Suggestion required - consumer forum
Geetha Singh
(Querist) 22 March 2014
This query is : Resolved
Dear Sir / Madam,
This is regarding the Samsung Grand Duos Smartphone which was purchased in July 2013. After 4 months of Usage, the device started giving issues mentioned below.
1. Hung many times while using application like call log, gallery, Email etc
2. Navigating between the application, the screen goes blank and stops responding.
3. The Ringtone volume automatically increases to the maximum even though its set to minimum
4. Doesn't allow to accept call and stops responding... Even the hard booting doesn't work
5. The Device heats up lot when compared to earlier usage
First I went to the service center in Jayanagar 7th Block on 22nd Feb. They asked to leave the device and they will check. The next day I got a call and asked to collect the device. This was 23rd Feb i's Saturday. When I asked what the issues was, they said software had to be upgraded. So I took the device and started restoring the backup. To my surprise, the device started hanging and slow and was getting heated up. So I went on Monday , they took the device, asked me wait for One hrs, it took almost 2 Hrs and they gave back, stated there were 2 versions of software so now they tried with end version. Again after using for one day, it started with same issues. They once again loaded new software and asked me to use only in safe mood and not to install anything. I did As they suggested, unfortunately after 3-4 hrs of usage, the device automatically restarted. Now I had to complaint to the Head office and Logged online complaint as the local service center didn't accept the device for repair. The Head office team suggested me to change the service center and asked to submit the device to their BTM center. The next day I got call from head office stating the motherboard might have failed and they will replace the motherboard. After 10 days of blame game on Software, finally they accepted its hardware and motherboard has failed. After informing , in next 4 hrs time I get call from Service center stating the device is ready. To upgrade the software they take 1-2 days and motherboard has been replaced in 4 hrs time. This is something I really could not accept it. From next day they keeping calling and asking me to collect the repaired mobile and they say they would give 3 month of extended warranty. The motherboard is the Vital component of any electronic device and as a customer I requested them to replace with new set. They are not agreeing and this has caused me lot of problems. Now I want to file Complaint against the company and Need the refund. I don't want to use their products whose service and commitment towards customers are so bad. Pls suggest If i'm on the right way as I have never filed any complaints. Pls review my case and suggest If I'm eligible for what I'm claiming as a Consumer. Will be waiting for your reply. I have the bill and job sheet as well. Attaching the same for your reference.
Regards,
Geetha Singh
ajay sethi
(Expert) 22 March 2014
company has replaced the defective part within warranty period . SAmsung is a reputed brand . you cannot insist on new hand set. collect your repaired mobile phone . if hand set again gives problems inspite of repairs then you can ask for replacement
Nadeem Qureshi
(Expert) 22 March 2014
send a legal notice to company with your demand and compensation too.
if they are not ready then file a complaint before consumer court.
Rajendra K Goyal
(Expert) 22 March 2014
Send legal notice to the company and file consumer complaint after wards.
