Samsung India — Samsung customer service executive taking their customers for a ride

Address:

Mumbai City, Maharashtra, 400057

I was a samsung loyalist untill I experienced their services. I had an issue with my phone Galaxy Note 5 - the screen was damaged so I went to service centre on 2nd November to give my phone for repair. They seemed to be a good team. They heard me and then took the phone from me and told me that the total cost for the new screen will be 13000 for which I agreed. Since their card machine was not working I had to pay some cash as advance. They made the job sheet for the same and the female on the desk told me that within a week we will let you know the status of your repairs. She even specified that the parts are not available at the moment and if so then we will deduct the screen amount and refund you the rest of the phone amount. After a week I get a call that the parts are not available and we will deduct 45 percent of the phone cost and return you the rest of the amount. On 10th of November I got a message from Samsung that the repair of your Samsung product has been completed and it's ready for immediate collection. Next day I get a call from Ahmed of the service center stating that the parts are not available so what do you want to do. I was shocked coz two different communication for the same piece and from the same company. I asked him what was theconfusion why two different message?? He said his system shows the same. He said he will check and get back. He aslo mentioned the refund amount that I will get will be the price of the phone minus 50 percent minus the cost of the screen. I said that I will come to the service center and speak as I was working and could not come to the service center now. Then next I again got a call from Ahmed saying that your mobile is ready for collection please come and collect it, I said it's not possible now I will come on Saturday and speak to you'll. So he said that I will close the case for now and reopen it when you come next. On the following Saturday I went to the gallery, while speaking the lady on the counter she told me that the parts are not available and that we can't do much about it. Again same thing.. I have no idea is my phone repaired or not? I asked her for a solution and then she said that just give me a moment I will speak to my engineer and get back. When she came back she told me that 60 percent of the amount will be deducted minus the screen charges and the balance amount you will get. I told her that my phone warranty has just expired and it's just 6 days above that. She is like we do not consider even one day above warranty period and we will not be able to do much about it from our end you will have to speak to customer service and they will try to resolve your issue. So on 16th November I called Samsung customer service and told them my issue and they said that your call has been escalated and they will call you soon. I waited for about 10 days for them to call me but no reply from their end. On 29th November I called them again and they said the service center has asked for your warranty documents which you haven't submitted so I said I haven't got any such call or message, then they were like your phone is repaired and is ready for collection. They did not know what the whole issue was they just kept on making stories and I was on hold for about 40 minutes just to transfer the call from the service team to the escalation team. Pooja from the escalation department came online finally and says that mam your note 4 is under repairs she did not even know which phone I owned, she spoke to me about my issues and promised me that by day end we will resolve your issue and we will call you back for the same. There was no call. On 30th November I called them again and was on hold for 20 minutes and in the end the executive tells me that she is on leave today. On 1st December the same story was repeated that your call is on priority and they will call you as soon as possible...

So much for the love of their costumers #samsungindia .. never again