[Resolved]  Samsung India — pending refund for 2 years

Address:

New Delhi, Delhi, 110062

I bought a samsung galaxy note 5, it developed some issues. Sent it to the service center on 16/09/2016.

They informed me the phone has water damage, it is not covered under warranty and the cost of repair will be 25, 000.

I accepted the charges and gave consent for repair.

On the 4th day, i went to the service center to take delivery, i was informed the phone wasn't repaired because parts are unavailable.

I kept enquiring every second or third day with the service center.

By mid october after being fed up, i escalated the matter to the head of the service center.

I was asked to deposit the bill of the phone and i will receive a refund of the bill amount, 59, 990 - 25, 000 = 34, 990.
They also told me it might take 15 days to a month as samsung head office has to give approval.

I kept following up, all they said is they are waiting for approval.

Around 20th december i was told, the refund was denied by samsung and subsequently they have made the parts available. I should pay 25, 000 and take the repaired phone.

I refused to do so on account of me buying a new phone on the basis of being offered a refund of almost 35, 000. Plus, it had already been 4 months, the phone was at the service center.

I got a called from a samsung customer service executive saying since the repair was pending for so long. I refused the offer, because of already having bought a phone on the basis of the refund. I insisted on the refund.

The executive informed me the refund approval was denied because i did not submit the phone box and accessories. I told him i was only asked to submit the bills and my bank details, nothing else.
I also sated i will only accept a refund and nothing else. I offered to deposit the original box and accessories, to which he shockley said not needed.
He told me the he will in three working days re process the refund process upon consulting with his seniors.

In january of 2017, i was traveling and was informed by my office that the samsung customer service executive had called the landline and said the refund was denied by seniors as the repair parts are available and instead of the refund samsung will waive off the 25, 000 and repair the phone for free.
I asked my office to refuse the offer and insist on a refund.
The next day my office received a call and was told the phone has be repaired for free, i need to collect the phone.
This was mid january 2017.

Since then me and my office have been trying to get the refund processed, samsung does not even respond to our email nor does customer care call us back.
Today is 18/08/2018.

The phone was submitted in the service center two years ago.