Subject: New Samsung Ace mobile phone S5830 complaint no. 8433733184
Description: Hi there.... here is the mail that we had put up as a complaint to Samsung Customer care on July 14, 2011. Till date, JUly 29 2011 we are simply getting polite replies from them on our daily follow up that they 'appreciate our patience' and that they are looking into the issue on 'PRIORITY'. We are fed up of the services as they are not at all pro-active and transparent. It is a mental hassle as we are forced to 'REPAIR' a brand new bought mobile phone plus we do not get a hear a final solution to this issue. The very first mail is here under:
On 5-Jul-2011:
I purchased a new Samsung Ace S5830 from Spice Hot Spot, Sector 15, Faridabad, on 5-Jul-2011 at around 8:45 PM evening for my wife.
On 6-Jul-2011:
I noticed that mobile was switch off on its own, I had to manually start it by pressing power button for 8-10 secs.
Then in other ocassion, the mobile switched off when on a call.
At one ocassion, I called my wife on new phone, I gave her full ring and she didn't picked up the phone. I called up on my landline and asked her about not picking the phone, she analyzed the phone and said the phone is dead again. I again called, I was able to hear the bell ringing but she confirmed that phone is absolutely dead. She had to power on it again.
On 11-JUL-2011:
With such incidents (atleast one incident in a day), I visited the Spice Hot Spot and expressed my complaints.
The executive there didn't do anything and asked me to contact service center.
On 12-JUL-2011:
I raised the complaint with Samsung customer care 8433733184. The technical team asked me to reset the phone. And wait and watch if the problem occurs again. He also adviced to visit service center, In case problems occurs again.
I didn't do any phone reset. And directly went to service center. LIFELINE SOLUTIONS, Sector -16, Faridabad.
I have submitted my the xerox of my phone bill there. I didn't get anything written from the service engineer there, for the action taken.
On 12-JUL-2011:
The service engineer@LIFELINE solutions said that he had updated the software.
After the software update, the phone showed similar problem twice. One during the call and other when the phone was left un attended.
On 14-JUL-2011:
I called the customer care and explained the situation. The technical team suggested me to write to support.india@samsung.com and visit the service center again.
My questions are:
1) What is the next best step further on this, do I have to be a scape goat and keeping on hitting doors either phone, or dealer or service center to get my issue resolved?
2) How can I rely on this phone piece, which is giving me problem from the very next day I bought the phone?
3) Why the service engineer didn't do a thorough check on the issue and just took it casually and returned the phone after updating the software?
4) I want either this to be replaced or money back, this was my first time buying samsung phone. And I am already fed-up.
I was a proud owner of samsung LCD, Home theatre and Fridge, all that image is getting shattered.
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Product: Samsung Ace S5830
Purchased from : Spice Hot Spot on July 5th, 2011
Complaint no. 8433733184
service center: LIFELINE SOLUTIONS, Sector -16, Faridabad. Ph 0129-4066599
Complaints have been repeatedly made to the Samsung Customer Care over phone, email (support.india@samsung.com) and also to the Service Centre.
We wish to get some inputs on this case.
Thanks
Amit Bhardwaj
Submitted By (Submission ID): Amit Bhardwaj from India (52789281)
Dear Consumer,
ReplyDeleteWe observe:
- that you have not been able to enjoy the product/ service as desired.
- that you have been systematic in raising your grievance with all those who should be concerned.
- that no one has duly cared to resolve your grievance expeditiously and in timely manner leaving you with a bad taste for the product/ service provider.
- that you have given ample opportunity to product/ service provider to resolve your grievance but to no use.
- that you have been made to waste a lot of your time running around and following-up.
- that you have been struggling to get your grievance addressed suitably and hence looking for advice.
We suggest the following actions that may help you to resolve your grievance asap.
- you need to firmly make-up your mind to the extent you are ready to go to take action against the product/ service provider.
- if you have lost all hopes of any cordial resolution then stop accepting any requests from product/ service provider to fix the issue and make it absolutely clear to them that you are no longer interested in their product/ service and want acceptable and commensurate compensation for the extent of damage caused.
- the best way to deal in such matters is to provide 10days written notice to product/ service provider by a registered post making it absolutely clear to them that if the issue is not resolved appropriately you will be forced to take punitive and enforcement action against them, one and more of which could be:
1. filing a complaint with consumer court.
2. filing a complaint with regulatory authorities for the deficiency in product/ service.
3. filing a complaint with local welfare associations such as RWA of your colony etc.
4. filing a complaint with consumer welfare organizations.
5. spreading the word on Internet, social sites and by word-of-mouth.
- mostly it is seen that the issues are resolved expeditiously after such a notice is sent and the same can be expected in your case.
- however, if this doesn't work then you have no choice but to take legal action against them and for which you may contact us separately if the need be.
Good luck and best wishes...