[Resolved]  Samsung India — samsung s8

Address:

600018

Dear sir,

I have being using samsung galaxy s6 edge for close to 2 years now i never had a problem until the recent past. On the 9th of august i got an update from samsung (The ota update) which i do as it is provided by you and i do it for safety, security and phone enhancement. However this time i don't know whether to call it my luck or not things did not turn out to be as the way it should. After the update my sim card was not getting detected immediately, assuming that it would be an issue with my sim card as it was old i chose to try a different sim card and i was facing the same issue while my sim card was working perfectly well on other phones. I wanted to bring it in to a service center however i was not finding the right time and later i figured out that my imei number had gone blank and so has my baseband version. Assuming that it would be a software problem i contact your chat support to figure out if i could solve the problem without visiting a service center. The first person i spoke to was garima tondon, she asked me to check the phone in safe mode and if i had the same problem do a complete reset of the phone i tired to explain her that a reset would not downgrade the software update but she insisted hence i performed it. This did not solve my problem so i had to contact again and i got in touch with waseem who asked me to get in to recovery mode and do a reset from there. I did what he said and the result was again negative as expected. Finally i got some free time i called customer care and got in touch with ram (Case id-[protected]). Who took remote of my phone as i was able to connect to wifi. He checked my phone and indicated that i will have to take it to a service center as the software update has caused an issue. I asked him would i be charged for this if so what are the rates he said he was not sure about the pricing but i would be charged as i was out of warranty. I told him that i agree that i am out of warranty but this update was provided by samsung and it should not have caused this issue so how am i liable to pay for an issue created by samsung. He mentioned that he will arrange a call back from his supervisor. I agreed to it and waited for the call however there was not response or no one called me back finally i called up again and spoke to some one i don't quiet remember the name (Case id-[protected]) took the address of the nearest service center. The following day i visited the service center gave the phone to them they took it inside after about 30 mins came back and told me that they will have to change the motherboard as it has gone bad and now the phone wont even start. Then i was told that i would have to pay 15000inr to get it fixed. I was shocked. I asked him the same question this was an update from samsung i did not ask for this, i was told update is important and if something goes wrong only your data will be affected. He informed me there is nothing he can do he gave me a bill number and asked me to contact customer care for getting this fixed for free as only they can authorize it (Bill no. [protected]). I called up the customer care a number of time to get in touch with a supervisor or team leader to get this issue resolved. Finally i spoke to jai who claimed to be a supervisor this was on the 11th of october. I explained him everything he finally said that he would have this cleared and he would sent out an email for foc on this case. I asked him for direct line number or an email or something so that i can get in touch with him incase i needed help or if there is any other issue related to this. He said it is against the policy to give any such information to customers. 3 days latter i called up the service center to find the status where i was informed that there is no email that they have received for foc and hence they cannot do anything about this. Since then i am again on calls with your customer care trying to get in touch with jai or any other supervisor who could help me in this regard. Its been over 2 and a half months am trying get this fixed. Still with no help and clueless, spending about half a lakh for a phone trusting the brand that you are and now stuck.

I also received and email from the below person telling me that he has tried to contact me which is a big lie he never did and the number he gave to contact back the extension is incorrect. The person does not even responds to email

Anshuman. [protected]@partner. Samsung.com
Anshuman srivastava
Senior executive, customer experience
Samsung india electronics pvt. Ltd.
Desk phone:[protected], ext-9654 (Mon-sat, 11am-08pm)

I would appreciate if your team could help me with my issue am done trying to contact your support for help. It has been a very difficult process of getting help from samsung support teams.