| Address: | Bangalore, Karnataka, 560003 |
Most Pathetic Service for A Flagship Mobile & Privileged Customer
Ref No. [protected]
Issue raised on 22nd July 2017, for a mobile purchased on 22nd July 2016.
Pink line on the screen, to which Executive advised troubleshooting and a repair within warranty if its a hardware issue. The tone of the rest of the service post second call has been most apathetic and as frustrating as can be. Now the escalation team is offering me discounts for the repair (not buying the previous communication) Even the mail service to CEO Office does not respond.
More importantly, this is an issue acknowledged by Samsung globally. In fact I learnt from the Service Manager, because of this issue Samsung has changed the Display Component of All S7Edge devices just 3-4 months back.
Just because phone is not blasting off and causing harm physically to anyone, this issue is not in the limelight (However one can google and find out how many consumers are samsung has replaced displays of so many devices in other countries even out of warranty cases for free.
Just To Summarize:
1. Issue was there much before it was reported and even If you go by absolute 365 Days Logic (Phone was activated on 22nd Evening)
2. One of the executives committed resolution (he represented SAMSUNG) and there is no reason I should believe others and not him.
3. No privileged customer like treatment, no stand by unit, no call backs, sick behavior by Escalation Team.
4. No reply from even CEO Office. Even Escalation Team does not answer calls. I leave a voice message and then they call back. Its been more than 10 Days - Without a Phone (And nobody even cares)
Desired Resolution:
1. Refund (Suitable amt which we mutually deem fit)
2. Replacement with some other device (I am not trusting S7Edge again)
3. Repair and then take it back as charity (if above 2 are not possible)
Phone is lying with the Service Center for 10 Days now.
I work in Top Management of an MNC and cant live without my data and contact details. Could not even take back up as screen was not working to choose options. Was not even offered a standby phone. This is when my records show more than 2Lacs purchase in less than a year.
God Help the categorised (un)privileged customers)
Hope this reaches someone!
Was this information helpful?
I am having a similar issue with my flagship as well, and the worst part is that the company is offering discounts instead of accepting their fault, neither the ceo is replying, nor am i satisfied with the resolution.
My phone is with the service centre since 2 weeks now,
I guess social media is the only way i can get them to listen to me now,
I am already looking for the top management team on social media and trying to get in touch with them in whatever way i can.
Will soon be posting on every social media on how Samsung is cheating its clients.
Let me know if you would like to join or have any other ideas/opinions.
Anirudh Thadeshwar
Thats exactly what I am going through & I guess the right step in this direction is to somehow escalate this to the top management. In the process of doing this. It seems Asian (Read Indian) Markets are always taken as granted by such MNCs. Since if you go through a few global community forums, SAMSUNG has openly acknowledgement this as product's fault and repaired it even when it has been out of warranty.
To tell you the truth, one of the service managers has also told me that the unit has been replaced for new units (a couple of months back). Lets just voice it together in all forums possible and get hold of their top management email IDs (please PM me your contact no. lets work on it)
Like in this case, I was shocked by this executive behavior named Mr. Mayank (PR Social Media/Consumer Portal Escalations).
He first said he ll take it up and get back to me and later said, we cannot do anything. Do whatever you want to... I mean being a customer I was more diligent and courteous expressing my opinions. Pathetic!