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Samsung not repairing my under warranty phone

Complain ID : CCN021208   22  

NGO Complaint Complaint Date: July 20, 2016
I bought one Samsung On5 phone on 10th April 2016 and this phone is not working at all. I visited the service center and they said that the the phone needs to be repaired and the total cost will be 8000 Rs. They said that the phone can not be repaired under warranty as some liquid is found inside the phone which damaged the motherboard and LCD. My phone is working, just that i cannot see anything. People can call me and message me. I am able hear the ring and message tone just cannot see them and cannot reply a call. If the mother board is damaged, how can someone call me. Also when i start my phone, i see the Samsung Galaxy display start up screen. This means the LCD is also not damaged. There is some internal problem with the phone and Samsung don't want to repair/ replace this phone.

I called the customer care of samsung and explained the problem but they come up with no solution. I asked them about their escalation matrix and they said that they don't have this information available with them. They also made false commitment that they will call me back but they never did. I had to call them for a follow up. They have a link to contact the CEO office just to make fool of customers. I send them complain no resolution. I called/ emailed them almost 10 times and they said they cannot repair my phone. I asked them to give me in written and they sent me some company formatted mail where they didn't mention that they wouldn't repair my phone. On asking they said that this is the common format that they use and cannot change it.

I kindly request you to look into this matter and ask the samsung to replace my phone. I would also like to charge them for the mental harassment they did with me also waste my time. I could not use the phone service for almost a month now and want the claim for the same from Samsung.

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