[Resolved]  Samsung India — Samsung a8 mobile phone - display issue-poor response from customer care

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600020

Hi team,

I bought samsung a8 mobile phone on mar of 2016 for rs 25, 300 in viveks, adyar. Suddenly on july my phone went blank display but i could here the message tone and nothing is shown in display. So i went to the customer care and i was informed, to check the issue they need to open the device and to open this device they may need to heat it in order the glu should melt only then the device can be opened and during this process if display breaks then i need to pay money to replace the display. Im surprised with this replay and i've asked them why i should pay as my mobile is still under warranty and its jus 4 months. They replied that this is the process and you have to bear the expenses, if you want you can speak to customer person and if they agree we can accept. Then i spoke to cust care and i was informed by customer person to go again to service center and call from there as they want to speak to them. So again i went to service center and called the cuscare but this i was informed that they will give a contact number of manager of valluvar kottam samsung service center and wanted me to speak to him. I asked them why i was not informed on my first call and asked me to come to service center unnecessarily which is waste of time. There was no proper response from them and they simply said we may need to speak to this number to get your problem solved. I tried many times to this number and there was no response complete ring goes and no one picks the phone. By that time i was there in valluvar kottam samsung service center. I check with the employee, is your manager available in ceneter and i was informed that he is not available and he went out. "the service center manager is not available in the office working hours to address the issue of the customer" i'm surprised why they have been paid if they are not available in working hours. Later i dint get any response from both the manager and also from the customer care person so again next day again i called the service center and i was informed to hand over my phone to samsung service center to check the issue only then if i submit the phone i will get the job code based on which they can escalate the issue. So again i travelled to service center and this is the 4th time i travelling to service center and surrendered the phone. There was no clear communication from customer care persons and they are ready to resolve the issue just wanted to say something and close the call. Which makes me irritating. This is not fare to keep the customer unnecessarily roaming and wasting their time by giving false reply. Now finally they are saying this could be impact damage and i need to pay for the display replacement fee which i non sense and there was not even a single scratch in my phone and it was used with more care.
For this the reason they were telling is you could have carried your phone in pocket so this will lead to impact damage. Im surprised with this response and i asked them why are you not highlighting this when you sell your phone. You don't keep sign board saying not to keep this phone in pocket and jus carry in hand. I'm totally dis satisfied and depressed with this worst customer service by samsung and need this issue to be solved and display has to be replaced through warranty claim.

Regards,
Vinoth. N
[protected]@gmail.com