Dear Sir/Madam,

I bought a Samsung mobile handset in Mumbai on 30th June 2009 and this is still under warranty period. On 23rd of April 2010, I encountered 'outgoing voice problem'. On 26th April, I was asked by the Samsung Authorized Service Centre in Andheri East, Mumbai to pay Rs 650 for setting this right citing the water clog as the reason (even due to the facial perspiration). I got it rectified by paying the amount. Later within a week on 30th April, again it had 'outgoing voice problem'. I was told by the same Authorized Samsung Service Centre in Andheri East, Mumbai, which attended to this problem on 26th April, that they needed to procure an item which would take 2-3 days. I waited and got this rectified on 3rd May 2010 and this time without any charges. I asked the service centre as to what I should do if this probelm arises again especially when I had a trip to Chennai planned on 7th May. I was told that any Samsung authorised service centre in any part of India would attend to the problem if it arises, as my hand set is within warranty period and the part that was replaced is guaranteed for 1 month.

Unfortunately, while I am in Chennai, today (18th May) again my Samsung hand set developed the same 'outgoing voice problem'. I approached the Samsung Authorized Service Centre in Pondy Bazar, T Nagar which in turn directed me to another Authorized Service Centre in Habibullah Road, T Nagar. They attended to the phone for more than 2 hours and finally informed me that the hand set 'mike' had gone out of order. They demanded the charge to replace the mike. I informed them that this problem occured for the third time within 23 days and I once paid Rs 650 albeit the hand set is within the one year warranty period. They cited this payment as the reason for the hand set to go out of warranty period. I argued that I had never gone to anyone other than the Samsung Authorised Service Centre for repair and if they insisted on me to pay, how can that make my hand set to go out of warranty right. Added to this, the Service Centre in Chennai told me to my shock that no part was replaced until now contrary to the claim made by the Service Centre in Andheri East, Mumbai. From my father-in-law's mobile phone I rang the Service Centre Technician Mr. Rakesh in Andheri East, Mumbai and explained to him my plight who in turn spoke to the Service Centre in-charge in Chennai. After prolonged conversation between these two service centres, the Servcie Centre in T Nagar, Chennai accepted that the repair would be done without charging me but it would take 4-5 days to get the replacement for the part that had gone bad. I was not told the reason for their change in mind to carry out the repair without charging. I could not leave my hand set in Chennai as I have to return to Mumbai on 23rd May and as per the Chennai Samsung Servcie Centre they need 4-5 days to repair it. When I informed this to Samsung Service Centre in Andheri East, Mumbai, they assured me over phone that they would get it repaired on my return to Mumbai.

My worry is that the hand set would cross the 1 year Warranty period in the next 40 days and if this problem persists how can I handle this. I had spent Rs 6000 on hand set, Rs 650 for repair and hundreds of rupees on transport to and from the Authorised Service Centres in Mumbai and Chennai apart from having to deal with the mental hassle due to the non-working mobile phone for the past 1 month.

I request a proper guidance to take this up with the Samsung Company in an appropriate Redressal forum. Kindly help.

Regards,
Rajan
K-202 Green Woods, Andheri-Kurla Road,
Chakala, Andheri East, Mumbai - 400 093;
Landline: 022 400 55548