[Resolved]  Samsung India — sub: service issue bill number: [protected]

Sub: service issue bill number: [protected]
This is to escalate the issues of process gap in your service operations leads to customer dissatisfaction.
I would like to share that i have samsung mobile devise galaxy on max purchased between september 21, 2017 and october 21, 2017 (It’s covered in never mind offer). The screen was accidentally broken and which was shown in the authorized service center - aadrika enterprised, geater noida on 24th feb 2018. I wanted to share issues and process gaps in your services which actually agitated me as i regarded samsung as one of the best companies in world. Please find the issues and process gap as below:
1. When i have shown my mobile the screen part was unavailable on 24th feb. So the device was not submitted. Issue of inventory was clearly a gap.
2. Also on 24th feb 2018 they told me that it will take 10 days to avail that offer as there is lengthy and bureaucratic process of approval where is there no tat. When i highlighted this issue the present service center supervisor - he communicated to me to deposit rs 4750 and get the screen repaired in 1 day and once approval will come they will return the money after deducting the rs 990 (Offer price for screen) which looked strange to me as i am sure that samsung has not laid that such process.
Issue: no tat for approval and service center has their own process defying the samsung policies.
3. On 27th feb 2018 i got a call to that screen is now available and i can deposit the devise for repairing. I could deposit the mobile on 28th feb 2018.
4. On 27th feb 2018, when i asked about time line there was no communication the service executive shared that once screen will be repaired then they will start the approval process and it will take 7 days to 10 days.
5. I tried calling the service center number which is[protected] on 1st march 2018 to confirm if they started the approval process. No one picked up the call after my repeated efforts at least 10 - times on the above service center number.
3. 2nd march 2018 was holiday therefore i called on 3rd march on the same number but there was no body was picking up the call. After frustration due to this non response that i called up call center number 180040-samsung. To my utter surprise even call center executive was clueless about approval process and time line and neither there was update on your crm about the same. Senior call center executive - mr. Robin committed me to escalate this issue to the service center and area service manager also. They assured me that i will be getting the update about resolution of this within 24 hours.
Issue and process gap: information gap even at your call centre and there is no sync between your crm and update about the approval process status.