Samsung — Escalation samsung soundbar

Hi Samsung Team,

I am following up for my complaint with below sequence of events and was really disappointed / Harassed with the manner complaint is been handled. Apologies for the long email but will appreciate your valuable time to go through the grievance of the customer.

COMPLAINT / SO#[protected]
Samsung PAN#[protected]

14 March: Complaint was lodged using Toll Number[protected]
Didn't heard any call / any information from Samsung for more than week.
Did called Toll number for 4-5 times and every time apologies were given with assurance that escalation is done to seniors
With God's blessing by end of March'15, one Technician was send to my home, but unfortunate Technician didn't know how to power ON the system so we need to help him on it
He couldn't resolve the problem and committed to bring Engineer next day
As usual, following NO one turned up and as usual POOR CUSTOMER started his process of calling Toll number.
Around 8 calls were made to Toll Number with customer offering to pay for Taxi and Free food for the Engineer
12 April: Engineer came and again he couldn't do anything and told he will get the company vehicle and take the system back
Again as usual NO one turned up and started calling Engineer
Engineer Response: I am out of station, call my Boss for any update
Customer Called Engineer's Boss: Boss reply they need to change the 2 boards inside Sound Bar to which I replied refund / replacement, he said call Toll number as he couldn't do anything
Customer Called Toll Number again and issue was directed to Noida HQ
Got call from Noida HQ on 15 / 16 April with shocking statement saying that "This is Electronics item and can fail... " appreciate if someone can take a copy of my call with your Toll number and HQ number and I am sure you will be surprise how the customer was begging and the way responses were given.
Praying God on what to do next as again NO calls from Samsung team...

I beg Samsung team to agree one of the below options -
1. Refund my amount as I have been totally harassed by Samsung team and plan never to buy any Samsung Product
2. If I have NO option and to be punished for buying Samsung, atleast please do system replacement
3. If none of the above option works, I want to donate (Free of Cost) this system to Samsung for their Test Labs / R&D to ensure that only Quality product is been delivered to customer and its pain to first spend money in buying and later chasing Samsung for any complaints. We Buy premium products like Samsung for its PRODUCT QUALITY / BRANDING / BEST IN CLASS from R&D to Service.

IMPORTANT NOTE: This is the second time issue, first issue came on the day of Demo in Nov' 2014 when I bought this product. I faced similar NOT GOOD service from Samsung and even Engineer was NOT aware of how to measure Sound Quality.

Apologies if I hurt somebody unknowingly but this was the pain of customer for more than a month so couldn't stop to pen down and let all Samsung people know how customer feels. Appreciate if you can take a minute and think if this has happened to you on your new buy...


Thanks !!

Regards/ Shilpi Kalra