Does Samsung allowed to breach their own policies???

[kambley]

Hello members..

I am facing very bad experience with samsung.

I had purchased Samsung Galaxy S23 through Samsung shop Application. And I had purchased the Accident and liquid damage insurance of rs.6999/- from the same website. 

But due to extreme heating issues in that device samsung service center certified the device as DEAD ON ARRIVAL and provided me that seal packed device and certificate. But they didn't know the further procedure that how my replacement would work. Okay. I contacted customer care they guided me there is option on website for replacement. So I have gone through samsung shop application website and take In detail information regarding replacement. But whenever I go through those options to replace the device in ordersupport there is no such option of replacement in section of main issue and even in sub issue or section. So I again contacted customer care that I couldn't find the replacement option on your website or on application so what do I do as since two days the package of DOA product with me. So again they guided me that I can return the device and they will initiate replacement from their side on call as I was facing glitches on website and in application. So I followed them and Through order support section I have return the product. Then they had Picked the product and mailed me that they have initiated the refund for the same. So I contacted customer care and said the issue and send even that email then they Said me we are working on your issue. It's been 8 days since I received DOA of mu device and following the guidelines of customer care there is no perfect resolution. And the person who has been assigned for my case gave me fasle information that. I have purchased the ADLD plan and which was connected to the IMEI no of old device and they couldn't transfer the adld after replacement so they are providing me refund even if there are stock availability of the device. Then I contacted samsung careplus and servify for the issue they assured me that as per their policy they will transfer the adld plan after my replacement and transfer it to my new IMEI. SO WHY DID SAMSUNG PROVIDING ME FALSE INFORMATION? And even samsung shop backend team who is ignoring messages when customer returning product that I have mentioned there I need I want REPLACEMENT in Capital letters. Are samsung following autocracy? 

I have mailed them more than 50 times for this issue called more than 50 times but still I'm with no resolution but refund initiated. 

[cs_member10]

Dear Samsung Member,

Greetings from Samsung Customer Support!

As per your concern, we request that you please share your contact details on the Samsung Members Application (open Samsung Members Application > Support> Ask question > Type your query > Send).

Warm Regards,
Samsung Customer Support

[kambley]

I had purchased Samsung Galaxy S23 5g from samsung shop application, when arrived for the same product i purchased ADLD plan , that product verified as DOA as that had extreme heating issues without usage. Then no one tells me further procedure again contacted to customer care and asked for replacement they told me that I have to replace the product through order support on samsung shop kr website. Then there are lots of glitches in your application and on website that there is no such option for replacement even in order support section and sub sections so I contacted customer care they guided me to return the product they will initiate the replacement by their side and after pick up of DOA device they mailed me that the refund has initiated. Then the case manager named Karan called me and gave me false information that due to adld plan is connected to your doa product the replacement cannot be possible. This is against samsung shop as well as careplus policy. That if there is first time return the company gave replacement and even after second DOA OR product unavailability they will provide Refund. And whenever I return the product I have mentioned the message in message box that I want REPLACEMENT in capital letters. The backend team ignored my message in order support. And samsung careplus mailed me that they will transfer MY current plan to the replaced device as per their policy. But there is nothing mentioned in there policy that if the refund is done to customer what will happen as they said me that I could not get refund for the ADLD plan as per their policy. So is samsung shop breaching policies of samsung shop application as well as samsung care plus plan. Then the case manager guided me that I have to purchase new product then it will be transfer. But the device I purchased is now with price changed and there is hike of rs. 18000 for the same device. And if I purchase for the same amount as on website there would be more down-payment and loan amount would be greater and for the first device already loan Is activated even after my phone is returned. And they are saying that I have to stop the auto debit installments from my bank for which I needed the noc from samsung finance plus and I'll have to pay cancellations charges and due to suddenly stop the loan my cibil score will decrease then case manager said that they don't know who will responsible for my loss. And even after this they could not give me my refund for whatever I purchased as down-payment exact amount and MY adld plan's refund because that breaches their policy. So are your policies for customers only and you can breach at any stage?? And this all happened deu to the technical problems in your website and on samsung shop application. For which customer care guided me to return the device they'll initiate the replacement for the same. AND after pickup the device they acted like autocrat and initiated refund and said replacement not possible. Is that how samsung working with their customers. And my first installment is yet to cut you're customer care don't have anything to do with this. Actually it's happened because you breached the policy by initiating me refund by said that they'll give me replacement. So who is responsible? And the case manager said they will price difference if I purchased new same device so how do I trust you for the second time and you're not getting responsibility for my loss in current cancellations of loan in terms of money and cibil score. And the upcoming device I have to purchase at whatever price is going on website then my down-payment will increase and loan amount would also increase they have no answers for this. And they also can't provide me the device on same amount on which I had purchased.