"A Garbage Modern Retail Store pushes you to buy CRAP, and then SHOWS it cares, and pushes back the CRAP after claiming to have got the issue fixed. But in the whole process, what poor customer gets to retain is the CRAP while paying the FULL PRICE"
Pasting exchange of e-mails with Croma and Samsung.
I hope it could help a few confused souls who might be considering buying this piece of trash from - what an idiot called it as - "MODERN RETAIL STORE". Obviously, I have vowed never to buy any electronic good from Tata Croma here onwards, and ofcourse Samsung Products are BIG NO !!:
---------------------------------------------------------------------------------------------------------
Dear Sir,
Following our long discussion today with your team (Ref
Complaint No-<>), providing below the jist of a serious issue for your
urgent attention (and the reference mail trail with video attachment of one of
the big issues).
We have been told that this issue has now been escalated and we
sincerely hope that this message would be used as a reference for all the
discussions going forward:
Recently, we bought Samsung Galaxy S4 handset from one of your
registered dealer – Tata Group’s CROMA store in Gurgaon-DLF Mega Mall.
Details of the Faulty Handset are as follows:
Date of Purchase: 15-06-2014
Seller: CROMA- DLF Mega Mall
Phone Model: Samsung galaxy S4-I95000K Black
IMEI No: <>
S/N: <>
Model-written on handset-(GT-I9500)
We wish to bring to your attention that even from the first week
of purchase, we started facing issues with this handset, which gradually became
serious as the time progressed such as calls would disconnect every 2-3
minutes, speakers would stop working, Ringtone sound was not audible, Phone
screen would start flickering abruptly on playing Videos, symptoms of battery
issue.
Initially, we thought that there might be some network problems
that may be causing these issues. Never did it occur to us in the beginning,
that we may have been misled into buying a faulty handset. But when the problem
started to persist, we were forced to report it with CROMA store on 8th of
July, following which handset was delivered to the store on 15th of July.
Since then, we have been forced into situations of remorse and
regret as we have been continuously harassed by CROMA’s team (led by Mr. <> Aggarwal-Service Manager, and CROMA’s Store Manager) and of-course now by the
SAMSUNG team. What is further shocking is that we are talking about one of the
leading brands here.
I’m afraid to say that your process of handling grievance is not
customer friendly at all.
Just to cite an instance - In last 5 days, 3 different people
from your Help desk have called us (<>, <> & <>). But,
none of them had an inkling of the real issue we have been raising thereby
making the process even more painful. We literally had to spend 15 odd minutes
only explaining what we had also mentioned in e-mails to CROMA. On top of that
we are being put in conference call with various people not really relevant to
our demand and the case at hand (Mr. <> Sharma-ASM, Mr. <> Bhardwaj-Owner of the Service Centers who evaded the pointed questions, and who
we understand have no authority to make any decisions based on customer
feedback as such). (Do we understand these as diversionary tactics?)
I would urge you to go through the mail trail to understand the
issue – because this is clearly a case of BREACH OF TRUST by one of the leading
mobile phone brands across the world -
• It is now proven
that we have been sold a FAULTY product, ofcourse not the one we paid for –
since we paid Rs. 30K for a high end phone of a leading global brand Samsung
which would provide us a world class mobile experience, not the one from which
even making a call would become a huge hassle.
• We understand
that CROMA has further sent this Phone to Service Center (Jai Sai Ram,
supposedly an authorized service center).
But, this kind of resolution would make any sense only if the phone had
been in use for reasonable period of time. This handset started showing issues
right from the first week of purchase. Therefore, repairing a BRAND NEW handset
and expecting the customer to take it back, is clearly NO RESOLUTION. This is
more akin to a case wherein two leading brands – SAMSUNG and CROMA have ganged
up together to dupe an innocent customer by push-selling a defective product,
and then pretending all support to FIX the issues if the same is ever reported.
• Please
introspect, how you would personally feel if you are also duped of your hard
earned money by a supposedly trusted person misleading you to buy a defective
product, and when reported being told that we have fixed the issues for which
there is absolutely no proof whatsoever. (When we asked if you could GUARANTEE
that the issue will never crop up again since the same is fixed, the answer was
totally ambiguous). Such arguments, as I said can make sense only if the
product had been in use for some time and thus user issue may have also come in
the picture. This argument sounds blasphemous when presented for a BRAND NEW
PHONE.
• We are being
constantly given lame excuses that as per our policy we can’t replace the phone.
I can’t buy such a farce argument from a reputed global brand! No policy in my
humble opinion, and as a trusted brand I’m sure Samsung will agree, could be
ANTI-CUSTOMER. As we have been reporting that there is not a single issue but a
HOST OF ISSUES we experienced from first week till the time we surrendered this
phone with Croma within a month.
• Therefore, as a
matter of morals, ethical treatment of your customers and high principles, we
request to either replace this handset with a defect-free handset or refund our
hard earned money. We want an end to this constant AGONY for over one month
since we purchased this handset, at the earliest.
----------------------------------------------------------------------------------------------------
From:<>
Date: Mon, Jul 21, 2014 at 12:02 PM
Subject: Re: Urgent Attn: Faulty Samsung Galaxy S4 Handset Sold
To: <> Agarwal <<>.Agarwal@infinitiretail.com>
Cc: <>, GURGOAN-DLF MEGA SM-A050
<GURGOAN-DLFMEGA.SM-A050@cromaretail.com>
Dear <>,
You yourself mentioned a chronology of events, not us. We merely
pointed out a mistake in the same. Because, this was to prove/ highlight that
we had been facing problems with the handset even before this handset was
finally delivered to you. As working people you can't really always find a time
during the working hours to submit the handset, and also when a handset is such
a crucial part of your work life !!!
And, this is extremely important to clearly understand the
context because the issue is with the AGONY being faced by one of your
customers because of a professional misconduct, and a blatant breach of trust.
You have been trying through all means to force upon us a FAULTY handset for which
complete dues were paid to you upfront.
You can't really play a blame game here, and digress from the
real issue. What is the use of speaking with a STORE MANAGER who cries of
having absolutely no decision making power in his hands, and who clearly believes
in passing the buck. There is absolutely no communication gap anywhere.
(Further, I wonder if you had ever read these mails properly
because the trail had clearly mentioned of the video being attached with
regards to the PROBLEM being faced.)
And, let me put it on record that in the warp of this
COMMUNICATION GAP, you have no authority to digress from the real issue of
"BREACH OF TRUST", "WRONG REPRESENTATIONS" and
"UNETHICAL WAY OF TREATING CUSTOMERS".
Rgds,
On Mon, Jul 21, 2014 at 11:40 AM, <> Agarwal
<<>.Agarwal@infinitiretail.com> wrote:
Dear Mr <>,
Greetings for the day!
Seems like some communication gap.
First of all, you are claiming your wife has called us on 8th
July but we have received the handset on 15th July only. Unless we have the
physical instrument in hand, we cannot take to service center and get the same
checked.
Video which you are referring, we have only received on 18th
July however before this handset was sent to service center and same was
repaired by them. Earlier mails to store manager were not going anywhere as
email entered was wrong.
Three different individuals are talking, sharing emails with
multiple people for the same thing which is further adding to communication
gap. You are kindly requested to talk to Store Manager meanwhile I will ask him
to check the status of your handset and update you.
With Warm Regards,
<> Agarwal| Manager – Customer Service (Delhi NCR)
Infiniti Retail Limited | A Tata Enterprise
CROMA, Plot No 630, Block B-1,
Janakpuri, New Delhi.110 058
Email: <>@infinitiretail.com | Shop at:
www.cromaretail.com
From: <>
Sent: 21 July 2014 11:20
To: <>
Cc: <> Agarwal; GURGOAN-DLF MEGA SM-A050
Subject: Re: Urgent Attn: Faulty Samsung Galaxy S4 Handset Sold
Dear Mr. <>,
Quoting YOUR lines from YOUR e-mail -
"Problem rectified and feedback shared with customer on
17th July "
=>
Firstly, As my wife pointed out you obviously missed out on the
complaint she placed in a call on 8th July. So, you should better get your
facts right.
Secondly, can you please explain how can a service center which
is not even communicated the precise PROBLEM can claim to have RECTIFIED that
PROBLEM !! It just further strengthens OUR claim that all you have been trying
to put your energies behind till now is nothing, but a pathetic attempt to push
the dust under the mats !! So, from heron, think twice before making such farce
claims on record !
"You will appreciate the fact that we as a retailer tried
our best to take up the matter with the brand on your behalf however they have
repaired it as per their warranty terms and conditions. You are kindly
requested to collect the same from the store."
=> However, you would agree that I can't really appreciate
that you didn't even bother to forward the proofs submitted by my wife with all
the trust she placed on your brand, let alone trying your best to take up the
matter ! So. may I have the permission to conclude that even the COURIER
SERVICE that you claim to provide is extremely shoddy in nature, since you
couldn't even courier the entire stuff you were supposed to send to the service
center !! And for your easy reference, I have highlighted relevant statements,
which in the light of these revelations is nothing short of extremely
distasteful.
It has nowadays become a regular routine from retailer like you
to continuously irate the customer to an extent that they would automatically
give up on their rights. Ofcourse, it's your choice to continuously ignore such
e-mails/ calls from disgruntled customers, send our mails to your spam box.
But, we, as educated customers, must put it on record the extremely unprofessional
conduct from one of the most VISIBLE brands across swanky malls in India
because the people should really know who they are dealing with.
Thanks,
Rgds,
On Mon, Jul 21, 2014 at 9:30 AM, <> wrote:
Dear <>,
Further to the mail below, let me correct a few facts.
I had registered the Complaint with Croma on 08th July'14.
Complaint no- <>.
With recurring issues I to submit the Handset with CROMA on 15th
July'14. Ref No- GGN150714WS00002 (info from your Call Center)
On Friday I was shocked to find out from the Service Center that
they haven't seen the Evidence Video that I had shared with you and your team
in ALL MAIL trails of the faulty S4 which clearly shows the screen flickering
when I had played a video visual on this phone on 15th July'14 which instigated
me to give this phone back to you.
It was a responsibility of CROMA to share this evidence with the
Service Center if you were really serious on getting the issue resolved, but
this wasn't done.
Let me inform you that on the day you asked us to Collect the
Phone, on the other hand, Service Center clearly said that after seeing the
Video they will need to check the Handset again. And also that, CROMA hasn't
shared any such evidence with them. I am uncertain on whose fault was it, but
now I am really sceptical on your words when you said that you have tried your
level best to convince the Service Center on the problems with this Handset.
Regards,
On Fri, Jul 18, 2014 at 6:41 PM, <> wrote:
Dear <>,
Clearly, you didn't take any effort to read / perhaps tried to
comprehend the content of the e-mail.
Thanks for the courier service you have provided to us, having
paid a premium of Rs. 1500-2500 for the handset. Further, may I point that most
probably, you haven't done any market research in the retailer market (believe
me, you won't even need to go too far from the comforts of your lavish shop),
because, otherwise you would have found out that this "courtesy"
courier service is provided by almost all the so-called
"not-so-modern" retailers around your area as well.
I didn't ask to list out the chronology of events (You obviously
missed out how this particular cell-phone was force sold to us with absolutely
false claims). I'm appalled thinking that you don't feel at all embarrassed
writing that a particular expensive handset had to be returned to you within a
month !! Basically, I was just expecting some professionalism/ an ethical
treatment. Perhaps, was expecting too much from you because these heavy words
seem to be total stranger for you or your team. Let me say that it just further
reflects on your absolutely misleading BRAND !!
Obviously, I'll do my level best to take the matter forward to
my capacity. And, yes, I very well know that you don't give a damn, but let me
tell you this insensitive attitude/ total apathy is not going to bring you or
your brand any laurels in this industry.
Rgds,
On Fri, Jul 18, 2014 at 1:47 PM, <> Agarwal
<<>.Agarwal@infinitiretail.com> wrote:
Dear Mr <>,
Greetings for the day!
First of all, we apologies for the inconvenience caused to you
however I tried reaching you on your contact number but somehow wasn’t able to
talk. Meanwhile, I have checked details from the store and followings are the
findings:
Product billed on 15th June 2014
Handset received at store on 15th July 2014
Sent to Authorized service center on 16th July 2014
Problem rectified and feedback shared with customer on 17th July
You will appreciate the fact that we as a retailer tried our
best to take up the matter with the brand on your behalf however they have
repaired it as per their warranty terms and conditions. You are kindly
requested to collect the same from the store.
With Warm Regards,
<> Agarwal| Manager – Customer Service (Delhi NCR)
Infiniti Retail Limited | A Tata Enterprise
CROMA, Plot No 630, Block B-1,
Janakpuri, New Delhi.110 058
Mobile: <>
Email: <>@infinitiretail.com | Shop at:
www.cromaretail.com
From: <>
Sent: 18 July 2014 12:07
To: <> Agarwal
Cc: gurgaon-dlfmega.sm-a050@cromaretail.com; <>
Subject: Urgent Attn: Faulty Samsung Galaxy S4 Handset Sold
Dear Sir,
Reference complaint registered by my wife for the Samsung Galaxy
S-4 we bought recently, in the mail below, I hereby write this mail to you with
extreme disappointment in the way this serious matter is being handling, and
also offended at the pathetic attempt from both Samsung and Croma Store to
push this issue under the wraps. As an educated and an informed customer, I
have decided to raise this issue with you first, giving you a chance to show some
decency and professionalism towards getting the issue resolved at the earliest,
only after which I'll take other actions, on. Taking a faulty handset back, is
clearly not an option.
You should agree that the idea of purchasing an expensive
handset of a so-called esteemed brand from a reputed modern retail store (we
obviously now tend to disagree on both counts) is to ensure that such product
related problems can be addressed in the speedy and meaningful manner. You
obviously would understand that it means paying a premium of around Rs.
1500-2000, because the same handset is available at other “not-so-modern”
retail stores at this discounted rate. Therefore, this can clearly be termed as
an issue of "breach-of-trust".
Therefore, there are two obvious serious issue towards which
this complaint is directed, wherein my rights as a customer have been offended:
1. Samsung as a
Brand:
This is an MNC - one of the top brands in mobile phones, allowed by
Indian Govt. to operate in this country, with the intention to facilitate its
citizens get an access to world class products. When one is buying a product
from this band paying such a high price, he/she is obviously looking forward to
a word-class technology and a world class experience.
Would request you to read
the trail again, and tell us if such a horrendous experience, as experienced by
my wife, within a few days of purchase is at all justified. And, this was a
gift from her husband after days of planning, and budgeting money. What's the
use of showing off your brand, when the most basic amenity such as making/
receiving a call becomes an irritating exercise. This in plain word is
blasphemy.
Samsung should really be shameful of being associated with such a
product. But instead of being remorseful about the agony my wife has suffered
over the past days (please refer trail for specifics), Samsung is now telling
us that there was a "bug" in the product which is now fixed !! This
is brand new phone for god's sake. Why do we deserve a bugged handset in the first
place having paid the full price and bought a brand new handset through all
legal means? Just think, how could we be sure if the bug is fixed or this is
some temporary fix. You see, there are various questions that will crop up in
any customer's mind. And, once you've admitted that it is a faulty handset, I
just don't understand any logic to ask the customer to still accept the same;
argument becomes even more baffling/illogical considering not even a month is
gone by since this product was sold to us.
You talk about brand - Ever heard of
Toyota, which recalls all its products worldwide once it discovers any anomaly
in its product suite. Compare this with the situation here, a distressed
customer has raised a serious issue in your product with all the required
proofs, and instead of recalling this buggy handset, you want her to accept the
same without any remorse. Is this an ethical way to respond?
Would urge and at
the same time advise Samsung to atleast respect its own brand, and operate in
an ethical way.
2. Croma Store's
Breach of Trust:
While one trusts a brand, one trust a retailer even more since
this is the direct interface with the customer. The idea of setting up modern
retails stores in India by reputed business groups was to parallel such
professional setups in West. Heard of
Walmart, Best-buy et al?
So the question come us, while you would want to
benchmark yourself against these top modern retailers globally, at the same
time you would not want to come out of you "Kiryana" store work mind-set?
Can't you understand that suppressing such complaints from genuine customers
works exactly on the contrary to the principles why such modern retailers were
set up in the country. This pathetic attitude, and a constant attempt to
be-fool/ cheat the customers with big talks need to be discontinued.
I'm
extremely flustered with this store-manager who tells us to back-off, and stop
calling him with complaints SINCE HE KNOWS THAT SAMSUNG WOULD NEVER REPLACE THE
HANDSET/ REFUND THE MONEY. You didn't tell us this when we were purchasing this
handset from your store/ when your salesman was pushing this product on us with
all false claims. And when we asked him why is he selling the same product at a
higher price than other retail stores, this person very proudly, while showing
off his swanky modern retail store in a big mall, claimed that you would see
the difference when you find some defect in any product purchased from this
store. The product purchased from this store is safe and secure. Sir, we didn't
pay you a hefty premium to avail a courier service ONLY. And, on top of that
this sales manager is even having the audacity to ask us to stop complaining
with him and speak with Samsung if they will listen. Shameful and Disgusting is
what I'll say to describe this indifferent attitude.
Obviously, I haven't given up this fight as a customer. And
clearly, I don't think that returning a faulty product to me when I have paid
price in full for a genuine product is any reasonable resolution to this
matter. Therefore, would request your intervention and urge to do the needful.
In case of no genuine response, I'd obviously weigh other options available to
me. Just to remind to we are NOT living in a banana republic, and I have access
to and have full faith in our democratic and legal setup, to help me protect my
rights.
Look forward to a speedy resolution.
A Distressed Customer,
<>
---------- Forwarded message ----------
From: <>
Date: Fri, Jul 18, 2014 at 9:22 AM
Subject: Fwd: Complaint For Faulty Samsung Galaxy S4
To: <>
16-07-14, On Samsung>Complaint Section
I had registered a complaint yesterday with Samsung through this
site. Complaint Ref No- <>.
Also find attached and evidence video and Bill.
This is regarding a Faulty handset which was sold to me at the
Croma Store a month ago, Yesterday, I have handed over the Phone at Croma
Center to Mr. Pratish Sidana, which was further sent to the Samsung Service
center.
You might like to see my mail below the extent of major problems
I have faced with this phone. Today, as per the report received at Croma, I am
being told that the 'Service Center' will re-install the softwares and will
check the Sanity of that phone, if it then works properly.
I AM WRITTING TODAY TO BRING TO YOUR NOTICE THAT AFTER THE LEVEL
OF STRESS AND AGONY I HAVE FACED WITH THIS VERY NEW HANDSET AS A CUSTOMER I
SHOULD NOT BE OFFERED THE SAME PHONE BACK.
I AM VERY WELL AWARE OF THE PROBLEMS WITH THIS HANDSET THAT JUST
IN A MONTH'S TIME A PHONE WORTH Rs.30,000 IS IN WORST OF THE CONDITION.
I would urge you to not present the same phone because as a
customer it would be a complete façade and disguise from Samsung's front.
As a customer I am left with 2 options, to get a resolution from
Samsung. Secondly, filing complaints with the appropriate consumer agencies and
consider my legal alternatives.
I would like to seek a resolution from Samsung. For all these
reasons, I would ask you to refund the purchase price in full.
FYI below my mail I have marked to CROMA also.
Regards,
<>
---------- Forwarded message ----------
From: <>
Date: Thu, Jul 17, 2014 at 12:13 PM
Subject: Fwd: Complaint For Faulty Samsung Galaxy S4
To: gurgaon-dlfmega.sm-a050@cromaretail.com
Dear Mr. <>,
With reference to our conversation today. I would request you to
kindly give attention to this current issue.
Looking forward to a fair resolution from your end.
Thanks,
<>
---------- Forwarded message ----------
From: <>
Date: Tue, Jul 15, 2014 at 5:46 PM
Subject: Fwd: Complaint For Faulty Samsung Galaxy S4
To: Gurgaon-DLFMEGA.DM1-A050@cromaretail.com
---------- Forwarded message ----------
From: <>
Date: 15 Jul 2014 16:10
Subject: Fwd: Complaint For Faulty Samsung Galaxy S4
To: <>
Cc:
Hello,
I am writing this complain because of complete dissatisfaction
mounted from the Samsung handset I bought from Croma-DLF Mega mall. I had
registered a complaint with CROMA a week ago.
Date of Purchase: 15-06-2014
Seller: CROMA- DLF Mega Mall
Phone Model: Samsung galaxy S4-I95000K Black
IMEI No: <>
S/N: <>
Model-written on handset-(GT-I9500)
I had chosen this latest smart phone out of the various options
available to me in the Store. I have spent Rs 30,000/- from my pocket to get a
great experience.
I had believed, Samsung, being a big brand name in the Mobile
Market your products would envisage a high quality experience. I was excited to
use the Google Now, Video option, Live Wallpapers, etc. But this product made
me go through the most unexpected troubles.
I faced initial troubles with this phone, thought that it’s a
new phone, such issues must be common. But gradually, day after day new
problems kept appearing.
1. Today, I was watching a Video on Youtube and my phone screen
started flickering abruptly. Even after re-start this problem kept appearing.
Kindly see attachment, I have captured the problem in video.
2. The very basic tasks of a phone are receiving calls and make
calls. The speakers stopped working any point of time. I missed many calls
because there was no Ringtone sound. When I called back, I was not able to hear
what the other person was saying. Top it all, sometimes; I am unable to pick
calls because the touch screen doesn’t respond immediately.
3. Within a week of buying this handset my calls were
disconnecting every 2 to 3 minutes. Be it incoming or outgoing call. I am a
working professional and there is a huge dependence on the phone for this most
BASIC of talking. I had to go through a lot of headache explaining to people
that I wasn’t deliberately disconnecting the phone.
Following this, my brother searched on the internet for this
specific problem, and found plethora of such complaints by the users of Galaxy
S4. There is Bug in Galaxy S4 which creates this problem. The calls are
disconnected if it the phone is in Auto mode, by putting it in GSM mode the
calls should not be disconnected.
I would like to ask you, if this is a known bug in S4 then why
is not corrected in the New handsets.
4. Ignorant Sales Man. At Croma, person handling sales pushed us
to buy the phone. We asked him to let us know the issue being faced by any
customer with S4, he said there are none. That he hasn’t come across anyone
complaining about this phone. And see I trusted him and therefore, and now I
have to write this mail in distress. While selling the phone CROMA guys assured
us that the handset will be fully functional and can't be faulty since it is
from their CROMA store.
For all these reasons, I would ask you to refund the purchase
price in full or send me a replacement handset of my choice. I look forward to
your immediate response. If I do not hear from you within a few days I will
file complaints with the appropriate consumer agencies.. I am enclosing copies
of my receipt and the video I have captured showing screen flickering. I may be
contacted at the below address and phone number.
