Respected Sir,
I bought a Samsung smartphone M31 (6GB, 128GB) in march 2020, for its ability to smooth functioning with gaming apps like BGMI AND COD, as it was a gaming phone (as per its category mention). Though the reviews about the processor which was used (EQUINOX9611) by the company for a similar range of smartphones were not pleasing, despite those reviews I orders it on its first week from launch due to the trust and affirmation I pursue over the brand name.
It was hardly 14 weeks since started using the device, my phone used to restart in between the functioning of the application working. It used to heat up within 30 min of continuous usage.
Last week ( approximately after 24 months from the date of purchase) my device suddenly got shut and didn't proceed from the initial interface on operating. I took it to the nearest service center where I was told that the motherboard has been damaged and had to be replaced. As the device was not covered under the warranty period the total cost of repair would approximately be equal to 7000 rupees. On enquiring about the cause of damage I was told that because I downloaded too many apps the processor could not handle the functioning which failed the device.
I further took my complaint to the E customer service where I was fed with the same details which were non-satisfying.
I requested the free of cost replacement of the part excluding the labour charges which was completely declined by the customer care service.
My complaint to you is, If the device was not designed to handle the load of 22 applications enabled why was it mentioned in the category of GAMING PHONES? If the processor was so weak to handle the load what is the use of 6GB RAM which was my only reason for going for the device? Is this excuse satisfying that the device was overburdened ( as per my knowledge 22applications are not too much for a device with 6 GB RAM AND 128GB ROM)?
If that is the case then the trust of millions of customers over the brand name is in a near dangerous situation, Trusting Samsung over other competing brands which are providing much better service in of course cheaper price is a total waste.
Looking forward for resolving of the issue and some satisfaction in return for the trust over Samsung from past 15 years.
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