I wish to bring to your kind attention to the complaint filed by me with “National Consumer forum” against Samsung India for their inability to rectify the problem of “Overheating” and “Battery discharge” for normal usage (despite repeated services by Samsung service centre).
SAMSUNG INDIA ELECTRONICS PRIVATE LIMITED
Mobile Serivce Head
20th to 24th Floor, Two Horizon Centre,
Golf Course Road, Sector-43, DLF PH-V, Harizan Colony,
Sector 43, Gurugram, Haryana 122202
I purchased brand new Samsung Galaxy note8 handset for Rs. 68,000/- in EMI Scheme on September 24, 2017. I started noticing after few months (June 2018) battery discharge very fast with this handset. i.e. if I charge my handset to 100% in morning and use it for 1.5 hrs for normal phone and what’s app usage, the battery use to discharge fully by afternoon and I am forced to put my phone again for charging. Samsung claim for this handset battery backup is having 22 hours of battery backup for normal uses.
In June, 2018 I took this mobile to “Samsung Authorized service centre – R Logic Technology services pvt. Ltd, Show room no1, ground floor, Pride, Bangalore -560027 (Tel: 080-43560904/08043560903)”, with above problem. On receiving my complaint, they kept my phone ideally for 3 days and when I called them they just replaced my phone with a new battery and did not bother to check the status of my complaint personally to test back whether problem is shorted out. They assured me that phone now has battery backup which should work for a day for normal usage. On this oral assurance I took my phone back. Also would like to inform you when we submit phone to service centre we get Acknowledgement of service request copy. Service centre did not provide customer copy back with anything. So that shows customer will not have any black and white record. My complaint was closed it at their end (without giving me any document) when I asked for service copy they said it company p! olicy we do not provide any copy of complaint.
On their assurance, I started using this phone but I continue to face the same problem of battery discharge and I re-approached Samsung service station with my Second complaint on same problem during August, 2018.
I literally sit with them and showed the Service centre personnel how battery is getting discharged in my handset. They agreed and took the handset for observation. After keeping it for observation they identified the issue of battery discharge was due to “Software” and they upgraded the software and returned the handset to me for usage. This time too they assured me that the problem is rectified and I will now get at least a day’s battery backup. Trusting this I took my phone back and started using it.
On using my mobile after first service, “Battery problem” was persisting and it drains within 1 to 1.5 hrs. of normal usage. I could not use my phone for more than 1.5hrs. for normal usage. Also I started getting new problem when phone keep for charging it is getting overheating some time. It was beyond the normal heating, as could not keep my phone near ears due to overheating.
For third time I approached “Samsung service” station on 24th August, 2018 and informed “Samsung service centre” of new problem. They did not turned to pick the handset for about 10 days then I again call their customer care and phone was picked up for service from my residence on 9th September, 2018. Also the Engineer who picked my handset personally confirmed that your handset is overheating do not use this handset and give it to Service centre as it may have other impact on phone’s stability. The phone was given to “Service centre” for third time with same problem after assurance given by Samsung service engineer “everything is fine” consecutively for every service as of that date.
On taking my phone, they deliberately kept my phone without servicing it for weeks. After my follow up they started making excuses like they do not have proper tools to test for heating. It will take some time to resolve. When I followed up after week they were ready with another excuse stating they are waiting Engineer to come from Head office to test this phone. I again waited for their response. Finally in the month of October 1st week they called me by stating that we tested this phone by playing games, browsing internet etc. This phone has high resolution phone so you will get less battery backup and it was heat some time. I should take back this handset as they did not found problem stated by me.
I asked them how much battery backup they are getting and status on battery heating. Till date they are responding by stating “IT IS A COMPANY POLICY THEY CAN NOT DISCLOSE NOR GURANTEE BACKUP PROBLEM IS RESOLVED” and I must take the phone back.
I have approached Samsun service centre, brought this issue to their Delhi Head office and escalated to their CEO (of Samsung) Mr. S. C. Hong and followed up with their Consumer complaint portal of Samsung to get resolution with no solution to my problem. Samsung consumer portal straight away closed my complaint without looking into it. In order to dispose my complaints they have never responded what is the current backup time or heating problem resolution till date. Their customer care is now giving me in writing that my Phone warranty is over so they will not REPLACE it or REFUND THE Cost to me.
They are not able to solve Battery problem (after repeated complaints) nor are providing evidences that my reported problem is solved and will not reoccur again. Instead their representatives respond that my warranty period is over and they will not rectify nor refund any money to above faulty handset.
This has caused me unavoidable inconvenience, mental harassment and cut off me with my acquaintances which has put me to financial loss but management of Samsung is totally indifferent and unconcerned to my harassment and mental torture. I therefore pray that the company may be ordered to REFUND MY MONEY OF the mobile set and pay Rs. 25000/- for inconvenience and harassment caused to me.
1. Follow up with Samsung customer care website for problems faced by Faulty handset
2. Email communications / reminders sent to Samsung offices, CEO for above problem
Dear i have raced service request for the Samsung top loading regarding water supply Still there is no call regarding service
I have called service on 9 TH of this month still no service Request number : 4270465680,
Reference number :180040-SAMSUNG(7267864)
Hi, I had bought the best phone launched by your company in 2017. The phone worked fine till sometime and then started creating following problems –
1. The images do net get stored / reflect in the Gallery after photograph has been clicked – this happens for 50% of the time.
2. Need to close all app’s 3 times before the photos can be taken again and they get stored / reflect in the Gallery.
3. While accessing Gallery, the phone exits / jumps the gallery and comes back to the home screen.
I have visited the Samsung service center (Vasavi Communications, Yelahanka, Bangalore 560064) twice and they did the following –
1. Load the software again on 19th Sept 2018 but no improvement. 2. Visited center again on 6th Oct 2018 – (Bill no – 4270141248)
a. Moved the phone to Safe mode to see if any improvements, but no improvements. b. Tried to run the diagnostics but did not find any issue in it.
Since the 12 month period of buying is approaching soon, I would want you to record this case so that it does not create any issues of out of warranty period.
I have spent hefty amount on this phone when I moved out of my Apple i6 and would expect it to work seamlessly for at least 2 years. Therefore, I seek immediate replacement of this set.
Please feel free to write to me on this address or call me on the below no . in case I do not hear from you in a couple of days, I will be writing to the India CEO – Mr. HC Hong.
I purchased a Samsung refrigerator on 1July 2018 for around Rs.43000. With in 20days refrigerator is not cooling. I registered a complain on 25th July 2018 there is nothing can be done so I ask for a replacement.
Got a replacement on 20th August 2018 severely damaged registered a complain on 21st August no response till 30th August. Again registered a complain on 31st August no response till 11th September.
On contacting customer care I need to tell the whole story again and again but no one is providing a solution. Spoke to service centre incharge Bala (98844 55368) he says it’s against company policy they can’t give refund. Gives me manager no(89399 93163) this guy doesn’t pick up the call inspite of calling nearly 5 to 6 times.
I have bought a used product for 43000 that did not work for even a month. If someone can help please do so I have given my email at [email protected]
Recently, around 12-July evening (IST timelines), I thought my refrigerator (Samsung Refrigerator Model number RS552NRUA7E/TL & Serial Number 0CZ94ABH300124B) was not cooling efficiently as earlier. I didn’t want to get into any further issues and hence I raised a request on 13-July. The reference number was 4264547524. I was at work when I got a call from a technician who I told to come later in the day because I wasn’t at home. He didn’t mention anything but disconnected the call. I didn’t hear from Samsung again and since I was busy and the fridge working fine, I didn’t pursue Samsung. Around 31-July, I once again saw a degree in cooling or I thought there was a decrease and hence began following up on my complaint/service request. Apparently, it was closed mentioning that the customer had cancelled the service. This was totally false. After numerous follow ups, I contacted the multiple folks, right from email to CEO’s desk, chat service, and the designate!
d service centre. After a lot of hassles and coaxing, I had one Mr. Basha visit our residence. He pulled apart the duct (I am not sure on the term) and said there is ice formation in the small gap and hence we have to switch of the refrigerator for 24 hours. He mentioned that he would visit our residence on 2-Aug. He came on 2-Aug and said its not the fan but a sensor which could be damaged and that it was in another part of Bangalore and would be available on late in the evening and hence he would come on 3-Aug morning. However, he didn’t turn up. Neither was he answering our calls. Finally late in the evening, he answered our call and said someone else was supposed to come since he is on leave. The cycle of follow ups followed from our end. After a lot of drama, another technician, Mr. Thyagrajan came and mentioned that he is not aware of anything but has been asked to replace the sensor. The refrigerator was working but was making a lot of noise. When we called him aga! in, he said he was away due to a death in the family and would!
come after a few days. By then the refrigerator had stopped working. So we insisted on a senior technician visiting us. Finally we had Mr. Laxman visit us. He came in and was flabbergasted over how the earlier technicians had messed up the fridge. He explained everything to us and infact trained the earlier technician too. Apparently the earlier technician had recommended a wrong sensor, while the second technician didn’t know what was to be done and had fixed it completely wrong. Mr. Laxman told us that he would order the correct sensor and also replace the duct that was damaged by the first technician. He also told us that the fridge would work perfectly for around 3-4 days and will slowly stop working. It happened exactly the same. He had asked us to call him after 3 days for the status. When we called him after 3 days, he realized that the service centre had not ordered for the sensor because the day we had told them that the fridge is working for time being. Now the!
y are making us run from pillar to post and coming up with a lot of stories on how the part is damaged. This is completely crazy. I was told to speak to Mr.Ramesh who is the ASM. He was ofcourse too busy to attend to our call. Not to forget that there are these auto generated messages that come once in a while and sometimes the customer support team (due to my constant emails) calls and asks us to repeat the entire story. As of today, 4-Sept, I am clueless on what they plan to do. False promises of calling back, giving ETA and what not is never completed.
I am Rashid khan from Jaipur, I purchased Samsung Galaxy J7 Pro
on 4-Jan-2018 from crazy electronics. They have sold me damaged set in the first few months of usage i have replaced its combo first time & my phone was completely dead 2nd time, these issues were solved under warranty.
But now my mobile has same combo issue again & the service center people are telling me that your mobile is physically damaged & could not be repaired under warranty.They didn’t even open my mobile & told me the set is physically damaged They misbehaved with me & told me that they will charge me 4500/- Rs to repair my mobile which is under warranty. my mobile has no physical damage as seen in the attached pics. job sheet no-4267860100