[Resolved] Samsung India — samsung s8

gigikitten

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Samsung

Purchased two samsung s8 phones via ecommerce thru a promotion of buy one, get one free and turn in an acceptable phone, which we did. My wife's samsung s8 was defective, so we sent it back per samsung's instructions and have been waiting for a replacement, but with no luck. We have called numerous times and get a different answer every time as to why we haven't received a replacement. Samsung now has two phones of ours, the defective samsung s8 and my wife's old (But less than 6 month old) samsung s6 edge and my wife has no phone. We have been told that samsung has made an exception in our case and that the replacement phone is "in process". This has been going on for over a month now. We have been loyal samsung customers for several years and love their products, but this latest experience has left a bad taste in our mouths. If you can do anything to get our ticket #333881 processed asap, we would greatly appreciate it. I love my new samsung s8 phone and would like my wife to be able to have the same experience as well!

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Sep 20, 2017

Complaint marked as Resolved

Samsung India customer support has been notified about the posted complaint.

Verified Support

Aug 18, 2017

Samsung India Customer Care's response Dear Sir/Madam,
Greetings from Samsung.
With the reference of your feedback regarding Samsung product, we request you to kindly share the mobile number and email address along with the reference ID given by customer care.
Thanking and assuring you our best services always.
Thanks & Regards,
Best Regards
Samsung India Electronics Pvt Ltd

Aug 18, 2017

Updated by gigikitten Thank you for the quick response. We appreciate it! We would be trying to resolve this matter with Samsung America, but to date have not had any success in dealing with customer service. Please see attached the only correspondence we have received regarding the replacement phone. The warehouse has already confirmed they received the defective phone, but we have not received the replacement. That email was sent 10 days ago. We have been calling customer service almost on a daily basis, but keep getting the same answer - "it's in process". Again, our ticket # is 333881. The phone number we have been calling is[protected]. I believe the information you are requesting is on the attachment I'm forwarding to you. Again, thank you for your assistance. We hope to have this matter resolved as soon as possible.

Verified Support

Aug 19, 2017

Samsung India Customer Care's response Dear Sir/Ma'am,

Greetings from Samsung.

After going through your concern, it seems that you have purchased the product from an online seller.
Also if you confirm this product is purchases within India or outside as we take care of Samsung India complaints . Under this circumstance, we request you kindly co ordinate with your country customer care for further support.

Thanks & Regards,
Customer Experience
Samsung India Electronics Pvt Ltd (SW Asia RHQ)

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Comments

gigikitten

Thank you for the quick response. We appreciate it! We would be trying to resolve this matter with Samsung America, but to date have not had any success in dealing with customer service. Please see attached the only correspondence we have received regarding the replacement phone. The warehouse has already confirmed they received the defective phone, but we have not received the replacement. That email was sent 10 days ago. We have been calling customer service almost on a daily basis, but keep getting the same answer - "it's in process". Again, our ticket # is 333881. The phone number we have been calling is[protected]. I believe the information you are requesting is on the attachment I'm forwarding to you. Again, thank you for your assistance. We hope to have this matter resolved as soon as possible.

Samsung India Customer Care's response, Aug 19, 2017

Verified Support

Dear Sir/Ma'am,

Greetings from Samsung.

After going through your concern, it seems that you have purchased the product from an online seller.
Also if you confirm this product is purchases within India or outside as we take care of Samsung India complaints . Under this circumstance, we request you kindly co ordinate with your country customer care for further support.

Thanks & Regards,
Customer Experience
Samsung India Electronics Pvt Ltd (SW Asia RHQ)