Samsung — Worst Customer Care
The chain of mails below is self-explanatory...
Ph: (044) 6499 3264
M: 097890 52198
---------- Forwarded message ----------
From: Vijay Shekhar <firstname.lastname@example.org>
Date: Sat, Mar 28, 2009 at 8:36 PM
Subject: Re: BP No. 8409627773
Cc: email@example.com, firstname.lastname@example.org, email@example.com, firstname.lastname@example.org, email@example.com
I am simply amazed...
After sending this mail yesterday (March 28) morning, I must have made atleast 5 calls to your customer care numbers...in every call I was told that one Mr. Giri is on his way to my residence, but he never reached. Surprisingly, this status was given to me at 7:45 P.M. also, whereas your customer care executive knew that Samsung customer care closes at 8:00 P.M. (anyways what is there to close? they anyway don't work).
Now I have no doubt that Samsung customer care is completely unreliable and the worst, without any standard. Even your cliams are completely false. As I mentioned in my e-mail below, one your customer care executives spoke to me about targets. Let me tell you, your people do not know their job. Atleast in Chennai (India), they don't.
And this was the last time that I purchased a Samsung product. As I mentioned, you people are fooling customers. My problem is a case in point.
I want my problem resolved...it's my right. And I fall within the warranty period. So I want the service done AT THE EARLIEST AND COMPLETELY FREE OF COST.
And please do not send me a 'template' reply. And please do not call yourselves 'customer satisfaction team'...you people are actually 'consumer harassment team'.
On Sat, Mar 28, 2009 at 2:26 AM, SUPPORT INDIA <firstname.lastname@example.org> wrote:
Thank you for becoming a patron of Samsung product.
Without any prejudice we regret the inconvenience caused to you. We have forwarded your mail to our concern department. Our concern person will get in touch with you shortly. Please bear with us till then.
For further assistance you may contact SAMSUNG Customer Contact Center at 3030 8282 or 1-800-11-0011 (toll free).
Thanking and assuring you for best services always.
Customer Satisfaction Team
Samsung India Electronics Pvt. Ltd.
------- Original Message -------
Sender : Vijay Shekhar<email@example.com>
Date : Mar 28, 2009 13:17 (GMT+09:00)
Title : BP No. 8409627773
I purchased a Samsung DVD player (P480) on July 12, 2008.
On March 23, 2009, I called up Customer Care as my DVD player stopped functioning...it kept showing 'no disc'. Now I am aware that this does happens on account of dust getting accumulated and can be easily resolved by running a DVD cleaning disc. But the problem here is that my system is not even accepting the cleaner disc.
The customer care gave me the BP no. 8409627773 and told me that someone from the technical department would get in touch with me for a visit appointment. Someone did call (from mobile no. 98417 00179) on that day itself and asked if he could pay a visit on March 24. I informed him that nobody will be at home as it is a working day and requested that the servicing be done on Friday (March 27) as it's a holiday for me. He agreed and said that he would call me closer to the date and fix up an appointment. His call never came.
I called up customer care once again on Thursday (March 26)...I was shocked to learn from them that my request had been cancelled on account of my non-availability at home on March 24. When I asked the executive as to what the basis for cancellation was, I was told that the technicians need to close the complaints within a day or it shows negative on their performance. Now if these are Samsung's customer care etiquettes and benchmarking standards, I am sorry to say that a roadside technician is more reliable. And this actually means that customer care is actually customer harassment, wherein the customer has to skip his work or any other important engagement that he may have, just to wait for the Samsung technician. This is just not acceptable.
It doesn't end here. The executive took my complaint again under the same BP no. and told me that a technician will get in touch with me for an appointment...the whole process again. But no call came. Then I called up customer care again yesterday (March 27) evening and was told that a technician would visit my home before 8:00 P.M. yesterday itself. When nobody came till 7:45 P.M., I called up customer care once again and was again shocked when I was told that my problem will be resolved and closed by March 30 and that a technician will get in touch me at the earliest.
Till now (9:00 A.M. on March 28), nobody has called me.
I want my problem resolved at the earliest. Please help me. And my request falls within the warranty period. So please ensure that I get the service completely free of cost and without any hidden / clever cost. And kindly also ensure that the Samsung technician doesn't ask me for any tip. I am actually wary having these doubts now on account of the very unprofessional way my request has been dealt with by the Samsung customer care division.
You may contact me on +91 97890 52198 or +91 44 6499 3264.
Thanking you in anticipation,
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