Faulty product and bad service followed by false claims

G-3/4
Model Town 3rd
Delhi-110009

22 April 2016

Consumer complaint division

SUBJECT-: Faulty product followed by bad service and false claims
Dear sir/madam
I purchased a mobile phone on 07 april 2016. Brand-samsung Model-galaxy s6.

Unfortunately the charger provided was not working as advertised. It was taking 7-8 hours to charge my device with it. Seeing that I contacted the shop from where I had purchased this device.(CARIANO TELECOM 5-6-7 E KAMLA NAGAR DELHI-110007 TEL: 45661666) It was there rightful duty to provide me with a replacement charger but instead they asked me to go to the customer care. So I did. I went to the nearest service center from my residence , which is located in the model town 3rd market on the first floor. I went there on a sunday as it said "7 days open" , but it wasn't open. A person from the same building informed me that it is always closed on a sunday despite being advertised as 7 days open.
After that I went there again on a non sunday and had to wait for a while just to tell them my problem. The service center was not at all crowded with barely 2-3 customers waiting and despite this fact they asked me to wait for my turn. They had 10 desks to solve customer grievances but only 3 of them were working. There was no shortage of staff or anything like that. They were simply sitting in a backroom chatting. One of the female staff member was sitting on the complaint desk and was playing a game on her mobile instead of hearing what the customers had to say. After all this my turn came and they called me. At first glance only the staff members seemed arrogant and not at all sympathetic towards the customer and there grievances. I explained my problem , showed them the bill and told whatever I was asked. Whe it was stated that the charger was Faulty I asked them for my free replacement. They said that they were out of stock and could give it to me a couple days later. Then I went again (third time) to the center. The same things happened. Empty center , most of the desk had no staff attending the customers , most of them busy chatting and I was sitting there waiting. When my turn came I went ahead and explained everything again and asked for my replacement. This time the staff attending me was a female named sakshi. She is probably the most arrogant and insensitive customer care executive I've ever seen.(rest of the staff was no better).
She asked me my problems and was checking things. It took a lot of time and when I asked why she said that these are necessary formalities and it could take upto an hour for me to receive my cable. That meant an hour of sitting and waiting. Thankfully it didn't took an hour but it easily took them 40 mins from the time I entered to the time I received the charging cable. After that I was handed a feedback form which I filled out in the manner I had felt about the whole experience and gave my comments on the false claim of 7 days open. When I submitted the form back and was about to leave she stopped me and started questioning me jn a rude manner that how dare I fill such negative response in the feedback form. I just told her what I felt but she was not ready to listen. She raised her voice and was not at all apologetic. Other staff members were standing behind and laughing instead of doing something. As far as I know an executive should improve after getting a negative feedback but here they had a whole new way of dealing with such responses. An executive shouting that too on her mistake is not acceptable.
**MY REQUEST NO. AT SAMSUNG SERVICE STATION - 4212888678

In short samsung provided me with a faulty charger.
Cariano telecom refused me of my rightful replacement.
The service center located in model town 3rd false advertises there 7 days open promise (I enquired and it was not a one time thing).
The staff/employees prefer playing mobile games and chatting instead of helping.
They are the most arrogant,insensitive and unhelpful customer care executive I've ever dealt with in my entire life.
They weren't apologetic at all.
They like to shout at customers who are already tensed.

I have used many mobile phones but never had an experience this bad with the customer care.
I hope you will do something about it and reply me back as soon as possible
Sincerely
Gopesh Gupta