Samsung India — Promised feature not available

Address:

Bangalore, Karnataka

Dear Sir/Madam

I had purchased Samsung ATIV Smart PC Pro (XE7001C-A01IN) SN: J9WA91DD200016 on 11th May 2013.

I have found that the model does not work with a sim card slot as per your website (enclosed pdf of the url). I had decided to buy the same only after looking at this as a base requirement.

I was unable to upload the pdf file of the webpage with date and time stamp, hence uploading part of the pdf as an image which clearly shows the feature usim slot present in the device.

URL: http://www.samsung.com/in/consumer/pc-peripherals-printer/smart-pc/smart-pc/XE700T1C-A01IN-feature...⇄

IMAGE Link: http://www.samsung.com/in/consumer/flagship/XE700T1C-A01IN/images/ports_strategy_700T1C_01.jpg

I had registered a complaint (complaint no: [protected]) with the Samsung CS Team on 11th May 2013 for the same.

They have now made changes to the website to reflect the correct product details without informing me and now offer me only a refund after all the fiasco. I only demand what was show to me be delivered and provide me the product with the USIM/3G Capability as was shown on their website.

I need your help to get a proper resolution for this issue and help me obtain justice from Samsung India. Below is the final offer received from Ajeet Kumar from Samsung.


Regards
Pradeep


On Thu, Jun 13, 2013 at 2:42 PM, Ajeet Kumar <ajeet.[protected]@samsung.com> wrote:



Dear Mr Pradeep,

Greetings from Samsung.

I confirm the receipt of your email and at the outset regret the inconvenience caused to you due to the prevailing situation. On behalf of Samsung team I also take this opportunity to sincerely thank you for highlighting your concerns and giving us an occasion to serve you.



Although we at Samsung do take a lot of initiatives towards continuously improving our products, services and processes; there may be rare occasions when some gaps may remain between the actual delivery and the expectation of our valuable Customers.



Keeping in mind the entire incident, management has taken a decision to refund you the full amount paid by you and pick up the unit delivered at your end. Post your conversation with me & mr. Bansal you were offered the same, but you preferred not to go for it and insisted for the product with 3G/USIM Slot or full refund and you will continue using the product, both of which are not feasible solutions.



Please note that this is a final offer and post your acceptance/consent you need to provide us the copy of invoice and other necessary documents within a week to start the process of refund.

Thank you for choosing Samsung and have a great day ahead!

Regards,

Ajeet Kumar

Sr. Manager, Customer Satisfaction.

Samsung India Electronics Pvt. Ltd.

Mob:+[protected]


---Original Message---
Sender : [protected]@gmail.com
Date : 2013/06/12 21:53 (GMT+05:30)


Subject : Re: Re: Re: Re: Re: Re: Re: [Re]Samsung ATIV SMART PC PRO



Mr. Park

I had received a call from Ajit Kumar (as informed he was from your office) on 8th June 2013 in the evning regarding the issue.

I was given two options as below:
1. To use the product as is and not to make any more noise (I want to use the product with 3G/USIM Slot that was displayed)
2. Return the Product and get a refund (which I do not want to)

Samsung has cheated me by posting in the India site the feature of 3G Capability for the ATIV SMART PC PRO and post my tagging the ticket made necessary changes were made and corrcted without informing me about the same (I really am unable to understand why your team has goofed up at such an extent).

I have been asking for Samsug to deliver what was shown to me and still your people are not able to have this sorted out. To be very secific I want Samsung India to exchange the ATIV SMART PC PRO as available with the 3G capability/USIM Slot (as it was on the india website earlier prior to the change).

I hope being the CEO you might have the authority to replace the product with 3G/USIM Slot and I would like you to reply stating that this would be done.

It has been more than a month now and no one from Samsung has been able to help me.

Regards
Pradeep

On Fri, Jun 7, 2013 at 6:24 PM, <[protected]@gmail.com> wrote:

Hi All

There has been response from your end and you do not seem to care to provide service that is a basis for any business.

It is great service that you are failing to even revert on email.

Mr. Park
I do believe now that Samsung is bent on ensuring to not care about this complaint and all you do not seem to have a governance process and escalation process.

Even post escalation to your office and personal escalation to you there has been no response from Samsung's end.

Kudos on your commitment and service which cares less about the customer and provides wrong information about the product in your own website and make changes when a customer asks for clarification then shuns the customer.

I suppose I may need to take this on the social platform and show the world how samsung treats customers in India.



Regards
Pradeep

[protected][protected][protected][protected]

From: [protected]@gmail.com
Date: Wed, 29 May 2013 04:26:13 +0000
To: <support.[protected]@samsung.com>; <aditya.[protected]@partner.samsung.com>; <bd.[protected]@samsung.com>
ReplyTo: [protected]@gmail.com
Subject: Re: Re: Re: Re: Re: Re: Re: [Re]Samsung ATIV SMART PC PRO


Support Team/Aditya

I have not received any call from any concerned team from samsung till date.

I do not believe Samsung is intending to solve the issue at all.

You have also made changes to the website to the image that misled me on the india site.

I do believe that you are trying to cheat me now.

Mr. Park

Please go through the trail mail on how your Customer Service has been unresponsive and how they have been harassing me for a mistake made by your team representing a USIM slot for the india ATIV SMART PC PRO.

Now they have rectified their error on the samsung india site for the product. Enclosed is the pdf of the then product feature page representing my case.

As CEO of Samsung I do hope you might have this sorted out ASAP.



Regards
Pradeep

[protected][protected][protected][protected]

From: SUPPORT INDIA <support.[protected]@samsung.com>
Date: Sat, 25 May 2013 07:30:55 +0000 (GMT)
To: [protected]@gmail.com<[protected]@gmail.com>
ReplyTo: support.[protected]@samsung.com
Subject: Re: Re: Re: Re: Re: Re: Re: [Re]Samsung ATIV SMART PC PRO


Dear Customer,

Greetings of the Day!



We thank you for taking time for sending this email and making us aware of the issues you are facing with your Samsung product



We sincerely regret the inconvenience caused to you. With reference to your mail dated 24 May 2013, we would like to inform you that your issue is already under process and our concerned team will contact to you shortly in order to address your concern.



Thanking and assuring you for best services always.



Warm Regards,

Shraddha

Customer Satisfaction Team - Support.India

Contact Numbers

[protected] or[protected]

------- Original Message -------

Sender : [protected]@gmail.com<[protected]@gmail.com>

Date : May 24, 2013 18:36 (GMT+05:30)

Title : Re: Re: Re: Re: Re: Re: [Re]Samsung ATIV SMART PC PRO



Any update or do I have to wait for all eternity for your screw up???

I need to use the laptop... I cannot wait any longer...


Regards
Pradeep

[protected][protected][protected][protected]

From: SUPPORT INDIA <support.[protected]@samsung.com>
Date: Mon, 20 May 2013 12:49:43 +0000 (GMT)
To: [protected]@gmail.com<[protected]@gmail.com>
ReplyTo: support.[protected]@samsung.com
Subject: Re: Re: Re: Re: Re: Re: [Re]Samsung ATIV SMART PC PRO


Dear Customer,



Greetings of the day,



Firstly, we would like to thank you for taking time in writing to us and giving us a chance to serve you.



In reference to your mail regarding Samsung issue, we have forwarded your concern to our sales department so, we request you to give us sometime as your complaint is under process.



Lastly, we would like to assure you of our total commitments for your complete satisfaction.



Warm Regards,



Supriya Jaiswal

Customer Satisfaction Team - Support. India

Contact Numbers

[protected],[protected]





------- Original Message -------

Sender : [protected]@gmail.com<[protected]@gmail.com>

Date : May 20, 2013 17:18 (GMT+05:30)

Title : Re: Re: Re: Re: Re: [Re]Samsung ATIV SMART PC PRO



Just to reiterate the case [protected] was tagged on 11th Mat 2013 and today is the 20th of May 2013.

Your teams have had good enough time to resolve the issue. The other issue as stated earlier is that I have been asked not to use the 70K+ tablet bought on 11 May 2013 till the issue is resolved and I do not have an alternative laptop to use (I had exchanged my old laptop in lieu of the ATIV Smart PC Pro).

Why are you people harassing me like this?

I have had enough of this nonsense

Aditya
Pls call me.



Regards
Pradeep

[protected][protected][protected][protected]

From: SUPPORT INDIA <support.[protected]@samsung.com>
Date: Mon, 20 May 2013 11:11:49 +0000 (GMT)
To: [protected]@gmail.com<[protected]@gmail.com>
ReplyTo: support.[protected]@samsung.com
Subject: Re: Re: Re: Re: Re: [Re]Samsung ATIV SMART PC PRO


Dear Customer,



Greetings from Samsung !



Firstly, we would like to thank you for taking time in writing to us.



With reference to your email, we would like to request you to give us sometime as the concern is already under process with the sales team we will contact you shortly.



We look forward to your support for allowing us to assist you in resolving your concerns.





Warm Regards,

Deepti Bhadola

Customer Satisfaction Team - Support. India

Contact Numbers:[protected] or[protected]

------- Original Message -------

Sender : [protected]@gmail.com<[protected]@gmail.com>

Date : May 20, 2013 15:54 (GMT+05:30)

Title : Re: Re: Re: Re: [Re]Samsung ATIV SMART PC PRO



I have been receiving the same response for the past few times.

But no one has take the initiative to call me till date from your sales team to help close the issue and provide the resolution.

Give me a number to speak with the respective sales guy handling this case.



Regards
Pradeep

[protected][protected][protected][protected]

From: SUPPORT INDIA <support.[protected]@samsung.com>
Date: Mon, 20 May 2013 10:01:01 +0000 (GMT)
To: [protected]@gmail.com<[protected]@gmail.com>
ReplyTo: support.[protected]@samsung.com
Subject: Re: Re: Re: Re: [Re]Samsung ATIV SMART PC PRO


Dear Customer,



Greetings from Samsung ! Firstly, we would like to thank you for taking time in writing to us.



With reference to your email, we would like to inform you that your concern is already under with our sales team for Smart PC Pro and we will contact you shortly.



We look forward to your support for allowing us to assist you in resolving your concerns.





Warm Regards,

Deepti Bhadola

Customer Satisfaction Team - Support. India

Contact Numbers:[protected] or[protected]

------- Original Message -------

Sender : [protected]@gmail.com<[protected]@gmail.com>

Date : May 20, 2013 14:55 (GMT+05:30)

Title : Re: Re: Re: [Re]Samsung ATIV SMART PC PRO



I have not received any call from either the support team or the sales team.

Can you mark someone from the team who is handling this???


Regards
Pradeep

[protected][protected][protected][protected]

From: [protected]@gmail.com
Date: Fri, 17 May 2013 13:16:09 +0000
To: <support.[protected]@samsung.com>; <aditya.[protected]@partner.samsung.com>
ReplyTo: [protected]@gmail.com
Subject: Re: Re: Re: [Re]Samsung ATIV SMART PC PRO


Hi Neetu

Your team at samsung does not understand what I am going through.

I raised the issue ticket on saturday la(11th May 2013), it is almost a week and now do not have a laptop to use and I have run out of patience.

I just expect a replacement of the existing tablet with one that is as per your site (with sim support). Give me a deadline for the same.


Regards
Pradeep

[protected][protected][protected][protected]

From: SUPPORT INDIA <support.[protected]@samsung.com>
Date: Fri, 17 May 2013 13:04:40 +0000 (GMT)
To: [protected]@gmail.com<[protected]@gmail.com>
ReplyTo: support.[protected]@samsung.com
Subject: Re: Re: Re: [Re]Samsung ATIV SMART PC PRO


Dear Customer,



Greetings from Samsung!!



We thank you for taking time for sending this email and making us aware of the issues you are facing with your Samsung product.



We sincerely regret the inconvenience caused to you. With reference to your email you are requested to give us some more time as your complaint is already under process and our sales team will contact you soon. We really appreciate your patience and your support.



For further assistance you may contact our Customer Contact Center at[protected] or[protected].



Thanking and assuring you for best services always.



Warm Regards,



Neetu Singh Chandel

Customer Satisfaction Team - Support.India

Contact Numbers

[protected] or[protected]









------- Original Message -------

Sender : [protected]@gmail.com<[protected]@gmail.com>

Date : May 17, 2013 09:49 (GMT+05:30)

Title : Re: Re: [Re]Samsung ATIV SMART PC PRO



Also as informed by you I am not using the equipment and now I am helpless without a laptop (I had exchanged my old one for this).

When will your escalation team resolve this? I cannot wait for all eternity for your company's idiocy.


Regards
Pradeep

[protected][protected][protected][protected]

From: [protected]@gmail.com
Date: Fri, 17 May 2013 04:11:48 +0000
To: <aditya.[protected]@partner.samsung.com>; SUPPORT INDIA<support.[protected]@samsung.com>
ReplyTo: [protected]@gmail.com
Subject: Re: Re: [Re]Samsung ATIV SMART PC PRO


Hi Aditya

I have not received any call from your escalation team yesterday as informed by you.


Regards
Pradeep

[protected][protected][protected][protected]

From: ADITYA MOTA <aditya.[protected]@partner.samsung.com>
Date: Tue, 14 May 2013 12:51:31 +0000 (GMT)
To: [protected]@gmail.com<[protected]@gmail.com>; SUPPORT INDIA<support.[protected]@samsung.com>
ReplyTo: aditya.[protected]@partner.samsung.com
Subject: Re: Re: [Re]Samsung ATIV SMART PC PRO


Dear Pradeep,



Thanks for the information you have send. Let me analyze the case and I will get back to yoo on this.



------- Original Message -------

Sender : [protected]@gmail.com<[protected]@gmail.com>

Date : May 14, 2013 18:05 (GMT+05:30)

Title : Re: [Re]Samsung ATIV SMART PC PRO



Hi Aditya/ Support Team

I am yet to use the product and I am yet to receive a revert from samsung as well.

I had requested for a replacement of the same equipment with sim support as per your website (enclosed pdf copy of the features page).

Let me know if you are interested to solve the discrepancy or not.

I have not received any call back as well post the last communication from manisha to send the invoice copy to aditya.



Regards
Pradeep

[protected][protected][protected][protected]

From: [protected]@gmail.com
Date: Mon, 13 May 2013 11:39:52 +0000
To: <aditya.[protected]@partner.samsung.com>
ReplyTo: [protected]@gmail.com
Subject: Fw: [Re]Samsung ATIV SMART PC PRO


Hi Aditya

I was asked to email the details of the invoice to you by the samsung tech support today.

The details of the issue are in the trail email.


Regards
Pradeep

[protected][protected][protected][protected]

From: Samsung Customer Support Center <[protected]@contactus.samsung.com>
Date: Sun, 12 May 2013 21:12:31 +0900 (KST)
To: <[protected]@gmail.com>
Subject: [Re]Samsung ATIV SMART PC PRO













Dear Customer,

Greetings of the day!

Thank you for contacting our CEO’s Office.

With reference to your mail, we would like to inform you that we have forwarded your complaint to our technical departement and they will contact you shortly.

Lastly, we would like to assure you of our total commitments for your complete satisfaction.

Thanking you and assuring you of our best services always.

With warm regards,

CEO’s Office
Samsung India Electronics Pvt. Ltd.


* Please do not reply back to this email message as this email address is used for outbound messages only.



To :
Samsung CEO,

I have purchased Samsung ATIV Smart PC Pro (XE7001C-A01IN) SN: J9WA91DD200016 on 11th May 2013.

I have found that the model does not work with a sim card slot as per your website (enclosed pdf of the url). I had decided to buy the same only after looking at this as a base requirement.

URL: http://www.samsung.com/in/consumer/pc-peripherals-printer/smart-pc/smart-pc/XE700T1C-A01IN-feature...⇄

IMAGE Link: http://www.samsung.com/in/consumer/flagship/XE700T1C-A01IN/images/ports_strategy_700T1C_01.jpg

I had registered a complaint (complaint no: [protected]) with your CS Team yesterday, 11th May 2013 for the same.

This is very disturbing to see samsung displaying the sim card capability on the features page but the same is unavailable in the product I have purchased.

I would need a quick revert and a proper resolution for this.


Regards
Pradeep
[protected]

Thanks & Regards!

Aditya Mota
IT Team Leader
CCC-Noida