[Resolved]  Samsung India — refusal to refund the money

Address:

Gurgaon, Haryana, 122202

Dear sir

This is just to inform you that i have purchased a phone samsung on7 (Model no. Sm-g600fzddins), through flipkart on 14/10/2016. From the day i started using the phone, to my dismay i found the phone to be utterly defective. The phone is taking more than 4 hours to charge and is getting drained in 8.5 hours (Even when internet is off and with no applications downloaded). The kind of harassment i am facing from the ustomer care department of both samsung as well as the service centre is quite obnoxious. The reference no. Of my issue is : [protected].

The facts are as follow:
I) on 14/12/2016, i took the phone to s care, authorised service centre of samsung, for repair since the phone is covered by a warranty period of 1 year. The next day i. E. On 15/12/2016, they informed me that they had found the battery to be defective and had therefore changed the battery. But after bringing it back home, i found that the issue still persisted. So on 16/12/2016, again i took it to the same service centre and they told me that they wanted to monitor the phone and would therefore keep it for a day and that i should come there the next day to collect it.
On 17/12/2016 when i went there to collect it, they told me that they had got no time to check my phone and that i should go there on the next working day i. E. On 19/12/2016. On 19th when i went, they told me that the phone was okay and that they just had to update 'install application' and it was fine. But the problem still persisted.
Then i contacted samsung customer care on their helpline. They told me that this time i should take it to another service centre for one last time. Even after that if the problem persists, then they are going to look into the financial aspect.

Ii) on 28/12/2016, i went to another service centre, sanchar electronics private limted, p-163, c. I. T. Road, scheme viim, ultadanga, kolkata -700054. On 03/01/2017, they returned the phone stating that now the phone was okay, no fault was found, just the software needed to be updated. Sitting over there only i found out that the problem still persisted. Then they told me that i should go back home, charge it fully, only then i can see that the phone is okay. But after doing every possible thing, the problem was still there. I spoke to samsung complaining them of the same. They suggested again that i take the phone to the service centre one last time and get it repaired. I wrote an email to samsung. Ms. Shikha from samsung called me back, listened to my issue and suggested that i take the phone to the same service centre since this time samsung would be monitoring it from their end and that they were going to put a senior engineer to look after this case and even after this if the problem persists, then they would look into the next course of action.
I went and submitted the phone next day at the same service centre on ms shikha's advice. There i made engineer shailesh jaiswal sit infront of me and monitor the phone along with me after which mr jaiswal accepted that the phone had a problem. I emailed to samsung once again to update them. Ms shikha called me back stating that the problem had been detected and that the motherboard had to be changed and that once done i would be informed by the service centre to go and collect it.
On 03/02/2017, when i went to collect it at the service centre, they gave me a fresh set of adopter and a data cable and claimed that they had changed my motherboard. But even after that the problem still persists.
So the next day on 04/02/2017, i wrote an email to samsung to inform them of the issue highlighting the fact that now since almost all the parts have been replaced-the battery, the motherboard, the adopter and the data-cable - and still the problem persists, it proves that it is a manufacturing defect and that the phone should be taken back and i be refunded.
On 05/02/2017, ms. Sunaina, from samsung, called back and arranged a conference call amongst us-mr. Rajesh, the service centre head, she herself and myself. Ms. Sunaina told mr. Rajesh to replace the phone since they were getting repeated complaints which was not to be appreciated. Mr. Rajesh was reluctant to do that, he said he would not commit before he had a word with their area sales manager and that i should visit them again to submit the phone.
Next day on 06/02/2017 i went there and submitted the phone telling them that i had come to return the phone and they should facilitate my return. They said they would get back to me. After around 4 days they sent me a message stating that the phone is repaired and that i should collect it. When i called them they said that no fault had been detected and there behaviour was tooooo harsh. I told them now i would like to deal in the legal way and hence they should keep the phone as of now.
Since then a number of telephonic conversations have happened between samsung and myself, and on 16/02/2017 mr neeraj from samsung went on insisting that since the phone has been repaired i should go and collect it to which i asked where does the question of repair comes from when these people claimed that they had found no fault!! I told him that it is just a repetion of what has happened for so long, if i collect it i shall see that the problem is still there, again they will ask me to submit it for one last time and again they will say it has been repaired so come and collect it. So this time, i am going to deal with it legally to which mr. Neeraj said that since the warranty period is of 1 year they are going to repair it for as many times as possible.
But i am sure because the warranty period is of 1 year, one cannot expect me to run from pillar to post for 1 year after which samsung will say that my warranty period has expired and so they cannot do anything.

Then i wrote to the ceo by email. After this, i started getting phone calls from both samsung customer care and the service centre trying to pressurise me to go and collect the phone which i declined. Then i received a final mail from kanchan sinha of samsung that they would not refund me the amount or do anything since they had not found any defect with the phone! Then i sent letters to the ceo, once by speed post and twice by registered post but till date i have not received any response from him.

As a customer i have co-operated enough number of times. Now it is high time for the company to cooperate with me and refund me my amount. The phone has a manufacturing defect. All the more, now the phone has passed through so many hands. So only refund is what i can look at.

Would request consumers forum to look into the case so that my issue gets resolved.

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