I had purchased Samsung Galaxy R from authorized dealer Hi-Life Solutions (Laxmi Nagar, New Delhi) on 27 November 2011. But, the product purchased turned out to be defective.
I had to spend more nearly 1/2 the purchase amount on petrol costs just for visiting various service centers more than 20 odd times (from date of purchase to March end 2012).
After more than 10 job sheets, I was about to go to consumer court when I got to know about Akosha. As a last resort (before consumer forum) I filed the complaint against Samsung with Akosha.
Initially after slow response, all I had to do was sit back and relax while Akosha took the matters in their hands.
Finally after months of "Samsung's Superb Customer Service" and Akosha's invaluable help, I got the refund for the Galaxy R in full from Samsung customer care.
All I have to say for Akosha is "AKOSHA ROCKS!"
I would have never got refund if it was not for Akosha.
Thank You So Very Much!
Complaint DescriptionI purchased Samsung Galaxy R from authorized dealer Hi-Life Solutions on 27 November 2011. However, the product purchased turned out to be defective. The phone started giving the trouble on 2 December with the display automatically going blank. The calls could be received but not attended due to blank display. Following is our experience with global giant Samsung Customer "Care". 1) 4 December 2011 We went to Authorized dealer on 4 December 2011 and he said we should go to service station (Mahavaishnavi Station, Laxmi Nagar, New Delhi). Upon reaching there, we waited for more than an hour before our case could be heard. Once they finally paid attention, they refused to replace the product as it was more than 4 days after purchase. During our purchase we were told nothing about 4 day replacement constraint even when we repeatedly asked about replacement policy. Hence, the service station executives formatted the phone and said there wont be further problem. He said there is a need for software update and we need to go to Nehru Place as they cannot send the phone to their own service station. On 10 December 2011, the same problem came again with display going blank. 2) 10 December 2011 On 10 December 2011, the same problem came again. We again went to customer care. They offered to update the software of the phone. First they refused to provide customer service and directed to us "other service centers". When we asked for written confirmation about going to service center, then they said, "Ok leave phone with us." They kept the phone with them and returned it back approximately after 3 days. On 3 January, again the problem came. 3) 3 January 2012 We went again to customer care center. They yet again offered temporary solution of replacing the PBA. We asked them to mention in the job sheet asking when they will return the phone, they refused to do it. Then we asked them to write in job sheet what all "fixation" the phone had gone previously since purchase (multiple formatting & software updates) but as expected, they refused. They then said phone will be returned on 11 January 2012. We went to the service center (after no one picked up our multiple calls) and to our shocking dismal they said phone is not fixed. And then they asked us to come on 12 January 2012. We went and they said, they dont know when the phone will come. Then finally the phone arrived on 18 January 2012 (that too after constant visits to service center). We asked them to give in writing that problem will not arise again but they refused to do so. 4) 13 February The phone again started to give problems: Hang, software error and force closure of application. Then we went to Patparganj Service Station, New Delhi (M.S. Electronics). The manager, Mr. Kaushik acknowledged the problem. He asked to keep phone for 2 days with him for testing and said there wont be problem again. He also advised not to use Memory Card to which we said if there is no need to use memory card, then why the slot is given. They had no answer to it. We got phone back on 15 February after assuring that there wont be problem again. 5) 3 March 2012 The same old problem started again of display going blank, phone hang, force closure. He again saw problem himself and said he will keep phone for testing for 2 days. Then after 2 days he again said there should not be problem again. 6) 16 March 2012 Same problems: Display blank. After calling customer care for numerous hours, they gave the phone number of executive under whom entire Delhi region is. We talked to him and he advised us to go to Laxmi Nagar Service Center and asked us to submit phone again and put him on conversation with the manager of center. The service center checked the phone and the problem was apparent. They kept phone for testing while talking with the Delhi Region head and asked for 2 days time. He said LCD screen needs to be changed and then there wont be any problem. The Delhi Region head, when we initially contacted him, talked to us in such manner that he is agreeing for refund or replacement but then refused after few hours and said we will not replace or refund it. Ever since purchase of phone on 27 November 2011, the phone has seen the light of service center more than it has been in use by me. Besides these, it has caused us immense loss of time and money by visiting different service centers for last 4 months and huge mental stress. In the warranty card that we have, there has been no mention of 4 days replacement policy. We feel highly misinformed. We hope Akosha can help us.