Top critical review
28 September 2018
On 17 July 2018, I purchased a Samsung Galaxy J8 mobile phone on Amazon.in as it is a dual sim phone built with new technology and looked promising considering the features and upgrades.
However, within 2 months of purchase, the phone started malfunctioning. On my visit to the service centre, I was informed by the Customer Service Executive that the hardware of the phone has malfunctioned and the same needs to be repaired. I was shocked to find that a mobile phone which is worth Rs. 18,000-20,000 malfunctioned within 2 months of purchase. I told them that I don''t want my phone to be opened up and repaired within 2 months of purchase and requested them for replacement with a new device. The customer service executive informed me that I will have to speak to the Customer Care if I want a replacement. Accordingly, I called the Customer Care and explained the whole situation to them. The customer care informed me that they will escalate the matter, however, they cannot commit a replacement. As directed by the Customer Care, I submitted my phone with the Service Centre and a job sheet was created for my phone.
Simultaneously, I also wrote a mail to the CEO Desk explaining the whole situation and demanding a replacement of the phone as it had malfunctioned within 2 months of purchase and the same was solely attributable to manufacturing. The representative from the CEO Desk called and denied any kind of replacement in the name of policies and asked me to accept the repair offer or they will return the phone as it is. I was forced to accept the repair offer as I had no other choice. The company was adamant and insensitive towards the problem being faced by a customer in the name of policies. I am sure no customer would want his mobile phone which is worth Rs. 20,000 to be opened up like a can of beans within 2 months of purchase.
I am completely shocked and devastated by the adamant and insensitive behavior of SAMSUNG and that too when the malfunctioning of the phone is solely attributable to their manufacturing. If I had known that their mobile phone will perform so badly and I will have to face such problems with Samsung then I would have rather purchased device of some other company. I am really very unhappy and dissatisfied with the whole experience and will think thousand times before buying any samsung product next time.