Location/place: New Delhi
Name of company/service: Samsung
I purchased Samsung Galaxy Grand on 10th March 2013, however from 2nd day onwards my phone was not properly working & I contacted customer care to fix it. when they were unable to fix it, they told me to visit authorized service centre. I visited NAJAFGARH service centre on 20th March 2013 and got my phone on 22nd March 2013. At that time service engineer told me that they have replaced the motherboard of my phone. When I had escalated this matter to CEO support team on 22nd March 2013, they arranged a conference call with service centre & finally they accepted that it was Service engineer’s mistake who has miscommunicated that mother board was replaced where as it was only the software upgrade in faulted cell phone. At that time I had accepted repaired phone with a verbal commitment, if I will face any issue in my phone, they will replace it.
I had faced many issue in my phone & again raised this issue with support team on 31st May 2013 and I had a word with them on 5th June 2013 however I was not happy with their response, their executive Shipra Midha Sareen contacted me on 6th June 2013 & agreed there was an issue with the handset & tried to get my approval to replace the motherboard (PBA) on 10th June 2013, however I insisted to get the phone replaced because it was a defective piece that was sold to me and I had responded the same to Shipra. Finally Shipra requested me to accept the repaired phone & gave verbal commitment that if I face any issue in future, she will get my phone replace however it has not happened even after reminding the same issue to her. when I didn’t get any proper response, I frustatly allowed Shipra to replace mother board. I received my repaired phone on 18th June 2013 and same day my phone was automatically restarted & also it was damaged.
When I faced the same problem again, I contacted Shipra on 5th July 2013 & their engineer (checked his id ) had picked my phone from my home & shown all the issue to his engineer. Shipra told me on 8th July 2013 that there was no issue in my phone. When I told her that I already shown all the issue to your engineer, she told me that person was only a delivery boy. I was not happy with her response, I contacted her manager (AJIT KUMAR) however much to my surprise I got a very rude response from him and requested him to provide some senior person contact details, he refused immediately and he responded on mail on 10th July 2013 that there was no issue in my handset. When I received your legal notice on 24th July 2013 at 18.30 pm, I got to know that my handset has a defect however much to my surprise that has been caused due to my improper handling. In this case either their executive both Shipra & Ajeet lied to me on mail or their legal consultant tried to manipulate this case.
I visited service centre on 20th July’2013 & their executive told me that there was no issue in my handset and my case is being handled by Corporate office.
Whenever a customer purchases any product, they always believes it to be defect free. They will get to know about any defect when they use that product.
I have never expected a brand like Samsung , known to be the leader in the electronics mobile phone industry would harass me to this limit that now they are also comparing me to their competitors in their legal notice. I have already been given so many commitment and none of those have really been fulfilled, and rather has become a mental trauma for me to chase Samsung officers to resolve this matter asap, which didn’t happened. It has been a very horrifying experience dealing with the service center, and customer satisfaction manages that I will remember for long.
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