| Address: | Ghaziabad, Uttar Pradesh, 201014 |
Dear sir
This has reference to my visit to samsung service centre on 4th jan 2018 at m/s maa vaishnavi eservice pvt, 1, new rajdhani enclave new delhi.
I own samsung note 5 dual sim and the sim tray had broken while removing the sim tray from mobile and part of the tray alongwith one sim left inside the mobile. When i reported the problem then they verbally told me the estimate of rs 27000 which was shocking for me because in this price we can buy a brand new mobile of one plus 5 the amount which is being demanded to remove the broken tray from the phone. The service executive explained me that they will change the motherboard and display panel, which means almost the complete mobile will be replaced just because part of tray is left inside.
I told them to give me estimate officially on the sheet for which i paid rs 177 also for making estimate. The same is attached also for your reference. Initially they wrote the reason that display is damaged and sim socket is broken, which was wrong and misleading input and i refused to accept as i am also technically qualified electronics engineer from mobile industry and was capable of judging the reason mentioned. I had to argue and almost fight because of their misbehaviour to convince them that display is not damaged its working only the golden color at the edge is peeled off. After some struggle they corrected this reason in the sheet. Another reason they mentioned that sim socket is damaged, which again was a wrong input because sim tray was damaged which is not the part of main board whereas they mentioned sim socket is broken which obviously leads to the basis of replacing main board. I argued on this also but the service centre head also was rude because i started recording the discussion to keep the evidence. The way they were behaving and trying to snatch my phone which i was using to record, i had to warn them that i will call the police. I also warned that this video will be shared in all possible media to show your attitude.
I called up customer care number to apprise the situation, they also spoke to them and i was assured by samsung customer care that the issue has been escalated and i will receive call for the resolution. But so far i have not received any call.
The whole scenario was frustrating as my phone has just crossed the warranty period whereas we chose to buy samsung assuming that this big investment over other brands will not disappoint at least for another 2 or 3 years without much expense to maintain, but i realised after interaction with few more note 5 owners that the sim tray breakage is very common problem. The tray is selling on some websites at rs 300 or so its sold because it breaks easily. We do not expect from a company like samsung to use substandard so brittle material for the tray which will lead to an expense of rs 27000 or say design a mobile which if has tray part left in it will lead to discard almost the complete phone (Main board and display).
If my phone will not be repaired at nominal cost then i am duty bound to inform the top management of samsung and if required the whole world using all possible medium about the professionalism and attitude of company towards this cheap quality of tray or say poor design for maintainability and on top of that repair cost expected by samsung authorised service centre and the video evidence showing the fight and the attitude of service centre where a customer feels like being cheated.
Looking forward to quick resolution of the issue
With best regards
Sagar gulati
[protected]
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