[Resolved]  Samsung — Regarding failure of Samsung to provide service and support to customer and misguiding &harassment of customer

To
SAMSUNG INDIA ELECTRONICS PVT LTD.
Gurgaon Sector 43
Delhi

Subject: Notice regarding failure of Samsung to provide service and support to customer and misguiding &harassment of customer

Respected madam/ sir
Myself
Dr Nilesh Mahakal living at 203, Gajanan apartment, shrihari nagar Amravati 444603.
Registered mobile no. [protected]
Registered email. nilesh.[protected]@gmail.com
Address: 203 Gajanan apartment, Shrihari nagar, Amravati Maharashtra 444603
Product ordered : Samsung galaxy book 2 360 i5 13.3 inch NP730QED-KA2
Order Id: [protected]
Ordered from : through Samsung shop application online
Date of order : 27 Dec 2022
Date of receipt: 30 Dec 2022
Problem with Product: touch not working properly, spen not working properly, app crash issues
Placed return request on : 01 Dec 2022
So with reference to above order, I had received defected laptop, and within 24 hrs I had placed return request on Samsung shop app.

Regarding that I had received mail from Samsung and they advised me to visit service centre in Amravati.
I had called to Samsung service centre, Tulsi softronics Amravati, but they refused to check laptop and denied to give certificates Regarding faults which is essential for return process. They told me only mobile phone service is available there.

I had informed that matter to Samsung customer care service on 5 Dec 2022, they told me we will arrange engineer visit to your home, they will check Product and return request will processed. But no one visit
Then again on 8 Dec 2022 I had informed matter to Samsung service centre, they told me we will soon arrange engineer visit. No one visited. I had kept contacting again and again. Every time I get different advice like, one of your executives advised me to visit Aurangabad service centre, another one advised to visit Gondia. Both cities are approximately 400 km away my city Amravati. Before purchase of product I had asked Samsung, whether laptop service centre is available in Amravati, they told yes, thereafter I had ordered laptop.

On 10 Dec I had called Samsung service centre again, discussed all matter, they told me to visit Samsung service centre ELECTROCARE, Radha nagar, Amravati phone.. [protected]. I had called them, discussed matter, but they told me we don't provide service for laptop, they only provide service for home appliances .
.
Again on 10 Dec 2022 I had called and told them both of your service rcentre in Amravati had refused to check Product and denied to provide sny certificates. I also tried to connect with your senior executive, but they refused to talk with me and told me it's your and service centres matters.

After 14 days your engineer visited on 14 Dec 2022 checked laptop
Regarding that on 15 Dec 2022, I have received of Samsung senior executive Jitender and they told me that S pen that I am using is not compatible with laptop, that's why there is problem.
Before purchase of product I had asked customer care of Samsung whether S pen of Tab S 6 lite will work with Laptop.
They told me yes, thereafter I had purchased laptop.

Now after purchase, when laptop was not working properly. Samsung executives are telling S pen is not compatible . This means Samsung has misguided customer and now refusing to return product back.

Even after purchase of product I had called Samsung customer care to provide installation and demonstration of products, but they refused to provide physical installation and told me that you will receive call regarding online installation of product
But since last 19 days no call received regarding installation of product.

ALLEGATIONS ON SAMSUNG

1. MISGUIDING CUSTOMER

Before product I had asked customer care of Samsung whether S pen of Tab S 6 lite will work with Laptop.
They told me yes, thereafter I had purchased laptop.Now after purchase, when laptop was not working properly. Samsung executives are telling S pen is not compatible with laptop.

Before purchase they said laptop service is available in Amravati, after purchase they are telling laptop service centre is not available in Amravati

In my case different advice given by your executives like go to Aurangabad, go to Gondia, our engineer will visit your home. Go to service centres in Amravati. These types of different advise misguided customer

2. LACK OF SUPPORT

Even after purchase of product I had called Samsung customer care to provide installation and demonstration of products, but they refused to provide physical installation and told me that you will receive call regarding online installation of product
But since last 19 days not call received regarding installation of product.

3. MENTAL HARRASSMENT OF CUSTOMER

Since last 19 days no proper solution provided regarding return of faulty product . and your executives are toying with customers. Which I had discussed above.

4. LACK OF SERVICE
after purchase of product when I had faced problems I had called Samsung customer care they told me to visit Tulsi Softronics Amravati and Electrocare Amravati but when I had called them both the service cetres refused to provide service.

5. LACK OF TECHNICALLY SOUND ENGINEERS

When I had received call by one of your technical expert he told me when touch working properly then s pen should work fine. But I had told them s pen technology is different than touch technology, there is active digitizer under screen in spen supported devices. But they didn't understand, it means Samsung engineer don't have sound knowledge of product and Samsung technology.

Since last 20 days I am trying to return faulty product. For that I had called Samsung customer care no . 1
15 to 18 times, discussed matter with your whats app chat service. But so solution provided till date, I have provided all the documents videos photos whichever asked
I have filled complaint so many times at support.[protected]@samsung.com, but no reply received

So please tell me what should I do now.
I want immediate action on this matter
I am frustrated why did I ordered Samsung product
Samsung harassing me since last 20 bdays
Do needful otherwise I will take strict action against Samsung in court. This bad experience will be soon soon shared in social media, newspapers and for any defamation only Samsung will be held responsible.
I have all call recordings, all screeshots of chats .
This is last warning to Samsung India

Thanks.