[Resolved]  Samsung — Samsung M31s

Hello Team,

Myself Ashutosh Khambekar from Pune, in the month of Nov 2020 I have purchased a Samsung M31s mobile phone from Amazon. Initially I was facing a heating issue but I just ignored it as I thought because of continuous online lectures it may get heated.

But, after 4 months I have observed that my mobile is getting restarted automatically after every 15 min and also found there is a lag when I switchover from one application to other.

Hence I have decided to approach Samsung authorized service centre and launch complaints against this mobile. So, I have submitted my phone in Samsung authorized service centre (Mobile Link, Somwar Peth Pune- 411011) on 23/03/202.

Within half an hour they called me and informed that there is a manufacturing defect in the phone's motherboard and it has to be replaced with a new motherboard.

So the next day they replaced the motherboard under warranty.

After receiving my phone I noticed the same issue, as my mobile was getting restarted frequently. Again I visited the same service centre and launched a complaint, they said that software needs to be installed one more time. After a couple of days I received the phone and kept it for observation.

At that time I observed that the restart issue persisted as it was not resolved. This time I requested service centre engineer to check this phone by using it, also I have submitted the captured video to them, In that video it was clearly seen that mobile was restarted automatically. At that time that service engineer said that there may be a chance that the replaced motherboard may be faulty.

On the other hand I have launched a complaint on Twitter. Next day Mahesh Kumar from the VOC team called me and asked everything minutely what kind of problems I have faced. He promised that in the next 2 days he will enquire about this case from the service centre head person and update me with the latest status of the phone.

As per conversation he called me on 5/04/2021 at 7:25 pm and informed that he had discussed with the service head and they told me that again the motherboard needs to be replaced a second time.

Then I have requested him to provide me piece to piece replacement of the mobile because I was not ready to accept such a kind of mobile whose motherboard needs to be replaced a couple of times in 4 months.

He said he won’t assure the same but he will discuss with his team internally and let me know.

After a few days I got a call from Sonia Upadhay from the VOC team about this case on 12/4/2021 at 5.34pm. On that call she told me that there is no issue with your phone, so she advised me to collect my phone from the service centre. Also, she informed me that there is no need to change the motherboard as my mobile is working fine.

When I informed her about Mahesh Kumar conversation at that time she refused to accept this and forced me to collect the mobile. I have requested Sonia either provide me piece to piece replacement or refund my money, she immediately replied to me that this is not written in Samsung policy so we could not accept your demand Her behaviour was really rude and pathetic, also she dropped the call. Please find the attached recorded call of Sonia.

Even after posting Tweets on Twitter and mails to Mahesh Kumar I didn’t receive any call from VOC in the next 4-5 days. Then I called customer care again and asked about the complaint. They informed that Sonia has closed your complaint as you have not accepted the 6 month warranty which Samsung has decided to provide me.

Also she dropped me mail and in that mail she told me that Samsung is providing 6 months of extended warranty but on call she never used extended warranty word, so I didn’t accept this offer.

Now my demand from Samsung is mentioned below.

1. Refund of money

2. Piece to piece replacement of mobile

3. If above both things are not mentioned in Samsung policy then I would expect 1 Year of extended warranty post completion of my 1 year mobile warranty.

Now Sonia has transferred this case to higher authority and customer care auto generated mail saying that someone will call me in the next 24 Hrs.

But since last week I have not received any call from Samsung VOC or higher authorities.

I have faced a lot of challenges in the last one month, please go through it.

1. Motherboard of mobile was replaced within 3-4 month from the date of purchase.

2. I received late resolution from your end almost after a month (I have submitted mobile on 25th March)

3. Every Time I was misled from Service centre and specifically from Mahesh Kumar and Sonia Upadhyay

4. Because of contradictory statements from Mahesh and you I lost my faith in Samsung and demanded for Piece to Piece replace or refund of money.

5. During this debate I lost my precious time and it’s impacted on my exams. (I have already informed you that my online exams are going on, I knew very well how me and sister managed our online exams on single mobile)

We have wasted a lot of time on exchanging words on call, mail and tweets.

My expectation and intention from you is to look in this matter and help me to fulfil my demands from Samsung for which I deserve.

Thanks and Regards

Ashutosh Khambekar

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