Samsung — Lack of action from CEO's office

Address:

Mumbai City, Maharashtra

I wrote to Samsung CEO's office on 22nd May and was promised a resolution to my complaint within 24 hrs through an automatic response system. Even after well over 100 hrs, no one from the company has bothered to contact me nor has tried to resolve my problem. Lack of action after writing to CEO of Samsung India is disappointing reflect sheer lack of commitment to customers from the very top of the organisation. See below a self-explanatory e-mail exchange with the company. My e-mail to CEO : When I moved into my new residence in 2006, I bought all home appliances from Samsung, be it TV, fridge, home theatre, washing machine or air-conditioner, and all are functioning very well with minor servicing requirements. As a satisfied customer with the performance of my AC ( AWT18WBHDF ), in 2010, I went and purchased a second Samsung AC ( AW182ZAETL ). Although I wanted to buy the second AC of the same model as the previous one, but was told the company has introduced new upgraded model and has stopped manufacturing and selling old model. I thought if a well reputed company like Samsung has introduced a new product, it must be superior to the previous version, both in terms of feature and performance, so purchased the AWXXX AC In good faith. And similarly going by my experience with Samsung products, I recently also brought a 48” Smart LED TV. Although the AC purchased in 2006 is running smoothly till date, the one purchased in 2010, was not cooling recently. When I called a Samsung mechanic last Saturday, he physically inspected and said, I will have to get the Aluminium condenser replaced and it will cost over Rs 7000/-, almost 50 of a new AC price ! When I probed further, I was told there is no way to check what went wrong but he suspect since AC is not cooling, the gas must have leaked from the condenser and when I enquired whether he could find out from where it is leaking and repair it by welding, to my horror, I was told the company has fitted an aluminium condenser which cannot be repaired the way a copper condenser could be repaired by welding and I will have to simply discard the condenser ( even though the company mechanic does not know where it is leaking ! ). Firstly, it was not expected from a world renowned company like Samsung that they will use a material in its latest products which is inferior both in terms of performance and working life. As a retail customer, I go by the reputation of the brand and hope that the company will ensure they design and manufacture a product which not only offer superior performance than its competitor but will also bring in latest developments into its new products, be it superior material or technological features. It is disappointing to discover that Samsung on which I had such a deep confidence and faith, has under the garb of introducing a latest model, used a cheap and inferior material like aluminium as compared to copper which it was already using in its earlier models. A problem developing in a machine is normal and I accept that. But if the company does not have a mechanism to find out the fault or know the technique to repair it, it shows sheer lack of competence and if it is by design, then it shows the ulterior motive, so that the customer is compelled to buy a complete replacement of such a high value component. I hope I am wrong on both count. I trust you will intervene and look into the issue and help me get a better solution to my problem and not tell me to use a high value consumer durable product as a disposable item, use till it works and then throw out or pay a hefty price for buying it ! I look forward to hearing from you. Best Regards, Jitendra Jain Counselor answer Dear Mr. Jain, Thank you for giving us an opportunity to address your concerns. We acknowledge receipt of your below e-mail received at the CEO’s office. Your concerns have been highlighted to the respective unit for resolution. We shall reply with the status within 24 hours. We appreciate your cooperation and patience in the interim. Rest assured, we shall revert to you with resolution or approximate timeline of the resolution Assuring you of our best services. Warm Regards, CEO’s Office Samsung India Electronics