Sir,
I bought a new Samsung handset (Model GT-S5263, colour- ceramic white, price Rs. 6540/-) from the Mobile Store at Worli (Gurdwara Building, Anne Besant Road, Opposite Bharat Petroleum, Worli Naka, 400034) on 02.05.2011 by cash. Within a week it suddenly conked off and refused to restart. After several attempts it suddenly the screen lit up displaying the widgets. I thought may be it was not sufficiently charged (I had fully charged it before leaving home) but it happened again on and off. So I took it to the Worli store. One of the staff checked it and did something with the setting. Said he adjusted the display setting so it wont happen again. But it conked off again. I took the defective handset to the Mobile store again. They initially refused to take responsibility. Finally the supervisor agreed to send it to their service centre. I was told that it would take two or three days to fix it and they would let me know once it is ready. This was on 15.06.2011.
I then complained to Rishu of Customer Care (BP no 8433361129) who after taking down all the details said that someone from the concerned department would call me. However, it was Rishu who called me again enquiring about further details of my complaint. I asked him to put me on to someone who can solve my problem. As the line was disturbed, I asked him to call me later. He disconnected and within a minute I got a message saying ‘Thank you for calling Samsung. Trust your query has been resolved’! I simply don’t know what to make of this experience!
I then met Mr. Rahul Wadnerker, Sales Manager, at the Samsung Regional Office at Ville parle on 30.06.11. Mr. Rahul contacted the service centre and promised to call me regarding this. He did not call but the service centre did call me and finally I collected my ‘repaired’ handset. Within a month it started giving problems again like frequently getting hung (now for a minute or so), automatic voice recordings while I’m on a call, automatic going ON HOLD mode, automatic dialing & connecting to numbers on my contact list, failure to connect at one go, automatic ‘call ending’ moments after connecting etc. which caused me not only money but sufficient professional embarrassment as well.
I went to meet Mr. Rahul again (he had not given me his contact number) but learnt that their office has been shifted to Goregaon. On 28.11.11 I visited the Samsung office at Nirlon Complex , Goregaon and met Mr. Rahul again. I explained my problems and said that as it was clearly a defective handset, if they could replace it. Mr. Rahul said that he’ll see what can be done. He gave me his mobile number (9820201396) this time and asked me to call him next day. When I called him the next day, he said he was busy and would call me back in half an hour. He never called back. After my visit to Mr. Rahul, I did get several calls from the Samsung Service Department (one of the caller was named Rupal) disturbing me throughout the day enquiring about my complaint and asking me to visit their service centre. I refused as I failed to understand why I should run around for servicing my new handset of a reputed brand that started giving problem since its purchase and even after being retained for ‘repair’ by the service centre for almost a month!
As you see, six months have already passed with no effect although I lodged my complaint immediately after purchase and well within warranty period. My hard earned money is being played with here and deep inconvenience being caused. I request you to please address my grievance and do justice.

Regards,
Yours,


Anjanaa Chattopadhyay