[Resolved]  Samsung India — samsung not honoring in warranty repairs

Address:

Calicut, Kozhikode, Kerala, 673001

Hani
Regret having purchased samsung mobile a20
Contact number:[protected]
Email:[protected]@hotmail.com
10th december 2019
Samsung india
Samsung india electronics pvt. Ltd
Hi samsung india,
Sub: (Samsung not honoring in warranty repairs for a defective unit a20 smartphone which showed its true colours within 6 months o[censored]se and blaming it on customer for mishandling inside the pocket and demanding a ransom for repair)
Made a bad choice of buying a samsung a20 smartphone from a reputed brand with minor compromise on spec sheet hoping to last longer, when market out there had much better offerings for the same cost, now turning out to be an utter blunder.
This is a gentle reminder for people out there to not fall prey for mere brand name as the components these devices are made of are very fragile and can fail any time without reasoning. Big brands like samsung had built their business empire and guidelines to solely to suit them which you will understand from my story. Warranty is just a gimmick for samsung to sell off their stock and play business malpractices everywhere and money money everywhere. Dont care for consumer complaints any more. You will happen to see their real face when something goes wrong and you visit their service centre. They look at you like cash machines and demand whatever they feel like for repairs and give you back an activated bomb that can blow up any time.
Don't forget, samsung just had to call back a whole lot of samsung flagship samsung galaxy note 7 back in 2016 from all markets as it literally turned out to be a bomb, unsafe to be operated due to risk of explosion. So whatever justification you had about rigorous quality checks is just proven false by your own flagship and you are just mending your own ways to blame the customer.
Samsung as customers we also have rights and it can go extreme sometimes, as we are the one paying you and getting you richer.. So don't forget that. If you don't care about my hard earned money and shows no signs of responsibility to a defective product you sold me then i have to react.
I complained to samsung as my samsung a20 in its pristine state. Just decided to stop showing any display one fine day morning within its 6 months life. On taking it to the samsung authorised service centre. Service person and the call centre representative and the complaints resolution centre blamed me of keeping the phone inside my pocket and some pressure that may have come on the display made the display to die and not their quality standards and defective part that may have showed its true state. The device had not fallen on the ground or any moisture damage or any external wear and tear they could detect. They decided that they have a money making option and belittle me and talk over me and not listen to a word i was saying. Demanding money for their defective display repair under warranty that unfortunately landed on me. When i wrote to samsung that if they don't repair as they are meant to then i will have to take it further. They replied as below.
Reply from samsung : ”this is in regards to the complaint of your samsung bearing model serial rz8m4140vkj
It is our best endeavor to provide you with impeccable product experience at samsung. Our products pass through rigorous quality checks which are globally recognized; therefore, samsung products stand out as best as compared to other products in the same category.
Having said that, we always believe that our customers are the best judge and may help with improving our products. Therefore, we take every feedback with an assurance of improvement with every passing day.
The feedback shared by you regarding the product quality is appreciated. We would like to mention that samsung provides a free of cost repair during the warranty period to ensure equated performance of your product. This warranty is considered void if the product is tampered within the warranty period or due to improper usage.
This is in line with the terms and conditions mentioned in our warranty card provided with every product at the time of sale.in this case, the consumer has to bear the expenses of the repair as once the product is tampered with, samsung can not assure the equated performance of the same product.
Therefore, we request you to bare with our efforts to serve you better by allowing us to repair your unit on a chargeable basis. As such the total cost of repair would be rs.3931.97
In conclusion, based on our discussion, we would not be able to cater your request free of cost repair of your product.
Hence keeping customer satisfaction as a goodwill gesture proposed 20% discount on repair estimate with a better quality repair.
Please confirm your decision to avail this offer in 7days from the date of mail.
Rest assured that we are taking all possible measures to ensure resolution in the shortest possible time to your utmost satisfaction.
We value your relationship with samsung and assure you of our best services, always.
Sincerely,
Asha lalukumar & chitra muralidharan
Sr. Executive, customer experience
Samsung india electronics pvt. Ltd
Desk phone.[protected]extn..-1632
Email. Id:asha. [protected]@partner. Samsung.com
Desk phone:[protected] extn:1643
Email id : chitra. [protected]@partner. Samsung.com
[monday - saturday, 09:00am -06:00pm]”

So before raising a consumer rights action against them i had shown my protest at their service centre, at their call centre and via email and calls to their top tier team called some resolution team. I have not threatened them or anything just showed my concern on blaming me guilty of mishandeling the device inside pocket. We all know we boys keep phones in the pocket. And this is the first time i am hearing that we cannot keep the phone in pocket and their warranty guidelines dont state that you need to carry the phone on your head in some soft cotton case. Look at the way they have written the email blaming me and demanding money from me when the phone had not had no signs of mishandeling.
When i asked them to show the point where they see a damage that i possibly could have made. They are out of answers and considers the technicians words as god's words and would not entertain any input from the end user. These people should be fired and fined for misrepresenting company policy to make personal profits at customers cost and no sensible reasoning why they should decline me service free of cost.
I would like to expose this and get my device repaired free of cost and an apology from samsung and a compensation for what they had done to me and wasting my time and others time as this has been going on for almost a month. I had not the time for this but they seem to be very demanding and get on my nerves instead of admitting their mistake and repairing my device and returning. Below attached is a copy of the job card and device.
Your name
Hani
Contact number:[protected]
Email:[protected]@hotmail.com
Previous ticket numbers from samsung for the same:[protected]