[Resolved]  Samsung India — so saddened by samsung. I have no idea how to get my complaint in front of someone who matters.

Address:

110070

Dear Sir,

With all due respect, I like to bring to your notice.

so saddened by Samsung. I have no idea how to get my complaint in front of someone who matters.

Samsung is in the process of letting me down. Having been a long time customer and enjoying the many products over the years, I can say that with some clarity that I feel like I’m about to become one of those customers they let go and let down. While it’s true SAMSUNG has some hand in this, Samsung is the ultimate looser in this situation.

On 4th December 2016 on my birthday i purchased a Phone samsung S7 Edge to add ultimate experience of edge screen in a phone .
I HAVE PAID THE COST IN EMI FOR 12 MONTHS .

I’d been eyeing the curved phone for some time and having already owned three other Samsung PHONE’s was pretty confident this was what I wanted after several display demos. I purchased the phone from one of exclusive stores of delhi region ( DLF PROMENADE SAMSUNG STORE, VASANT KUNJ ) . I got the unit home and was very happy to use one of your's premium phone, interesting design and a cool interface. There is however some hanging issue, I noticed some irregularities then i visited the shop from where i purchase the product and he advised me to lessen the apps i was using on the phone. On 25 th april 2018 at night around 2AM, my phone got suddenly switch off and its was not opening after several try .

I visited the service center
A- 233, Block A, Near Crown Plaza, Okhla Industrial Area, Phase I, New Delhi, Delhi 110020

Support executive explained however that I was 4 months over the warranty timeline and its a motherboard issue and they need to replace which will cost around 15 K, they explained me the manufactures warranty on the phone .

I have used this phone very carefully there is not a single scratches on phone i have taken utmost care . I asked the executive how has the defect happened all of a sudden and what is the root cause of the problem ? He was clueless to explain and just said this is electronic product and it happens to some customers " so i guess i am in that list o[censored]nlucky customer to whom it has happen " .

My first contact was on the online live chat. Communicating with the rep, I explained the situation and together we did some troubleshooting.

I called the service center to know the status of my complaint raised dated 04.26.18 reference no - [protected] They explained that they needed this information before Samsung would even look at the issue… Wait so what were the online information and service ticket with pictures for? Yet another fumble on the part of Samsung.

After hanging up, not more than 15 minutes at service center at okhla phase 1, The service center is very far from my residence its approximately 20 km one side of travel . my complete day got ruined only because of this . I got the information from technician that the motherboard had got damaged and it will incur charges of app. 15 for repair as its not under warranty, the charges are very high and its difficult to afford then i called samsung service no to get my grievances solved but they are unable to help . I received a call from the contracted service center who wanted to confirm the request Samsung had just put in. This was the same rep I’d spoken to before so they were familiar with my complaint and issue. The technician could not and would not determine if the unit was defective. Well Samsung that punted ball is now WELL out of bounds… NO GOOD!

50k phone has a life of 1 year 4 months only and its confirmed if the warranty is expired over a year the phone will get damaged and customer need to pay the hefty charges and will loot the customer pocket .

You are failing me as a loyal customer. So now what? Do I live with this dissatisfaction? That is what it sounds like and if that’s true, your customer satisfaction promises are dishonest. Your tech support is basically saying my defect is acceptable and I’m being put through an unforgiving loop on a phone that is a little 1 year over 4 months old. There is an acceptable defect level???

So why am I so disappointed? I’ve had Samsung products since my first microwave back when the ad’s included the flexing arm pictures. I have or have had Galaxy phones, three other Samsung TV’s, sound systems, Laptops, multiple hard drives, cameras, Refrigerators, a washer and dryer and other Samsung products. I supported and influenced a change at my hospital to adopt Samsung Laptops and equipment in place of HP and dell products. More recently, I am in the market for a kitchen upgrade and was going to go Samsung since I believe in the products but this recent experience has seriously shaken my confidence. I’m a dedicated consumer who backs a product I believe in so I hope you understand this process is insulting to me as a customer. At this point I want my PHONE issue resolved .