Samsung — Unethical Behaviour cum defective post sales support

Dear Sir / Madam,

1. I bought a mobile (Samsung Galaxy S20 Plus) from Croma Store, Kharghar, Navi Mumbai 410201 i.e. on 30/8/2020. The invoice copy enclosed as Annexure 1.

2. On 11th Aug 2022, I observed a green line on my mobile screen all the sudden, although there was no mishandling or damage caused to the phone.

3. Just to find out the reason and to look for a solution, I went on YouTube on the very same day, but what came to my surprise that it is a hardware issue and lot of the other users are also facing the similar concern i.e. nearly around 2 years of life of the phone since its launch. The Screenshots are attached as Annexure 2 in support that this is nothing beyond a manufacturing defect and lot of other S20+ users have been affected with the similar nature of defect.

4. Immediately on 12th Aug 2022, I gave my phone for repair to authorised service centre under GAN no. MUM120822WS00293 i.e. through Croma Store (Kharghar) where from I bought this phone in the year 2020 (Annexure -3)

5. Since I did not hear anything from them, I paid a visit to Croma Store (Kharghar) on 16th Aug 2022 and they told me that it requires screen replacement which has to be paid by me. Upon an argument and my submission that it is a manufacturing defect on account of Samsung which needs to be pushed for free replacement, concern executive Mr. Sagir spoke to someone @ Samsung and agreed to get this done for me free of cost. The Croma store executive also told me that this being a premium phone they were suppose to get my photo id earlier along with receipt of phone for repair on 12th Aug. Hence, he took my id on 16th Aug and cancelled my earlier complaint dated 12th Aug 2022 for the purpose of regeneration of another complaint bearing # MUM160822WS01216 dated 16th Aug 2022

6. Again I did not hear anything back from them, hence visited Croma Store again on 18th Aug 2022 and they said the my phone has been opened outside. Hence, they will not be able to give free screen replacement. I strongly told them that this is wrong / unethical to say that phone has been opened outside and I immediately called Croma Customer Care #[protected] to take up the matter further with complete background for intervention. It was requested by them to allow between 24 to 48 hours for a suitable resolution and to revert back to me. Unfortunately, 48 hours of timeline again gone into vain and I did not receive any call until 20th Aug 2022.

7. As a result, I again had to call Croma Customer Care #[protected] on 21st Aug 2022 and they were to get back by EOD.

In view of the given circumstances, request you to take a cognizance of the matter for letting me have my phone back post repair including screen change. It is unethical to give any baseless reason for no fault of customer like me who is a loyal customer of Samsung and have not touched the phone at all (forget about opening the phone outside)