[Resolved]  Samsung India — regarding samsung service and engineers to not understand the issue and even not able to explain the exactly issue

Address:	New Delhi, Delhi, 110042
Website:	shop.samsung.com/in/galaxy-note8.html

Dear samsung mobile team

I have used samsung all note series and 1 "s" series when i heard note 7 not launching in india (I was pre-booked the note7) then i bought s7 edge in 2016. Behalf of note7

But last year i bought note 8 on 12/10/2017.
Invoice no. Noirig[protected]

Sir, i belong to middle class family and it is my dream to owe most handsome mobile phone like samsung note 8 but some staffs not only ruining my dream but also the goodwill of samsung which has been build by whom who devoted their each and every minute to samsung like you. Please save both o[censored]s.

Everything was working no issue i face before the date of 23 march 2018.
But after this repair my repair class start i m still going around service centre to home to office to service centre regarding my issue.

I have very long concern please help me and get me out of here. I am frustrated.

13th march 2018 i was on bike talking with someone call when i was crossing some high speed breaker my device fall down and back glass shattered on the spot.

16th march i visit 1st time samsung service centre (Hcl service centre prime mall irla mumbai) with my note 8. I meet with f2f engineer mr. Umesh. Glass was damaged i got new screen and back glass. Display was under (One time replacement). I paid only rs.4331 at service centre i got my device on same day. I was facing another issue before also but my priority was screen and back glass i discussed about my 2nd issue (Fast charging not working) with umesh sir, he said abhi screen replace kara lo next time ye issue thik kar dengay. I said ok and i came back at my office after repair and quality test.

After few days i visit again (Hcl service centre prime mall irla mumbai) on 23 march 2018 for 2nd issue (Fast charging not working) umesh sir take my device and after few minute after diagnose device he said issue has in power charging board it is in under warranty he replaced power charging board got replaced pcb and got new charging cable also. One same day.. I came back to my office in andheri west.

After 1 week i came delhi only for 10 days on 6th april 2018. My sister saw my mumbai swimming photos she want to go swimming pool for kids and we planned and booked ticket of metro walk adventure island (Opposite rithala metro station, sector-10, rohini, new delhi, delhi 110085). We arrived on 10 april 2018. We actually visit here for kid’s entertainment and enjoyment. There is a small water pool for kids. Pool known as (Splash pool) depth is 1.25 feet. I spend approx. 20 to 25 min in pool with kid and my sister was taking photos (Note8) from the out-side pool. When kids was enjoying they are splashing water all around and some water splash came towards the note 8 and get wet with some water. I was not noticed that and don’t mind about the water because samsung said and mention on their sites and manual book is samsung s7 s7 edge, note 8, s8, s8 plus, s9 s9plus are ip68 certified and its submersed in water in depth of 1.5 meter for 30 minutes.in fresh water. But still i am facing issue is my note 8 was turned off when i was try to check notification or call msg. I call samsung care they advised me to try pick up service. But i was came delhi for only 10 days. My return ticket was 13th april 2018 booked for mumbai. Then customer care said then submit your device at mumbai service center. I visit (Hcl service centre prime mall irla mumbai) on 16th april 2018 i handover my device to f2f engineer umesh. After diagnosing device he said water found in device. I told him when recently i was in delhi i was with kids in pool and my sister was taking photos with my note 8 and some water splash spill on the phone. After some hours when i was checking for phone notification i saw my phone was off. When i flip back i saw water on camera glass it was like foggy. I put my phone in bag and when i came home i put my note 8 in between rice for almost 48hours approx... He said ok mai dikha leta hu engineer se kya dikkat hai phone mai kaise paani gaya and all. Then he submit my note 8 based on defect description: on/off key not working bill no. [protected]. Then he said it will not covered in warranty. Because of water damaged. Then i was really shocked why?? How?? Water can get inside when it is ip68. How it can damaged with only splash water. Even i have never dropped my phone mostly i don’t use case on my note 8. And when i was came to service centre my note 8 not have any single scratch on the glass or side frame. Then umesh sir said talk to customer care. I came back to my office.. I called samsung care and told him about the incident complaint raised against the service and quality. After 2 – 3 days my case was escalated with upper department. I got call from jyotika from samsung head office. She ask about the problem and said we found water inside your phone and this is will not covered in warranty and the estimate cost of repair the device is i was very disappointed with the last service that’s y this is happened.. And my demand was to get new device or refund because after repair this happened to me. Before that i have never faced issue like that. And there is something wrong with service repair and the quality test during the service i think service and quality test is not done well. That’s y i faced such issue with the device. Jyotika mam said we have discussed your concern with our team and we decided to give you free of cost repair. From our samsung service centre. I said sorry mam what if i faces such issue in future jyotika mam said sir don’t worry we will do best service and quality test. I said no mam plz refund i don’t want take risk again in future i don’t have that much time for visiting service centre again and again. Then i agreed for jyotika mam’s offer of repair free of cost. She said visit at service center when i visit umesh sir ne kaha hame approval mila hai aap k device ko free of cost repair karne ka. But abhi hamare pass parts available ni hai parts aate hi aap ko call kar diya jayega or aap humko call kar k status pata kar lena. After 1 week parts arrived. Parts is motherboard and battery. I called service centre and ask how much time will take of repairing process. Sir said within 30 min your phone will repair. I arrived on 30 april 2018 (Hcl service centre prime mall irla mumbai) service after call around 4pm. I saw new motherboard and battery new and sealed pack. They start the repairing process after that they take almost 2 hours of repairing time. At service centre. I was frustrate because they said it will repair within 30 min. I came service centre from the office for 1 hours but they take 2 hours.

I am really very disappoint with the samsung service. After repair they shown me ip68 test it was pass. And i got note 8 on same day.in the evening around 6 to 7pm. And i came back to my office in andheri west.

On 1st may 2018. I visit the resort after long time it was my 2nd visit here. I was here with my family. I was already prepared with waterproof case for my note 8 because i am near the pool and last incident was horrible with the samsung service centre. It is running in my mind always and have full of doubts all the time and lost my trust from samsung service centre and their work process. I decided not use my phone in water without waterproofing cover. There is two pool one is for kids and 2nd is for adult 1st i go with kids pool because we are with 2 kid and 1st i took some kids photo without case and when we decided to go in my age group and height swimming pool i put my note 8 in waterproofing case and jump in the pool with my note 8. We spend approx. 2 to 3 hours in pool. We took approx. 600+ photos and 10+ videos still have on my google drive (Cloud storage). Till to 15 may evening before the dinner phone is working no issue at all, but on the same day approx. 10pm i was dinner on dining table a glass of water spill on table by mistake my note 8 was also get wet and stop my dinner and pick up my device note 8 from the table and clean it with towel clean ports as well and always i do whenever my phone get wet. I thought it will be normal after cleaning it. After some few minutes i saw water drop and moisture inside the heart rate sensor glass. I quickly backup my phone and call the samsung service centre and told her about the incidents. I ask about jyotika mam because she said whenever u have issue call me on my number but i can’t able to call whenever i try to call because i don’t know her extension number so unable to call but i mail on her mail id jyotika. [protected]@partner. Samsung.com i mail her on 15 may 2018, 23:53 and i wrote -

To

Jyotika. [protected]@partner. Samsung.com

Hi mam

I am facing the same issue with the note 8.. Phone was on the table and a glass of water spill on the table by mistake. Phone get wet.. Phone is still working but i can see water drop in my phone near heart rate sensor and the led camera flash light.

So can u explain wht is the issue with it and why happning again and again. This is 2nd time same issue with the note 8. Where is the hole in note 8. How water enter inside the phone. Even phone was not deep into swimming pool or near any pressure waterflow.

This is enough mam i cant handle this note 8 phone. I don't know why samsung say its water resistant phone. Work in water up to 1.5 meter under water up-to 30min. But phone was on the table and water level was just 1.5mm not meter.

That's why i was demanding for brand new note 8. I knew it will definitely happen again. And this month i was not put my note 8 into swimming pool just because of insecurity i was still not happy with the service and your team deccision.. Mam your policy and ur service is in ur hand everything is in ur hand. And we customers buy your high-end flagship phone and pay huge amount for it i pay 67, 900 for note 8 on 21 oct 2017 this was pre-book.

Mam now m really frustrated with my decision of to buy note 8. Totally waste of money and time.

Thank you for your recent support im not requesting you to please provide new device or free of cost repair. I value my time and money which is i think waste spending on samsung device's

I will submit my device at noida hcl samsung service center.

And

If your team decide to give new device. Call me or mail me.

If i feel not happy with the service. I will go to the court and take legal action against the service and quality.

Thank you

Location - delhi

Mob –[protected]

Till now i haven't recived any call or mail from her and last case was still open but she not tried to call and understand whats the issue. L

I call again service centre and i thought let’s take pickup service by samsung pic up service assigned for 16th but i was busy on that day and during the busy day i was not using my note 8 because it was in between rice. It’s because if moisture is in it still present it will go away but it’s not easy so i put it in rice for approx. 28 hours and i was using my sister samsung j7 prime. My sister j7 prime display was shattered. On 17th may 2018 i visit (Samsung service centre ace lingua solutions b-37, ground floor, new multan nagar, delhi – 110056) at approx. 5 to 6 pm, 1st i gave my sister’s mobile for repair on counter no. 3 i think. Then i handover my device to pankaj bhardwaj (Pick up guy from samsung) him water drop and picture even i tell everything that happened on 15th may 2018. But they said it working well no issue in it. So i said then why i m facing such issue again and again after repair no buddy is taking serious of this issue. He was submitting the device and listening as well when i was keep telling my issue he was readying job sheet and job sheet bill number : [protected] request date 17/05/2018 time 17/12/56 (5:12pm). When my sister mobile repaired was done and after payment done. I came back to pankaj bhardwaj i ask to pankaj bhardwaj for loaner device when he was summiting my device for finding issue. Also was getting s6 for loaner device behalf of note 8, everything was done paper works, signature and also mentioned the issue in job sheet defect description column : power key not working, network issue, camera fluctuation, power on and off automatically, they are just going to submit my device but i ask for ip68 test in front me because i wanted to know. Is that still water resistant after water logging, which is happen on 15th may 2018, he said ok we will test ip68 and let u know in 15 min i said can i see how u test the device, he said sir in engineer room no buddy is allow, and i wait outside for the result, they click the photo of test pass and gave me a print of it, and said sir look your device pass the ip68 test so your device is ok no issue in it, i said again that if i am facing issue again and again. Before too late i still want to submit my device and under your observation so that if issue accord u will know what i mean to say, but he refused to submit my device and said to go home come if any issue happen again, but i did not go before the water test in front of the pankaj bhardwaj because he is samsung employ. I test my note 8 in filtered water in which is fresh water like samsung said before that ip68 only in fresh water so i carry on testing the device like, just move the water tap handle slowly and water drip on the middle of screen glass just to wet properly. After doing this he said look still working come if again its happen but how to explain i am tired to explain whenever my note 8 damaged it’s not on the spot stop the working. Its take some time like half hours or 1 hours to appear moisture in phone. So it’s hard to prove that i am getting the same issue again and again, i return the loaner device, jab sheet paper all cancelled, in the end said come if happen again l

I left the service centre i was on my way to go home, in middle of the way i try to call home but my phone network was fluctuating and unable to take or receive any call, in the end i called at home by sister mobile, and i came back to my home i and pug my note 8 on charger after 30 min i saw my note 8 showing moisture notification i plugged out my phone and waiting for moisture disappear. After waiting 3 hours still moisture notification was showing i tried to restart my device but power key stop working and even i was unable to power off by holding power key for long time, it doesn’t work, so i decided to call pankaj bhardwaj and tell him about it he said come tomorrow i will check it. After that i saw camera is not working primary camera was fluctuating like tube light and the secondary camera live focus mode is working and blurry. But primary was looks worst. The i decide to put it in rice for 28 hours. And i was not able to go on 16th may because i was busy with my client meeting, thats why was visit on 17th may 2018 and on 18th may 2018 i visit again with the issue, on counter no. 2 he diagnosed my device when i tell him all my issue that i am facing since the 1st repair.. The f2f engineer was taking it lightly and said against me that your device is misused and but i never visit at any swimming pool before the 15th may 2018 and when is incident happen i was dinner and the time was 10:00 to 10:15 approx. I live in delhi shahbad dulatpur village delhi 110042 here is no swimming pool near this area. So how can water go inside the phone and if water is still in it then how samsung galaxy must v2.6 software pass the water resistant test again and again when its effected by water in side and foggy back glass still visible.

When i submit device on 18th may 2018, i share my bill number: [protected] request date 17/05/2018 time 17/12/56 with the samsung care and he escalated the issue with the senior team. And i don’t know what service engineer hakim mobile number: [protected] share the details with sandeep head office team. I got call from sandeep samsung head office team, on 21 may 2018 he said sorry for inconvenience, but sir i am checking your repair history that your phone was broken and after that u repair device in never mind offer and pay 990, and after that you repaired your handset and problem was on/off power key not working and you escalate the issue with samsung and samsung replace motherboard and battery free of cost, yes its right, and recently on 2 may 2018 u repair your device now what issue you are facing again? I said sir i got my device on 30 april 2018 not on 2 may 2018. After receiving my note 8 on 30 april 2018 i visit the resort on 1 may 2018 and use my waterproof case for better protection for my note 8. And then i came to delhi home on 5 may 2018, then i tell him all incident happen on 15th may 2018, i share the service centre experience. He still taking my issue lightly. Whereas its customer rights if customers said i am facing issue and he service centre cant deny to submit and for taking under observation the device, and when the ip68 test pass again and again after repair then how water go inside it only if splash drop on phone, and if water found in device then when test the water resistant test again then how test can pass again and again. This is my question, this is happen from the 16th april to 15th may again and again after quality test and i have complaint many times against the service regarding. But samsung company not accepting this issue and i when i demand for refund he said cant refund any amount but when i can’t get service the why not company provide the refund, the engineers failed to find out the main issue than normal customers where go for solution, satisfaction and for the transparency work.

On 30 april 2018. I agree that samsung provide free of cost service after water test but this was not the end user solution. I got water inside within a month when water was spill on the table.
I am getting issue from service engineer who can’t find out the issue happen again and again.

Question 1. How samsung galaxy must application v2.6: pass the note 8 water test whenever test the device, after repair, after found water in device how the software test the pass. Before and after water logging?
Video link https://photos.app.goo.gl/jE6VLBUgi2rbsng93

Question 2. Is samsung can deny to submit device after requested and showing problem by customer. If no! Then why ace lingua service centre denied to submit my device under observation?

Question 3. Then why customers don’t have rights to get refund or replacement device. After facings so much issue from the service?

I am waiting for the answers because it’s my right.

Thank you
Name: dharmender pandit
Handset model: sm-n950fzkdins
Serial no. Rz8j92zv6tf
Bill number: [protected]