[Resolved]  Samsung India — wastage of time due to dissatisfactory service and unprofessional attitude by samsung service/ support center in kolkata

Address:

Kolkata, West Bengal, 700091

My grievances are primarily due the following facts, further I have described the matter in details below.

a) Unprofessional service delivery and lack of commitment from Samsung mobile support center at PSIXL Building Kolkata.
b) Wastage of my time out of day to day professional activities and mental agony due to the same.

This is regarding a free mobile screen replacement under Rs 1999 offer provided by samsung India for my s9 mobile phone. I have procured the mobile phone during this offer period from Reliance Kolkata on 14/June 2018.

During 17th of September, I contacted Samsung Customer service center at Chinar Park Kolkata (PSIXL BUILDING, Atghara, Newtown, Kolkata, West Bengal 700136), where I reported a problem of broken screen and subsequently as advised by Samsung service center, I visited them during 17th of September 2018. It was verified and acknowledged by the service center that I am eligible to get a free replacement of the screen under the purchase offer. Thereafter, knowing that the spare delivery will involve 2-3 days time, I requested them to book the spares and let me know on availability of the same for my convenience as I don't have any spare mobile, therefore I may bring my mobile phone to have the replacement done, once the spares arrive in place. The customer service center took xerox copies of my invoice and and voter ID card, further they also provided me a docket no against this booking, the docket ID is GH97-21696A. Subsequently, on the 19th of September 12.56.50 hrs in the afternoon, I received call from Samsung service station stating delay in availability for the spares and requested me to wait for 2-3 more days. During my subsequent followup on this issue with the service center dated 25th September 16.43.07 hrs, I was appraised by the service center that the spares will arrive on 26th September 2018, they also insisted I should visit them during 5pm on that very day as the day after might be a busy schedule for them. Today, being the 26th of Sep and before I planned to visit the service center, I called them during 15:45 hrs, I was thereafter mentioned that the spare has been allocated to someone else.Further when I demanded them for an escalation point, the representative at extension 232 said that he will get back to me in an hour. Subsequently, I received a call from another representative at 16:07:42 hrs and this time I was given a different story, I was told that I have to submit my mobile for the replacement and the parts has yet not arrived. When I asked the representative whether they have any SLA, she was not able to provide me any timeline commitment. Whereas I clearly remember, that prior to visiting the Samsung Service center on 17th September, I had an online chat on Samsung portal where I shared details of my mobile procurement and the description of damage, I was assured that the replacement will take place within 72 hrs. I can find that Samsung post sale support doesn't possess a professional approach as they have no value for their commitments neither their CRM representatives are aware of any SLA which is almost a must for service delivery, it is surprising that a professional organisation like samsung is not aware of the same. I seek intervention of legal into this problem please to sort this out without involving further waste of my time. Please let me know if you require any further details including details of calls etc with Samsung Service center as a part of any evidence and I will be happy to produce the same.