Complaint Details

Status	:	Closed
Complaint No	:	0004378/2013
Category	:	Consumer Goods
Date	:	25-04-2013
Subject Line	:	DEFECTIVE / DAMAGED MOBILE (GALAXY GRAND) SOLD BY SAMSUNG
Complainant	:	ANAND KUMAR AGARWAL
Address	:	I-704, GOKUL GALAXY, THAKUR COMPLEX, KANDIVALI, EAST
Complainee	:	SAMSUNG ELECTRONICS
Address	:

Complaint Details
I had purchased Samsung Galaxy Grand on 23 Feb 2013 and since 3rd day I had started facing problem with mobile screen. Mobile screen flicks and colour fades any time during the use of it. Also 3-4 times the phone has shut down when it is kept idle. I lodged complaint over phone to customer care and they asked me to visit service center. Then I visited service center thrice.

Below are details of what service center did during all visits:

1st Visit:

They said that this is a software problem and needs to be updated, so I deposited my phone and they formatted it and returned saying that now problem is solved. Also they mentioned not to update phone at home (don’t know why) if I can’t update phone then what is the use of so called smart phone. But same day I started facing same problem, means on solution.

2nd Visit:

This time they said that there is a problem with my SIM card, which does not make sense but on their suggestion I did change my SIM card (after wasting 2 hours), but again on solution to the problem.

3rd Visit:

They took my phone for 3-4 days and after that they mentioned that there is some issue with screen therefore screen needs to be replaced.

Now, my concern is that since I had paid for new mobile phone then I why I should get/ settle defective / damaged phone. I had various telephonic and e-mail conversations with Samsung customer care team and they are insisting on getting phone repaired. My contention is either I should get a replacement of phone or my money back.

They are saying that is one of the same thing if they repair it. My argument is that, in this sense they can always sell defective/damaged goods and then ask customers to get it repaired. No one would like to get defective/ damaged goods when buying a new one.

It is my humble request to you to please help me in getting my money back or replacement. I have been following up at my end but not getting satisfying solution, and now need your help.

They are not even sharing details of their higher management / grievance cell, which I have been asking them in e-mails.

I have attached e-mail conversation, copy of purchased bill and screen shots of the faded screen for your easy reference.

Replies