[Resolved]  Samsung India — samsung s9+ - company claims manufacturing defect in screen not covered under warranty

Address:

Gurugram, Gurgaon, Haryana

I bought a samsung s9+ from airtel under one of their lucrative schemes.
Two days after using the smartphone, i realized that the touchscreen had issues and i was not able to type a couple of letters at one go, which i initially thought was a touch sensitivity issue.

Later on when the problem started to increase, i visited the airtel centre to complain, wherein they asked me to put a complaint on the airtel app for redressal through its airtel secure programme. My complaint was rejected citing that it is a manufacturer's defect and needs to be taken to samsung.

Over the past couple of months, the problem became severe. I was not able to type anything properly without random keystrokes happening on its own. Can't press backspace. Random touch and actions happening on its own became normal. Post which i decided to go to samsung. Since my office is in gurgaon, i went to the samsung service centre in sector 15, where a certain mr. Naveen tyagi attended to my smartphone.

He told me that even though the defect may have been a manufacturing defect, they can't rectify it under warranty because now there is damage in the back glass of the smartphone.

The two incidents are unrelated. I did not ask them to change the back glass. The phone is inside a cover and it doesn't matter. But they should repair/change the front glass. This is not done. He cited that it's company policy that if there is any damage to the smartphone, then nothing is covered under the company warranty, even if the problem may have existed from before.

The service center engineer told me that it would cost me rs. 21000 + taxes for the repair. This is unfair. First i spent 60, 000 + taxes on the smartphone. Then because of a manufacturing defect, i now have to spend rs. 21000 more? What is the point of a warranty if the company does not cover it's manufacturing defects?

If this is not cheating, i don't know what is. Samsung needs to take into account what their fault is repair what ideally should be covered in warranty.

I'm attaching with this complaint the relevant invoice (Address & other details blurred out for privacy reasons obviously)