Samsung India — Mobile handset samsung galaxy j7 — complaint about service request

Address:	Gurgaon, Haryana, 121006
Website:	www.samsung.com/in/home

Complaint Reference No. : [protected]

I am a user of Samsung Galaxy J7 which I purchased in the month of November 2015 having warranty of 1 year.

On August 5, 2016, I downloaded and installed the software upgrade suggested by Samsung and soon after the installation when mobile reboots, the problem begins and it was not booting.

Without any delay, the handset was taken to authorized service centre and the personnel over there did the factory reset (erasing all the data), but the handset again not booted. Then, I was given a receipt and asked to collect my phone on August 8, 2016.

Meanwhile, there is no SMS confirmation received of any type about the phone status. On August 9, 2016, it was informed by staff of Service Centre (Ambey Communications) that the phone won't come under warranty because there is one component missing from the mother board. On arguing that how can this be possible as the phone is properly fastened with screws, there seems to be no answer from the service centre. The service centre personnel alleged that I have taken out that component which is stupid answer as no customer would ever do that and it makes no sense.

There were multiple contradictory statements coming all the time from the Samsung Staff, at first (Aug. 9, 2016) it was one component missing, next day (Aug. 10, 2016), few components missing, after few days (Aug. 12, 2016), IC's got burnt and on Aug. 27, 2016, again they mentioned about breakage in the phone. All this is extremely hurtful and seems to be a plain lie because the fact is that I have been using my phone and satisfied with it too till the time I downloaded and installed the latest software upgrade. The fact that I downloaded the said update can be verified from the server.

There were multiple email exchanges, phone calls and conference calls between Samsung E-Mail Support Team and the staff at Service Centre. But, the result is DISAPPOINTMENT as whenever I try to contact SAMSUNG, there was some new representative coming on line and just gave a standard response assuring to resolve the matter in 48 hrs., 72 hrs., etc. So, far 24 days have passed and I am still waiting despite the fact that I lost my valuable data too during this happening.

I would like SAMSUNG to rectify the fault and return my phone in good working condition or else, provide replacement.