[Resolved]  Samsung India — samsung galaxy s7 edge exploded in hand

Address:

560079

Samsung Galaxy S7 Edge exploded in my wife's hand on 11.Jun.2019 when she was in meeting and holding her mobile phone in her hand.

It caused serious burn on her thumb and back cover of mobile had exploded out exposing disintegrated battery and foil like substance.

As first step called up the samsung customer care and gave the details. complaint no : [protected].
Product S/N :RZ8HADN94HY
Model Samsung Galaxy S7 Edge

I got a call from Samsung product liability team and they arranged for pickup of the phone for analysis. It was picked up on 12.Jun.2019 and acknowledgement with Bill No : [protected] was given. I have also shared the images of exploded phone and injury details

I was informed that within 24 hours i would get the call from Samsung HO and my issue would be resolved.

I never got any call from the Samsung on 13.Jun and when I called up their customer care, they indicated that its been escalated and HO team will contact within one day. The same repeated again, no call from Samsung on 14th June also. In the evening when called up their customer care number and asked for status, they repeated the same that its been escalated and i would get the call from Samsung HO.

When I insisted on talking to floor manager to get clear commitment, they suddenly where able to talk with HO and very conveniently indicated its broken issue and does not come under product liability.

I realized that Samsung is wishing away this and doesn't want to own up to its product failure.

Its clear case of taking customer for ride. I purchased this Samsung Galaxy S7 Edge by trusting that its from Samsung and their product will have highest safety standard.

My wife escaped with burn on her thumb, what if she was talking on phone and it had exploded on face/ eyes burnt.

A genuine case of phone exploding has been wished away as broken issue by Samsung.

I have already written to service head of Samsung India and there is also no response from the organization.

My expectation is right resolution in terms of damages both physical, material and data.