Samsung India — Service delay for my mobile

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

Customer Name: Bilal Khan
Bill No:[protected]
Complaint No:[protected]
I am using Samsung Galaxy S6 edge plus(32GB, gold). i submitted my phone on 19th Jan 2017 and was committed to get my phone in 2-3 days but still after 5 days they want another 8 days.
Firstly they refused to accept that there is any problem in my phone. Then on insisting too much they checked and they found that my fast charging is not working, hanging and heating too much. Due to heating issues my cable of charger is burnt.
Then they told me to sit for 30 40 mins, as they'll open my phone to check the condition, but after 1 hour a representative comes and says that u leave and we'll update the status in 2 or 3 hours as we are unable to open the phone.
No one replied for 5 days and when I used to call them no one use to ansewr the phone of service centre. Today after calling call centre for 6th or 7th time, I managed to talk to the manager of Samsung service centre and she said ill get my phone once the part is received and that part is ordered she herself doecnt know what is the part required. But she says i should wait another 8 days.
I am fed up with this pathetic service. PLease give my phone in good condition in 2 days or refund my full cash.

So I submitted my phone (galaxy s6) to a service centre in Mumbai on[protected] with a battery drain issue. The issue started exactly after installing the latest security update so I assumed it to be a software thing. I was told that the team will revert back on the same day or during the first half of the next. But after receiving no calls, I called them. I was told that they performed a factory reset and are still diagnosing the issue. So I called them back after a few hours and they told that the battery had issue. I felt that I should personally check with them before committing to anything. When I visited the them back, my phone was exactly the same way as I had left it. To my surprise, the phone wasn't reset at all. It had all the files it previously had on it.
I should have taken my phone back from them right then, but I asked them to go ahead with the resolution. I was this time told to wait for 2 days. And lo and behold, I am still waiting. I've been given all possible excuses ranging from the company itself not having those parts and that the complaints have been cancelled for some godforsaken reasons.
If this is how Samsung services their so called 'flagship' models, I can't even imagine what the other people have to deal with.
Not sure if the customer care is terrible or just the service they can provide users.
1 star (can't give it any lower)
Dhaval mishra
Bill no: [protected]