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Active Level 7
This is a post about my experience with Samsung Service Center in Mumbai, how i faced problems and got it resolved. Since this is going to be a long post if you just need the solution and don't wish to read the whole story, scroll down and skip to the last para. 


I am using my note 10 plus since launch last year and had gone ahead and bought the extended warranty for my phone as i knew i would use for more than a year.. so keep in mind its extended warranty and not comprehensive or accidental damage protection.. ok so i am gonna start with how i use my phone.. when i am at home i mostly take my case off its only phone and till last month it was the pre applied screen protector not even tempered glass.. i like how the device feels slim and very comfy without the case.. only when i move out i put a case on.. i have used dbrand case and one more 3rd party clear case don't remember the name and ofcourse for a month i had used the clear case included in the box as well.. so this is about my usage till date and i don't know how last month on 27th september i noticed that my back panel started to become a bit loose like the glue had become a little weak.. i was worried that dust might go in so i visited the service center and here comes the first tip to people who have extended/comprehensive/accidental damage protection.. if your phone is out of standard warranty and you want to claim any of the above.. you need to call customer care on 18002021234 and activate the claim like customer care will ask which service center and when are you visiting to claim.. the service center can see it online and not charge to your bill.. its a mandatory step for claiming anything outside of standard warranty.. since i was not aware about it i had do it at the service center itself and it took like extra 15 mins or so.. after that they took my phone and told me to call and visit the next day.. so next day i visited again the device was ready.. there was no major repair job to be done but to just stick the back panel nice and firm.. and to my surprise i noticed the back panel was scuffed from inside.. by the look of it i think they must have kept something on the color side and hence the color was damaged.. glass was not damaged but the color was scuffed from inside the panel.. ok so this was my first repair job done on my phone and it was under extended warranty so there is no chance that the phone was opened anytime before this repair.. so i met the manager on duty and she was like we don't know how this has happened and she was of the view that neither its my mistake nor theirs.. the marks appeared magically without any logical reasoning.. so i asked if they would replace it for me or no.. she directly said no that is not possible under extended warranty.. damages are covered only under accidental or comprehensive.. does that statement make sense when the damages are done by the service center? so i told her that you know its your fault and you will have to change this back panel.. i did not play the samsung members brand ambassador card yet because i wanted to go through the whole process as a normal customer and not brand ambassador.. so i went home and searched samsung's website i found servicehead's email id.. i narrated the whole drama in that email and sent photos of my back panel.. within a day i received a call from them and they clarified a few doubts they had and told me to be patient and wait for a few days they'll come up with some solution for it.. i had clearly stated in my email that only solution for this is a replacement of my back panel so they were aware about that as well.. so i was told that servicehead team will reach out to me within a week.. 1 week passed by and there was no response but I was very patient and dropped one more email to them as a reminder that you gotta come up with something.. to that they responded via email they are working on it and will get back on call once they have something.. so after approx 2 weeks i got a call from servicehead team with the service center on conference call.. i was asked for my convenient time when i can visit and was told that my back panel will be replaced within 1.5 - 2 hrs on same day.. with the service center guy agreeing to same on call and he gave his number as well if anything goes wrong.. also the person calling from service head team gave her number and extension so that i can reach them over call if the need be.. i met the same manager on duty at service center whom i mentioned earlier and she agreed to do the job.. she was like i am aware about the case we were getting approval from the management for the back panel replacement so it took 2 weeks.. i was not interested in debating with them that they should have just accepted and replaced it in the first place 2 weeks back as they were at fault. I got my back panel replaced within promised time and that is what matters more.

Write in the comments if anyone needs help relating to this topic.

Attaching photos of the damaged back panel so you guys can be alert about it while collecting your phone from service center. Also photos are taken from an old phone so they are not very clear but you'll get the idea. Not attaching photos of the replaced panel its a new one nothing much to show there. 

So the moral- I strongly believe if you have any problems with service center contact on this email id - 
servicehead.in@samsung.com 

Be patient and calm ✌🏻💥
Hope this helps! Thank you. 

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4 Comments
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Should I post It to the Mod Group
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Sure you can.. I have shared it in the conversation group already..
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Expert Level 5
yes I also suggest people to contact on that email id, and it worked for so many peoples
and this is good that you shared your experience with service centre
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Active Level 8

Dear Samsung Member,


Greetings from Samsung Customer Support!


We apologize for the inconvenience caused to you. We would request you to kindly raise your concern under the Ask Question section from Samsung Member Application with more details, so that we can help you out with this.
Samsung member application > Click on get help > Send feedback > Ask question.


Thank you for writing to Samsung.


Warm Regards,
Samsung Customer Support

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