[Resolved]  Samsung India — loyal customer - harassed by the services of samsung

Address:	201301
Website:	www.samsung.com

Dear sir/madam,

This is to bring to your notice that i am a very loyal customer of samsung and have been using almost every gadget of samsung for past 10 years.

But this time felt like cheated and harassed for the very first time by samsung mobile unit. The story goes like this:

I pre-booked samsung note-7 last year in the month of august as i was so very excited about the phone and was already using note-3 and was looking for an upgrade.
Unfortunately the phone had problems and it was not delivered to me and i was forced to buy galaxy s-7 edge without any benefits on 4th sep-2016 as i have been very loyal to samsung and never wanted to shift but for sure disappointed for not getting which i had been waiting for almost 6 months.

Although i had compromised with my choice but still since i never wanted to leave samsung so tried adjusting with the phone i bought. Now suddenly in the month of november 2016 i got a mail from samsung stating that all the customers who had pre-booked note-7 which could not be delivered and bought s7 will be given some benefits like free bluetooth and vr and one time free replacement of screen at the cost of inr 999/- so i also registered for the same and was happy with the compensation given.

Since i have a export business so i had to travel abroad to african continent in zambia from 9th aug 2017 to 15th oct 2017 where my screen got broken and i started searching for a service centre to get it repaired, and to my utmost surprise there was not even single centre to get my phone repaired and was not left with any choice other than wait to come to india to get my phone fixed.

When i came hear and tried contacting the service centre i asked them to change my screen under the offer of one time replacement @999/- for which they refused stating that the warranty has expired. I tried explaining that the offer was given to me in nov 2016 which still has time but they said that the offer was only valid for 1 year from date of purchase and then i told them that i was not in the country and where i was did not have any service centre and just to get my phone repaired under warranty i would have not come back.

Still nothing happened and i placed a request with samsung care online to get my phone picked under the same scheme which in turn was checked and confirmed by an executive that the offer was valid on my phone for one time replacement and i was quite satisfied. The next day the pick up happened and in the evening i received a call again from the service centre that the offer is not valid on my phone and the screen will get replaced on chargeable basis. I was shocked to hear this and was wondering what has happened to samsung that for such a small thing they trying to harass a customer for no fault.

I again registered a complaint with samsung cc team for a resolution and i was told to wait for 48hrs for a resolution. Surprisingly even after 72hrs when no one came back i had to again call back to check what was happening and that is when i was made to speak to a supervisor who then asked to write a mail on this id for further resolution.

Now i want to request the samsung team to look into the matter and provide me with an amicable resolution for the same as i have been suffering big time because of this continues harassment being done with a loyal customer of samsung for no fault of me.

If required i can provide you with my travel tickets of the said period and considering the fact that the country where i was did not have a samsung service centre and i being a loyal customer i bought the phone when there was no offer and it was given late to me in the month of nov-2016 the case is requested for an exceptional approval under the same scheme of one time replacement of screen for inr 999/-

Hope to hear an affirmative reply from the samsung team soon.

The case details are as below:
Bill no: [protected]
Model no: sm-g935fzduins
Imei no: rz8h716cp8f ([protected])
Date of purchase: 4th sep 2016
Date of submission to service centre: 26th oct 2017
Service centre: [protected]-hcl services limited, d-1, sector-3, noida

Thanking you in anticipation.

Regards,
Sudhir kumar singh
[protected]