Request for replacement for my brand new Samsung Galaxy S7 Edge
[bought on April 11, 2016] [IMEI No: 357327/07/045314/3 IMEI No: 357328/07/045314/1]
The device worked well for a month.
On 22-05-2016
Mobile hanged and did a hard reboot by pressing the volume low button & power button continuously
On 24-05-2016
Experienced a peculiar problem like
** The display blinks between the home page and Lock screen OR
** It blinks between Wake up and Lock Screen.
** Some time the screen of Reset, PowerOff, Emergency mode also comes in-between.
On 25-05-2016
Visited the Samsung service [TVS] @ Velachery. At the time of waiting, did a hard reboot. Worked fine. Told this to them. They said it may be due to software issue and if it gets reinstalled, the issue may not arise. Since I was on my way to office & the mobile worked on reboot, I told them that I will come by saturday to do this.
On 28-05-2016
I went to the same service [TVS], they did a software update and found that the issue exists. Then they told that it may be a power button problem. To ensure this we need to open the device. They put the job sheet and asked me to wait and there goes off the power and the centre did not have any proper power backup. I sat there for 15 mins and at that time noticed several unprofessional incidents happening around. I got my fear and asked them to return my device. They took back the job sheet from me and returned the device back. I took a photo copy of the job sheet and left.
The mobile starts working without issue within couple of hours. But I decided to take it to some other service centre. So, that day itself I came to the Ascent Samsung Service Centre, Nandanam.
There I explained the whole episode. There they said the same software update stuff and did an update. I spent almost 40 mins sitting there and working on my mobile after the update
. It was working good and with a smile I left the place.
Again on 07-06-2016 the same problem occurs again. I was not able to use my mobile. But I took the video of the problem through another mobile, so that I can show the issue to the service people if my mobile fool me around.
On 08-06-2016
As expected the mobile worked fine in the morning. Visited the service centre by 10AM. Showed the video to them and explained. They said they need to replace the board. And I asked for a replacement. They said they cannot do anything since the policy on replacements is 7 days. [I wonder how they arrived this 7 days]. Also they suggested to talk to the Samsung Care line [180030008282]. I called them and explained the entire story [this time I was drained] and asked them for a replacement. They said that I will get a call back within 4hrs [I called by 11AM]. Also they told to give the mobile to the service station and to get the job sheet. So that once I receive the call from samsung we can decide on this. So I left the mobile and came back with the Job order: Samsung careline ref no:
10-06-2016:
I called the service station and enquired whether they get any response from samsung care. They said NO and they are they that if the display is changed the problem will get rectified. But they are not saying this on confident. Seems like just a try. No one have replied from samsung yet.
Request:
Samsung has served me a FAULTY MOBILE. I am a customer of samsung right from 2003 on various products. I have Samsung Microwave, AC, etc., in home. My last phone was Samsung Note 2. It was working good for more than 3 yrs and changed to this S7 edge only because of the previous good experience with Samsung. But after buying this phone I was totally shattered with the hope on samsung. All I want is to replace the phone with a New One. I am not a customer who simply asks for a replacement. Its just 1.5 months from purchase, I was handling this with extreme care, I didn’t make any physical damage, so I feel I am totally deserved to get a new replacement. Hope samsung will play fair on this. I donot want it to be serviced.
Some concerns after this service centre visit:
No proper trained technical service people:
In TVS service they said ‘Power key’ problem.In Ascent service they need to replace the board. I presumed its only by guess and try. Because I invited the customer facing counter person to show the view to the service guy. But it didn’t happened.
It took almost 40 mins for them to give me a standby mobile with 10% charge in it and it drained before i reach office [its a 20mins drive]
Service visits history:
1st Job sheet No: 4214924 989 [TVS Electronics Samsung service, Velachery, Chennai] [but not did anything, got my mobile back due to unprofessional staff behaviour]
2nd Job sheet No: 4215548116 [Ascent Service, Nandana, Chennai]
Samsung care line ref no: 8452951811 [Called on 8th June, 10:50 AM. Rep:Tara]
Received a call from samsung support [Ref No: 8436251884. Received on 8th June, 4:20 PM. Rep:Swetha]
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