Samsung
Very poor customer service

Hi Samsung CO.

My name is Ravi Sikdel. I am so upset to raise this issue on a public forum like this but I have been left with no other choice by none other than your own Samsung associates and service centers.
I had a Samsung galaxy Ace (I will use the word "had" because it is not in my possession anymore though I am the owner of it) which I had given to one of your authorized service Centre here in Hyderabad Andhra Pradesh India, with few small issues like display broken and connector issue which I take sole responsibility of it was my fault, on 10/10. The work ID no of which they gave me a receipt of is 4139877753 with my contact no 919966492630. Before I handed my phone over to them the technician confirmed to me the display glass is broken and the connector is loose and no other problem is there on the phone. The total cost they allotted for the fix was 2450 INR. And before I completely handed over the phone I asked them to switch off and switch on the phone to make sure the phone is still operating the touch was fine just few parts needed to be replaced for complete functionality. I and they agreed and then handed the phone to the executive ad then I was given a receipt of confirmation, indicating they will call me and let me know of the status of the fix in less than 3 days. It was the fifth day when there was no call from them I called asking for the status. When I called them they were unable to find my phone information on their system after waiting 15 minutes a lady comes on the phone saying there is more to the normal problem on the phone that was being stated. The mother board was gone and the phone is not starting up at all.in anxiety to their statement I simply asked how much do you want to charge me now instead of the original cost which was told, they said 6600INR. I said I wanted to speak to a supervisor there and a guy named Prasanth comes on the line saying he was the supervisor. The first statement of his to me when the conversation started wasn't hi hello how can I help you but it was " your phone mother board is gone touch is gone and it is gone completely and you have to pay 6600INR to get it fixed", I interrupted him saying are you kidding with me that wasn't what I was told earlier and I refuse to pay that much and I also deny to the fact that the phone had so much problem. He then replied saying "are you my guest that I will kid with you" I got angry and of course as any customer whom a co. Service Centre will speak in such manner will be, I said please mind you language which you are talking with or else I will raise this issue with your higher up's, his statement was go and do whatever you want you pay and take your phone back or take it as it is. I asked his full name so that I can complaint about him he said my name is prasanth and that's all you need to know and hung up on my face. I then called the Samsung head service Centre with this issue they promised a call back and I got a call the very next day, all they did was listened to this whole story and conferenced a call to the same service Centre brought me up the line with them and then left me with them. I called more than 10 times and it was the same thing, every time I call I had to repeat the whole story as if they don't place any notes on my account which they do have as they could pull up my information with just my phone number and then place a conference call with the same service Centre and there too I had tell my whole story.

So I left it and I thought of putting this up on the newspaper and public forum as I am doing now, but I didn't had enough time and patience so I left it. Now it had been almost 20days since I had given my phone, I get a call from the same local service Centre a guy named pawan who claimed himself being the owner of that particular service center and gave me an apology on that guys behalf and asked me not to raise this further and will fix this issue at the earliest. I simply told him I need an apology from that guy itself and not him as he was unaware of the whole issue and get my phone fixed and also told him even after all this harassment I went through I am willing to pay what I was told. He agreed and promised to get back to me one day. Three days passed no call and so I called him back on his personal no which he gave me as a contact no. And he disconnects my call. After a day he texts me saying he will give me a 20% discount on the new price of 6600 INR and to confirm him if I was okay, I replied to his text as of course I was not okay and there was no indication of the humiliation I got from one of his associate I told him I am now taking this to a new level since then neither there is a call nor any info about it.

I have most of my electronics through you guys and if I had to refer anyone to buy something which is available in Samsung I will blindly refer them to you for your products I had so much faith and believe in you people except for now, I am so frustrated and angry on the fact that not just my time and energy has been wasted on telling stories again and again but I am literally sick of this name "SAMSUNG". For this one small issue. My phone is in that service Centre for over a month now and not even as a courtesy your associate call me about it.

So here I am on this forum hoping that you (Samsung and its legal authorities) are reading this and acknowledging this complaint of harassment and humiliation I have been forced to go through wasting my time and energy on something so small and will take up necessary action on and compensate me for this trouble which wasn't required at the first place. And also warning you this is just another step I have taken to address this and or will go to a new level if required.

Thanks and regards
Ravi sikdel

Company: Samsung
Country: USA

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