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Mobile complaint against samsung company has cheated me.

Complain ID : CCN022537   60  

Consumer Rights Complaint Date: September 13, 2016
Modified date: September 17, 2016
Dear Sir,
I am being a very old user of Samsung handset, has got a very bad experience of your newly launched Samung J7. I have been using Samsung from last ten years and was quite satisfied with its performance due to which I have referred my family and friends too to buy Samsung handset.
Coming back to the issue I faced is poor handset performance, pathetic service center experience ahmedabad and poor handling skills in terms of handset and customer.
Problem faced.
I bought Samsung J7 in the month of march’16 , suddenly one fine day in August my phone display gone, i was surprised that how come a phone display gone within 5 months time , I went to see your customer care - Ahmedabad where I don’t remember the executive name, he took my handset and showed it to her engineer and in half an hour time he came back and informed that handset needs to be repaired due to display issue and it’s covered under warranty or else you may go for refund as Samsung is pulling this handset from market due to manufacturing fault. I also noticed that there were many customers in service center with Samsung J7 had come for replacement /refund. I was little bit upset as I am still using A5 but such issues never found, while your company executive asked me about submitting cancelled cheque and id proof, the same has been submitted, now they are telling that we will change the display only we will not refund, I am not ready to accept the same, as it is manufacturing defect.

Now the real story starts, after writting to your company, i am getting calls from various numbers and that numbers are not contactable in return, while asking them to reply on mail they were not ready, and suddenly now they reply on mail, where return reply is not possible, every time i asked for escalation matrix and citizen charter, none of your executive is ready to provide the same, I am not ready to accept the repair I just want refund of my money, as the phone have manufacturing defect and your company executive only told me to submit the docs for refund.

This matter is pending since last 2 months and now i am feeling harrased.

In a simple words I have to say that this is a harassment to me by Samsung. My complaint not been handled properly and top of that Service center not ready to accept their fault of mis-handling my handset. I want complete refund of the handset or else I will have to put it in social media and take it to consumer forum.
Note: I have wasted lot of time and energy for this handset and now I am not gonna visit service center or anywhere else. I need a solution from you.

Details of My Handset:
Model: Samsung J7
Regards
on behalf of Mandakini Mehta
Nishit Mehta

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