Complaint Details

Status	:	Closed
Complaint No	:	0052274/2015
Category	:	Telecom
Date	:	12-07-2015
Subject Line	:	Poor Service from Samsung- Need Replacement of Phone
Complainant	:	Clare Rodrigues
Address	:	Sunflower, Flat No. 302, Plot No.14, Rd. No.3, I.C. Colony Annexe, Mount Poinsur, Borivli (W)
Complainee	:	Samsung India
Address	:	Master Care Services, Shroff Apts., Sodawala Lane, Borivli (W)

Complaint Details
I purchased a new Samsung SM-G316HRWHINS on 22/03/2015 having IMEI No. 356552061164901. This phone had an incoming call cracking sound problem and so I approached the Samsung authorised centre at Master Care Services- Shroff Apartments, Sodawala Lane, Borivli (W), Mumbai 400092 (Tel Nos: 28924300/28924301) in April 2015. They have no record of the first visit although they clicked a photograph of the IMEI Number. They checked it up and said it was a software issue. The problem continued and so I approached them again on 05/05/2015. They said there was an issue and that they had replaced the Motherboard and A/R. On 09/05/2015, I again took the phone to the Service Centre and again they said there is no problem and returned the phone. The problem still continued and on taking up the issue with your call centre, the reply I got is it is an electronic gadget and this could happen. Once again I took this phone to the Service Centre on 26/06/2015 and till date 12/07/2015 even after repeated calls, they just inform me that they will get back to me and that their Manager will contact me and so on. On 11/07/2015, I personally visited the Service Centre only to be told by the Area Sales Manager that the unit will be returned in 48 hours after replacing the Audio Unit. Your Service Centre people have been harassing a Senior Citizen by making them come to the Service Centre on more than 5 occasions and making innumerable phone calls. The last person from the Service Centre I spoke to in person is Dipti (8767587419) who has promised to get the unit by 13/07/2015. I demand that this instrument be replaced as this phone is a new instrument purchased by me which has been repaired by Samsung replacing the motherboard and audio units twice in warranty. Kindly refer to my earlier email on your website www.samsung.com/in/support I am attaching the Purchase receipt and the Service Request Forms.

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