Samsung — Samsung Mobile S21 fe 5g / Board &amp fast charge pin complaint

Dear Sir,

please find below the compliant communication mails.

This is in reference to the complaint reference number - [protected] & service request number [protected]. I bought new Samsung mobile- Galaxy S21 FE 5G worth 40, 000/- almost 45 days back and the device got complaint after few days o[censored]se. I had given to the Samsung service center. Initial issue was phone not getting charged and they changed the pin of the charger. Since the complaint did not resolve after changing the pin, then they identified that phone board itself not working after taking so much of time for trouble shooting. Subsequently, they replaced with a new board. However, they confirmed that new board also not working, and they don’t have new stock. They asked me to wait for few more days to get the new board and unfortunately, issue is not resolved even after close to two weeks. It is very painful to see multiple issues for a new phone and that impacted my professional day to day communication.

It is extremely concerning to see so much of complaints for a premium phone after few days o[censored]se. And there’s no surety that phone will be working fine after changing the board. And long delay in getting fixed from the service center is also equally concerning. I would humbly request you to kindly replace the current phone with a new phone considering that it is recently bought, and I shelled out huge amount for the same.

Request you to kindly consider my request favorably being the trusted customer of Samsung.

for your reference below attached the chain mails.

__________ Forwarded message ________-
From: Samsung Customer Support Center &[protected]@contactus.samsung.com>
Date: Mon, 22 May, 2023, 6:46 pm
Subject: [Re]service request number [protected]
To: &[protected]@gmail.com>

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Your question
Dear Sir,

This is regarding the complaint raised for my Samsung Galaxy S21 FE 5G. The initial problem was the phone was not getting charged. I took the phone to a nearby Samsung service centre and they said it was the charging port issue which needed a replacement. Since they ran out of stock for the part, they redirected me to another service centre which was 80km from my place. I went there and as per their diagnostic it was not only the charging port but the board itself was not working properly. I spent a whole day at the service centre to get the board replaced. After the board replacement the service team was not able to rectify the issue and the phone was not getting charged. I purchased the phone 45 days ago spending nearly 40K. A serious issue like this at an early stage I am afraid of the reliability of the product. I would rather request Samsung for a replacement of the phone to resolve my issue. Hope you will take appropriate steps at the earliest so that I would have a reliable phone for my personal and professional use. The absence of having a smart phone is seriously affecting my professional day to day job. Please consider all these and provide a stable solution at the earliest.

Pleas find the service request number [protected] for your reference also attached the invoice copy.

Thanks &amp regards
Dicto

Please find below the previous mail communication in this regard

Dear Sir,

This is to inform you that, i have purchased Samsung Galaxy S21 FE 5G on 22/03/2023. one week before this mobile phone is not charging properly and not working fast charging. Due to this issue, I put compliant nearest Samsung service center. they said the problem with mobile phone fast charging pin and the pin is not available in the service center and currently in Samsung. It will take long time to get the defected part. currently this phone is dead and not able to use my daily purpose. it is very difficult to handle. kindly help me to resolve the issue at the earliest. This product was just purchased only 45 days before. As a premium customer we are expecting a better service from your end. Attached invoice copy of purchased product and nearest service center details.

Counselor answer

Dear Mr. Jose,

Greetings of the Day!

This is Rakesh from Customer Experience.

We sincerely regret the inconvenience caused to you on your dealing with Samsung Handset {model no-SM-G990EZAIINS, serial no-RZCW219KEHW}.
This is in reference to your email dated 20.01.2023 and subsequent telephonic conversation with you regarding your complaint for your Samsung Product. We would like to confirm that we have registered your complaint under the following reference number-[protected]. Our team will get in touch with you in 24 hours for further discussion on the case.

Thanks, and assuring you the best services always.
Warm Regards,
Rakesh Kumar
Senior Executive, Customer Experience
Samsung India Electronics Pvt. Ltd.

Counselor answer

Dear Mr. Jose,

Greetings of the Day!
This is Rohit from Customer Experience.
We sincerely regret the inconvenience caused to you on your dealing with Samsung handset model number- SM-G990EZAIINS bearing serial number- RZCW219KEHW.
This is in reference to your email dated 22.05.2023 regarding your complaint for your Samsung handset. We would like to inform you that your complaint is still under progress with our concern team.
The concerned team would soon get in touch with you for further updates. We request you to bear with us until then.
Thanks, and assuring you the best services always.
Warm Regards,

Rohit Dubey
Manager, Customer Experience
Samsung India Electronics Pvt. Ltd.
Digital Service center
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Counselor answer
Dear Mr. Jose,

Greetings of the Day!

This is Jyoti from Customer Experience.

We sincerely regret the inconvenience caused to you on your dealing with Samsung product.
This is in reference to your email regarding your complaint for your Samsung product.
We would like to confirm that we have registered your complaint.
Our team will shortly get in touch with you for further discussion on the case.
Thanks and assuring you the best services always.

Warm Regards,
Jyoti Chauhan
Manager, Customer Experience
Samsung India Electronics Pvt. Ltd.