Jul 02, 2013 04:27 PM
83145 Views
I have bought SAMSUNG S4 phone worth Rs. 40000/- from very first day when I charged the phone it was heating up I thought since it is charging for the first time there might be an issue but after checking all possible combinations I came to know that there is a problem with the phone. I wrote to their helpdesk and I was told to go to the service center. I just wanted to refund or the new phone. Why a customer will send a new phone for repair due to the manufacturing defect. I have raised several complains and visited the service center. I wrote so many mails to the CEO desk but all of them are till date bullshitting. One day they are ready to accept the mistake and on another day they keep saying we have to keep your phone for observation. They agreed that there is an issue but also kept on saying heating is a common issue “Do Samsung says this while selling the phone that there will be heating issues with this phone if you spend Rs. 40000/- do it at your own risk?”
They accepted there is an issue and I was told to collect the DO letter which is nothing but order to replace it with the new phone. Even after confirmation the guys in the service center continued to refuse because they said if it does not heat up when the phone goes to the company they will be charged the penalty. I don’t' know how can you solve the problem even after accepting there is an heating issue. The phone heats up so much that you cannot speak on the phone for a single second and they call this as NORMAL HEATING ISSUES. Who is responsible for my money back? Please see the transcript of my mail exchange with Samsung CEO desk MAIL SENT TO SAMSUNG CEO DESK ON 02-July-2013
Lack of governance and accountability:
This is the heights of a multinational company with ZERO accountability. After several mails and putting my case across to the CEO desk there is absolutely no communication from Samsung CEO Desk. When I stopped writing regularly I think you guys have thought the headache is over and no one needs to answer anything to the customer. You guys have not responded and solved my issue till date. My phone is heating up intermittently while using the Wi-Fi/ making calls. Now there is not even any curtsey mail or phone to provide update the progress.
This is the final warning to the CEO Desk and posts this I will move to the consumer court and print media and expose you guys with all the supporting documents and mails. I will make sure every Indian customer knows about this non sense behaviour and lack of accountability by Samsung. MAIL SENT TO SAMSUNG CEO DESK ON 26th June 2013
This is further to my 2 mails written on the CEO's desk. I was advised to reach out to the service center to show the S4 handset which is not working after 4 days of purchase. On 11th June I had to take a half day leave to reach out to the service centre because they close at 7 pm. After reaching and waiting for 1 hour I got thru the executive Mr. Vipin he checked the handset and agreed that the phone was hanging and getting heat up. He upgraded the firmware and said if the problem will not get resolved Samsung will give the DO letter for the new handset. The problem was not resolved because I was still having phone heating issues I could not take the leave and hence waited for Saturday morning. I was at the outlet at 9 am and was the first customer for the service centre. The executive Mr. Vipin again checked the handset and advised me that someone will observe the issue and I have to come to the service center in the evening. I stay 10kms away from the service centre and coming every second time because the person concerned is not there is a big pain and inconvenience for anyone.
I was very surprised to see the unprofessionalism and sloppy attitude of people on Samsung when it comes to resolving the problem. I have been sent from pillar to pole to get the problem identified for a Rs. 40000/- phone which did not run for even a single day without the problem and how there is refusal from Samsung to correct the problem. I was told by the executive that phone has some heating issues but I have to live with it since it is the company policy. Then why this kind of information is not written when the phone was sold to the customers. The best part of is I was told that someone will call me on Saturday or Monday morning to share the next steps and till now no one has bother to contact me. I was given service center contact No. which no one picks up. 022-28924301. I tried 20 times and no one picks up the Phone. Mr. CEO did you ever tried calling your service centers or ever visited to see the customer’s issues and the customer service by your people. Even after telling them that I wrote a mail to the CEO’s desk they were not bothering about the impact or consequences if they do not deal with situation properly.
I think no one is bothered to act on any single customer issues. Now I do not have my phone, no one had contacted me from the service center, I cannot contact anyone in the service center. Is my Rs.40000/- wasted and I have to be at the mercy of the service center to give my handset back along with the DO letter to issue me a new handset. Do you think after such kind of sour experience any one will ever buy your product? Do you think the impact is only to one customer or you think one customer like me can tarnish the reputation of Samsung on the social media and the news, if you think like this then I must tell you this is the biggest mistake any company will do when you ignore customer and try to treat them as a piece of s..t and the repercussions of unsatisfied customer will be far more than anybody will expect. I will not be available to take your call since I will be busy in the conference after 2:30 pm today. But you are welcome to call me tomorrow; if at all someone will call.
From: Samsung Customer Support Center
Date: Tue, 18 Jun 2013 20:42:34 +0900 (KST)
To:
Subject: [Re]4 days old Samsung S4 not working Dear Mr.Sanjay, Thank you for contacting our CEO's office. As per the telephonic conversation, we would like to inform you that your complaint is in process. We request you to kindly provide us some time, so that we can look forward to your concern. Thanking you and assuring you our best services always. Warm Regards, CEO's office
Samsung India Electronics Pvt Ltd. * Please do not reply back to this email message as this email address is used for outbound messages only. Mail to CEO desk This is further to my 2 mails written on the CEO''s desk. I was advised to reach out to the service center to show the S4 handset which is not working after 4 days of purchase. On 11th June I had to take a half day leave to reach out to the service centre because they close at 7 pm. After reaching and waiting for 1 hour I got thru the executive Mr. Vipin he checked the handset and agreed that the phone was hanging and getting heat up. He upgraded the firmware and said if the problem will not get resolved Samsung will give the DO letter for the new handset. The problem was not resolved because I was still having phone heating issues I could not take the leave and hence waited for Saturday morning. I was at the outlet at 9 am and was the first customer for the service centre. The executive Mr. Vipin again checked the handset and advised me that someone will observe the issue and I have to come to the service center in the evening.
