[Resolved]  Samsung India — samsung j7 prime phone

Address:

560085

Hi samsung team,

Greetings!

I bought 2 phone in the month of dec-2016 (J7 prime and galaxy j2) from poorvika retail stores by paying close to 20+k. Both were fine until now & all of a sudden one of the phone (J7 prime) stopped charging. I tried to connect another samsung charger not working.

On sat 16th dec 2017 : i approached poorvika for the same to find out what can be done or find a samsung service center address. When i could not find the bill copy at that time so i asked for a duplicate copy and they told they have knocked off all the old bills because of new gst/cst. They advised me to write to their mail box to get a duplicate copy. They also advised me to contact samsung service center near urvashi theater in bangalore. I asked them if i visit tomorrow (I. E:sunday), they specifically told service centers are not open on sunday, so please visit on monday morning post 10.00am.

On sun 17th dec 2017 : nothing because i was told that the service center is holiday

On mon 18th dec 2017: i visited samsung service center (Address mentioned below) at 10.30am. I spoke to a gentle man naveen (Floor ambassador), he spoke very nicely and took the phone and got it checked and advised that the charging pin has to be replaced and checked the warranty. He showed me that the warranty got expired yesterday (I. E 17th dec 2017) and now they will not be able to do free repairs and i have to pay close to rs800+ (Parts+labor) to get the phone fixed. Also they advised that if that doesn’t solve the problem, they will advise me what can be next. So i informed them that i was not aware of the exact date of purchase but i knew it was in december and informed them that as the service center was closed yesterday (As informed by sales/retail stores) i had to come today. For my surprise he says that the service center works 7 days a week and if you could have come yesterday we could have fixed it for free but now we don’t have options as its showing as out of warranty and i have to pay. I requested them that i was misguided that the service center was closed on sundays and i did not intentionally delay in getting my phone fixed and requested them to consider my request and get the phone fixed. He politely declined and said we will not be able to do much.

I called the samsung cc at[protected] at 11.27am and my call was disconnected. So i tried again and got connected at 11.29am and spoke to tejas and explained what all happened and requested him to advise me on the options available. He was not ready to listen and kept arguing that its out of warranty and i have to pay and get the phone fixed. I was calm and polite and requested him to listen to be first and then speak, he was not ready to listen at all. So i asked for a manager, he said manager/supervisor is not there and was advising me that he will arrange a call back in 4hrs. I informed him that im at service center and i cant wait for 4hrs for there call here and requested to speak to manager, he transferred to manoj. Manoj got half the story what i told to tejas and directly jumped into conclusion saying its your mistake sir and you should know what to do, how to do and all that stuff. I really got pissed off and requested him to first listen me before he could conclude, he was initially not ready and i could easily figure out by the tone of his voice that he was least bothered about a customer being a manager. He then checked which sercice center and i gave the details and he says that service center is closed on sunday, so i told him that its open i can ask him to speak to naveen the floor ambassador to get details if he want, he refused and started saying its closed on sunday and you don’t have to tell me what is open and what is not. So i told him that im misguided in the first place now you are misguiding me again. Then he changed his words and started saying that they might be just open to do they backlog works but not for the customers. So i told him that being a samsung rep you are clearly giving me wrong information. He was not ready to listen and says i can do anything and closed the call. The call duration was for 37 mins 58 secs. (Complaint#: [protected])

I approached naveen again and requested him to do something as its not my mistake. He said he will not be able to do anything and was very kind enough.

On tue 19th today: im really not happy with the way am treated from retail stores and samsung and im wring this email. During the 1 year warranty period i have never claimed my warranty for any reasons and now its just a day after the purchase date and i have to go thought all this for not my mistakes. Im not asking for a complete phone replacement, but rather im requesting just to fix it and give it back to me, just for rs 800/- a big trust worthy company like samsung treating a customer like this is not at all acceptable and i would request some one to understand my situation and help me out at the earliest.

Below are some details:

My details:
Name: harish r kulkarni
Mobile# [protected]
Handset: samsung j7 prime
Imei#: 352335/08/880557/1

Retail shop:
Poorvika mobiles pvt ltd, no:17,
Srinivasa nagar, 2nd phase, bsk 3rd stage,
Near reliance fresh, phase ii,
Srinivasa nagar, banashankari,
Bengaluru, karnataka 560050

Samsung service center:
R logic technologies private limited, pride hulkul
Near urvashi theater, bangalore

Thank you,
Harish