Complaint Details

Status	:	Closed
Complaint No	:	0003902/2013
Category	:	Computers & Accessories
Date	:	26-03-2013
Subject Line	:	Horrible treatment in Samsung service center
Complainant	:	Samsung Service center
Address	:	KPHB 6th Phase
Complainee	:	Samsung Service center
Address	:	Mobi Sol Authorised Samsung Service center, Shop #201, MIG-5, 2nd floor, Above allen solly, Road #1, KPHB Colony, Kukkatpally, Hyderabad-500072 Ph# 42226116

Complaint Details
Im a very frustrated customer of Samsung. Not because of the product, but because of the treatment I get in one of your service centers which is an abode to number of fraudulent employees.
Let me narrate the incident, which will give you a picture of what is happening in these service centers which is spoiling the impression of Samsung which leads to losing customers. I realized this after so many visits to this service center and every visit I meet a bunch of customers who are frustrated with this particular service center and would want to complain in consumer forums.
Which I’m sure to do and is my next step
My Samsung S5360, which is still in warranty stopped working in Feb. I could not hear anything from my phone, though I was able to dial and receive calls, I could not hear. I walk to this service center on 5th Feb
Add:
Mobi Sol
Authorised Samsung Service center,
Shop #201, MIG-5, 2nd floor, Above allen solly, Road #1, KPHB Colony, Kukkatpally, Hyderabad-500072
Ph# 040 42226116

I wait in the queue and meet the technician and tell my problem. He takes my phone inside and says it’s a receiver problem and should be replaced. I requested them to take my phone and get it repaired. They say Part is not available come after 10 days. So every 10 says I go to this service center till about 15th of Mar , only to come back disappointed as they always sent me back saying part is not available. I found it very suspicious and called Bangalore customer care # and told them what my problem was. They gave me couple of phone numbers in Hyderabad which is not in working condition. They also told me that service centers were supposed to take my phone and if parts were not available they were supposed to place an order and get it replaced. This was an eye opener and also made me realize there was something going wrong. I walk up to service center on 18th March and this time I was a little loud and was determined to comeback with a solution. I asked the fellow there to replace my receiver. He says part not available again, after more than a month… I told him to order for the part and give me the order # as instructed by Bangalore customer care. They finally agreed. Then they take my phone inside and they came with a new issue. “ Mam, receiver is working fine, but a small track on the board is misplaced
“ so the entire board has to be replaced. I tell them go ahead and replace. They say you will have to pay. I say its in warranty. They say, if that track was broken and was inside the phone itself we would have replaced it free. But track is fallen somewhere. I aske them “where”. They say, you have opened the phone yourself or would have gone to unauthorized service center and you have lost it.
What a, assumption and what a story. Why will a inwaranty customer go to unauthorized service centers paying money? If I was so technically sound to replace something myself, why will I run around to these useless service centers?
After a long argument, they agreed to replace board. They ask me to come to service center on 21st. When I call they say its sent to Noida and I will have to collect my phone on 21st (I was fed up visiting store and decided to call. I’m a working women and it’s very difficult to find time from work for these useless visits to this pathetic service center and my goodwill for Samsung is already lost). When I call on 21st, They say come on 23rd. When I call on 23rd they say some on 26th. Today, the 26th when I called, they say phone has not come from Noida. I was so agitated and requested them not to play with customers, phone is passed on to somebody else who says, Come tomorrow at 3 ph, at any cost I will replace the part and give you.

How will he do this when phone is in Noida?????.
I’m sure story repeats tomorrow when I call again….
Horrible…..

Regards
Deepika

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