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[Resolved]  Samsung India — mobile phone

I have been an user of Samsung brand for over 8 years now and with its exquisite quality and after sales service Samsung has always allured me.
But this has changed with my recent experience with Samsung where I bought a Samsung J7 Max handset on 12th March, 2018 from Fundamental Electronics (authorized sales store of Samsung) in Kolkata. Right after I purchased the set, I came across several problem with camera and charging issue. While the Camera of phone was not capturing the pictures instantaneously, the phone was not getting charged properly. It was observed to get charged at around 8 in over 30 minutes time. Moreover there was some problem of the handset getting electrified while charging as well.
I immediately contacted the Customer Care over call and upon their testing over Smart Switch they had not been able to fix the issues. I was advised to go to Service Centre which I did on 14th March, 2018. I contacted the Samsung Authorized Service at Chinar Park in Kolkata and they updated the software to fix the matter temporarily. But the same occurred just a day after and I had to go to the service centre again for the same.
Upon checking back the handset I was told the issue was genuine and they would need to initiate the replacement. Hence I was asked to submit the box and other accessories to them. While the box and other accessories were submitted they came up with observation that the stickers with IMEI# were not on the box, while the same might had been torn while unboxing the handset by the sales store. But the personnel at the service centre-Jayanti Mukherjee and the others were not ready to listen and co-operate. The IMEI# could be tracked from the valid bill and the other stickers on the handset as well. Later I was told that, they have not had the approval from Samsung Team for the replacement of the handset as there were no stickers.
It stuck me to utter surprise and complete despair as a customer is denied of basic convenience for just the reason as the stickers were missing in the box!! The problems are genuine and this is the first time I came across any of such issues with any Samsung product, that I have had my full faith on. My experience and interaction with the service centre Team gave me an impression that, they were looking for some excuse to refuse the replacement despite the product was under 14 days service bracket of replacement, in case of any manufacturing defect.
I hence thought of bringing this to the attention of highest office in expectation of my concern being heard and addressed to my satisfaction at the earliest.
I was contacted by Samsung office the very next day and told to take the set back to service centre and submit for obtaining a DOA. Now the service centre Team came up observation that, there was some dent found on set which the set would not qualify for DOA. I had clear impression that, the intent of the service centre Team was to somehow find something in order to disqualify the set from being replaced. I am still struggling with the issue and the matter is open without resolution
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Apr 27, 2018
Complaint marked as Resolved 
Mar 26, 2018

Complaint Status

Samsung India customer support has been notified about the posted complaint.
Verified Support
Mar 26, 2018
Samsung India Customer Care's response
Dear Customer,

Greetings from Samsung.

With the reference of your feedback regarding Samsung product, we sincerely regret the inconvenience caused to you.

We wish to inform you that your complaint is acknowledged and our customer service team would contact you shortly for providing resolution to your complaint.

Thanking and assuring you our best services always.

Best Regards,
Samsung India Electronics Pvt Ltd
Mar 30, 2018
Updated by Saibal Dhar
Even after having written so much to the highest office of Samsung my case is still awaited. I was contacted by a representative yesterday and firstly informed of pseudo dent on the set. They rejected the claim of replacement on that ground. I strongly denied of the same and tgey sought for time till Monday to get back!!!
Extremely poor service Samsung!!! Writing to your CEO's office even could not settle the matter to customer satisfaction.
Totally disappointed...
Mar 30, 2018
Updated by Saibal Dhar
I really do not know whom yo get in touch with. I am now very sure of my claim being rejected once more while there was no dent. Samsung Team is somehow trying to stop the issuance of the DoA which is a legitimate claim.
Lodging complaints here and writing to the CEO's desk did not expedite the matter even. I was asked to submit the handset to service centre which I did over last Saturday, yet no suitable response from Samsung!!!
I have now lost all faith and trust on this brand which I had been a brand user of so far.
Mar 30, 2018
Updated by Saibal Dhar
I have decided to disintegrate myself from this brand ONLY BECAUSE OF SUCH POOR REDRESSAL OF MY LEGITIMATE CONCERN. Will share this message over social network sites in order to spread awareness of the poor state of service from Samsung which has occupied my all home appliances and mobile handset so far.
Profusely frustrating service
Complaint comments  1 CommentShareTweet

Comments

Even after having written so much to the highest office of Samsung my case is still awaited. I was contacted by a representative yesterday and firstly informed of pseudo dent on the set. They rejected the claim of replacement on that ground. I strongly denied of the same and tgey sought for time till Monday to get back!!!
Extremely poor service Samsung!!! Writing to your CEO's office even could not settle the matter to customer satisfaction.
Totally disappointed...

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