[Resolved]  Samsung — Poor samsung customer service on refund

Dear sir,

Greetings!

I have been long term customer of samsung. I use Samsung products only right from mobile, fridge, washing machine to everything for its brand quality. Honestly, I have a great trust on this brand. But sadly I recently purchased a samsung f12 model mobile on 11th July 2021 through samsung mobile app and after receiving the product when I checked with the camera, the camera quality was not up to the mark, so I wanted to return the mobile and so called the customer care service immediately. As per the instruction given by the customer care service people I went to the service center (which is nearly 35 kms distance far from my place since I reside in remote area) to get the DOA certificate on 12th July 2021 to initiate the return process. But they at service center denied to issue DOA mentioning that the quality related issue will not be covered by them and after a great struggle they created a job sheet and also asked me to surrender the mobile and so I surrendered it to them on the same day. Since then I have been calling the customer care service people several times regarding the approval to the return process or the replacement to higher model, but they are not at all trying to resolve my issue. Instead dragging the issue and putting me to suffer a lot. I am facing the worst experience with them. Whenever I call them, they try to escape telling me that I will get a call back from the supervisor and issue will be resolved within today but I never evert get any call back from them at all nor there is any update regarding this concern even after I said I will escalate the issue to the Samsung head, social media and in the consumer forum. it's been 16 days since I surrendered my mobile to service center. I am so stressed and terribly frustrated. I am badly facing the worst experience with samsung customer service. Hopefully my voice will be heard and trust that I will get my refund soon. Awaiting your positive response in this regard.

Thank you,
Manimozhi Ilango.
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