Dear Samsung Customer Service Manager and other recipient of the mail,

As first time customer of the Samsung India & its product in my life, after
24 hours of purchase what I get is;


- A handset which heats and dangerous as it can destroy my ears.
- A handset with unclear display that can affect my vision.
- Dealing of over 6 hours with unfriendly Samsung Service Center
executive.
- Money & time spend on travelling and moving all over Delhi to get my
handset replaced.
- Finally, just another way of forcing a customer into a contract of
purchase with terms & condition and wasting my weekend.


I here by present my case and would request you to kindly provide me
necessary response to it.

On *10th July, 2009 at 18:22 hrs* I bought Samsung Super Hero cell
phone *TATA-CDMA-SM-HERO
SCH B259* *(A10000015D1492) *which is manufactured for the TATA Indicom
users. The details of the purchased equipment was as follows;

Purchased from The Mobile Store Ltd. B-1, Inner Circle, Opp Hotel Marina,
Delhi
Customer Number: 115928825
Customer Name: Ms. Sangeeta Bansal c/o Mr. Vinayak Bansal (Son of Ms.
Sangeeta Bansal)
Mobile No: 9810736911

Within 4 hours of purchase the cell phone started heating when a call is
made for 10 min or more with the cell phone.

On 11th July, 2009 afternoon I approached The Mobile Center for the
replacement of the Handset. As per the store manager, they are only suppose
to make sale of cell phone and cannot replace the handset, even if the
handset dysfunctions within 24 hrs of purchase. The branch manager advised
me that in case if there is a problem with handset within 7 days of
purchase, DO letter can be obtained from the *Samsung *service center and it
will be replaced by The Mobile Store.

As directed by the Store manager, I approached the nearest Samsung Service
Center, Beecham's Vision 31, Municipal Market, Connaught Circus, ND - 01. As
per the manager of the service center, he would only update the software and
will not replace it. As per the manager, the center has no authority for
issuing DO letter and the B-27, Samsung Service Center located in Moti
Nagar, New Delhi (Near Moti Nagar Metor Station) has the authority for
issuing the DO letter.

Once I approached the Samasung Service Center in Moti Nagar, after waiting
for 2 hours for the Service, the Service Center manager refuses to provide
me the DO letter as he is not authorised to do so for this problem. After
spending 30 min showing all the different kind of legal document which was
just another way saying that "I will not issue the letter", and said he'll
update the software and will resolve the problem.

After agreeing to his suggestion, he took the handset from me. According to
the service center manager, it takes 25 min to update the software for which
he took 2 hours. On asking for the cell phone, as per the manager the cell
has hanged thrice while installing the software. On asking for the cell
phone back, irrespective of the service done, the branch manager replied
that the Software is now updated, but some new problem is there for which I
have to submit the handset. The display of the hand set was not clear for
which he said he'll send a query to head office. The Service Center Manager
was not ready to accept the responsibility of the new problem. He asked me
to leave the cell phone for which he'll check and submit a request to head
office and will take 36 hours before anything can be done.

As as result I lost my trust in the Service Center Manager and decided to
take my hand set back. On asking for some proof for service, he refused to
give me any document and said I can only give you the Job No. which he said
is 912870.

As a dissatisfied customer, I made a call to Samsung Customer Service Center
on 30308282. There customer care executive Mr. Ankur directed me to Mr.
Ansari and asked to call him on +91-9971114863. After presenting my case,
Mr. Ansari showed irrational behaviour while talking on the phone and
started shouting on me. He mean while made a conference call to Samsung
Service Center Manager in Moti Nagar and said whatever the manager is saying
is right without listening to anything.

Its not even total 48 hours that as a customer of Samsung Mobile I have
spent over Rs. 300 for transport and over 6 hours dealing with Samsung
Service Center executives.

And at the end what I get is a cell phone worth Rs. 1700, which is still
heating while making a call for 10 min or more and a display which is
distorted, plus lack of trust in Samsung Service Center executives and
Samsung Products.

I have gone through all the warranty card details and the agreement between
organization & the end user that you provide with the product, that you'll
use to respond.

At the end of the case my queries are;


- The details of warranty that you mention with the product are provided
in the cell phone box which is seal packed. As per the sales executive at
The Mobile Store, once seal broken the product is sold. Since all the terms
& condition of the product are within the box, *How can a Consumer make a
choice based on the terms without opening the box????* Which means once
seal broken is sold and as a result the terms & conditions are being forced
upon the consumers.


- Even though you don't charge for the repair or warranty, how will you
make up for the cost of transport and the time that the customer spends
dealing with unfriendly Samsung Service Center executive???

Will I ever get my hand set replaced or do I again need to spend another 6
hours + Rs.300 and deal with Samsung executive or do I still need to work
with the dysfunctional Samsung Hand set which can lead to damage of my ear
as it gets heated or can affect my eyes as the display is not clear?????

--
Regards,
Vinayak Bansal

Master of Finance & Control
Department of Financial Studies
University of Delhi South Campus
(M) +91-9810736911