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Samsung Support Ticket - Harassment by Samsung

Samsung Support Ticket

Harassment by Samsung

Created By: raveenminhas's Picture raveenminhas Last Reply: raveenminhas's Picture raveenminhas
Priority Level: [Emergency] Status: [Open]
Created: 7 months ago Last Updated: 7 months ago
Department: General Replies: 0

Dear Concern,

At the onset I would like to Thank you, post your intervention the
customer support team has finally started looking into the matter.

I received a call from the CEO’s desk on 23rd April 2017 that I shall
be provided with a solution for the entire issue. However, post that I
have been sitting and waiting for a call back from them regarding a
solution.

Additionally, would like to bring into your kind notice about the
problems yet being faced by me.

Since the last 4 days I have received numerous calls from the samsung

customer support, email support, service centre, etc. I have over time
explained the entire scenario to over 6 people again and again.

In the entire process while I was contact by the Samsung customer
support office in Delhi by Mr. Mayank (011-333184586) after having
explained him the entire episode in detail. After having spoken to him
Mr. Mayank was also of the opinion (can be rechecked from audio
records of the calls) that the service centre executive was at fault.

However, from my assessment frim discussion with Mayank I concluded to –

· I was not made aware by the service centre that if the back
glass gets replaced the new back glass would not have any written
information on it regarding details of my handset such as IMEI number,
Serial Number, etc.

· The service executive did not take my consent that if he
attempts to change the glass and in case he cannot fit the new glass
the refitting the old one will casue more damage to the phone (more
broken glass, finger print scanner stops working, they would scrape
the chrome panel, etc.)

After having discussed the same with Mr. Mayank, within 2 hours I get
a call from the same office by Mr. Ankit to who told me that he will
be handling the case going forward.

Having accepted the same I again explained to him the entire scenario
in detail post which he concluded that he would get into details of
listening to the audio recordings conversations I had with the service
centre. I was finally satisfied that post having done the same Mr.
Ankit would now take some action against the customer harassment that
has been happening.

However, after having a word with Mr. Ankit yesterday and receiving a
very un-satisfactory response from him I requested him to share the
audio recordings with me as well but I was told it is company policy
that the recordings cannot be shared. Respecting the company policy I
did not ask for the recordings again.

Further, IT IS NOT OK DAMAGE A DEVICE EVEN MORE WHEN THE SERVICE
CENTRE RECEIVES IT. AFTER SENDING THE DEVICE TO THE SERVICE CENTRE
HERES THE PROBLEMS LISTED BELOW –

FINGURE PRINT SCANNER NOT WORKING

DEVICE BACK GLASS EVEN MORE DAMAGED (WITH MORE CRACKS, MISSING PIECES OF GLASS)

CHROME PANNEL HAS A HUGE DENT (INTENTIONALLY SCRAPPED)

THE SERVICE CENTRE JON SHEET CAN BE CHECKED IT READS “BACKGLASS OF
DEVICE CRACKED” WHERE DID THE DENT COME IN FROM????? WHY DID THE
FINGER PRINT SCANNER STOP WORKING??? WHY IS THERE MORE CRACKS ON THE
BACK GLASS????? WHERE IS MY WRITTEN CONSENT THAT I AM OK WITH ALL THIS
HAPPENING TO MY PHONE IF I SEND IT TO REPAIR???

I have concluded the following –

Samsung executives take zero responsibility towards mistakes made by
them, in turn, try to manipulate the entire story to turn it to their
benefit.

Having spoken with various executives I have been disrespected again
and again for a mistake made by the service centre engineer. Instead
of taking responsibility and owning up to making the right to the
mistake I have been told to wait till something is decided. What I
don’t understand is why such a small issue of a mistake made by a
Samsung engineer is taking so long. It has been 4 days and yet I am
being told to wait for more time that too after it’s drastic mistake
made by the executive.

As per Mr. Ankit it is “OK and expected” that in the case where the
executive is trying to replace a back glass of the phone it was
envisaged by them that it would have caused more damage to the device.
WHERE IS MY WRITTEN CONSENT ON THIS? Did I agree to receive a more
damaged device, in case the repair did not happen??

I am really fed up after purchasing your “flagship” device of 2017. It
has been the worst customer experience and would strongly not
recommend anyone to buy a product of Samsung after having going
through such a bad customer support experience for a FLAGSHIP Device
of the year.

The only reason why I purchased such an expensive device was because I
expect a certain level of quality and customer support which clearly
is not in this case. The service executives have created undue stress
which has made my experience of purchasing this device the worst since
I have purchased the device.

I have also been approached by third party organisations
(myshikayat.com, online consumer complaint resolution services who are
happy to assist me in taking legal action against the harassment I am
facing. However, before I take such huge steps I would like to hear
from Samsung itself the kind solution they propose for the damage
caused to my device and unrequired mental stress.

I request your intervention into the matter to come up with a solution
to the broken device sent to me and the damage caused to my device by
the Samsung engineer. I have had enough discussions with the
executives of email support and customer support and hereby want a
solution by end of day today.

My Kind Regards

Raveen Minhas

9999092452
raveen_fateh@hotmail.com


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