Complaint Details

Status	:	Closed
Complaint No	:	0005206/2013
Category	:	Others
Date	:	26-06-2013
Subject Line	:	Supply of defective Samsung Galaxy Note
Complainant	:	Col John Abraham
Address	:	Kakkamthottil, The Last Resort, Attupuram, Maradu P O, Cochin
Complainee	:	Samsung
Address	:

Complaint Details
1. I purchased Samsung N7000 (Galaxy Note) 354410050386021 from Nano Mobiles, Shop No A7, Basement Floor, Penta Menaka, Ernakulam vide their Invoice No B-16512 / 11-12 dated 05 Mar 2013 on payment of Rs 28,000

2. From Day 01, I found that it was not holding charge and was taking over 6 hours for recharging. On approaching the dealer I was asked to contact the Service Center. Accordingly I contacted Samsung Service Center 0004261673 - Daksh at Ernakulam around 15 Mar 2013. They asked me to recharge when the charge shows low and use it for a few days. The problem persisted and after a few more visits to the Service Centre, they accepted the hand set and Adapter for repairs vide their Bill No 4149816171 dated 11 Apr 2013. They apparently changed the PBA and Adapter and returned the handset. Since the handset was still not functioning properly, I retuned the Fullbox to the Service Centre vide their Bill No 4150747030 dated 27 Apr 2013. A few days later I was informed that two more major components are defective and require change.

3. Vide Call Reference No 8452427301, I had been following up with Samsung Contact Centre at Chennai almost on a daily basis with little tangible result except an odd call from their Delhi / Gurgaon Office. The response pattern of the Service Center at Ernakulam, the Call Center at Chennai and calls from Delhi / Gurgaon being what I have experienced, I intimated that I will only settle for a full refund of Rs 28000 + Interest thereof + compensation for the mental harassment and tension I continue to suffer.

4. Sadly, Samsung went silent from 27 Apr 2013 to 24 May – happy with my payment of Rs 28000 and the Fullbox being at the Service Centre. Samsung Contact Centre at Chennai intimated that they have escalated the matter - that they do not have any further role and intimated that further calls to them were futile. Thereafter I contacted Mr Prasad M, The Zonal Sales Manager – Retail of Samsung Electronics who promised personal attention to resolve the issue. He arranged for the return of the handset on 27 May 2013 duly repaired. However, I find the following defects:-
(a) Full charging time is seen to be 8 to 10 hours
(b) When the handset is removed from the Adapter, the handset shows battery charge at 70 to 80
(c) Within 2 to 3 hours the battery charge shows 40 even when the handset is not used
(d) Contact details are not correctly depicted

5. The original defect as outlined in Para 2 above persists in spite of the Service Centre keeping the handset for about 35 days

6. Repeated mails to Samsung CEO through their website gets their standard reply:-

“We are in receipt of your feedback and have noted down your concern.

We sincerely regret the inconvenience caused to you.

With reference to your mail, we regret to inform you that regarding handset complaint we can only go for repair, hence we are requesting you to allow us for repair so that they will repair your handset on priority.”

7. 35 days at the Service Centre and they cannot repair the handset !!!

8. The icing on the cake is that Samsung does not divulge the contact telephone numbers of any of their decision makers. A customer can only contact the Call Centre where the standard reply is that the case has been escalated.

9. Kindly initiate action as appropriate for full refund


Warm Regards

John Abraham
09846032195

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