[Resolved] Samsung India — samsung note 9 mobile | |||
I had sent email to service head of samsung regarding display issues. They are insisting that there is physical damage whereas the mobile is intact and no scratch is visible on the display glass. Seems there was a worksmanship issue which later caused the display crack when in use. My first email sent to service head is as following. Greetings from nauman khatib. Sir, I had purchased samsung note 9 on 08/01/2019. The phone was working nicely but three months back the display started flickering intermittently. Since me and my wife both are working, could not go to service center. About two months back, the display had a black spot on the left side of the screen and a horizontal line from the dot to right side and the display would not start easily. We tried going to service center but we had no idea of closing time in the evening and holiday and hence four visits to virar service center were invain. We ultimately visited again this saturday and met with the service head there. After showing the phone, they could not find any physical damage or a scratch on the glass or anywhere but they were insistent that it was a physical damage. I tried convincing them that the phone is not having any evidence of a fall or any sign that would prove pressure but they still would not listen. Sir, purchasing such an expensive phone and if issue with workmanship shows up or causes issues after some time, does that mean samsung would put all the blame on customer and would charge them. I expect that the company would either replace the phone or the display free of cost keeping in mind the brand image it has. Expecting a prompt reply and resolution to this matter. Sincerely Nauman khatib Was this information helpful? | |||
Jan 12, 2020 Complaint marked as Resolved Samsung India customer support has been notified about the posted complaint. Verified Support Dec 07, 2019 Samsung India Customer Care's response Dear Customer, Greetings from Samsung. With the reference of your feedback regarding Samsung product, we sincerely regret the inconvenience caused to you. We wish to inform you that your complaint is acknowledged and our customer service team would contact you shortly for providing resolution to your complaint. Thanking and assuring you our best services always. Best Regards, Samsung India Electronics Pvt Ltd | |||
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+91 89 3993 9899 [Customer Care]
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Dear Mr. Khatib,
Greetings!
This is in regards to the complaint of your Samsung Handset bearing model code SM-N960FZBDINS, serial number RZ8K92NS5KY.
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 in terms of quality and service of the products.
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. After an extensive research by our certified technical support engineer, we found that the product has developed a fault during its normal usage.
We understand that you expect a costless or discounted service for the product. The unit needs to be repaired to rectify the defect reported by yourself.
Keeping customer satisfaction in mind, we are offering a very cost effective repair for your product. The total repair cost for your product is Rs.17, 180/-.
Thus, to conclude, we would not be able to cater to your request for discounted / free of cost repair. Please confirm your decision so within 7 working days so that the necessary repair work can be carried out in your product
Nevertheless, we would like to take this opportunity to thank you for your feedback and to give us any other opportunity to serve you. Please confirm your decision so that the necessary repair work can be carried out in your product.
With Regard's
Rishiza Chaudhary
Sr. Executive, Customer Experience
Samsung India Electronic PVT LTD
Desk Phone:[protected] Extn 9672 (Mon - Fri, 9:00 AM - 06:00 PM)