Samsung - Poor Customer Care
Hi Sir/Madam,
I am Karthick, I am an Indian, currently staying in Riyadh, Saudi Arabia, I bought a Samsung Galaxy S2 mobile from an electronic shop(Jarir) here in Riyadh.
I’ve bought it under one year national warranty and used it for just two days, and suddenly I found an issue with the camera of the mobile(Kindly read the below mail for more info of the problem), hence I took it to the Shop, but the shop refused to replace the mobile and asked me to contact the Samsung Service Center. I went to the service center and explained the problem, they promised me that I will get a new mobile or full refund of money within a week, hence I registered the issue and waited for one week. After a week I went to the Samsung service center, they told it will take one more week, hence I patiently waited for one more week. Even after two weeks they didn’t even call me once regarding my phone, I had to go to the service center myself for inquiries.
At last they gave me a DOA certificate to get a new mobile, and they also gave me a mobile number and asked me to call that number and get the address of the replacement office, me too agreed and called the number given by the service center executives, one guy picked the call and spoke in Arabic, I couldn’t understand what he said, and then he didn’t even pick the phone once. Any how I took a taxi and went to that area and tried my best to find the shop but I couldn’t find the shop. I called back the Samsung service center people, but nobody picked my call. Already it was noon hence I called my office told them to consider half day leave. With lot of frustration I went to office that day. The next day morning I went to the Samsung service center and explained what happened the previous day, I was surprised that nobody reacted for my concerns. Still with lot of patient I asked for the actual address of the Mobile Replacement office, this time they gave me some landmarks (Shame on them still they don’t know the exact address of their replacement center), hence I confirmed the address and took a taxi again and went to that area and somehow I found that office.
I entered that office and showed the Replacement letter, but the people there said they are not replacing mobiles anymore and asked me to check with the Samsung service center. I called the service center people from there, they said, they have to get a special approval from their manager to proceed further, and they told me that they will contact me in another two hours. As usual they didn’t called me, hence I had to call them back. The guy told they need one more day to process the request. Still I kept silent. After few minutes I got a call from an unknown number and a man spoke to me and told he was the Manager and he told me to come after two days to collect my new mobile.
Lessons Learned
I didn’t thought Samsung would be such rude to their customers.
I will never ever buy a Samsung product in my life time (Even if they offer it for free).
I learned a good lesson, and I am warning people, When you purchase costly electronics, please check your precious products before getting out of the shops.
Else you will face the above difficulties.
My Loses
I’ve spent Rs2000 INR extra for running behind the service center people, even now I don’t have my mobile with me.
Gained a bad name from my company for not concentrating on my work properly.
Last but not least, I am mentally sick because of this atrocious attitude of Samsung executives.
Sorry I don’t know whom to complain regarding this issue, hence I am sending this mail to all the consumer commission authorities, expecting at least one of the above council will to respond to my request
Else, Can you please forward this mail to the concerned department and do me the needful.
Thanks
Karthick
From: karthick k
Sent: Tuesday, August 09, 2011 3:14 AM
Subject: FW: SAMSUNG Galaxy SII Red Tint Issue in Camera
Dear Sir/Madam,
I am Karthick from Riyadh, Saudi Arabia. Just four days back I bought my Samsung Galaxy S II.
I used it for just two days and the phone was really awesome. But unfortunately I found an issue in the camera of the phone.
Issue Description:
When I tried to take a photo or a video in low sunlight or inside a room without artificial lights or camera flash, I found a RED PATCH in all the photos and videos.
This problem doesn’t appear in bright sunlight or if there is any artificial light is on, it appears only when I take a photo or a video in the above scenario.
But sometimes even with FLASH on I am getting the RED patch in the photos and videos.
Request for Replacement:
I surfed the internet and found few of the users have the same issue and they have replaced their handset.
Hence I went to my retailer here in Riyadh and explained the issue and requested for a replacement, but the retailer asked me to get a letter from a nearby Samsung service center as a proof to replace the handset.
I went to the nearby Samsung Service center and explained my situation, they said they can’t decide the issue, hence they want to send the phone and the issue description to SAMSUNG Korea to make sure whether it is a faulty handset or not. I have launched a complaint in the service center and I have attached all my invoice details with my phone for your perusal.
Note : The phone is just 4 days old, hence kindly take care of my phone, and hope I will get my replacement very soon.
Here by I’ve attached my Phone and Other Details.
Model Name : SAMSUNG Galaxy S2 GT9100
Serial. No/IMEI.No : *358537/04/304506/0*
In the Complaint Sheet the Serial. No appears as : 58537043045060
Date of Purchase : 04-August-2011
Date of Complaint : 08-August-2011
For more Information on the issue, kindly visit the below links from www.Youtube.com
http://www.youtube.com/watch?v=QznuN_ZUh-A
http://www.youtube.com/watch?v=EJ-14AeaHqo
You can also search for “galaxy s2 camera issue” in www.youtube.com for more videos stating the issue.
Thank you for your Understanding.
Thanks
Karthick
