Samsung — warranty discarded on baseless excuse

Sir, i bought galaxy m30s (S/n rz8m911eydx) on 29.09.2019 and warranty valid till 28.09.2020. On 23.09.2020 when i remove my phone from charging i found touch of phone is not working. On 24.09.2020 i visited samsung service center emm vee enterprises ludhiana for warranty repair (Ticket no.[protected]). They told me that it is a liquid damage. I told them the phone was used properly and nothing bad happened to it. When i was not convinced they told me it may happen due to humidity and environmental factors. I told them if it is so then it should be covered under warranty because it is a design deficiency. From that day regularly i made calls to samsung india and raised my grievance. Even i tweeted, posted at fb and sent mail to their service head as well as support but nothing happened. Even one of the cs rep told me that sir 90% complaints these days are related to m series phones, i replied him it means that there are issues in design of m series phones so ethically the phone should be repair under warranty. I am going through a mental trauma as beside regular reminders samsung is least bothered about me. Sir if you refer samsung india facebook page you will come to know that they have a general tendency to discard warranty by giving an excuse of liquid damage. It is pathetic that even i dont know when and where liquid penetrated in my phone. Had it had been then the damage might be more bigger than which they are showing. The service centers of samsung or any private company have no transparency. They work in close workshops or cabins and customer never know what they are doing with the device in close compartment. Here i am attaching a snapshot of a facebook post in which it is mentioned that warranty was discarded by samsung telling liquid damage and later on when the phone was repaired by a third party mobile showroom they told that there is no liquid damage. I reviewed recent posts on there site and have observed that they are closing all cases of warranty by giving a bluff of liquid or physical damage. Generally companies consider things in warranty for goodwill but here the case is reverse i deserve warranty and they are asking for rs. 5500 and gst. I have made 5 calls, two fb posts, one message on twitter, one tweet and two emails one to service head and one to support from last three days and no body is responding. All the more they misguided me and told me to approach another service center and when i visited another service center the guys told me sir your complaint is closed by emm vee and once it is closed no body can do anything. Even on first day i was told that i will get a call from other team which never happened and i was sent a message that my complaint is closed to desired level. Please intervene as this unethical and unprofessional approach is sucking a common man. Again i am reinforcing that if a machine fails even it is operated normally than it means it is a design problem.
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Samsung India customer support has been notified about the posted complaint.
Verified Support
Sep 28, 2020
Samsung India Customer Care's response
Dear Customer,

Greetings from Samsung.

With the reference of your feedback regarding Samsung product, we sincerely regret the inconvenience caused to you.

We wish to inform you that your complaint is acknowledged and our customer service team would contact you shortly for providing resolution to your complaint.

Thanking and assuring you our best services always.

Best Regards,
Samsung India Electronics Pvt Ltd
Oct 09, 2020
Updated by chugh26
Beside regular phone calls they are giving dates but no resolution... Very poor service... Rather than giving a solution for my existing problem they are giving offers to upgrade my phone
Complaint comments 


I am facing the exact same issue with my Samsung M31. Updated the software and then the phone got stuck in a boot loop. Tried to charge the phone and restart, it was charging but still stuck on the main Samsung screen. Took it to the SC and without touching the phone the technician said motherboard damage need to replace. We insisted that they check the software once so they took the phone into the service room. No idea what they did there but they came back saying motherboard issue please visit next day and submit the phone for checking.
Submitted the phone next day with no other damage. However after about 8-10 hours we get a call back saying charging strip is damaged, LIQUID DAMAGE & motherboard damage. Since liquid damage is detected warranty will be void.
I have raised several complaints with Samsung customer support and have asked to speak to their seniors. No call from any senior but some guy called me claiming to be a supervisor and spent the entire 30mins or so of the call telling me that there is liquid damage to my phone. When I asked him about the LDI (Liquid Damage Indicator) he did not know what is was. Just imaging a supervisor not knowing what an LDI is or what it does. I then asked him what is the extent of damage required by liquid to cause such issues, he was not able to answer that as well. He kept saying the image received from the SC shows liquid damage to the charging port and so no warranty. I HAVE NEVER DROPPED THE PHONE, TOUCHED WATER TO IT NOT EVEN A SINGLE AIR LINE SCRATCH ON THE PIECE. MIND YOU THIS DAMAGE CAN EVEN BE CAUSE BY NATURAL FACTORS BUT SAMSUNG SAYS WARRANT IS VOID EVEN IN THESE SITUATIONS. The image of the water damage on charging port shared by the SC its totally blur you cant even read battery details. When I asked for a clear image they said we do not have. As a customer how do I believe this is my handset. Also the device could have been tampered in the 8-10 hrs or so that it was with Samsung. ALSO NOTICED OVER 10 CUSTOMERS DURING MY 3 VISITS TO THE SC WHEREIN THE ENGINEERS WERE TELLING CUSTOMERS WHO CAME IN WITH REPAIRS UNDER WARRANTY THAT THEIR PHONES HAD LIQUID DAMAGE THIS COULD NOT BE A COINCIDENCE. I PERSONALLY SPOKE TO A COUPLE OF CUSTOMES WHO HAD M31, M30S AND SAID THEY HAD SOFTWARE ISSUES BUT SAMSUNG CLAIMS LIQUID DAMAGE AND MIND YOU THESE ARE ALL NEW HANDETS LESS THAN 7-8 MONTHS OLD.
I have also noted that on multiple forums/communities and so on people have been facing the same issue with the M Series phones post the updates in April 2020 however Samsung claims liquid damage and voids any warranty. I will definately be taking up this matter further with national consumer forum. I also have the ID card of the engineer who had make all damage claims to the phone.
Also to be noted that the service center did not have a token machine, the staff were not wearing their ID Cards and uniforms, no manager was available on all 3 days that I visited and even on requesting them they refused to connect me to their manager. SO BASICALLY THERE IS NO ONE TO MONITOR WHAT HAPPENS IN THIS CENTER AND THE ENGINEERS ARE FREE TO TAMPER WITH PIECES AND MAKE A QUICK BUCK BY CHEATING CUSTOMERS OUT OF THEIR WARRANTY. Also this service center was refusing to close my service request even after I took my handset back. When asked to return the handset they took over 20mins to find my phone kept asking each other in which drawer it is, that shows how terribly managed they are OR I can think of any number o[censored]lterior reasons why it took them sooooo long to get my piece from the service room to the service desk.


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