[Resolved] Samsung India — warranty repairs denied citing reasons which are beyond control of customer.

PRAVEEN KUMAR JAIN

from Pune, Maharashtra

Address:

Gautam Buddh Nagar, Uttar Pradesh, 201301

Samsung India Complaint Status Update (ID: 2076455)

Samsung Galaxy J7 Prime - Under Warranty (Model Code SM-G610FZKDINS / Serial No. [protected])

Sir,
This is regarding my Samsung GALAXY J7 Prime (Model Code SM-G610FZKDINS /Serial No.[protected]) which is under Warranty.
I would like to bring to your kind notice the issue of DENIAL OF WARRANTY REPAIRS CITING REASONS WHICH ARE NON ACCEPTABLE AND BEYOND CONTROL OF CUSTOMER.
For about last 15 days it is observed that above Mobile is not regularly charging and getting intermittently charged and getting heated up. Sometimes it is getting charged and sometimes message coming charging paused due to overheating.
I visited Samsung Service centre D-1 Sector 3 Noida on 13.09.2018 and was really disappointed the way reasons were given to deny services under warranty. My submission regarding my visit to service centre is:
1. I was asked to move at Service counter No. 10 where I informed the above problem. Before opening the mobile set I was informed that mother board may have to be changed. The Engineer opened few screws and then went inside along with the set. Set was not opened in front of me and was opened inside. I was told moisture has gone inside and Rs.7000/= estimate was given for replacing mother Board. It is my observation that the problem was prejudged and informed before opening. Set was taken inside and not opened in front of me. Open set was brought from inside (can be verified from the recordings if available). After opening, I was told moisture is there near the charging plug.
2. It is my humble submission that Phone has not come at all in contact with water. I was told moisture is there near the charging point inside the mobile. I suspect there could be possibility of absorption of humid air from opening of the charging point since there was high humidity in recent months. The phone is otherwise sealed and there is no possibility of entering moisture.
3. I am not justifying my point but requesting to kindly investigate the matter of POSSIBLE ABSORPTION OF HUMID AIR FROM THE CHARGING PLUG DUE TO HIGH HUMIDITY EVEN IN THE CLOSED ENVIRONMENT.THIS IS POSSIBLE DUE TO TEMPERATURE DIFFERENCE. Customer has also to be believed and I am stressing upon when I am sure.
4. Had the instrument wrongly handled the mobile would have stopped immediately and the moisture should have been there everywhere inside and not only near the charging point only.
5. I would like to add that I am a regular and loyal customer of SAMSUNG for many years and there are 4 Samsung phones which I and my family are using. This incident, of denial of service repairs under warranty has shaken my trust and loyalty towards the brand. How we are at the mercy of a Service Engineer who can deny any Customer its GENUINE WARRANTY RIGHTS even though he is not at fault.
I am astonished how the things could be handled and manipulated under warranty so as to deny the customer of Warranty benefits. You may kindly verify these facts so as not to deny me my genuine service warranty rights . After verification and investigation of the facts and if you are convinced with my above words, it is my submission that my mobile be got repaired without any cost since it is under warranty and there is no negligence and mishandling at my end and the factors could be beyond any customers control.
Looking forward for a positive response for addressing my above complaint at the earliest..

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Nov 1, 2018

Complaint marked as Resolved

Samsung India customer support has been notified about the posted complaint.

Sep 26, 2018

Updated by PRAVEEN KUMAR JAIN It is regretted that SAMSUNG could not go into the issues and concerned raised by me and could not provide any rationale solution.
There is no satisfactory solution provided during the discussion. It is understood that even in warranty Samsung is expecting its customer to bear high repair costs even though customer is not at fault. I was offered a discount of 25 % rebate in repair cost. Samsung has not provided satisfactory solution to its customer and expects to bear 75 % of repair cost even in warranty. I had raised the level for investigation but I am sorry customers voice is not believed and satisfactory resolution to my complaint has not been provided. It is a matter of trust only and now how can we trust Samsung and it's warranty. Any way it is how customer is trusted in warranty. No issue. A dissatisfied customer may not be your future customer. I regret to engage for last more than 10 days without satisfactory solution.
At this point and without finding any satisfactory solution and SAMSUNG not honouring its warranty liabilities I have just following to add :
1. SAMSUNG ought to honour its warranty liabilities.
2. We are in a competitive environment and Customer voice must be heard.
3. There is no point even in raising the level for complaints and same repetitive and non-satisfactory replies are given.
4. SAMSUNG ought to provide cheaper repair solutions. Think of providing repair at component level.
5. Just remember a satisfied customer is your advertiser and can go a long way in promoting the brand.
6. I regret for engaging for last more than 10 days without finding any solution and non-redressal of my complaint suitably.

Verified Support

Sep 27, 2018

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

Sep 27, 2018

Updated by PRAVEEN KUMAR JAIN It is regretted that SAMSUNG is not honouring warranty and EXPECTING CUSTOMER TO BEAR HIGH REPAIR COST EVEN IN WARRANTY. I had lodged my complaint to Samsung and engaged with them for past 15 days without satisfactory solution. After exhausting various complaint redressal mechanism and failing any positive response from SAMSUNG, I had approached consumer helpline. SAMSUNG STANDS STILL SAME. Received a phone call from SAMSUNG asking to bear 75 % repair costs even though customer is not at fault. I am still offered a discount of 25 % rebate in repair cost. Samsung has not provided satisfactory solution to its customer and expects to bear 75 % of repair cost even in warranty. CONSUMER VOICE NEED TO BE HEARD.