Complaint Details

Status	:	Closed
Complaint No	:	0006299/2013
Category	:	Consumer Goods
Date	:	11-09-2013
Subject Line	:	Horrible Service
Complainant	:	Tripti Bhatia
Address	:	31,Poonam Apts,Talmiki Road,Santacruz W
Complainee	:	Samsung India electronics pvt ltd
Address	:	31,Poonam Apts,Talmiki Road,Santacruz W

Complaint Details
A MAIL THAT I SENT ACROSS TO SAMSUNG


THE START OF THE BIGGEST MISTAKE I HAVE EVER MADE:
I PURCHASED A SAMSUNG GALAXY S4 FROM THE SAMSUNG OFFICIAL DEALER IN LINKING ROAD BANDRA WEST. SINCE THE START I WAS FACING MINOR ISSUES WITH THE PHONE. WHEN I WENT TO THE DEALER HE ASKED ME TO SEND IT TO THE SANTACRUZ SERVICE CENTRE.


SERVICE CENTRE VISIT NO 1:
WHEN I SENT SOMEONE ACROSS TO THE SERVICE CENTRE FOR THE FIRST TIME THEY WERE MADE TO WAIT FOR A PERIOD OF 2 HOURS WHICH IN MY OPINION WOULD NOT HAVE BEEN A COMPLETE WASTE OF TIME IF THE TECHNICIANS AT YOUR SERVICE CENTRE WOULD HAVE BEEN CAPABLE ENOUGH TO CHECK THAT IT WAS MORE THAN A BATTERY ISSUE INSPITE OF WRITING DOWN ALL THE PROBLEMS I WAS FACING. THE PHONE WAS SENT BACK ASKING ME TO BUY A NEW BATTERY EVEN THOUGH MY PHONE WAS BARELY A MONTH AND A HALF OLD.

IN SEARCH OF THE BATTERY:
DUE TO MY PROFESSIONAL NEED FOR THE PHONE I WENT TO 4 DIFFERENT PLACES TO LOOK FOR THE BATTERY TO START MY PHONE IMMEDIATELY. THE FIRST PLACE WAS THE SERVICE CENTRE WHICH SAID IT WAS NOT AVAILABLE FOR AT LEAST 2 DAYS AND WOULD COST 900. SECOND ONE WAS A DEALER ON HILL ROAD WHICH SAID IT WOULD TAKE 2 DAYS AND WOULD COST 1500. THIRD DEALER WAS THE ONE ON LINKING ROAD WHICH SAID IT WOULD COST 2400. THE ONE IN PALLADIUM SAID SAMSUNG HAS NOT LAUNCHED EXTRA BATTERIES.
PLEASE NOT THAT NONE OF YOUR SERVICE CENTRES HAD A UNIFORM ANSWER OR PRICE.

FIRST MAIL TO THE CEO'S OFFICE:
I SENT A MAIL TO YOUR OFFICE UNDER THE IMPRESSION THAT I WOULD RECEIVE SOME HELP AND SUPPORT BUT CLEARLY I WAS WRONG. I GOT A CALL FROM MR NITIN GEORGE SAYING THAT HE WAS SURPRISED THE SERVICE CENTRE SAID THEY WOULD NOT REPLACE THE BATTERY AND HE ASKED US TO RESUBMIT THE PHONE AND MAIL HIM THE JOB SHEET NO.

2ND VISIT TO THE SERVICE CENTRE:
AGAIN SOMEONE WAS MADE TO WAIT FOR A FEW HRS AND INSPITE OF WRITING DOWN THE ISSUES THEY SAID IT WAS A BATTERY PROBLEM AND WERE NOT READY TO ACCEPT THE PHONE TILL WE MENTIONED THAT THE CORPORATE OFFICE HAD ASKED US TO SUBMIT IT. EVEN THEN THE ISSUE ON THE JOB SHEET MENTIONED BATTERY PROBLEM.

THE LONG TRAIL OF MAILS:
POST THAT WE KEPT SENDING FOLLOW UP MAILS TO KNOW THE STATUS OF THE PHONE. WE WERE SENT A MAIL CLAIMING THAT THE SERVICE CENTRE HEAD HAD BEEN CONTACTED AND THE PROBLEM IS BEING TAKEN CARE OF AND THAT FINALLY THEY ADMITTED THAT IT WAS A CAMERA AND PBA ISSUE. I JUST WISH THAT A COMPANY LIKE SAMSUNG HAD HIRED CAPABLE PEOPLE WHO WOULD KNOW THIS EARLIER WITHOUT WASTING WEEKS AND SENDING THE PHONE BACK.

NEXT CALL:
I RECEIVED ANOTHER CALL FROM SOMEONE IN YOUR OFFICE TELLING ME THAT THE PHONE HAS BEEN REPAIRED AND I COULD COLLECT IT THE SAME EVENING.

VISIT NO 3 TO THE SERVICE CENTRE:
AS USUAL THE PERSON I SENT ACROSS WAS ASKED TO WAIT FOR A WHILE BEFORE HE WAS TOLD THAT THEY COULD NOT FIND THE PARTS AND THIS WOULD TAKE ANOTHER 3 TO 4 DAYS. PLEASE NOTE THAT FIRSTLY ANY GOOD COMPANY LIKE APPLE REPLACE YOUR PRODUCT UNDER WARRANTY AND DO NOT WASTE ONE MONTH OF A CUSTOMERS TIME BECAUSE THEY ARE NOT EQUIPPED WITH PARTS OF THEIR OWN PHONE.

FINAL VISIT TODAY:
I SENT SOMEONE ACROSS AGAIN WHO WAS BEEN GIVEN THE PHONE AND BEEN ASKED TO REPLACE THE BATTERY AGAIN. WHAT IN THIS WORLD WERE YOU'LL DOING WITH MY HANDSET IF MY BATTERY IS STILL NOT REPLACED ?????? AND WHERE AM I GOING TO FIND ANOTHER BATTERY IF NO STORE STOCKS IT INCLUDING YOUR SERVICE CENTRES.

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