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I had purchased a samsung galaxy note 8, ordered on amazon on 20th january 2019 by paying an amount of rs.38, 500/-. Within 1 month of purchase my phone started getting green screen abruptly. It had a light bleeding issue from left side of panel which is a known issue. This green screen issue was again seen few times intermittently. Again after 7 months of purchase, green straps and sometimes full green screen was seen intermittently and this remained constant for few days after which i lodged a complaint with samsung customer care on 5th september 2019.
I was told by customer care that a service center person would visit my place for inspecting and collecting the phone on 7th september 2019. But that did not happen. I waited for entire day but no service center person visited. After few days, i called the customer care it was lied to me that the service center person visited my place which actually did not happen. Clearly this was manipulated. I have a call recording of this. Again i waited for so many days but there was no communication from the service center.
I again lodged a complaint with the customer care after which they said that service center person will contact me and then they sms the service center number to me. At first service center was unaware of the complaint but they listen to my issue. I get a call from the service center (Mobile technology, goregaon, mumbai). Again, service center person did not come to collect phone for inspection at my place but instead one lady named mrs. Mekha called me to send photographs of the issue via whatsapp. After i sent the photographs, she acknowledged that there was a green screen issue and asked me to visit the service center after the display part was received. (It was their duty to visit my place but they didn’t.)
It was told to me by mrs. Mekha to take backup on 14th september 2019 as the display part arrived and on 15th september around 2 am, when i was taking the backup, i had kept the phone on table. Unfortunately, the phone fell from the table which was less than 2 ft. The screen got cracks inspite of being gorilla glass 5. Clearly this was a faulty gorilla glass which was on my phone as even phones without gorilla glass doesn’t crack like this at such a short height. The display issue still remains with the phone functioning properly with green screen coming intermittently, but when i called mrs. Mekha and told her this, she said they will not accept phone with crack. I then visited their service center at goregaon on 15th september 2019 (They called on a sunday) around 12:30pm, they weren't accepting my phone. I had sent mrs. Mekha both pics, before pic (Display issue without crack on screen) and after pics (Display issue with crack on screen). This indicates display issue was already in existence even before phone drop. I was clearly sold a phone having defective display with faulty gorilla glass and now samsung is hiding its fault.
Before the drop, the samsung service center (Mobile technology, goregaon, mumbai) had acknowledged that there was a display issue but because of the crack, they aren’t accepting now and demanding repair charge of around rs.20000 inspite of being under warranty. They are giving vague reply that even though the defective display issue was there before the screen crack, it is not covered under warranty as now its cracked and to talk to customer care. After listening to this, i refused to take their expensive service. It was their duty to visit my place much earlier on 7th september 2019. Had the facts of their visiting not been manipulated, my phone would have been repaired. Also they kept on closing tickets without doing any work by saying documents not received but the truth was that they did not ask for any documents and one more vague reply by their customer care was, to close the tickets they put any reason and not to pay attention to the sms which states documents not submitted. Even the invoice was asked to me much later which i had provided and they had acknowledged this. Also, the customer care hasn’t given any proper resolution, mails of mine are hardly answered, invoice is already sent by me to them and the complaint sent to their ceo’s desk (Link given on their web page) with all the photos hasn’t been answered since months. I had contacted samsung customer care so many times but always the same assurance was given to me that she will be contacted. The above said act on your part has caused me a great loss and damage besides mental tension and inconvenience.
Due to all this, a legal notice was sent to samsung on 16th november 2019 after which they reply that they did not find a need to give para wise reply (Clearly as the manipulations were done from their side and their service center side, they did not give a para wise reply, the green screen defect which actually exists in many note 8 handsets, to hide the fact that they gave me a defective display). Instead i got the reply on letter dated 29th november (Got few days later) that i will only get a 20% discount on the repair cost but i want the full display repair for free as it was a manufacturing defect. Also the lady on call said that they do understand that there was a defect prior to the drop and that they checked images but they can't do anything now. This is a case of completely fooling the customers by first not acting on the complaint, then many days go by, then manipulate the facts and then tell the customers, many days have passed by so now we can't accept the handset (Because anything can happen to the handset in the meanwhile). Anyone's phone can survive with a cracked screen but cannot survive with a defective display. Still my phone's functionality works fine but green screen issues do occur frequently.
Also i am attaching the entire phone conversation which happened on 26th september from samsung customer care which proves that they had lied to me (If the service center person had come to my place, then he would have inspected my phone at my home so that means my phone was in good condition as they had ordered replacement part under warranty because if phone was in bad condition, why would they order the defective part but the visit at my home did not happen by their service center person, clearly samsung customer care along with their service centers are playing games to extract money from customers even if phones are under warranty)
I want my phone's display to be repaired under warranty for free or refund my full amount back.
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