Samsung — Receiving faulty handset

Address:

Ahmedabad, Gujarat

Sir, I have been working as a techno-legal consultant for consumer court in Gujarat. I have been practicing as an Arbitrator in Gujarat High Court for last twenty five years. I have purchased a handset: Samsung Galaxy E7 on 08/09/2015 at about 07.00 P.M. evening from smile mobiles Store, Bapunagar, Ahmedabad, Gujarat. The bill number is SMSSEP15/0640 costing Rs.16, 500.The day of 09/09/2015 was spent and consumed to get a new Nano-sim card, restore the data, applications etc. Immediately after that I observed the following major faults on 10/09/2015 in the morning since 07.00 A.M. 01. The handset started overheating on receiving even a single phone call. 02. The mobile stopped working and lagged for 30 minute constantly 03. The mobile kept continuously hanging if started. 04. No process of a data backup was supported even though we tried different methods and different computers. In that way I have approached Samsung customer care on S.G. highway at Earth Arise building Ahmedabad. The following bad experience I faced with the Samsung customer care staff. 01. The executive insisted to put the phone for observation for 2 days, which I refused to open the new phone because not even 48 hours were completed since I purchased. Why should I accept the new handset to be dismantled and use it within such short hours after purchase? 02. After that, they changed the statement and asked me to update the firmware and told me to wait for 30-40 minutes. 03. Further they told me that my memory card is having virus so hand set became hung up. 04. Again they told me to keep the phone under observation. 05. Still I submitted the phone for half n hour but the problems are not resolved after taking back. From the above reason, it has been noticed that the service center people are just making experiments on a new handset. They don’t have a concrete decision on issue towards the solution. It is to be noted that after buying a new phone and wasting time for restoring data for 24 hours, I don’t need to dismantle my phone and again to use it. It would rather be better to throw it on the road. The Samsung staff refused t o replace the phone on the basis of “Dead on Arrival Policy.” It is to be noted that your company staff is just singing a song of the policy matters only and they don’t have the technical as well as commercial justification. Complains: The Branch Manager Mr Nityanand was not ready to listen to me as he informed me that he was busy in important meeting. The branch supervisor Mr. Ravindra was not able to solve the problem as well as he was just favoring about your company. In such a situation I think that after having a top multinational branch your company staff is highly non co-operating and not attentive. Still my handset problems are as usual. I wasted my three and half working hours at above mentioned service center of your company and experienced careless and rude behavior of your senior staff like Mr.Ravindra . Mr Nityanand did not take the matter sincerely and avoided me even after waiting for more than three and a half hours. Still my phone is not working properly and I need the replacement of the same on the basis of “Dead On Arrival” Policy. So if you really care about your customer please get me the phone replaced. If I donot get the phone replaced I will be compelled to register a complain against your company I attach here with copy of service request, as per my view, absolutely failed. Awaiting your reply soon. Chaxul.M.Pandya Surveyor, Valuer and Arbitrator