| Name of Complainant | |
| Date of Complaint | July 3, 2021 |
| Name(s) of companies complained against | Samsung India |
| Category of complaint | Electronic Appliances |
| Permanent link of complaint | Right click to copy link |
| Share your complaint on social media for wider reach | |
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I have ordered (Order No: 11363956998) Samsung Wireless Charger Trio on 26-Nov-2020 and received the same on 28-Nov-2020 8 PM
I have noticed when I tried to charge either Galaxy watch(46mm LTE) or Galaxy watch (44mm LTE), watch is displaying charging but red light is flashing.
Both watches are charging perfectly when it is charged via charger came along with the watch.
I have reached out to live chat service to escalate the issue of my Galaxy Watch 46mm / 44mm LTE version not charging within a week after I received the watch.. The Live chat executive asked me to take the Wireless Charger to the customer care. However due to COVID-19 situation and having kid at my home, I have requested to arrange a pick up and all online shopping works that way. But she informed only mobiles are eligible for the pickup.
If Samsung cannot support this, pick up for other items. Please indicate the same in bold on the order screen. Else stop selling any other items apart from mobiles.
On 23-Dec-2020, I have reached out to Samsung customer care via phone. This time Service personnel at least understood my pain points, however he also informed me to take the Trio wireless charger pad to nearest service center and shared the below address. “Alpha Communication , Address: 1st Floor, Diamond Plaza, No. P -995, 12th Main Road, 2nd Avenue, Annanagar , Chennai , Tamil Nadu Contact Person: N Vinoth Kumar, Landline Number”
I tried to reach out the mentioned phone number. However not able to connect. So went directly to Samsung service center located at Anna Nagar and checked. However it was a waste of time and effort. They informed that they don’t have the required engineer who have expertise in watch.. That answer was not convincing. I had the Trio wireless charger pad, watch and watch charger. All they need to do is just check the charger is working or not. Instead, they ask me to call TNagar and check before visiting them.
I tried reaching out to TNagar number provided by Anna Nagar service center. But unfortunately I am not able to connect even after many tries.
Then I have reached out to customer service again. This time after explaining complete details again, the service personnel tried to connect me with his supervisor, but call disconnected abruptly after long wait. Tried to reach out to the same team again several times, but couldn’t reach out.
After several escalations to service head, they called me again and asked me to take the Wireless Charger Trio to the same Anna Nagar Service Center. I have visited the Anna Nagar Service Center on 30/12/2021. They have also verified with Samsung Gear S3 (2016 model) and it was working fine. Can’t really understand how come Trio Wireless Charing pad is supporting 2016 model but not 2018 model
After several follow ups with the service head, finally I have received the following junk message from service head team.
“This is in regards to the complaint of your Samsung Model – EP-P6300TBEGIN, bearing serial # RF7NA03PBPXWSF.
It is our best endeavor to provide you with impeccable product experience at Samsung. Our products pass through rigorous quality checks which are globally recognized; therefore, Samsung products stand out as best in terms of quality and service of the products.
Having said that, we always believe that our customers are the best judge and may help with improving our products. Therefore, we take every feedback with an assurance of improvement with every passing day.
The feedback shared by you regarding the product is appreciated. After an extensive diagnosis by our technical team we found that there is no issue with the product. The imported model watch which your are trying to connect is not compatible with the product.
We understand that you expect a refund in lieu of the product. We would like to inform you that unless the product has some technical fault, it will not be possible to either replace/repair or provide any refund on its behalf. As long as the product has any fault, it is always open to a repair as per Samsung’s warranty policy.
Nevertheless, we would like to take this opportunity to thank you for your feedback and to give us any other opportunity where we can serve you in any other way. We assure to give you the best possible solution in any manner.”
Again several follow up’s with the service head till Mar 2021 was again of time waste. I have still not got the product fixed however getting message of no sense. I have even escalated the matter to Samsung CEO which is again of no use. Still the Wireless Charger Trio is with the Anna Nagar service center.
After spending for the product ownership, I am not able to enjoy my ownership for the last 6 months. Please help me on this issue. Either Samsung India will have to fix the issue (or) full refund for the product.
Image Uploaded by Yogeshwaran Kuppuswamy: