Hello
This post is regarding a bad experience I am currently going through with samsung service center and Samsung Customer Service.
I had been using a Samsung Galaxy watch 4 from May 2022 (out of warranty as on 30/10/2023). In September the watch power button got damaged after it fell down. No screen damage or whatsoever but the power button works but doesn't "click".
I immediately took it to an authorised samsung service centre, Mastrofone service at Pattom, TVM on 30/10/2023. There they told me they'll have to replace the whole Power button with a new one which was out of stock at the time and so they needed to get it and might take a few days and they'll contact me as soon as it had arrived. I agreed and made a payment of ₹800 beforehand for which they gave me a cash payment receipt with the Job number mentioned (no Job form was issued) but I took the watch with me. After 5 days I called them and they confirmed replacement had indeed arrived and so I went there and submitted the watch at around 11am and they told me again they'll contact me after the repair. Same day Evening I called them again and they told me the job had been completed. So finally Got it fixed and I received the watch on 06/10/2024 along with ₹20 as the total came out to be only ₹780/-. They took the receipt inside for checking and I did not get it back. They did not mention anything out of the ordinary. And they had not taken any pictures of the watch which they usually do on receiving for service, as I understand now. Later at home,I noticed a minor dent and scratch below the power button area where they might have tried to pry open the back glass while repairing. I obviously gave them a bad review for carelessness and unprofessional attitude towards customers and I would not recommend it to anyone. The watch had some glitches here and there after repair but I did not take it seriously.
Now Watch 4 is an ip68 rated watch. That means it is "Resistant" to dust and water to some level. Like u can even shower with the watch on ur wrist, as I understand. I usually don't shower with it on me or get it wet especially after COVID times. But after few days my watch got damaged following minor water splashes on the watch on washing my hands. So I contacted customer care thru WhatsApp and I argued that the damage was caused after the service at Mastrofone. And that I want a free repair of my watch and I don't want to go there again. So the customer care handle gave me an option to visit Nath service centre at Kazhakkoottam where they'll physically examine the watch and asked me to get back to customer care with a new Job number.
I visited Nath service centre on 28/10/2023 and the service centre staff checked the watch and he showed me that it was indeed a water logging issue. He showed and told me about a litmus paper-like strip that showed red colour which meant water got inside the chamber. And he showed me traces of small water ?imprints here and there also a little "corrosion right at the level of Power button". I told him about the service centre I visited earlier. He told me that he cannot be sure of what I am claiming, but he will help me by uploading the pictures of the watch including damages and asked me to contact customer care after giving me a Job form which had the details of repair and job number. I confirmed with him abt any details (like pictures, description ) available on the previous service for which he responded as none available. He told the repair would almost cost around ~₹10000 as it would be multiple parts replacement including mother board OR he could just vaccum out some of the water and give it back which would not be a long term or reliable fix. I submitted the watch at the service centre and he told he will inform me abt the cost before repair and after getting my consent only will the actual repair be done.
So I came home and contacted samsung customer care toll free number. The customer care agent assured me he will definitely help me after following up with the Area Manager rather than contacting the service centre manager. And that he shall contact me in between. Later in the evening he called me and said the Area Manager had checked with the Mastrofone service centre manager and denied my claim. He told me that they had specific protocols to follow while servicing a device. After service they have a series of tests done like water resistance testing for quality checks. And also the scratch and dent below power button was due to damage beforehand and not at the service centre. He told me I can go to the service centre personally and check the CCTV footage. Since the watch is out of warranty, there is definitely no chance of a free repair and that the damages are seen as normal wear n tear. I asked him where wud the wear n tear be after all the quality checks for which he had no answer.
Let me explain: The first service centre opened my watch and 'IF' they saw a red strip which showed water logging issue beforehand, they would/should have informed me right away. Nothing of that sort took place. So no wear n tear beforehand.
Now after the service they did the quality check (obviously not so good). They are claiming they have certificate of the same- which means they have tightly sealed the watch and no water should/could enter. Therefore no wear n tear. But right after service my watch gets water logged.
Just because my watch is out of warranty they are outright denying my claims.
I think the staff at Mastrofone messed up by tampering with or not doing quality checks properly or not doing them at all and because of their carelessness I am being forced to spend money here.
Iam not sure how to proceed further except that am not paying for my repair. Can anyone help me understand the situation better and advice what further steps I should take regarding this issue?
