| Name of Complainant | |
| Date of Complaint | November 1, 2023 |
| Name(s) of companies complained against | SAMSUNG INDIA ELECTRONICS PVT. LTD. |
| Category of complaint | Mobile Phone |
| Permanent link of complaint | Right click to copy link |
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Dear Sir/Madam,
I am writing to file a complaint against Samsung Electronics regarding the service I received for my Samsung Galaxy Fold 4. I am seeking your assistance in resolving this matter as it involves a breach of warranty and unjustified charges.
On October 4, 2023, at 16:52:44, I visited the authorised Samsung service centre in Secunderabad, Telangana, with my Samsung Galaxy Fold 4, which was experiencing a folding issue. I informed the service centre staff that there was a scratch on the outer part of the phone, caused by a key, and that this scratch was not related to the folding issue. Despite my explanation, the service centre staff declined to repair the folding issue, citing the scratch as the reason for their refusal.
The Samsung Galaxy Fold 4 was purchased on October 29, 2022, and is well within the warranty period. The service centre’s refusal to repair the folding issue, which is covered under warranty, is not only a breach of the warranty agreement but also a violation of my rights as a consumer.
Furthermore, I would like to point out that Samsung manufactures screen guards to protect all parts of the phone except for the specific area where the scratch was made. This essentially means that they do not provide a protective case for the phone that covers the scratched part. To add to the inconvenience, the company’s solution to this problem is to sell a cover for INR 9,000, which is exorbitantly priced and unaffordable for many customers. It is unreasonable for Samsung to expect customers to use a third-party cover, especially when the company itself fails to provide a practical and affordable solution to protect their phones comprehensively.
Additionally, I would like to bring to your attention that the repair cost provided by the service centre seems unjustifiably high. According to their offer, they are providing a goodwill gesture discount of INR 13,734, bringing the final repair cost to INR 41,202. However, as per Samsung’s website, the cost of the screen replacement is listed as only INR 44,755. It is unclear why the service centre is charging a significantly higher amount for the repair compared to the standard cost stated on their official website.
I can produce the purchase receipt, warranty documents, and photographs of the scratch on the outer part of the phone for your reference, as the same were already provided to Samsung. I am deeply disappointed by Samsung’s refusal to honour their warranty, their failure to address a known issue with their product, and the unjustifiably high repair cost provided by the service centre. I kindly request your assistance in mediating this dispute and ensuring that Samsung rectifies this situation promptly and fairly.
I appreciate your attention to this matter and look forward to your prompt response. Please feel free to contact me at [email protected] if you require any further information.
Thank you for your time and assistance.
Sincerely,
Karthik Mallaram
