Service Level Agreement Failure / Fraud / Mental Harassment

This complaint was registered 2 months ago and I still have not received any resolution for this . Kindly find a brief summary of my encounters with the Syska Gadget Secure Customer Service Team for your reference and perusal:

- CIN: 1701238149 was raised on 23rd January 2017

- All requested documents were uploaded on the Syska Gadget Secure website, as instructed in an email from Syska Gadget Secure, by 26th January 2017.

- In my initial follow ups, the Syska Gadget Secure Customer Service Associate informed me that my claim had got L1 approval and I would have to submit my handset at an assigned Samsung Service Center for Estimation and Repair since my Address was not covered by the Syska Gadget Secure Pick-Up Service. I would have to wait until a Samsung Service Center was assigned to my case by an Internal Team at Syska Gadget Secure.

- In a couple of days, I received a call from the Syska Gadget Secure Team informing me to courier the handset to Syska Gadget Secure's Pune Head Office, address as below:

LEEHAN RETAILS PVT LTD.
4th Floor, Sapphire Plaza,
Plot No 80, S. No. 232, New Airport Rd,
Near Symbiosis College, Sakore Nagar, Viman Nagar.
Pune, Maharashtra - 411014

- This information was different from what I was told on call by the Syska Gadget Secure Employee and on doing a basic internet search, I saw several complaints against Syska Gadget Secure for reasons like Phone Lost in Transit, Submitted Phone Unrecoverable since 5 months and so on.

- Hence I called up the Syska Gadget Secure Helpline and informed them that I was not comfortable with couriering the phone to them and that they should assign a Samsung Service Center as informed by them earlier.

- This went on from the 6th of February 2017 until the 12th of March 2017. I called the Syska Gadget Secure Customer Service Desk every alternate day to check if a Service Center was assigned but never got any update or information, just false promises.

- Surprisingly, I received a couple of phone calls from the Syska Gadget Secure Team, again asking me to courier the handset to the above mentioned Pune address, even after I explained the entire case every single time to the CS Executives. All they informed me was that they had updated my case with these details and escalated it to get a speedy resolution.

- During this period, I also spoke to 5-6 Senior Supervisors in the Syska Gadget Secure Customer Service Team, who promised me that the case was escalated from their end and that I would receive a call back within 48 hours to update me on the status of my complaint or share additional information. I never received these calls.

-Around the 12th March 2017, after multiple escalations and argumentative conversations, I received a call from the Syska Gadget Secure Team informing me that a Samsung Service Center had been assigned to my case and provided the below address for immediate device submission:

Sector Number 601, 6th Floor, Center Point Building,
Near JP Nagar, Chakala Metro Station, Next to Kohinoor Continental Hotel,
Andheri Kurla Road, Andheri (East), Mumbai - 400093

-I went to this address on 15th March 2017 to submit my handset only to find out that it was not a Samsung Service Center but a Syska LED office. Inspite of feeling cheated and highly dissatisfied with Syska Gadget Secure, I still submitted my handset in the hope that my claim would get processed now.

-On 22nd March 2017, I spoke to a Senior Supervisor in the Syska Gadget Secure Customer Service Team again regarding my case, since it had been a week and there was no update. He informed me that as per their System, they had still not received my handset and that he would ask him team to verify the device submission and call me back on immediate basis. I did not receive this call back either.

I have been misled, provided incorrect information and promised false commitments by the Syska Gadget Secure Customer Service Team several times, in spite of Purchasing their Product (apparently to make life better) and being a Loyal and Patient Customer, which is pure mental harassment.

As of date, they are denying to share any Estimated Date of Response on the claim or Returning my Phone.

Kindly help!