- Model
- S24 Ultra
- Dealer Name
- Samsung
- Company Name
- Samsung
- Customer Care Number
- 1800 5 7267864
- Loss Amount
- 40000
- Ratings
- Opposite Party Address
- Samsung India Electronics Pvt. Ltd.
Two Horizon Centre, Golf Course Road, Sector-43, DLF PH-V, Gurgaon, Haryana – 122202
Story:
I was using S24 Ultra since 1.2 yrs. After a Software Update in July my phone started to restart. Then it increased to restart 40+ times a day. Service center guys straightaway told that it is a software update issue and did a Software Reflash. Then it started restarting again.
I called Customer care and they said it is Hardware Issue. After 2 weeks took it to them and explained below points:
1. Mobile is perfectly fine other than restart issue.
2. But if mobile restarts, it restarts immediately and continuously, as if we cannot use mobile at all. Few areas of mobile become very hot.
3. But if I start Spotify immediately after restart then phone will work fine without restarting. I had used my mobile like that for 2 weeks.
4. Possible Technical Issue:
A bug in Homescren after SW update. Unless an app like Spotify keeps interrupting the homescren thread, it will hit some counter/ flag/ throw an exception and goes for Restart as a Recovery attempt. This persists resulting in continuous restarts soon after landing in homescreen.
From my experience as a Test Engineer in similar industry and working in a Samsung subsidiary company, I see restart issues daily and everytime it is a software issue and we are responsible to provide a Software fix after a thorough analysis and pinpointing of issue. I expected Samsung to be a similar company of high standards and requested them to raise a ticket to the development team to provide an immediate fix, Or if not possible, to provide a Software Downgrade.
1. They denied to give Downgraded version as per their rules.
2. They took phone and collected logs infront of me and told they raised a complaint and attached mobile logs.
3. They kept mobile for a day for inspection and next day told it is motherboard issue and I need to pay Rs.40000 to replace it as it is out of warranty.
I asked what's the exact issue, they replied they can't disclose that. I asked for complaint number raised to development team and asked for logs - they denied and said to ask Customer care for that.
Then I called customer care and asked the same questions:
1. Proof from logs that it is not a Software issue.
2. If it is a hardware issue then which component has failed or what is the issue.
3. To share me the logs as a proof that they have raised the complaint.
Customer care failed to answer my questions. Then I escalated the issue to the Service head with same questions. Even they started bluffing around saying their Technical experts have analysed and told it is motherboard issue and I need to pay Rs.40k. Then a guy called Kamlesh was assigned as the Technical expert to handle my issue. I thought he was an Engineer but later when he was not able to answer my questions I got to know he was just a Customer service representative.
After so many calls then one day he said I would get Rs.5000 discount on motherboard replacement as a kindness gesture. I asked him just for the proof that it is a Hardware Issue. Next morning he called again and told I would get Rs.20000 discount. Like always I asked him the proof about the issue and an official mail explaining the issue. Then he replied saying same thing: it is a motherboard issue and I need to pay Rs.40k and they can't do it for free as I requested.
Then I escalated to CEO support, they straightaway replied saying issue was closed.
My Points/Requests/Complains:
1. My phone works perfectly fine even after 2 months of issue first seen until it restarts.
2. No issue with any app, no battery issue, no heating issue, nothing.
3. Once it starts restarting, it becomes very hot. But normally if it restarts 2nd time I will turn on the music player and then it won't restart.
4. If it is a motherboard issue as they said, then I should not be able to use my mobile so normally. When any hardware component goes bad, either some features will not work (like permanent lines on display) or mobile will not power ON or heating issue will be there everytime. There is nothing called intermittent issue in Hardware (wire once burnt will not come back, IC once gone is gone).
5. Intermittent issues only happen with Software: software takes a path of execution based on user inputs or system states. And then it hits a certain part and there something wrong happens and it causes some issues. This issue will effect some hardware component and then hardware will either heatup or goes bad or turns off.
6. When they say it is a motherboard issue, they should be able to say which component issue, which component failed or what is the issue. Then they said it is complete motherboard issue, if so then mobile should not turn on.
7. If it is motherboard issue, how does it not restart if music player is turned on? is music player a medicine for motherboard components?
8. That means turning music player takes the software execution in a different path where there is no issue, bug or any voltage variation.
9. I have been asking them only these questions and they were not able to respond logically.
10. I requested them to provide the complaint ticket number they raised to Samsung technical team and the logs attached with it. They failed because they did not raise any complaint, they just lied.
11. I'm asking the logs because I want to know whether they have even collected logs from my mobile or not to analyse it is a software issue. Service center guys told to ask Customer care and Customer care guys told they have instructed service center to provide the logs, but I have not received it yet.
12. To close any issue they need to upload mobile pictures. And service center guys called me and told to send them mobile pics and later Service Head representative called me and asked for mobile pictures. This simply means they did not inspect my mobile itself, straightaway told it is a motherboard issue.
13. As engineers we are responsible to issues seen by customer and to close any ticket we must be able to provide valid proof with logs, hence if they had actually inspected my mobile they should have all these logs and pics.
14. After failing to respond to all logical questions, service head representative came back with Rs.5000 discount plan and next day Rs.20000 discount. Why he should do this if there is no issue from their side.
15. Finally service head blamed my usage pattern as the cause of issue and I have sent him my usage pattern over mail. I have used a 12K phone 10 times more than a 1.3 lakh Samsung's premium phone.
16. We give our mobiles in service center and trust them. But what they say is only Display Issue and Motherboard issue and replace them. No actual repairs done and they getaway with that. People who are out of warranty have to pay bulk amounts.
17. Even if there is a hardware issue in my mobile, it should not cost more than 2000 or if it is a very big issue then not more than 10000. But my mobile works fine always means it is not having any big issue.
18. It is my Right as a Customer who paid 1.3 lakhs for the mobile, to know the exact issue happened to my mobile, and service guys failed to give that.
18. I had requested them to create a ticket to Samsung development team with all my observations and mobile logs so that they can provide a fix and avoid future mishaps in their devices. But they said only I got this issue in worldwide software updates.
19. Even if 100s of customers had faced this issue, they would believe what is told to them and replace motherboard for 40k (free if they are under warranty), give a 5 star rating. For an Engineer who is asking valid questions and logs they are not replying, how do you expect them to assist to other people.
20. If according to them A Premium 1.3lakh phone motherboard goes bad within 1yr 2 months of very normal use, how can we believe it is not a manufacturing defect? What quality product does Samsung provide for money, how can we believe the company?
21. I never had to visit a service center before when I owned midrange mobiles. With Samsung premium phone this is Second visit in a year.
22. First Charger went bad within warranty, I had to run across service centers 8-10 times to get a pseudo refund. I was guaranteed replacement in every service centers and everywhere after a week they said it is a mass production problem and product is discontinued. Finally, they took old charger and told I will get a refund. So I bought a new charger only to get a SAMSUNG ONLY VOUCHER after 10 days.
23. Finally after 1yr 4months, and 2 months of issue:
Paid 1.3 lakhs for mobile and charger
+ 3000 more for charger again
+ a unnecessary product (to redeem voucher)
+ Service charge 236Rs
+ Rs.40000 more for motherboard replacement.
25. They keep saying it's out of warranty, then why did they provide a Software update after warranty? that started all issues and now they are not ready to provide a fix or a Software Downgrade or atleast proof of log analysis and exact HW issue. It is my Right as a Customer to get all these as I have paid my hard earned money on some top brand's Premium phone.
26. They themselves talked about giving discounts to silence me and now claiming that I had requested for free service. Also no reply in mail, only calls. If I ask them they send out a separate mail and don't reply in an existing mail chain.
27. Lot of possibilities: Why issue came within 2 months of warranty expiry, service center guys not providing proof of analysis or not able to pinpoint issues or purposefully doing that. Other customers didn't speak doesn't mean there is no issue. Because even now I'm using the same phone, working perfectly fine after 2 months of issue, only when it restarts I need to open Music app. If I had simply agreed to service guys, I would have paid 40000Rs. I need proof for the issues and a responsible Customer service for All which actually does service/repairs other than blunt replacements (extended free support for atleast premium phones) and compensation of making me fight this long if it is their side issue.
I was using S24 Ultra since 1.2 yrs. After a Software Update in July my phone started to restart. Then it increased to restart 40+ times a day. Service center guys straightaway told that it is a software update issue and did a Software Reflash. Then it started restarting again.
I called Customer care and they said it is Hardware Issue. After 2 weeks took it to them and explained below points:
1. Mobile is perfectly fine other than restart issue.
2. But if mobile restarts, it restarts immediately and continuously, as if we cannot use mobile at all. Few areas of mobile become very hot.
3. But if I start Spotify immediately after restart then phone will work fine without restarting. I had used my mobile like that for 2 weeks.
4. Possible Technical Issue:
A bug in Homescren after SW update. Unless an app like Spotify keeps interrupting the homescren thread, it will hit some counter/ flag/ throw an exception and goes for Restart as a Recovery attempt. This persists resulting in continuous restarts soon after landing in homescreen.
From my experience as a Test Engineer in similar industry and working in a Samsung subsidiary company, I see restart issues daily and everytime it is a software issue and we are responsible to provide a Software fix after a thorough analysis and pinpointing of issue. I expected Samsung to be a similar company of high standards and requested them to raise a ticket to the development team to provide an immediate fix, Or if not possible, to provide a Software Downgrade.
1. They denied to give Downgraded version as per their rules.
2. They took phone and collected logs infront of me and told they raised a complaint and attached mobile logs.
3. They kept mobile for a day for inspection and next day told it is motherboard issue and I need to pay Rs.40000 to replace it as it is out of warranty.
I asked what's the exact issue, they replied they can't disclose that. I asked for complaint number raised to development team and asked for logs - they denied and said to ask Customer care for that.
Then I called customer care and asked the same questions:
1. Proof from logs that it is not a Software issue.
2. If it is a hardware issue then which component has failed or what is the issue.
3. To share me the logs as a proof that they have raised the complaint.
Customer care failed to answer my questions. Then I escalated the issue to the Service head with same questions. Even they started bluffing around saying their Technical experts have analysed and told it is motherboard issue and I need to pay Rs.40k. Then a guy called Kamlesh was assigned as the Technical expert to handle my issue. I thought he was an Engineer but later when he was not able to answer my questions I got to know he was just a Customer service representative.
After so many calls then one day he said I would get Rs.5000 discount on motherboard replacement as a kindness gesture. I asked him just for the proof that it is a Hardware Issue. Next morning he called again and told I would get Rs.20000 discount. Like always I asked him the proof about the issue and an official mail explaining the issue. Then he replied saying same thing: it is a motherboard issue and I need to pay Rs.40k and they can't do it for free as I requested.
Then I escalated to CEO support, they straightaway replied saying issue was closed.
My Points/Requests/Complains:
1. My phone works perfectly fine even after 2 months of issue first seen until it restarts.
2. No issue with any app, no battery issue, no heating issue, nothing.
3. Once it starts restarting, it becomes very hot. But normally if it restarts 2nd time I will turn on the music player and then it won't restart.
4. If it is a motherboard issue as they said, then I should not be able to use my mobile so normally. When any hardware component goes bad, either some features will not work (like permanent lines on display) or mobile will not power ON or heating issue will be there everytime. There is nothing called intermittent issue in Hardware (wire once burnt will not come back, IC once gone is gone).
5. Intermittent issues only happen with Software: software takes a path of execution based on user inputs or system states. And then it hits a certain part and there something wrong happens and it causes some issues. This issue will effect some hardware component and then hardware will either heatup or goes bad or turns off.
6. When they say it is a motherboard issue, they should be able to say which component issue, which component failed or what is the issue. Then they said it is complete motherboard issue, if so then mobile should not turn on.
7. If it is motherboard issue, how does it not restart if music player is turned on? is music player a medicine for motherboard components?
8. That means turning music player takes the software execution in a different path where there is no issue, bug or any voltage variation.
9. I have been asking them only these questions and they were not able to respond logically.
10. I requested them to provide the complaint ticket number they raised to Samsung technical team and the logs attached with it. They failed because they did not raise any complaint, they just lied.
11. I'm asking the logs because I want to know whether they have even collected logs from my mobile or not to analyse it is a software issue. Service center guys told to ask Customer care and Customer care guys told they have instructed service center to provide the logs, but I have not received it yet.
12. To close any issue they need to upload mobile pictures. And service center guys called me and told to send them mobile pics and later Service Head representative called me and asked for mobile pictures. This simply means they did not inspect my mobile itself, straightaway told it is a motherboard issue.
13. As engineers we are responsible to issues seen by customer and to close any ticket we must be able to provide valid proof with logs, hence if they had actually inspected my mobile they should have all these logs and pics.
14. After failing to respond to all logical questions, service head representative came back with Rs.5000 discount plan and next day Rs.20000 discount. Why he should do this if there is no issue from their side.
15. Finally service head blamed my usage pattern as the cause of issue and I have sent him my usage pattern over mail. I have used a 12K phone 10 times more than a 1.3 lakh Samsung's premium phone.
16. We give our mobiles in service center and trust them. But what they say is only Display Issue and Motherboard issue and replace them. No actual repairs done and they getaway with that. People who are out of warranty have to pay bulk amounts.
17. Even if there is a hardware issue in my mobile, it should not cost more than 2000 or if it is a very big issue then not more than 10000. But my mobile works fine always means it is not having any big issue.
18. It is my Right as a Customer who paid 1.3 lakhs for the mobile, to know the exact issue happened to my mobile, and service guys failed to give that.
18. I had requested them to create a ticket to Samsung development team with all my observations and mobile logs so that they can provide a fix and avoid future mishaps in their devices. But they said only I got this issue in worldwide software updates.
19. Even if 100s of customers had faced this issue, they would believe what is told to them and replace motherboard for 40k (free if they are under warranty), give a 5 star rating. For an Engineer who is asking valid questions and logs they are not replying, how do you expect them to assist to other people.
20. If according to them A Premium 1.3lakh phone motherboard goes bad within 1yr 2 months of very normal use, how can we believe it is not a manufacturing defect? What quality product does Samsung provide for money, how can we believe the company?
21. I never had to visit a service center before when I owned midrange mobiles. With Samsung premium phone this is Second visit in a year.
22. First Charger went bad within warranty, I had to run across service centers 8-10 times to get a pseudo refund. I was guaranteed replacement in every service centers and everywhere after a week they said it is a mass production problem and product is discontinued. Finally, they took old charger and told I will get a refund. So I bought a new charger only to get a SAMSUNG ONLY VOUCHER after 10 days.
23. Finally after 1yr 4months, and 2 months of issue:
Paid 1.3 lakhs for mobile and charger
+ 3000 more for charger again
+ a unnecessary product (to redeem voucher)
+ Service charge 236Rs
+ Rs.40000 more for motherboard replacement.
25. They keep saying it's out of warranty, then why did they provide a Software update after warranty? that started all issues and now they are not ready to provide a fix or a Software Downgrade or atleast proof of log analysis and exact HW issue. It is my Right as a Customer to get all these as I have paid my hard earned money on some top brand's Premium phone.
26. They themselves talked about giving discounts to silence me and now claiming that I had requested for free service. Also no reply in mail, only calls. If I ask them they send out a separate mail and don't reply in an existing mail chain.
27. Lot of possibilities: Why issue came within 2 months of warranty expiry, service center guys not providing proof of analysis or not able to pinpoint issues or purposefully doing that. Other customers didn't speak doesn't mean there is no issue. Because even now I'm using the same phone, working perfectly fine after 2 months of issue, only when it restarts I need to open Music app. If I had simply agreed to service guys, I would have paid 40000Rs. I need proof for the issues and a responsible Customer service for All which actually does service/repairs other than blunt replacements (extended free support for atleast premium phones) and compensation of making me fight this long if it is their side issue.
