[Resolved] Samsung — I am complaining about a TV product of Samsung electronics which has stopped working within 3 mnths time (warranty given for 2 yrs,.

minesh.waghela

from Alwar, Rajasthan

Address:

390005

This refers to the discussion undersigned had with M/s Samsung india regarding the international warranty of TV UA43KU6000 purchased from Malaysia (SAMSUNG, customer support India REF. NO. [protected]).
I have purchased a UHD TV UA43KU6000K (Sr/no. 00TG3NCHB0026H) from Manjung, Malaysia on the 2nd January 2017 for which I have been given a warranty of 2 years. This model was carried by me to my home town Vadodara, Gujarat, India.
For my surprise, TV for which the warranty was given for 2 years had been shut down within 3 months’ of purchase time & the dealer in my home town denies servicing / repairing it.
After repeated request they are asking heavy charges (some 5000/-Rs as service charges ( service tax Plus) and plus the visiting charges which is 1200/ Rs - and plus the component charges which need replacement + repair charges). This is just because the TV is brought from Malaysia, your dealers and retailers are just worried of grabbing some money from the opportunity your product and you have given to them. It’s the customer that spends the hard earned money to buy your product with a trust in your quality. Here I would like to draw your attention that Samsung products are globally of same quality then why my TV which was purchased at Malaysia and brought to India, cannot be serviced at India under the guarantee cover.
The fact is that the Samsung electronics is bound for the quality and services for the product it markets through the globe, hence if the product is not working as per the Samsung high standards, its Samsung electronics role matters a lot. The warranty and benefits given to retail and dealer is business and the warranty and guarantee is given on the quality product which has to function for certain hours of time without fail. So Samsung must give warranty on its guaranteed product wherever it markets and gets business from or it must stop giving the guarantee as well selling the product where it is not able to represent completely with responsibility as a brand.
I request you to look into the matter and do the needful.

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May 12, 2017

Complaint marked as Resolved

Samsung India customer support has been notified about the posted complaint.

Verified Support

Mar 29, 2017

Samsung India Customer Care's response Dear Customer,
Greetings from Samsung.
With the reference of your feedback regarding Samsung product, we sincerely regret the inconvenience caused to you.
We wish to inform you that your complaint is acknowledged and our customer service team would contact you shortly for providing resolution to your complaint.
Thanking and assuring you our best services always.
Best Regards
Samsung India Electronics Pvt Ltd

Mar 29, 2017

Updated by minesh.waghela Dear Customer Care,
your customer service is just talking busines what i want is that Samsung Electronics must eiether take the responsibility if fixing the product which has stopped working before the warranty that one of there dealer has given on behalf of the company. Eiether the TV is to be repaired or they must replaced.it is the responsibility of the company to co-ordinate between the customer care of two country to co-ordinate for the commitment that the company gives with its product anywhere globally. other wise they must stop giving a warranty commitment in india for any of there product they want to sell in india. The commitment on the product whether it is a warranty or gaurantee it is the sole responsibility of the manufacturing company independent of place and country unless they dont have there service center or customer care nearby the place. And for your kind information Samsung is representing its product and not india or malaysia. its the product from which they are business that counts to them. They should not forget that it is there dealer who has sold that TV to me. and any company who doesnt have the capabilities to fulfill there warranty commitments should be banned from selling there product in india.
your customer care is just speaking about the service charges, visiting charges, taxes, and other. They are not interested to fullfill the clause written in the warranty, it is not the customer they are interested in but the ways to grab some extra money from the customer.
Thanking youand assure you that i will not again buy a single product of samsung electronics after the bitter experience i have with my refrigerator and tv both malfunctioned with in the months before the warranty got completed and the customer service charged us for the gas filling in the refrigerator case where as the actual fault was the PTC relay that was blown off.
Best Regards
Minesh Waghela ( Instrumentation and electronics engineer)

Apr 01, 2017

Updated by minesh.waghela These is the Reply they are giving to me on mail, they themselves turn down the warranty given by Samsung Electronics on there exclusive designed product known for eligance and perfection, but it is the fact that it stopped working during normal operation. The mail is send on the email address but still they cannot spell the name rightly.

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Dear Mr. Bagela,

Greetings!

This is in regards to the complaint of your Samsung LED TV UA43KU6000KMXL, bearing serial 00TG3NCHB00026H.

It is our best endeavor to provide you with impeccable product experience at Samsung. Our products pass through rigorous quality checks which are globally recognized; therefore, Samsung products stand out as best in terms of quality and service of the products.

Having said that, we always believe that our customers are the best judge and may help with improving our products. Therefore, we take every feedback with an assurance of improvement with every passing day.

The feedback shared by you regarding the product quality is appreciated. After an extensive research by our certified technical support engineer, we found that the product has developed a fault during its normal usage.

We understand that you expect a costless or discounted service for the product. We would like to inform you that the date of purchase of your product was 02.01.2017 from Malaysia and as such, the same product is out of warranty now. The unit needs to be repaired to rectify the defect reported by yourself.

Keeping customer satisfaction in mind, we are offering a very cost effective repair for your product including Rs. 5000 service charges.

Thus, to conclude, we would not be able to cater to your request for discounted / free of cost repair.

Nevertheless, we would like to take this opportunity to thank you for your feedback and to give us any other opportunity to serve you. Please confirm your decision so that the necessary repair work can be carried out in your product.

Warm Regard's,

Pramod Kumar Singh

Senior Executive - Customer Experience

Samsung India Electronics Pvt. Ltd.