[Resolved]  Samsung Ac & Washing Machine — Pathetic service by Samsung & no one is answerable in the company for such long delays

I made a complaint no. [protected] on 07.07.08 (13 days back) about problems in my Washing Machine & AC (procured only 3 motnhs back). However till this time none of the complaints have been resolved. No-body in the compnay seems to be answerable or is keeping track of such long sufferings of consumers and blatantly violating warranty support terms. No escalation numbers are there and we have to call only on their toall free number wherein different csutomer care exec. picks up phone everytime and I have to explain everything to him/her which is very disgusting & annoying. These pains can be taken if committments are met which is however never the case.

The call of Washing machine (spark inside machine when drier was put on) was attended after two days (VERY UNACCEPTABLE DELAY) after my call of 07.07.08 and it was told that Motor of rinse tub was faulty and to be replaced. One reminding two days after that it was told that the part will be available on 14.07.08 (today), however, till this time no-one has come to repair the machine even after 13 days of my complaint. This is really pathetic service from Samsung. We have been suffering since clothes don;t dry in this monsoon season and I have small kids.

The AC call (AC working only in FAN mode and not in COOL mode) has been twice attended by one Sardarji engineer (whose name we don’t know) who has been making fool o[censored]s and is not repairing the fault in AC. First time, we were advised by him to get stabilizer checked and that compressor was okay & he went back, which was not the case. The stabilizer is brand new and was found to be okay.

I again lodged the call informing the same and again after two days the same sardarji visited and said the same thing that compressor is okay, get the NEUTRAL checked and he went back. The same was got checked from electrician and was found to be alright. Further, other equipment, fans, light etc. in house have been working fine which couldnot have been the case if neutral was faulty.

In this regard, I requested them to get the faults repaired urgently BY SENDING SOME SENIOR COMPETENT ENGINEER (NOT ENGINEERS WHO MAKE FOOL O[censored]S) by repairing/ replacing the faulty parts of AC & Washing Machine urgently. It was informed by customer care executive that calss will be resolved on TOP PRIORITY TODAY, which has not been the case again….!!! After running from pillar to post the AC call was attended by different engineer on 17.07.08 and he confirmed fault with AC compressor and said that AC will be lifted tomorrow (18.07.08) and repaired AC will be given back today (19.07.08), but not suprising again keeping in view the already experienced pathetic service, the AC is yet to be picked till this time, leave alone repaired and put back.

I have been talking to them for numerous times since last 13 days (which I have lost count of now), sent two emails at support.[protected]@samsung.com, talked to one Ms. Pooja at their Servcies department, Head Ofice, Delhi, talked to their service Centre in Gurgaon, Talked to call centre senior supervisors and in short have already run from pillar to post for getting the two appliances repaired but to no avail. No numbers are given by their call centre of their higher ups answerable for such pathetic service to whom matter can be escalated. Instead we are promised call-back from seniors in 2 hours (blah blah blah) which I am yet to get in any of the four committments from call centre...!!!

I AM NOW SERIOUSLY THINGKING OF FILING A COMPLAINT WITH THE ‘District Consumer Forum’ IN ONE-TWO DAYS TIME FOR DEFICIENCY OF SERVICE AND FAULTY PRODUCTS SUPPLIED.

Further, I have already vowed never to go for any Samsung products in the future, keeping in view low quality of your products & such pathetic service, as if some favour is being done to the customer by taking warranty calls.

SATYABIR SINGH
GURGAON