S21 Fe mishandled service - consumer dispute?

[cyborg_GSM]

After updating my s21 Fe on April a screen line appeared on my display, but phone was totally working fine. My device is out of warranty.

First I visited service centre, they right away said it'll cost 9500₹ for screen replacement. I wanted to know if a free screen replacement is available or not. So I contacted online customer service and they asked me to submit the phone to the service centre and I did.

Then customer manager sharmila babu from Samsung contacted me and collected all the details needed. Then she authorised the disassembly of my phone for diagnostics without my knowledge. After inspection she quoted 11k₹ for repairing. I refused and went to collect my phone back from service centre. I was shocked to know My phone was not working. This was due to improper disassembly by service person.

I tried contacting miss sharmila through the contact number in the email. It was not working. So I emailed her, then she called me and I explained everything. She said she will look into the issue. Next day she again sent me the same repair cost quotation. I responded on email she did not reply.

I tried calling the phone number mentioned in her email, it's out of order. I have sent email past four days asking her to call me. She is not responding now.

1. My phone was totally working fine except the screen line issue.

2. Sharmila babu authorised disassembly of my phone without my knowledge.

3. No one informed me that my phone will not work after disassembling.

4. Now I am unable to reach out to ms.Sharmila Babu who was handling my issue so far.

Now I am left with only 2 options, get the phone back in non-working condition or pay 11k₹ to repair it.

They broke my phone by mishandling the disassembly and now she is not responding for past one week. It's been 17 days since I submitted my phone.

So I am planning to take this issue to consumer court. I not sure to whom should I send the legal notice, to the service centre or the customer manager Sharmila Babu. I do not have the office address or working phone number of sharmila babu, only email.

Just going to take 3 or 4 days to file the dispute in a proper legal method.

[cyborg_GSM]

Thanks. I registered the complaint 1 week ago. They just have replied a 10 digit number in company remarks. No response so far. How long does it take usually?

[Amijaz]

Did anyone from Samsung Head office contact you?

[cyborg_GSM]

Someone called regarding this 2 days back. I was in a busy place so he said he will call me back after 30 mins. I said ok. Thats it. No calls till now. I am unable to call back to that number also.

[Amijaz]

You need to callback to the customer care and ask them to make you connect with that guy

[cyborg_GSM]

One samsung person contacted me last week. he was so helbent on the  water log issue. He was like "without disassembling the phone we cannot find the issue. its only normal to disassemble a phone in repair center". He is not commenting on the point, they have damaged it doing so. It was a totally working phone with screen line. I told him I want the phone in same working condition. He said he will call me back next day. But till now no calls. They just closed the NCH ticket from company side today.

This is not a street corner mobile shop, They're an authorized service center. They have all official tools. They cannot damage the phone while diagnosis.

Samsung's closing ticket says, "Customer reported issue with phone, demanded free of cost repair, demand beyond policy"

does this NCH app have any consequences for them or is it just a portal?

I have clearly mentioned in the ticket, that service person damaged my phone while disassembly.  But company remark  just closed with a note. is that it?

I feel like only District consumer redressal will help. its a long process. but since its a court there will be a hearing.

[Yogiradadiya]

sir please can u tell how can in complain in consumner court as i have same problem.and is it free of cost?

[Amijaz]

If your phone doesn't have physical damage. Samsung Service Center will replace it Free of Cost. Try to visit Samsung Service Center before September 30th.

[Yogiradadiya]

I have just minor dent so they are denting it but i saw lots of video and tweet that if green line ocuur they are replacing it even there is small dent.and u have dent due to mobile cover its just shing get off

[Amijaz]

Anyway if no major hardware jssue, they are providing Free of Cost, just visit Service Center and let the phone be inspected

[Yogiradadiya]

They are not providing they just kepp deniying due to small dent due to cover it can be repair free even these are software issuee