From: Shreeram Bhagat, HCL BSERV
Sent: 22 November 2017 12:56
Subject: RE: Regarding Your Samsung Product:SM-B110E
I have already visited the centre twice and they have checked my handset. It is your service centre who initially checked and declared it a DOA case, otherwise before this I was not aware of “DOA” word. There is no need to visit the Service centre again for the same work. Please arrange for its replacement.
History of my case
Earlier Ref no. 3717394200 (June''17, Token F175).
Current Ref no. 3717394200.(13th Oct''17, Token F197)
In June''17 i had gone to Sect-3, Noida service centre and there Harish Basuya (TL) checked and found it a DOA case. He said _quotwe can issue you DOA letter provided you are going back to Bihar for claiming the replacement_quot. My response was _quotI just came back from Bihar and i find no logic in spending Rs.3000 fare in visiting Bihar and claiming this replacement mobile worth Rs.1400. Kindly arrange the replacement within NCR. It is not my fault_quot. His response was _quotWe can not replace it here. We are making a note of it and whenever you plan to go back to Bihar, collect the DOA letter from us_quot. Today when I visited the centre again and said that I am going back to Bihar during Diwali festival. Kindly issue me the DOA letter. He bluntly denied and said _quotwe can not issue DOA after so many months, DOA can be issued within 14 days of purchase and he denied any further cooperation_quot. Why did he not disclose 14 days condition in June''17. I need its replacement. I am not at fault, instead it a fault from Samsung issuing faulty mobile. Why should I suffer? I have train ticket for Bihar on this 16th Oct evening. Before this, kindly arrange for a DOA letter or confirmation to replace it in NCR itself. Impression - I do not find your staff supportive and policies are not customer centric.
Mobile - 8130827460
From: Manish Kumar Singh [mailto:email@example.com]
Sent: 23 October 2017 14:46
To: Shreeram Bhagat, HCL BSERV <Shreeram.Bhagat@hcl.com>
Subject: Regarding Your Samsung Product:SM-B110E
Dear Mr. Bhagat ,
This is in regards to the complaint of your Samsung (model code SM-B110E),
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 as compared to other products in the same category.
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 quality is appreciated. We assure you that we are doing our best to give you a perfect resolution for query.
We hope that you will appreciate the fact that we want to give you the best resolution; therefore, we request you to visit the SVC center in Noida sector 3 below is the address so that we can inspect the handset and provide you best possible solution.
HCL Service Limited
D1, Sector-3, Ground Floor,
Ms Shimaila /Pooja
As per our discussion, you will be visit the service center on 30.10.2017.
Please reply on the same email whenever you back in town please get in touch with us we will assist you in a best possible manner.
We value your relationship with Samsung and assure you of our best services, always!
Manish Kumar Singh
Samsung India Electronics Pvt. Ltd.
Desk Phone: 0124-6180800 Extn 1611 (Mon - Fri, 08:30 AM - 05:30 PM)