Samsung India — Samsung defective mobile handset

kapilsharma07

from Gurgaon, Haryana

Address:

New Delhi, Delhi, 110059

Hi,

I was wrong to buy Samsung Galaxy S7 Edge and it’s customer care center is now harassing me and not giving information on the queries I raised in emails.

It started when I bought this mobile on April 3, 2016. It was all ok until April 28, 2016 when the handset got reboot automatically, it showed the screen with the text “Downloading, Do not switch off the target”. I visited the Samsung Service Center (HCL Services Ltd, C-5, New Krishna Park Adjoining, Janak Puri, New Delhi-110058) and they asked me to deposit it to the center which I did. They called me and told that motherboard needs to be replaced, I said it’s your choice, go ahead and do whatever it takes to make the handset new.

Then, I’ve sent multiple emails asking few queries (mentioned below). I got couple of calls but didn’t get my queries answered. This is a complete negligence by the Samsung Customer Care and Samsung Brand. This shows how serious they are with the customer queries. They only sell products but don’t give the service to the customers.

I have also sent another email to CEO’s desk, but got the reply with just one line that they will get back. Since then, I haven’t received any call or email with the clarifications I asked for.

Queries I raised in the emails:

1. How will you assure me that after repairing it, the mobile would still have all the features as is when I bought it?

2. Why the mobile is not being replaced because it stopped working in less than a month?

I’ve followed up with the customer care and attached is the email I got on Monday (May 2, 2016) and after that few technical folks called me. I asked them to assure me the same and reply back to my queries. However, they have never got back to me. I tried contacting them via live chat but with no hope.

I didn’t get my mobile back as of now. Also not even the reply on the follow-up emails I sent. Email reference ID: [protected] Please help and let me know what can be done.

Regards,
Kapil Sharma

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Comments

kapilsharma07

from Gurgaon, Haryana

Its been almost a day but I haven't received any call/reply/email by Samsung customer care. This shows how irresponsible they are and not serious on the services they are suppose to offer.

kapilsharma07

from Gurgaon, Haryana

Pradeep from Samsung customer care called me on Saturday (May 7, 2016) and ensured me that someone from head-office would call me on Monday (May 9, 2016) to resolve the issue however, I haven't received any call. This is how they give importance to their customer's concerns and complaints.

kapilsharma07

from Gurgaon, Haryana

1.
I've got a call on tuesday (May 10, 2016) by one of Samsung's representatives (Rohit) from their head-office. He again denied me giving in written that all features will be same as in new box-pack handset. Also he denied for replacing it.

2.
Got a call from Rohit again on Wednesday (May 11, 2016) and he told me that some senior engineer is performing water resistant test on my handset and once it is done, he would call me again in the evening.

It's been more than a day the test is being done. Not sure if it failed or passed. Also I asked Rohit that I don't mind accepting the repaired handset but Samsung needs to give me in written that my handset still has all features as in new box-pack handset.

Not s single word yet by Samsung !!!