[Resolved]  Samsung Electronics Co. Ltd — Poor after sales service ..(Samsung 40 Inch LED)

I purchased one Samsung 32” LED in March 2014. The same was got installed only in July 2014. In June 2015, the LED started giving trouble. Although sound was okay but its picture was getting distorted and screen not properly functioning. We lodged the complaint with Samsung customer care and the technician visited within 48 hours. Without even properly inspecting the same, he informed that its panel has gone out of order and needs replacement which will cost about Rs. 17, 000/-. Since the LED was purchased in March 2014, therefore the same had gone out of warranty and we will have to make full payment. I requested him to check thoroughly as the picture was visible sometime for few moments. He started TV and just confirmed in 1 minute without even checking again that there is problem in the panel only and it cannot be repaired and will have to be replaced. He charged Rs. 684/- towards his visiting fee, vide receipt no. 16952 dated July 01, 2015. It was extremely shocking for me as the LED was only one year old and also very sparingly used since there are already four TVs in the house.

On checking online, I could gather that similar new 32” LEDs of different reputed brands were available in market in the range of Rs. 17, 000/- to Rs. 20, 000/-. Therefore, I didn’t opt for replacement of panel at such a high cost of abt Rs. 17, 000/- and that too with limited warranty again. I was considering to dispose it off as scrap.

Only last week, I just happen to discuss casually with my family friend and he advised me to consult another local technician as well who lived nearby. On my request, he visited our house and inspected the LED. He immediately diagnosed the fault and told that there seems to be problem with Logic Board plate of LED and assured to fix the problem. He replaced the Logic and repaired the fault in LED for which I had to pay nominal amount as compared to what we were asked to pay by Samsung’s technician and now the LED is in perfect condition and running fine.

However, I got extremely disturbed and surprised as to how the well reputed brand like Samsung can misguide their customers. Though I and my all family members are regular users of Samsung products for the last several years but this particular incident has completely shaken my faith in Samsung for now and ever. Firstly, the LED gone out of order immediately after one year. Secondly, Samsung’s customer care people are not properly trained and misguiding the customers and even don’t know their job properly. Thirdly how they charged Rs. 684/- towards their visiting fee for few minutes (without doing any job or repair) which is unusual and needs to be refunded immediately. Ideally Samsung should have repaired / replaced the part at their own as the product was within warranty.

Further the mental agony and financial loss we suffered due to irresponsible act of customer care officials has shaken our faith in a reputed brand like SAMSUNG, which is extremely disturbing. In the past also I had similar experience with my Samsung mobile which I purchased for Rs.25, 000/- about 3 years ago and suffered loss of approx. Rs.10, 000/- within warranty period but I just ignored and didn’t think proper to take up the matter. All my family members in our home have Samsung Mobiles.

I purchased one Samsung 32” LED in March 2014. The same was got installed only in July 2014. In June 2015, the LED started giving trouble. Although sound was okay but its picture was getting distorted and screen not properly functioning. We lodged the complaint with Samsung customer care and the technician visited within 48 hours. Without even properly inspecting the same, he informed that its panel has gone out of order and needs replacement which will cost about Rs. 17, 000/-. Since the LED was purchased in March 2014, therefore the same had gone out of warranty and we will have to make full payment. I requested him to check thoroughly as the picture was visible sometime for few moments. He started TV and just confirmed in 1 minute without even checking again that there is problem in the panel only and it cannot be repaired and will have to be replaced. He charged Rs. 684/- towards his visiting fee, vide receipt no. 16952 dated July 01, 2015. It was extremely shocking for me as the LED was only one year old and also very sparingly used since there are already four TVs in the house.

On checking online, I could gather that similar new 32” LEDs of different reputed brands were available in market in the range of Rs. 17, 000/- to Rs. 20, 000/-. Therefore, I didn’t opt for replacement of panel at such a high cost of abt Rs. 17, 000/- and that too with limited warranty again. I was considering to dispose it off as scrap.

Only last week, I just happen to discuss casually with my family friend and he advised me to consult another local technician as well who lived nearby. On my request, he visited our house and inspected the LED. He immediately diagnosed the fault and told that there seems to be problem with Logic Board plate of LED and assured to fix the problem. He replaced the Logic and repaired the fault in LED for which I had to pay nominal amount as compared to what we were asked to pay by Samsung’s technician and now the LED is in perfect condition and running fine.

However, I got extremely disturbed and surprised as to how the well reputed brand like Samsung can misguide their customers. Though I and my all family members are regular users of Samsung products for the last several years but this particular incident has completely shaken my faith in Samsung for now and ever. Firstly, the LED gone out of order immediately after one year. Secondly, Samsung’s customer care people are not properly trained and misguiding the customers and even don’t know their job properly. Thirdly how they charged Rs. 684/- towards their visiting fee for few minutes (without doing any job or repair) which is unusual and needs to be refunded immediately. Ideally Samsung should have repaired / replaced the part at their own as the product was within warranty.

Further the mental agony and financial loss we suffered due to irresponsible act of customer care officials has shaken our faith in a reputed brand like SAMSUNG, which is extremely disturbing. In the past also I had similar experience with my Samsung mobile which I purchased for Rs.25, 000/- about 3 years ago and suffered loss of approx. Rs.10, 000/- within warranty period but I just ignored and didn’t think proper to take up the matter. All my family members in our home have Samsung Mobiles.