[Resolved]  Samsung India — mobile phone repair - master care service center

Address:

Ajanta Square Mall, 2nd Floor, Market Rd, near Borivali Court, 400092

Hi team,

The purpose of this email is to bring to your notice an example of poor customer service handed down to me at the hands of master care services, borivali west.

I currently own a samsung s9+ purchased on 15th october 2019. I was facing an issue with the mobile charger where it would no longer fast charge my phone. I managed my way by slow charging the phone as i have been busy with an important project for my organization and haven’t had the time to visit any service center since the problem occurred. I have been so busy that i have literally had to be on the phone/email throughout the last few weekends with my colleagues down in sydney, australia who are working with me. Now i may not be a technical expert, however in my line of work we basically deal in selling mobile phones & mobile plans to an esteemed telecom client in australia and i am pretty well versed with some of the mobile device troubleshooting techniques. I did conduct an isolation test myself only to realize that the problem was with the usb cord that came with the fast charger. Again, as i said, i am not a technical expert so i will leave this judgement to your capable teams to diagnose what the root cause is.

Yesterday i. E. 08th feb’20, as the fast charger had become a huge problem by now i decided to walk into samsung’s authorized service center i. E. Master care services in borivali west. I stepped in at around 02:30pm and was quickly attended to by the front desk executive. She conducted an isolation test and figured that the issue was with the usb cord (Just like i did) and advised that this can get covered within warranty. I was told that this would take approx. 45 mins and i could pick up the charger the same day. I was also asked to surrender my mobile phone and was advised that they will have the charger port in the mobile phone checked. Now i was a little puzzled and unsure around why would they need my phone when the isolation test proved that the usb cord is faulty. However, i was told that they might as well get a quality check done to ensure there is nothing wrong with the charging port. While i was uncomfortable in handing over my phone (Along with my data in it), i thought to myself that is just 45 mins without the phone so that was okay and i could manage my life without a phone for 45 mins. Because i had time and the service center categorically advised that they would remain open until 8pm i decided to grab some lunch and then return.

When i returned between 03:45pm and 04:00pm (I am certain there is cctv footage to verify this), i was told that there was a power issue and there was no electricity. I asked if my issue was fixed and if i could get my charger and phone and i get told that yes it is fixed however they still need to run a quality check. I was then advised that i will get a call to come and pick up my phone and let me tell you, they had my number as well as an alternate number (My wife’s contact number to let me know what the update is). I gave them a chance again (Which is shouldn’t have and i now regret) thinking the service center closes at 8pm so i still had 4 hours where they would return my valuables back so i decide to come back home. Just so you know i live approx.. 5 kms away from this place. Just so you know that my service has been completed as per my samsung website but i have not been handed over the phone.

Until 7pm, i do not receive a call (Neither on my number nor on my wife’s number which was the alternate number provided), so i decide to drive down again to the service center and guess what, they have shut shop for the day and have left a message outside stating they will now open on monday afternoon (Attachment number 1 for your reference, i am not sure why there is an address of a store in kandivali. There was scope to provide some communication. I mean what does one make out of that notice?) i. E. On 10th feb and ‘any inconvenience caused is regretted’. No you are not regretful of the inconvenience caused to me because if you were you would have called to let me know that you are shutting shop and will not be able to give me my phone. Now below are my problems and i am not sure how you are going to help or address these:
1. Why was my phone asked to be surrendered when the isolation test proved that the problem was with the usb cord?
2. How can the service center keep my phone with them with all my data in it? Why isn’t this a privacy concern to your organization? Is there no guidance/process or governance on how to mange customer sensitive data in such situations? Why was i not given options to back up my phone etc.?
3. Why was i not provided with a loan/spare/supplementary phone?
4. Why was i not contacted to let me know that the i will not have my phone for 2 full days?
5. Who will compensate for my time spent on this?
6. I am using my wife’s personal mobile number (Just because this was the alternate number provided to the service center and i am hoping they call me soon) to ensure i am contactable which means she cannot attend her personal calls. I have had to answer all her personal calls and ask them to call her on her business number. Who is going to regret for this inconvenience?
7. Lastly, in this world of advanced technology i am using a nokia x2. Do you remember what that phone looks like? (Check attachment number 3 and you will feel sorry for me)

All of the above has been a terrible experience for me with the lapse in effective communication by the staff at master care services in borivali west.

Look, i have been an ardent samsung fan and a proud owner of samsung note 2, samsung c9 pro and now the samsung s9+ and i still love the brand. I am just absolutely appalled at this shoddy experience that i have been provided by master care services and i hope there is a process put in place or some kind of governance to ensure customers do not end up in a state like me. Let me be absolutely clear that i am not comfortable in paying the rs. 175/- labour charges due to the inconvenience caused to me. This is not about the money infact this is about the time i have spent in writing this complaint which wouldn’t have been the case had your staff communicated effectively to me.

Waiting in anticipation that this issue will be looked into at the earliest.

Service center receipt detail: (Attachment number 1 fyr)
Bill no: [protected]