Dear Mr.Yun Jong Yong,
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Thank you firstly for your time to read my mail and uploaded videos on
http://www.youtube.com/watch?v=OlLKQqHoeck and the response from your customer service in Beijing on
www.315ts.net/bbs/dispbbs.asp?boardID=24&ID=31080&page=1 G1v(}7Z2g,D3y*~)f7Y6r
I am writing to you with a mixed mood of excitement, frustration and expectation because of extremely unpleasant experience with my first Samsung Anycall mobile phone.
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I bought myself a Samsung Anycall mobile phone, model SGH-D838 in Xujiahui District in Shanghai on Sept. 1st, 2007. The new mobile sometimes, but not often, terminated running programs when it was Sept. 10th. I misread this malfunction as improper press on keys as the key press did not suits me well then. On the other hand, the malfunction did not occur often enough to the point where the mobile fail to work properly. What??s important, I did not explain it as a quality issue out of the confidence in Samsung brand.
1{"w Z(k-K&W1`)vFOB Business ForumThe malfunctions, except terminated programs, were added with additional symptoms on Oct. 22, including failure in response for all keys, involuntary power-off/reboot, which were not rhythmical. But normal usage was obviously affected. So I decided to consult with Samsung after-service network.
.t9f0N9t1z3E5[0y+U[A Professional Business Forum]I visited Yixing Co., Ltd. on West Guangyuan Road (+86-21-54900143，54900146) on Oct. 27. Engineer Mr. Yao A accepted my case. Here I list the procedure that day below,
%t9p9h+T+o/_-a-Q5g,u*X#c,t[A Professional Business Forum]-Press on keys: all the keys worked normally.
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-Peel off membrane switch cover, visual inspect metal domes and key pads: no visible shorts or foreign materials on key pads.
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-Visual inspection on mobile electrodes: no visible oxidation.
*s,s2O-j$F(X,o;kFOB Business Forum-Resistance measurement on mobile electrodes: values within SPEC.
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Finally, Yao A suggested upgrading the software. He implemented upgrading with my approval.
)_,Y8?0Z/l*i4M4u(E%Rbusiness forum,trade forum,business opportunity,Business China,Business India,Brazil businessYao A verified the mobile by pressing all keys and found no occurrence of malfunction. I myself also verified the mobile and no malfunction was found. So I took back the mobile.
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Unfortunately, malfunctions happened again that night. I found by accident, that the malfunction disappeared when using a full-power battery, and it got back to malfunction with low-power battery.
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I visited Mr. Yao A a second time on Oct. 27. The malfunctions were confirmed then, but battery proved irrelevant because malfunction existed when the mobile is powered with DC.
!N6z;c([({%Z#[4a8T!zFOB Business ForumMr. Yao A screwed off rear shield and measured resistance on internal circuit but the diagnosis was not conclusive. I left my mobile in the repair shop upon his request for additional probe.
&J7Q9p6t)O9X[A Professional Business Forum]My friend reminded me afterward that day that the malfunction occurred prior to the 15th day after purchasing, which conforms to commodity replacing terms in Regulations of Responsibilities on Repair, Replace and Return for Mobile Phone Commodity (《移动电话机商品修理更换退货责任规定》, referred to as "Triple-R Regulations"). I called Yao A immediately and notified him to quit the repair.
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I returned to Yao A on Oct. 30th and took my mobile to the seller, Yongyang Electronics Co., Ltd. requiring for replacing it with a new counterpart. I was refused for not having a diagnosis report released by the repair shop.
:E+I3t7b1j*z-I*Gforum.fobshanghai.comI went to Yao A for the report, but was refused again. Yao A agreed to release a service sheet to confirm the existence of my stated malfunctions. Unfortunately, Yongyang said no on seeing the service sheet claiming the sheet was not a formal document plus my feedback expired the 15-day limit. I had tried to negotiate with Yongyang, but in vain.
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To repair my mobile, I took it to Shangbao Electronics Technology Services on Wuzhong Road (+86-21-64683388) on Nov. 4th. Another Mr. Yao B, accepted my case.
J)U6x0e7K!`9t#w:Qforum.fobshanghai.comYao B claimed no malfunction was found in the past week but the software was upgraded when called on Nov. 6th.
1s'M;Q8R$e1S:}FOB Business ForumI went to Yao B??s on Dec. 10 and was told that no malfunction was found. He even denied he had ever upgraded the software! When asked how came my mobile failed to work normally, Yao B explained the malfunction as "software failure".
0G&K!|+S$X7d3l$Cbusiness forum,trade forum,business opportunity,Business China,Business India,Brazil businessI eventually distrusted the repair shop, and verified the mobile myself by using up the battery. I took the mobile after confirming it was OK.
-H5o)`0G&w(f3n4pAfter that, I called 800-810-5858, Samsung customer service hotline in Beijing, complaining about mobile quality issue and lawbreaking practices in repair-shops. But I did not see any positive activities by Samsung. All they did was to call the repair-shops and learn the story without any technical investigation. What??s worse, they neglected lawbreaking practices in repair-shops. I don't think the sugestions by Samsung conceived that way will be objective and fair.
2X'g-L)K:S#s8M;a-E.MFOB Business ForumSo I have my questions for Samsung:
$`'J5P*Y4C3qbusiness forum,trade forum,business opportunity,Business China,Business India,Brazil business1.The 12th term in "Triple-R Regulations" says, "customer may choose to replace or repair the mobile phone if the main body encounters functional malfunction(s) listed in appendix 3, the malfunction matrix, from the 8th to the 15th day after sale". In my case, the occurrence of malfunction can be traced back to the 10th day after purchasing. But unfortunately, it was extremely difficult for an ordinary customer to perceive, and it was also misread by your professional engineer at Yixing repair shop. I think it too strict for a customer to "find out the malfunction(s) within 15 days and get confirmation from repair shop". Is a customer to be blame for not being professional enough to find a malfunction that is NOT LISTED ON THE USER MANNUAL?
#h$a:M+U(q.y:M!~2.The 4th term says, "the regulation contains only basic requirements on mobile phone commodities. Commitments with higher standards by sellers and manufacturers that better protect customer's legal rights are encouraged". My personal case, in terms of FMEA, is featured by a low occurrence (O) and a high detectiveness (D), which explains Mr. Yao A's misjudgment. However, the severeness (S) is high-scored as the mobile refused to work. Your vendor must have great pressure to improve the quality in this case--how does Samsung think of the feelings of customer that getting into the trouble? Just feel safe thanks to "15-day useful time for replacing"?
5Y+f s8F4p0f)p:SFOB Business Forum3.Yixing claims, "software upgrade aims at verification and diagnosis, so this practice is other than repair thus no need to record it on repair log", while Shangbao recognizes software upgrade as repair. Does Samsung have a definite definition on that? By the way, is software upgrade still regarded "verification and diagnosis" upon its implementation given no hardware problems were found?
`2{&c2C/@[A Professional Business Forum]4.I admit that software failure, which Shangbao considered to be the root cause, can lead to involuntary power-off/reboot. But my "dead" mobile comes back to life when charged. Is there anyone helpful could explain this in a technical manner? What's more, is there any regular evaluation on engineers in repair-shop regarding professional capability?
;}0C3i+D5XFOB Business Forum5.The thirteenth term of "Triple-R Regulations" says, "for mobile phone which experiences repair twice but still fails to function normally, seller is responsible for replacing the failure with counterpart of the same model free of charge with proof on repair log provided by the repairer(s)." But I am deprived of the right to replace the mobile in case of re-occurrence of malfunction due to repair practices of engineers did not form any record in the log.
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6.Globalization has brought China economic rise and changed knowledge structure of a generation as well. To be frank, I am a freshman in electronic industry. But I believe more and more professionals will be customers of mobile phones. Samsung is already on the blacklist due to increasing quality/service complaints according to
www.315ts.net. Plus, misinterpretation and mislead at Yixing and Shangbao harmed both Samsung's reputation and customer's interests. Does Samsung feel confident in winning the heart of these professionals? Will the "special services" satisfy them? How does Samsung change her image of "first-class design, second-class quality, and third-class service"?
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In closing, my thankfulness goes to
www.315ts.net for their supports on my complaint case (case#TS152974,
http://www.315ts.net/viewtousu.asp?id=155570), and unremitting efforts to maintain normal orders in China electronics commodities market.
