Location/place: Hyderabad
Name of company/service: Samsung
Subject *No response from head office despite repeated complaints
This is such a sad state of affairs to have purchased a Samsung S4, and then started getting repeated dropped calls , sometimes within 5 min, 10 min ,12 min, 18 mins and to my surprise for two instances at duration of 37 seconds and then one minute. I sent it to service center on 24th of July, and I was given the upgraded software and told that its working. But again, it kept failing. I sent it back to service center and this time they agreed that its a genuine hardware problem and offered to replace it. But I don’t want a replacement, as I spent nearly 41,000/- on this phone and won’t compromise on a repaired phone. I kept calling Samsung Customer Care @ 1800-3000-8282. But I was handed over a reference number and told that some one will call from HO. Then, after 3 days, I got a call last Friday (2nd August), that my problem was being discussed and the concrete decision will be told to me on 4th August. But no one bothered to call. I had been trying to reach the customer care for the past 4 days and every time they are saying that some one will call. This is causing me a lot of mental agony and pain. I must say that I am feeling cheated with Samsung. Its nearing one month of my S4 and sadly, the phone has spent more time with the service center than with me. The customer care person says that his supervisor at the call center will call me in 2 hours and then I never receive a call back. On calling again, I receive the same response. Its really really sad.
One of the customer care guy casually said that I have to bring the mobile within 7 days of problem to the service center to get it replaced. But let me ask, what if this kind of a unique problem exists in the mobile? What if the problem reveals its face after a few days. is it mandatory that this kind of problem will only come up and be detected by the customer within 7 days itself? Whats this logic, I can’t understand. As a matter of fact, once or twice I got the call drop in the first week itself, but thought that it may be because of any other reason. But only when the problem aggravated in the following week, I took it to the customer care.
Please tell me, what will I do with the mobile, when it can’t serve the basic purpose of making a call. Please make a note that I had the call drops, when I was talking to my doctor as well, which was very uncomfortable. And, I don’t want to face a similar situation, when I am discussing something very urgent with my doctor, in an emergency; and the call gets dropped.
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