| Address: | Service Centre: 0008399526 - - XPRESS SERVICE Address: OFFICE NO.101, 1ST FLOOR PATNA 800001 |
I am very pained to inform you that my S21 Ultra was having battery backup issue lately. Hence I had visited XPRESS SERVICE centre at Boring Canal Road Patna 800001 for battery replacement. After usual diagnosis, the battery was replaced and the phone was handed over to me after 4 hours.
However, I would like to highlight some gross anomalies and the irreparable damaged caused to my device which were noticed by the undersigned prior to taking the device back from the service centre. I am sharing the concerns below :
1. Several specs of duct particles have got inside the camera modules which are also visible to the naked eye. Raising the concern with the manager yielded no results. I have clicked photographs of the dust which are inside the camera modules and the same are attached.
If camera modules can have dust inside, I am skeptical that the mainboard also got dust particles which might lead to electronic damage in future.
2. While opening the back panel, my phone frame body got three scratches thereby revealing the underneath silver / white colours material. The black paint has been wiped off on those areas. Raising this concern yielded a denial response claiming that the phone had scratches before.
3. The back panel has gaps within which is clearly visible to naked eye and this shows that the back panel has NOT been securely attached which might cause moisture seepage inside the phone.
4. I had handed over the phone to the service centre executive at 10:15 AM on 21/05/2022. Upon a random inspection through the window, I noticed that the service engineer was disassembling the internal circuitry with BARE HANDS and also did NOT wear apron.
5. Furthermore, despite the phone back panel removed, at 11:15 AM an incoming call was received on my phone. This is a gross instance of carelessness that an electronic device was disassembled with its power on. I have the call log on my phone to ascertain my claim.
You may wish to verify the CCTV footages of the repair room to verify my claims.
These highlight the gross negligence of the service personnel(s) in handling a premium phone costing nearly a lakh rupees, and eventually the phone has been permanently damaged. The service centre personnels denied by request to hand me over their complaint book and declined to allow me to write the remarks on their job sheet and refused to hand over the phone without myself signing on the job sheet.
I am attaching the photographs of the dust inside the camera modules along with the dents and scratches on the phone body frame.
Also the e-jobsheet is being attached for your reference.
As considered by the undersigned, a revisit to the service centre is hereby ruled out. A revisit shall intend to condone the offence committed by the service centre, which the undersigned is declining to condone. Further, the physical damage inflicted to the device is irreversible.
Therefore, you are required to provide a written apology from the responsible authority for manhandling the device.
Also, a fare judgement needs to be delivered along with replacing the entire device with a factory sealed unit at the earliest.
An offence committed in the first place is always an offence and the instant matter is apparent to be deliberate and wilful, wherein the undersigned had repeatedly intimated the engineer to take sufficient precautions while handling an expensive device.
The engineer did not heed to the persistent requests made by the undersigned and went on with the repair process as per his own whims. It is pertinent to note that a customer submits his expensive devices to an authorised service centre with the trust of proper repair and professional handling of the device.
In this instant matter, there were wilful lapses committed on the part of the service centre in handling the device in a risky manner wherein the device was heated and disassembled while it remained in powered on state. There was a humongous risk of fire hazard and explosion that can not be ruled out.
Therefore a just and proper action is to be initiated by the management of Samsung India along with replacing the mentioned device with a factory sealed unit at the earliest.
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