[Resolved]  Samsung India — mobile

Address:	Chennai, Tamil Nadu, 600041
Website:	Samsung

Dear Sir,

I have been a Samsung customer ever since the beginning. I have always used Samsung Mobiles along with other products like Fridge, TV etc. I have A Samsung J7 Pro which I had purchased on 21st March 2018 and is still within warranty.
A few days back I saw a black spot in my display and the discolouration started spreading. I took it to the authorized Samsung service centre in Nandanam, Chennai on 23 Oct . My phone was within warranty. Without even checking it the girl at the counter said the display had to be changed and there was no warranty for patches. Let me tell you. there were no physical damage or crack or any such thing on the display. No visible damage at all. I assure you that I did not drop it either. Still they refused to consider my case under warranty. I spoke to the customer care and supervisor ( Mr. Valan Arasu - reference number [protected]). He also said that patches were nto covered under warranty because it happens due to physical impact and while trying to remove it will break.
I was thus compelled to sign my consent to pay the full charges and hand over the mobile to them.
However in the evening when I went back they gave me back the old display intact. There was not a sign of any crack on it proving that there was no physical damage. Over and above they also told me that J7 PRO was covered under warranty for patches. But they had deliberately not told me that before taking in the mobile. Instead they mentioned it as display broken which was not true.
So I did not take my mobile back and called customer care again. It was escalated to the warranty
department.
Mr. Deverapalli Clament from customer experience called me and said they had taken it up and would revert. He asked me to send pictures of the old display which I did.
After checking they confirmed that there was no damage in the display but the service centre was insisting that there was a minute crack which was not even visible!
He said they could do it on FOC basis but the service centre was not willing to accept.
He put me on con call with the service centre on 24th afternoon around 1 pm. Then he said he would check and revert. But he never called after that. I needed my phone back as I had an urgent meeting and travel scheduled.
I waited till 6 pm yesterday. In the meantime I kept on calling Clament but there was no response from him. I sent him an email that I was trying to contact him but he did not reply.
I called customer care again and they said I would get a call back. But no call came from Samsung.
Finally I went to the service centre in the evening on 24th Oct and collected my phone after paying for the new display.
But I took it under protest and wrote my feedback in their form. Today ( 25th Oct) evening at 4 pm Clament calls and says I have collected my phone. So he can’t do anything. It seems they were checking.
It is very obvious that he was waiting for me to collect my phone. That is why he didi not revert yesterday. Otherwise he could have informed me that they were still checking.
This is simply cheating the customer. This type of behaviour is not expected from a Samsung staff.
We expect better service from Samsung. After all I am a loyal Samsung customer.
I hope Samsung will take it up and give me a refund. Especially since the service centre has charged me for a problem which is covered under warranty. I have attached pictures of my old display and the bill copy. I can even take to Samsung office and show it to them if required.
Why was I forced to pay when the problem was covered under warranty.
Looking forward to e response.

Priya

[protected]