Purchased the Samsung Note 20 Ultra bearing model number SM-N986BZNGINS and serial number RZCN70084WM from samsungr by paying huge amount considering the premium smartphone, but after using the same, during the regular use of the phone noticed a thin blue line on the screen, which was evidently a software-related issue. Accordingly promptly reported this discrepancy to the dealer who subsequently after consultation from the customer care center informed that the Note 20 ultra-phone needs to be left with them for 25 to 30 days for further investigation and resolution as thin blue line appeared on the phone's display, evidently due to a software fault. That Due to the necessity of the device for daily use it was required for daily updating of cases and for other legal necessities, so was unable to comply with this request. Therefore kept using the phone with that line itself.
That, subsequently, the thin blue line expanded into a thick pink line, significantly impairing the phone's usability. Upon reporting to the Dharampeth customer care center, it was informed that resolving the software issue would incur a charge of approximately INR 23, 000, ostensibly due to damage to the rear cover. This assertion is unfounded, as the damage to the rear cover occurred after the blue line initially appeared and is irrelevant to the software fault responsible for the display issue.
It is pertinent to highlight that the rear cover damage occurred after the appearance of the blue line and is unrelated to the software fault that initially caused the display issue. This situation is exacerbated by the fact that other mobile companies, such as OnePlus, address similar software-induced display issues without imposing any charges on their customers.
demand for payment for what is clearly a software issue constitutes an unfair trade practice and a significant deficiency in service. According to the Consumer Protection Act, 2019, such actions are unacceptable, and as a consumer, i m entitled to have this issue resolved without additional financial burden.
Subsequently vide letter dated: 13.4.2024 Spectrum Marketing, Nagpur vide (reference no. [protected] informed that the software issue could only be resolved if he pays approximately INR 23, 612/-, citing damage to the rear cover as the reason for this charge.
That upon failure to resolve the matter by the noticee no. 2 my client approached to the noticee no. 1 who assured to resolve the issue but after lapse of time informed by mail dated: 23.4.2024 that the amount will need to be paid and denied to remove their discrepancy as resolved by several other companies
It is pertinent to highlight that the rear cover damage occurred after the appearance of the blue line and is unrelated to the software fault that initially caused the display issue. This situation is exacerbated by the fact that other mobile companies, such as OnePlus etc., address similar software-induced display issues without imposing any charges on their customers. as recently this line issue in the mobiles was very common and all the mobile companies were resolving this issues without any additional charges. Samsung's demand for payment under these circumstances is both a deficiency in service and an unfair trade practice under the Consumer Protection Act, 2019
demand for payment for what is clearly a software issue constitutes an unfair trade practice and a significant deficiency in service. According to the Consumer Protection Act, 2019, such actions are unacceptable, and as a consumer, i m entitled to have this issue resolved without additional financial burden.
As a renowned company, Samsung is expected to provide proper software support and uphold ethical business practices. Harassing loyal customers and punishing them for software faults is unacceptable.
Therefore, , I demand the following:
1. Immediate repair or replacement of the defective screen of the Samsung Note 20 Ultra at no additional cost.
2. A formal written apology to my client for the inconvenience and distress caused.
3. Assurance that such issues will be handled more effectively and fairly in the future to prevent undue hardship to customers.
We expect your prompt attention and amicable resolution to this matter to avoid further legal action.
Kanhaiya Gangwani
[protected]
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