhere.

I[censored] really wish to help me and provide impeccable service for your impeccable product then kindly get the handset collect and send the spare handset.

Waiting for your favourable reply.

Thanks

_

Dear ms. Neha,


I already discussed with the service center for this concern, they informed that they has no unit call back facility and don't have enough manpower so that they can arrange visit.

I again request you kindly visit at service center so that we can check your handset and can provide the repair service to you.

_

Dear amir,

I think you wont be able to help me out. I request you to kindly arrange callback from your seniors.

Thanks

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Neha babbar
3:12 pm (22 hours ago)

To amir. M
Dear amir,

Reference my above mail, can u plz ask your seniors to contact me as i m facing lot of problem bcoz of samsung.

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Neha babbar
4:14 pm (20 hours ago)

To kartik. C12, amir. M

Dear samsung top most authority ms. Aanchal,

I had spoke to so many people in samsung but you are the worst from all of them samsung have full on collection of bad to worst people in which i will you ur name should be on top.

First of all u dont ethics to speak to customer. I have to talk to senior executive level only then i can speak to amir who have some manners to talk to customer but you are totally away from manners and customer service.

As you said that you are the highest escalation authority of samsung then i think there is no one beyond you are the decision taking of samsung...

As i said over the phone that plz mention this in mail which u just said it to me u are the final escalation authority.

If samsung has created the ceo email desk then all people sitting there should help the customer bcoz customer is contacting u thinking that your desk will definitely help customer and i m sorry to say that your team is only there to upset the customer not to help them.

Dear senior of ms. Aanchal,

If you people have a bit time out of your busy schedule to listen the customer grievance then plz callback.

Thanks
Neha anand

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Neha babbar
11:21 am (1 hour ago)

To amir. M
Mr. Amir,

Please ask your senior to call me and i m clearly saying that i wont be able to go to service centre.

Also, from now onward please do not send me cut copy paste reply.

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Mohammad amir
12:44 pm (29 minutes ago)

To me
Dear ms. Neha,

I already arrange the callback senior by yesterday.
And this is final email from samsung management

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Neha babbar
12:59 pm (14 minutes ago)

To amir. M
Dear samsung team,

Please be informed that aanchal is not a senior she is your colleague and if this is the final mail from samsung team then i will definitely would like to say that this my last notice to you further to this i will take legal action.