Complaint Details

Status	:	Closed
Complaint No	:	0101325/2018
Category	:	Others
Date	:	12-01-2018
Subject Line	:	SAMSUNG A9 PRO HANDSET RELATED
Complainant	:	Kaushal Kanabar
Address	:	B 104 MAHAVIR KRUPA PLOT 104, RDP 7 SEC 4 CHARKOP KANDIVALI WEST
Complainee	:	SAMSUNG MOBILES INDIA
Address	:

Complaint Details
Please note the following:
Problems with my Samsung A9Pro device have been going on since last September. These problems were:
BATTERY DRAINING VERY FAST
CHARGING TAKING LONG TIME EVEN IN SWITCHED OFF MODE
OVERHEATING OF THE INSTRUMENT SO MUCH THAT IT COULD NOT BE HELD AGAINST THE EAR WHILE ON CALLS!!!
ALL THESE IN A PHONE BOUGHT IN JAN 2017, WITHIN WARRANTY AND LESS THAN EVEN 12 MONTHS OF PURCHASE!!!
I have visited your Borivali West Samsung Gallery (operated by Realm Marketing, from where I bought my device as well as many other devices) and complained them many times. They tried to help me but the solution was not effective.
Finally, I was forced to submit my phone to your Service Centre in Borivali, which I did in December. First time they formatted the phone and re-installed your latest software version. BECAUSE THE REASON FOR MY PROBLEM WAS DIAGNOSED AS SOFTWARE UPGRADE RELATED ISSUE!
However, my issue did not get resolved and again I had to submit the phone to your service centre WITHIN A WEEK; whereby IT WAS AGREED BY YOUR SERVICE CENTRE PERSONNEL, THERE WAS A HARDWARE ISSUE AND AS SUCH MY PHONES ENTIRE MOTHERBOARD AND BATTERY WAS REPLACED! I EVEN BOUGHT YOUR EXTENDED WARRANTY AS WAS ASSURED THAT THE SERVICE CENTRE HAD RESOLVED MY PROBLEMS!!
WITHIN 2 DAYS OF REPLACING THE HARDWARE THE SAME PROBLEMS CONTINUED, IN FACT THEY BECAME MUCH WORSE: THE INSTRUMENT ITSELF STARTED DISPLAYING THE MESSAGE ON SCREEN: "TEMPRATURE IS TOO HIGH" WHEN TRIED TO MAKE CALLS OR EVEN USE THE CAMERA

​IT IS BECAUSE OF THESE ABOVE HIGHLIGHTED POINTS THAT I HAVE RESUBMITTED THE INSTRUMENT AS THERE IS THREAT TO MY HEALTH AND LIFE IF I CONTINUE TO CARRY AND ATTEMPT TO USE THE INSTRUMENT​ IN IT'S EXISTING CONDITION!!!!

EITHER I HAVE TO STOP USING THE PHONE OR TAKE THE RISK OF THE PHONE BURSTING IN MY FACE OR PALM OR POCKET!!!

I HOPE YOU ARE ABLE TO CLEARLY UNDERSTAND NOW THE PERIL I FACE USING YOUR "HIGH END" AND EXPENSIVE PHONE!!

YOUR OWN STATEMENTS CONTRADICT THE FINDINGS AGREED UPON BY YOUR SERVICE CENTRE TEAM!!! IF THERE WAS NO ISSUE WITH THE PHONE WHY WAS THE SOFTWARE NEEDED TO GET UPGRADED ONLY AT THE SERVICE CENTRE AND WHY WAS THE HARDWARE CHANGED?????

SO, PLEASE DON'T DENY THAT THERE WERE PROBLEMS IN THE INSTRUMENT!!! AND IF YOU SAY THE SAME HAVE BEEN RESOLVED NOW BEYOND ANY DOUBT, PLEASE GAURANTEE MY SAFETY ON USING THE PHONE!!! I WILL COLLECT THE SAME ONLY ON RECEIPT OF SUCH A GAURANTEE FROM YOUR SIDE!!! AM I ASKING FOR TOO MUCH???

I AM SUFFERING EVEN AFTER PAYING A HEFTY PRICE TRUSTING SAMSUNG AS A BRAND AND BEING A LOYAL CUSTOMER!!!

MY SO-CALLED "HIGH END PHONE" HAS BEEN IN AND OUT OF YOUR SERVICE CENTRE FOR ALMOST A MONTH NOW AND I HAVE TO USE YOUR LOWER END J7 (OLD) AS STAND-BY WHICH ALSO HAS THE SAME APPS INSTALLED AS MY A9PRO. YOUR STANDBY ISN'T GIVING ME ANY SUCH PROBLEMS BUT IT HAS LOWER RAM, LESSER STORAGE, OLDER ANDROID VERSION AND LESSER FEATURES COMPARED TO THE PHONE FOR WHICH I HAVE PAID A GOOD AMOUNT!!!

I HAVE MADE MORE TRIPS TO YOUR STORE AND SERVICE CENTRE IN THE LAST MONTH THAN MY OFFICE, HAVING TO BEAR LOSS OF PAY FOR THE SAME!!

IF YOU WANT TO DO TRIAL AND ERROR WITH ME USING ME AS A GUINEA PIG TO TEST THE DEFECTIVE HAND-PIECE AFTER EVERY REPAIR, I REFUSE TO OBLIGE!!

IF YOU STILL MAINTAIN YOUR STAND OF NOT REPLACING MY A9 PRO OR GIVING ME DUE REFUND FOR ALL THESE HARASSMENT, NEITHER ARE YOU WILLING TO ACCEPT ANY LIABILITY IF ANYTHING HAPPENS DUE TO THE ABOVE ISSUES PERSISTING IN THE PHONE, I HAVE NO CHOICE BUT TO APPROACH CONSUMER COURT AND CLAIM MY DAMAGES!!!

PLEASE ONLY REVERT TO ME IN WRITING WITHIN 2 DAYS, ELSE WILL BE CONSTRAINED TO TAKE THIS MATTER FORWARD WITH CONCERNED AUTHORITIES AND EXPOSE THE SAME OVER SOCIAL MEDIA FOR BENEFIT OF OTHER SAMSUNG CUSTOMERS!!!

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