I have written several times to Samsung contact us page, two times to CEO, but the matter is still unsolved. My letters are as follows:
Mail to CEO, Samsung thru website http://www.samsung.com/in/info/contactus.html :
Sub: DEALY IN SOLVING MY PROBLEM AGAINST COMPLAIN No. 8426451896 DATED 18.04.2012
SIR,
I have complained against one of your dealer in this website on 18.04.2012 but I got 2 repeated reply alongwith voice call that you are forwarding the case to concerned department. Again I have received a mail from support.india@samsung.com stating as follows: “We wish to confirm that we acknowledge your feedback and have forwarded the same to our Escalations team for necessary actions as seeing your dissatifaction. Our escalations team is working on your complaint with the complaint no. (8426451896) and they will get back to you at their earliest with a proper response.
We appreciate your patience and would request you to accept this letter as our formal letter of apology for the inconvenience caused to you due to our Services/Products.
We would like to assure you that you are an important and integral member of the Samsung family. It is a privilege and honor to have you as our valued customer and we look forward to a long and fruitful association with you.
Once again, we would like to assure you of our total commitment towards your satisfaction as a Valued Samsung Customer.
Warm Regards,
Jasminder singh
Customer Satisfaction Team – Support.India
Contact Numbers
MTNL/BSNL Users: 1800 110011 (Toll-free)
Others: 30308282 (Chargeable – To dial, prefix your local STD code)”
This last mail I have received on 26 April, 2012. Till then, already one month is over but I got no response from your side. It compelled me to intimate the matter to you so that I get justice.
I am attaching herewith two pdf files, 1. copy of bill by which I have purchased the phone from Savera Marketing Agency, Kolkata. and 2. Copy of mails between me and samsung.
Hope, I will get an early response from you.
Thanking you,
Anupam Das
File attached: 1. Bill copy 2. Mail between myself and Samsung
My initial complain thru your website:
Step1 : Tell us your issueStep2 : See if FAQ helpsStep3 : Send Email
Your information
First Name *Anupam Last Name *Das E-mail Address *anupam4119@gmail.com Postal Code *743165 Phone *9331456575
Product information
Mobile Phone > Bar > SCH-I589 S/NA000002FD59B71, 359099040041278 Purchase date14.03.2012
Subject *Specification mismatch, request for change to other phone Message *Sir,
As I have in need of a good quality dual sim phone with 3G feature (CDMA+GSM), I contacted a Samsung Hub named Savera Marketing Agency P. Ltd., 71, Bentick Street, Ground Floor, (G C Avenue Crossing), Kolkata -13. Miss Manisha there guided me about Samsung Galaxy Ace Duos. She told me that the mobile works on both CDMA & GSM sim and also runs with 3G facility with 3.1 mbps speed on both the sims. I then bought a Samsung Galaxy Ace Duos mobile from Savera Marketing Agency P. Ltd. (Invoice no. BH-SAM-RI-01372 dt. 14.03.12). Returned home, I cheked that 3G does not work on any sim. I use MTS cdma and BSNL/vodafone gsm sim but 3G does not work on any sim.
As my residence is far away from the above shop, I cannot go there regularly. However I again went to Savera on 19.03.12 (taking leave from my office) and returned the mobile for the above mentioned reason. Miss Manisha told me that she will talk with the company.
In the next week, again I took leave from my office and meet Miss Manish. She told me that she was earlier infromed from company person that the phone runs with 3G facility on both cdma and gsm sim but later she came to know that 3G facility is available only with CDMA sim. But, the phone does not support 3G facility even on CDMA SIM.
I then request her to allow me to change the mobile with any other model with higher price against paying the difference amount. She told me that she will dicuss with company person regarding the same.
Miss Manisha told me that I have to take Tata cdma OMH connection for using the mobile. I denied to accept the proposal as OMH sim can not support 3G speed. I am already using another mobile with 2G speed.
At this circumstances, I request to allow me to buy a Samsung Galaxy Tab 620 or some other tab in lieu of Samsung Galaxy Ace Duos and oblige.
Thanking you,
Anupam Das
Phone: 9331456575
Upload files
Upload FilesAttach files SAMSUNG GALAXY ACE DUOS_BILL COPY.pdf
Reply from Samsung: (Samsung Customer Support Center) on April 19, 2012.
Dear Mr. Das,
We are sorry for the inconvenience caused to you with our product and services.
We are forwarding the case to the concern department you will be contacted accordingly.
Regards,
Technical Support Team
Samsung India Electronics Pvt. Ltd.
My reply:
As guided in the above mail, I have received a call from your personnel yesterday at 8 p.m. regarding the same. He told me to contact Mr. Prabir who can assist me to solve the problem.
Accordingly, I contacted Mr. Prabir today (No. 9830271000) and told him the problem in details. He then contacted Savera Marketing Agency from which I have bought the phone. then Miss Manisha contacted me but she denied to change the phone moreover she told me she would not take the responsibility if the phone is lost because I have complained to Samsung. She told me to take back the phone immediately without any further complain.
Now, I being a customer, can not decide what to do now. I am completely at a loss. I repeatedly told Miss Manisha that I would not buy the phone if she do not told me that it would works with 3G facility with both sim and requested her to change the mobile with any other GSM MODEL/TAB. She then threatened me that she will deny that she told me that it will work with 3g facility with both the sims if I do not accept the phone from her immediately.
I again contacted Mr. Prabir Das and told me what Miss Manish told me. He then suggested me to request you to give approval about exchange of the phone with another model. If you give the proper approval, he is ready to change it.
Now, it is my humble request to give the proper approval so that I can exchange the phone with another model which can serve my purpose. As the price of the phone is too much (nearly one month salary), I am very much worried of my money too. Please be kind enough so that I can keep faith on Samsung.
Thanking you,
Anupam Das
9331456575
Reply from Samsung: (Samsung Customer Support Center) on April 23, 2012.
Dear Mr. Das,
We are sorry for the inconvenience caused to you with our product and services.
we are forwarding the case to the concern department you will be contacted accordingly.
Regards,
Technical Support Team
Samsung India Electronics Pvt. Ltd.
My reply: on April 25, 2012
Sir,
Your reply do not solve my problem. Moreover you are lingering enough rather than to solve it. Perhaps you did not go thru my earlier mail. At present, I came to know that this phone does not support 3G on GSM sim; however I have been told that this phone does work 3G on both the sim by your dealer and quite surprisingly you are not taking any responsibility of your dealer however, the dealer is appointed by you.
I am again requesting you to go thru my mail and suggest what I have to do now as this phone will not serve my purpose. Hope the company like Samsung will not encourage any cheating activitiy to their customers. Or, I may go to Consumer forum(wbconsumers.nic.in), or, www.consumercomplaints.in/complaints/samsung-mobile-internation…if you suggest so.
For your convenient, I am giving below the details about my earlier mail:
Anupam Das, 09331456575
On Thu, Apr 26, 2012 at 3:53 PM, SUPPORT INDIA
Dear Mr. Das,
Samsung Namaskar!
Firstly, we would like to thank you for taking time in writing to us.
This is in reference with your email regarding your experience with Samsung services / product. We have thoroughly reviewed your issue and feel that we owe you our deepest apologies for the inconvenience that has been caused to you.
We wish to confirm that we acknowledge your feedback and have forwarded the same to our Escalations team for necessary actions as seeing your dissatifaction. Our escalations team is working on your complaint with the complaint no. (8426451896) and they will get back to you at their earliest with a proper response.
We appreciate your patience and would request you to accept this letter as our formal letter of apology for the inconvenience caused to you due to our Services/Products.
We would like to assure you that you are an important and integral member of the Samsung family. It is a privilege and honor to have you as our valued customer and we look forward to a long and fruitful association with you.
Once again, we would like to assure you of our total commitment towards your satisfaction as a Valued Samsung Customer.
Warm Regards,
Jasminder singh
Customer Satisfaction Team – Support.India
Contact Numbers
MTNL/BSNL Users: 1800 110011 (Toll-free)
Others: 30308282 (Chargeable – To dial, prefix your local STD code)
My reply to support.india@samsung.com
On Sun, May 6, 2012 at 1:39 PM, Anupam Das
Sir,
As per the last conversation, you have requested me to wait for a few days and within that period you will take a decision and will intimate me. But one week already elapsed; I do not know if there is any progress regarding the matter. Hope you are still considering the matter at your end. Waiting for your reply.
Thanking you,
Anupam Das
9331456575
On Friday, May 11, 2012 Anupam Das
Sir,
I am still waiting for your decesion. Its already 15 days past since your last call. Please do the needful at the earliest. My complain number lodged with you is 8426451896.
Anupam Das
Phone: 9331456575
Reminder mail to CEO, on 22-06-2012, 11-10 pm
I have written to CEO, Samsung regarding my complain, no. 8426451896 DATED 18.04.2012 about delay in taking decision, nearing a month ago. Still the matter is pending.
What a pity. The staff of Samsung like company do not care for their CEO’s direction! So, what may I expect from them?
Anyway, thank you again for not solving my problem.
ANUPAM DAS
09331456575