| Address: | Hyderabad, Andhra Pradesh, 500053 |
| Website: | www.samsung.com/in/info/contactus/# |
Date : 24 dec'16 - bought a new galaxy s7 edge
Date : 25 dec'16 - screen got damaged
Date : 26 dec'16 - visited the service centre (Sri communication)
Address : 20-5-47, 1st fkoor, shahali banda, old city, hyderabad 500012.
Instance 1 :
As soon as i show my phone a personnel named "verma" says its gone you need to spend around 18k.. I've explained him that i visited the store knowing that its (Screen is damaged) but its not gone and came to get it replaced under the 1 time screen replacement offer which is part of my buying offer, he immediately rejected this and said nothing of that sort of offer is there and din't even bother to check this on your system at-least!!! An another personnel took 10 minutes verified and then confirmed that yes the offer is available and applicable...
My feedback on this : never scare a customer without hearing out their concern completely and validate it first, reassure and resolve to the best... And mr. Verma needs to talk like a human to a human rather than a robot or thinking that he is the king of the world..
Instance 2: i was given an acknowledgement receipt which a contact number on it to check the status : 91-[protected] and was told that it will be fixed and returned to me within 5 business days.
On 29th dec i called to checked he status and after around 20 attempts a lady answered the call and told that this number is not for checking the status and not to call it again (In a very rude tone and provided another number) this happened twice, before i confirmed that this contact for status number is on the receipt she hung up on my face twice...
Instance 3 : i called to complain about the above behavior to your customer care [protected], my called reached chennai, a representative name obili answered the call took the compliant and i wanted to check the status of my device repair and he told that at around 16:30 dated 30th dec the query is approved and the part will be sent to head office in 24-48 hours and my device should be fixed then - he lied about this and mislead me (Ref case # [protected]), i called the service center today 31 dec'16 to find out the status and they told me its not yet approved and have to wait... (By now the tat time to return the device - 5 business days is over), i called you customer care again and spoke to vijaya lakshmi (Call routed to chennai again) she informed, that the issue is not yet approved and obili has given me false information and lied to me, (I have asked her to update the same notes on the case # i provided in your ticketing tool sap), i wanted to speak to a manager and she said the call cannot be transferred live and will be arranging a callback in next 4 hours... And i am waiting now.
And then i got a phone call from samsung email support that my issue is escalated and nothing happened till now.
I took it social media on samsung fb page they said that issue os addressed and i need to be patient.
Today i wrote to samsung ceo's office and waiting for a response.
Initially i was told that i will be getting my device back in 5 days its been 8 working days and nothing moved at all...
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