The phone cannot use customer service

Recently, Ms. Yin reported to the Dragon Tigers Department: she purchased a Samsung mobile phone model numbered GT-I8250 G3 at Nanjing Dixin Tonghua at 1448 yuan. After less than a month of use, mobile phones have problems such as being unable to make calls and send text messages.

She went to the Samsung Customer Service Center for mobile phone repairs three times, but it was still not repaired. Then she was asked to change the new machine but was rejected. Ms. Yin was very angry. The staff of the Samsung Nanjing Customer Service Center responded to the Longhu.com reporter: “The reason that mobile phones cannot be used is due to the lack of mobile phone sets, and it has nothing to do with the quality of mobile phones.”

Samsung mobile phone repair is still unable to use three times to request replacement. Ms. Yin declined to the reporter of Longhu.net. The reporter recalled that the mobile phone was purchased on March 17 of this year and there was a problem within one month after use. On April 27th, Ms. Yin went to the Samsung Customer Service Center in Zhonghua Road, Nanjing to ask why and conduct mobile phone repairs. At that time, after the customer service personnel understood the situation, the mobile phone was restarted and the software was upgraded so that the phone could be used normally and returned to Ms. Yin.

Ms. Yin's unexpected thing was that the phone returned to normal use two or three days later, and the same problem as before, on May 1st she again took the phone to the Samsung Customer Service Center for maintenance. The customer service manager applied for the motherboard update process on the mobile phone, allowing the customer service staff to replace the mobile phone motherboard. Soon afterwards, Ms. Yin found that the phone could not be used normally, and even the most basic text messaging, phone calls, and alarm clocks were not allowed. Ms. Yin was very angry. On May 4th, she went to the customer service center to talk about it. "At that time, the person in charge of customer service told me that this phone set was not matched, it made it impossible to use it normally, and it took them a week to test them without any problems. They thought it was my problem." Ms. Yin then asked to change. The new mobile phone was rejected by the Samsung Customer Service Center.

Response: I don't understand why there is a problem and I can't use the replaceable reporter to contact the Samsung Nanjing Customer Service Center after the test. A staff member of the customer service center responded that “Ms. Yin’s mobile phone can be used normally when it is first sent for repair. Only the software in the mobile phone needs to be upgraded, and the mobile phone is upgraded with software.The second time the mobile phone is sent for repair, it is really not working properly, and the maintenance staff has done the replacement of the motherboard.And after the repair, the customer service staff also I tried it for a week to make sure that the phone could be used normally before returning it to Ms. Yin.” The staff member stated that she did not understand why the phone returned to Ms. Yin and there was a problem. She suspected that she had a direct relationship with her mobile phone.

Another customer service representative Shi told reporters in an affirmative manner that Ms. Yin’s mobile phone could not be used in connection with the mobile phone device. “Her mobile phone set is equipped with her own, because it does not affect the reception of mobile phone signals, so it cannot Use.We have never encountered this situation.Ms.Yin's mobile phone can be used normally after this maintenance, but she can not use it after taking home and mobile phone sets, so I am sure and her mobile phone sets related."

Afterwards, Longhu.com reporter interviewed the staff of the Samsung Customer Service Center at job number 1635. He said that he had already understood the details of this matter and also contacted Ms. Yin. The two parties are now communicating and negotiating. “Ms. To the Samsung customer service center in Nanjing, the mobile phone will be tested. If it cannot be used normally, the mobile phone will be replaced according to the Three Guarantees of the goods."

Consumer Association: Two or more years of maintenance is the right of the Longhu.com reporter who has the right to request a replacement. The reporter interviewed the Nanjing Consumers Association. A staff member said: "If the consumer purchases a mobile phone more than twice in one year If the seller violates the regulations, the consumer can make a complaint to the consumer association, reflect the situation, and submit a request to eliminate the association’s negotiation and mediation.”

The Jiangsu News Comprehensive Broadcasting “Rule of Law” Guest Yang Juan analyzed: First of all, national laws stipulate that if there are related issues during the period of the Three Guarantees, consumers can request to return goods. Secondly, if the seller violates the regulations, consumers can complain to the local consumer association or the relevant departments such as the industry and commerce, and report to the consumer association for their own situation and request for consultation and mediation. If the parties cannot negotiate and mediate, the consumer can sue the customer service center through the court. In the end, Yang lawyers reminded consumers that in order to ensure that consumers can well protect their own rights and interests in consumption, vouchers such as three-guarantee bills and maintenance bills should be properly managed and preserved so that they can provide valid credentials when defending rights.