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.

[AtG1985]

First try reaching out to the samsung higher authority to inform them on such mismanagement and give them some time to respond. If this route doesn't work out take the legal route

[cyborg_GSM]

I do not know how to contact an higher authority than this customer service managers.

My only worry is these online customer service managers are like ghosts. If they don't  respond for call or email, that's it, everything starts from scratch and will go on for another 15 or 20 days with a new executive.

After sending a legal notice I need to wait for few weeks before filing a consumer case. From there it will take a month or two. So just thinking whether to go into the Samsung service rabbit hole again or to go swiftly with legal route.

Just got some inputs from a person who successfully won a consumer case for Samsung TV. These customer service executives have no knowledge about and don't care about consumer dispute cases. They're just tasked with getting money from you if your product is out of warranty.

[AtG1985]

I know it's difficult but try to go through the hierarchy

[Umangmathur]

Report to samsung

[Amijaz]

Report consumer court as well as report at Samsung service head(servicehead.in@samsung.com) and explain all this. Also if you have twitter account tag Samsung India and Samsung Head India

[cyborg_GSM]

Thanks for the email id. I will email them about the issue before sending legal notice.

[AtG1985]

Yes email is always powerful than talking to some **bleep** customer executives in a call.

[cyborg_GSM]

They have responded to my email and My god, its already causing me great deal of stress.

They're not acknowledging the actual issue here, Samsung service centre has damaged my phone and thier service manager is ghosting me since then. Whether I free repair or not is not the issue here. Instead they're saying,

your case with reference number xxxxxxxxxxxx was running with our concerned team and the same was closed on 0X.06.2024. Moreover, our team has informed you that we are not able to cater to your request for the  free of cost repair services.  However, I have again highlighted the same to our team.  I appreciate your patience in this regard.

I understand they cannot provide a free repair. I just want my phone back in the same working condition as I submitted that's all. Is that very hard to understand.

[Amijaz]

Now complaint in NCH app. Upload Job sheet as well, try to explain whatever happened in the description.