Samsung India — mobile handset not repaired under warranty

Address:

Patna, Bihar, 800025

My name is Kshitiz, a resident of Patna (Bihar). I had purchased a Samsung A50 smartphone from an authorised Samsung showroom in Patna on March 11, 2019. Recently in August, my mobile's screen showed colour patches on left bottom of the screen. The phone was also having heating problem while charging and during phone calls from the very beginning. I visited the customer service centre here at Ashiana-Digha Road on August 22, as my phone is in warranty period. The service engineer there said that the repair will not cover under warranty just after having a look. First he told me that the screen has been pressed. Then I lodged a online complaint to Samsung service head. Then I was directed to visit the same service centre again on August 23 and deposited the handset. After two days, I was again told that it will not cover warranty as the phone's bracket is broken. But there was no sign of wear and tear on the phone. On August 26, I e-mailed to Samsung CEO for the same issue. But keeping the handset for one week, I received no service. They said the phone was inspected by the their technical team, but I don't think so. As from the first day they repeated the same thing that it will not cover warranty. I was told by the service centre to deposit Rs 8475 cash as repairing cost in advance. When talked to the customer care executive about the issue, then she replied that the service centre has uploaded the photos of mobile which show a minor scratch on the body so it will not cover warranty. I didn't saw any wear and tear on the handset. I am also unable to understand if any scratch is also there as said by them, then also it can't be termed as damaged. They kept the phone for a week and when I got back my phone, there were few scratches on the back panel which was received there. Now my handset got completely blank screen. I am a journalist working in an English daily here in Patna and I had suffered a lot due to the inappropriate services of the company. My work had suffered a lot due to phone. Most of the contact numbers were deleted from the phone. I am unable to understand what should I do as a Rs 19, 990 handset is not covered under warranty. Please look into the matter and help me.