Samsung — My Samsung S9 plus multiple display issues

Sep 23, 2020

Updated by Sanjeev Sent this email to Customer Care on Aug 25th: I bought a Samsung S9 Plus mobile phone in September 2018 and since then have seen multiple issues with the phone. Initially, the touch was not working in Dec 2018 and got that repaired. Then had a display issue in 2019 and the motherboard and Battery were replaced around June 2019. This is when I got pissed off and spoke to Samsung Supervisor team. One of their supervisors promised that I would get a new phone if the problem occurs again. I see a problem with the display again since Aug 24th 2020 and when I spoke with the Customer care around 11am, I was told that all my concerns and a replacement phone discussion were registered in my previous request raised in 2019. He also assured me that the Supervisor team will get back to me in the next 30 mins. I had visited their Service Center in Tolichowki, Hyderabad and they also asked me to get in touch with the Supervisor as they promised in the previous request. Since Aug 24th 2020 afternoon, I called multiple times to talk to the Supervisor team but no luck. I was assured in every call that they would come back soon but no one reached out to me yet. I am totally disappointed with the way my request is being taken care so far. After spending too much of amount on the phone and being a premium customer, I am not getting the right support from them. Every time there was an issue with the phone, I had to change the screen guard which is almost Rs 1500 and lose all the data. And on top of it, my mental stress and time. I already lost some important images from my previous holiday trip which includes a Safari ride in Gujarat. This is getting too much. I am really frustrated to invest almost 70k for that faulty device. Almost every part of it is already replaced except the top cover. WHY DO I STILL KEEP THAT FAULTY DEVICE.

I need this request to be looked at the earliest and expecting a call back ASAP.

Sent email to Headservice Escalation on Sep 2nd: I have had challenges with my Samsung S9+ phone since Aug 24th and it took 5days for the Supervisor team to call me after escalating the issue to Headservice. Amala from the Headservice team reached out to me on Aug 29th and advised me to submit the phone in the nearest Service Center so that she would action the request ASAP. I submitted the phone with Tolichowki Service Center on the same day and I was told on Aug 31st that Amala from Headservice will update me on my request on Sep 1st by 6pm and so far I do not have any verbal or email update. After sending couple of emails, Amala is still looking with no update even today. I did not expect at least Samsung to take this issue so casual for a premium customer''s request after the device had multiple issues already and every part of it got replaced so far. It makes sense for me asking for a replacement after spending Rs 63300 on the faulty device. I am not sure how long I need to wait for your decision. If you cannot send a replacement phone, refund my money at the earliest.
Is anyone looking at this request actively? Is this how Samsung Headservice works?
I need to know what the TAT is for any requests addressed to Headservice.
This is seriously disgusting for following up multiple times on a single request after spending so much on a faulty device. I am missing my important office and personal calls due to this delay. I need this request to be looked at the earliest and expecting a call back ASAP.

Sep 23, 2020

Updated by Sanjeev After having such a bad experience with Samsung, I do not want a new S9 plus phone as it is outdated and cannot trust how long it will run for. I need my refund of Rs 63300 which was incurred for my phone with the 2 years interest since I bought it along with Rs 6000 for screen guards which had to be replaced whenever I had to give the phone for repair at the Service Center which is 4 times to be precise. I will better buy a different brand phone as their customer service is incapable of addressing my requests. Please help in expediting this request as my work is getting impacted without a proper phone.

Sep 28, 2020

Updated by Sanjeev I got a call on last Saturday (Sep 26th) from Samsung Executive and now they say that the Warranty is expired on my phone. Therefore, they can only repair with free of cost. But the fact is, I submitted my phone on Aug 29th when my phone was in full warranty. You can refer to the attached document which I uploaded with my original request clearly shows that my phone was in full warranty when I submitted to them. They simply delayed the process for almost a month and kept coming back with vague responses like we are still discussing on the decision and will get back to you. During all those calls, they never mentioned anything on repairs. Now, I wonder if thier intention was to simply drag till the warranty is over. I feel really cheated and coming from such a big brand, I am speechless!!

I request you to take serious action on them and ask them to refund my money which I incurred so far. When I asked the Executive to check with their Management for refund, Executive has asked me to wait till Tuesday, Sep 29th. This was the 3-4 time that I get a call on a Friday/Saturday and they ask me to wait till the next Tuesday. This is the pattern they have been following for almost a month with no conclusion so far. I am completely pissed off with their lame excuses and incapability in handling my request.

I cannot hang on this forever as I need to have a proper phone to handle my day to day work as well. I missed multiple meetings and official calls as I do not have proper phone. As they promised once again, please wait till tomorrow and if we don't hear a proper response from them, please issue them a notice for refund and I cannot wait any further for their latest model replacement phone also.

Please expedite on my request at the earliest.

Oct 02, 2020

Updated by Sanjeev Not much difference with Samsung Customer care even after raising the complaint with Consumer Forum. They are still least bothered and no urgency shown in closing my request. I am still waiting for them to update on my request.

Oct 08, 2020

Updated by Sanjeev Pathetic and Spineless Customer Service from one of the Leading Brands ever.

My faulty device is with Samsung from Aug 29th and there is no replacement nor refund which they promised. This request is just hanging with them forever.

Samsung India has hired highly unprofessional customer service employees. They are not aware that their attitude is working against Samsung by increasing complaints for such a nice brand, instead of retaining customers by doing their jobs rightly. Samsung has to improve hiring process, and not let their workforce to be a group o[censored]nprofessional, fake certificate holders from certain cities of India. Particularly, people who work at Samsung customer support centre are a bunch o[censored]nprofessional experts, who respect their ego more than helping the customer find a right solution. Mr B D Park should make an effort now to see how their customer service Reps are ruining their consumer's perception about Samsung.

I need email id & contact no of head India Operations or MD & CEO of Samsung. I also work for a Multi national company and deal with multiple clients every day but never give such rubbish answers also this is a pathetic service level from a company like Samsung.

Oct 18, 2020

Updated by Sanjeev I have sent my complaint copying the Board of Directors including Mr B D Park on Oct 8th 2020 but as usual there is no response from them yet. I am running out of options and would request Consumer Forum to send an official notice to Samsung India and marking a copy to the MD & CEO please.

Please do the needful.