Complaint Details

Status	:	Closed
Complaint No	:	0061972/2016
Category	:	Telecom
Date	:	06-06-2016
Subject Line	:	Mobile under warranty denied repair
Complainant	:	Mobile under warranty denied repair
Address	:	Sainikpuri Hyderabad
Complainee	:	Samsung
Address	:	Tolichowki Samsung Store

Complaint Details
I happened to buy a Samsung Mobile (Galaxy Note3) pricing @ 30,000 in November 2015. It’s been hardly 6 months and my mobile has stopped working all of a sudden, when I went to the Tolichowki Samsung Service Centre and explained the problem, the executive examined the phone and asked me question like, was the phone exposed to water or was dropped from a height which might be the cause of the problem. I said no, as that was true.
I explained them that the problem started out of the blue and it was not because of any impact to the phone either by water or by dropping it. The executive them said, must be a software problem, should take a couple of hours to fix it and assured me a call back. Hours passed, there was no response, which was expected, so I gave a call myself and the agent there replies it’s not software problem, but the motherboard of the phone is crashed and it cannot be claimed under warranty as there was external damage to the phones rim (This damage was caused almost 5 months ago where I accidently dropped by phone to ground from a height of like 3 feet, it actually slipped from my pocket, since there was no back cover safeguarding the phone, the damage took place. It was a minor damage though to the external body and my phone just worked fine even after that) the store supervisor says that warranty cannot be claimed because of this damage. My point is, how would an external damage to the phone that to 5 months ago can lead to mother board crashing. The amount they offered me for repair was rupees 10,200 to get a new mother board fixed, why would I spend 10k for a 30k phone when it is eligible for warranty. If that is how it works, then why does Samsung offer such costly phones without proper support? Further, when I asked for explanation, the store supervisor Rajender was so reckless and reluctant in hearing and answering to my question, it was such a bad experience I had for the cost of buying a Samsung Mobile. Who does protect the consumer rights in situations like this, I am hoping that this team would take proper action and get a feasible solution for my problem.
Further, when I expressed my dissatisfaction by telling him I will launch a complaint under consumer forum, he was like go do what you want to, I have handled hundreds of such complains and I am still here.

Further, I visited another service centre at Sainikpuri (Padma Communications) where I was told that the mobile is all good and doesn't seem to be a mother board issue, and even if it is a mother board issue, they can get it fixed under warranty.

Now this has become a real concern, how can the Tolichowki store say that this is a mother board issue and the other store says it is not. Further to it, the towlichowki store has closed this with the job sheet or whatever it is, saying it is mother board issue. Now the Sainikpuri store guys are obliged to take the case as the Job sheet is updated in the system. I was told by the Sainikpuri store manager that I need to call up the samsung customer care and raise the concern so that they will sort this out and post which this can be taken as a new case and get resolved. I called up the customer care on Saturday, the agent said the supervisor will get back within 4 hours, its been 2 days again, no one responded. I called up today again, the same story repeated.

Below is the note I just just to Samsung: This is really very surprising as to how such a big brand SAMSUNG can deceive innocent customers. I called up the customer care almost 6 times and all the while the agents promised a call from supervisor today. But my last call a few minutes ago, I was told by the agent that my first call which as on June 4th, the agent has actually scheduled the call to be on 7th, now the agent says I will receive a call tomorrow, which is not sure either. Now this is heights, I have lodged a complaint in 2 of the consumer protection boards. I am not going to stop here, my next step would be posting a complain in the news paper weekly complains section and also social media. If this is how such a big brand is going to treat its customer, then the customers need to be behaving the way I do.

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