| Address: | Ernakulam, Kerala, 682036 |
Dear Sirs,
I bought a S 7 EDGE on 23/ 06/ 2016 at a total cost of Rs 53, 500/-, the best Samsung phone at the time. Scanned copy of the Invoice is attached.
On 24 Dec 18, my phone exploded while I was listening to music. I was fortunate that I did not suffer any physical injury. But my phone split in to two, battery bulged and the display and back cover was completely damaged. The explosion could have caused physical injury and fire, and collateral damages.
I chatted with Samsung Customer care on 24/25 Dec 18 and I was advised to contact the local service center at Ernakulam (Kochi), Kerala. As advised, I immediately contacted the local service center and submitted my phone on 26 Dec 18. Acknowledgement of deposit of phone with Job ID [protected] dated 26 Dec 18 is attached.
I have since had no response from the local service center. I stated that the phone was a faulty product and I felt that I was cheated despite going for a premium product, which I hope means that I am a premium customer. Enquiries reveal that there have been numerous instances of the SAMSUNG phones manufactured in 2016 having exploded. So I feel that the phone should be replaced free of cost with a similar model, considering that I have been a loyal customer, as well as a premium customer of SAMSUNG Mobile Phones. I would prefer not to have the same model of the phone, as I am now scared that it will explode again. Numerous attempts to contact the local service center did not yield any result. They kept insisting that the case has been referred to their Head office (Chennai?). I am attaching the screen shot of my chat with Samsung Customer also. Please zoom in using the mouse. Tracking as on date Shows that my case is STILL IN PROGRESS
I can forward recordings of the conversation with the local service center as well as pictures of the exploded phone on demand or you can obtain the same from your local service center.
It is now one month since the incident. I am really disappointed that Samsung has chosen not even to contact me.
I hope you will respond to me at the earliest, with a fair proposal.
Warm regards,
Mrs Loney Jacob
+91-[protected], [protected]@hotmail.com 24 Jan 19
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