I purchased a Samsung galaxy tab s8 (wifi) model from your Online Samsung Shop on June 20th of 2022. I received the tablet on June 22nd through Bluedart courier service which was billed and fulfilled by Savex Technologies, Rajasthan. The tablet I received was bent (on the long end towards the camera side), the defect was un noticeable till I attached the s pen to the tablet and saw a gap between the pen and the tablet after the tablet was activated to test the s pen that came with it. This was clearly a Manufacturing defect and I immediately called the Samsung customer care and mentioned the defect. The customer care executive told me that he has raised a ticket regarding the issue and will send an email to which I had to attach the images of the product. I did the same. The tablet I received was by 5:30 pm on June 22nd and the issue was reported within 30 mins.
The email to which I have replied is. :
The customer care executive assured me that they will get back with an answer by 24 to 48 hours. The email that was sent did not include a statement asking me to go to the nearest service centre. Once I shared the images, I got a reply after 2 days mentioning that the tablet was activated and could not be considered for refund or replacement. Again that email did not contain anything mentioning me to go to the nearest service centre. I called the customer care again mentioning about the issue that I got such a reply, your executive again mentioned that “Sir, ill create another ticket mentioning that your tablet was activated and the issue was found only after that”. After that call again I had to wait for 2 days to get the same reply mentioning that the tablet was activated and was not possible to return or refund.
I made a third call to your customer support stating the issue in which your executive mentioned asking me to go to the nearest service centre after making me wait 6 days, and he also mentioned that he shall talk to the customer service centre representative regarding the issue and come up with a solution. I took the tablet to the nearest service centre (SRI Vari Samsung authorised service centre) and made the service centre representative talk to your customer care agent (Muthu). The service centre representative was clueless and didn't know what to do and they did not come to any resolution. The service centre representative asked me to go to a different service centre(which was shocking), so finally the next day on a Sunday of (2nd July 2022) I took my tablet to ABM delight, opera house in Bangalore.
The service centre manager in Opera House did not know how to resolve the issue and told me that they would create a ticket and asked me to use the ticket id to talk to your customer care person to resolve the issue. That same day I even contacted your customer care and the executive that was taking care of my issue (Mr. Muthu) was absent and a female representative asked me to call back tomorrow and that she would also register a complaint and raise a ticket regarding the same. The ticket was raised and the tablet was handed over to your service centre (ABM Delight, Opera House)
After 2 days, the service centre called me to ask if there were any updates whether I called the customer care, they wanted to close the issue as soon as possible. So after that I called the customer care again and escalated the issue to their supervisor (Prasanna) at roughly 12pm in the afternoon on 6th of July 2022. He assured me that he would get back to me in an hour after consulting with the ABM delight service centre. I did not get an answer back till 5:30 pm in the evening the same day. So I called the customer care again to check with the update, they told me that the issue has been escalated to the Head Office and a representative from the Head Office will contact you regarding the issue.
After that is when Ms. Deepa, Sr Executive, customer experience contacted me on 8th, July 11:14 am. I told her the entire story and the events, shared the purchase bill with the service centre on 8th July 12:58 pm and again shared the purchase bill with Ms. Deepa on 11th July 2022 on her request on the same day after a call. Today Ms. Deepa calls me and says that the tablet would have been mishandled and it has to be repaired and i'll have to pay Rs. 18247/- approximately, asking me “Why don't you take the tablet to the service centre as soon as the issue is found.”
I told Ms. Deepa that I called the customer care within 20 mins of the delivery and reported the issue and shared the images, the tablet is intact, not a single scratch and the screen is not broken or there are no sorts of any screen break. The tablet was bent on the long end of the camera side and was fine on the other end.
Ms. Deepa, still without proper due diligence without knowing if any of your customer service centre representatives mentioned to me to go to the nearest service centre, immediately claimed that nothing could be done regarding the issue cause I did not act fast and go to the nearest service centre. I have an email copied for which none had a statement asking me to go to the service centre and only on the 3rd call after 7 days I was asked to go to the nearest service centre .
Why should I pay the price for something that was a defective product, I’m sure on my stand cause there is no way to bend the tablet without breaking the screen and Samsung claims that their s8 tablets are 40% stronger than their s7 tablets.
I'm writing this email to the service head the CEO of Samsung India as a last resort and hope the issue will be resolved otherwise I don’t know what to do other than take legal action on this issue. I have proofs from my end regarding the issue and the reports that I have made to Samsung, but Ms. Deepa was not ready to share the proofs from Samsung’s end.
Hope I get a resolution to this issue and this issue is not un noticed.
Further details regarding the same will be shared if required and explained if needed on a phone call on the events that took place between me and the Samsung service / customer care representatives.
This is very sad to know that a world renowned company comes up with a solution without proper due diligence and the customer has to pay the price for it.
It's been weeks and I’ve already lost a lot of things that were dependent on the tablet.
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