In September 2022, I invested ₹125,000 in a Samsung Galaxy Z Fold 4, expecting premium quality and service. Unfortunately, after a software update, on May 29, 2024, a display line appeared on the front screen. By June 8, the main screen stopped functioning correctly, only working halfway when opened.
I promptly contacted Samsung Customer Care and was directed to Mr. Gowree Shankar P, the Customer Experience Manager. On June 7, I submitted my phone to the Kottayam service center, where it passed all quality checks with no physical damage noted. Later Mr. Gowree Shankar asked to submit phone once again for further checkup. On June 21 I went for submitting the phone and been told that they haven't recieved any prompt from higher centre. I made calls to customer care executive multiple times, while standing infront of the customer care centre. And finally they sent email to MSC and asked to upload estimation and job sheet. This done on the same day, Despite this, I received no resolution.
Between June 3 and June 9, I made multiple calls to customer care, seeking a response. I also emailed Mr. Gowree Shankar on June 27, warning of potential legal action if the issue remained unresolved, but received no reply.
Adding to my frustration, I discovered that Samsung had acknowledged similar display issues in other premium models and had offered a one-time free replacement for those devices. However, the Galaxy Z Fold 4, despite being one of the most expensive models, was not included in this policy.
The lack of response and inadequate service from Samsung has caused significant inconvenience and distress. If this issue isn’t resolved soon, I will file a formal complaint with the District Consumer Disputes Redressal Forum in Kottayam. @SamsungIndia, it’s disappointing to see such neglect for a high-value customer. #Samsung #CustomerServiceFail #ConsumerRights
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I have purchased both Fold and Flip 4. The internal screen for both devices stopped working after almost a year. Pathatic product at this cost. I would suggest not to buy fold or flip products of Samsung.
