Submitted by: hitenkanabar
I have purchased one samsung galaxy s7 edge (Samsung handset with model number – sm-g935fzduins and serial number – rz8h70lcgbx). Relevant documents are attached for your quick ref. Unfortunately, display got damaged due to accident. On 13/09/2016 i contacted service center for resolution. Service centre took the case advance from me for the estimate and cash as an advance (I asked for credit card payment however they said they need cash only) rs 6, 000 to start the work. I submitted all the money and cash as per instruction / order of the customer care executive. After few days on my follow up i got call from center for the commercial solution. They informed me they don’t have parts!!!
They told me to submit the entire box and accessories with cancel check and id proof for issuing the refund. I did all the submission immediately on 08/10/2016. They told me normally it takes one month time for the processing refund. Which i thought would be right / justified. However, as a customer i expect the work has to be finished by the committed date. Till date i don’t have any update. Its more than one month now. Some days back i called the service center for the help. They told me to contact call center and ask them to expedite. I called call center and call center told me call service center. Now i don’t know what to do here. As i have lost my phone and i have no clue what will happen. I also asked for my refund of cash advance for the work but they said they can’t issue now.
I wrote twice on the contact us section from your web site. Both the time i got standard reply and no clue what is happening and i have to wait till how long to get resolution here. I don’t know how many times i have to raise the request and how much time i will have to wait for the resolution. This is very bad client service experience. I was informed i will get update soon. Now i want to ask what is the definition of “some time” i can’t wait till infinity. My money is at stake after spending such huge amount i am without phone
Now i have received chk from the company. However, my insurance company needs letter from samsung where they want fact to be mentioned that “since, there is no stock we have issued refund”. Without this document insurance company will not process my claim. I have written multiple times to company for this letter but they are not providing this letter.