Samsung — No support received for New Refrigerator (RT37T4533S8) replacement request - Order #[protected]

Ravi_Gupta2020

Address:

Bangalore

I placed an order for Samsung refrigerator (RT37T4533S8 Top Mount Freezer with Twin Cooling Plus 345L) on 21st Oct, 2020 (order #[protected]). I received the order on 31st Oct, 2020. On 1st Nov, 2020 Samsung installation engineer came and unpacked the refrigerator and noticed 2 dents on the right side of refrigerator. He took photos also and asked me to contact Samsung customer care and raise a request for replacement. I called the same day and raised a complaint (Request No: 1793676) and send 15 different photos as requested by helpdesk agent. I have not heard back from Samsung till now on replacement. On 4th Nov, someone called me and asked to contact Savex for help. So I called Savex but they denied help. They asked to call Samsung only stating until they approve the request we can't replace. Again I called Samsung but the helpdesk agent asked me to wait for 24-48hrs and concerned team will get back. When I asked to connect to supervisor or any higher authority, he disconnected my call. SInce then I have called customer care, emailed them, sent escalation email to service head and CEO but of no use. This is worst customer service by Samsung. I use lot of Samsung products and was going to book Samsung UHD TV but now I am very skeptical about buying any Samsung products if this is the kind of support received. Please look into this urgently.

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

Verified Support

Nov 10, 2020

Samsung India Customer Care's response Dear Customer,

Greetings from Samsung.

With the reference of your feedback regarding Samsung product, we request you to kindly share the mobile number and email address along with the reference ID given by customer care.

Thanking and assuring you our best services always.

Thanks & Regards,
Customer Experience Team
Samsung India Electronics Pvt Ltd

Nov 16, 2020

Updated by Ravi_Gupta2020 Have not received the replacement refrigerator yet. Its 16 days now. Its utter pathetic support by samsung with no concern for customer.

Nov 19, 2020

Updated by Ravi_Gupta2020 No one has contacted me in last 10 days and I'm yet to receive the replacement refrigerator. Its 19 days now. If you cannot replace it then please take back your refrigerator and issue me a full refund.
My email ID: [protected]@rediff.com
Samsung Complaint Number: 1793676

Nov 22, 2020

Updated by Ravi_Gupta2020 Its 22 days now and my issue is still not resolved. I got a call 3 days back stating my refrigerator cannot be replaced as per Samsung Policy. I was shocked to hear that. I have spoken to numerous people from Samsung in the last 3 weeks and not a single person told me that. I have been only told that your case is under investigation and concerned team will get back. Once investigation is over only then it can be replaced. I had escalated to Service Head India <servicehead.[protected]@samsung.com> and written email to CEO and got replies stating that issue is escalated and it will be fixed. Not a single time anyone told me that refrigerator cannot be replaced. After wasting so much time and effort in escalating and following up for 3 weeks, I now get to know that all was in vain. And the worst part is they offering me Rs.1000 as compensation to keep the damaged product. Can you imagine that? I was furious to hear that. Do Samsung think I'm a beggar? I spent almost 20-22k already eating outside for past 3 weeks because there was no refrigerator so cannot keep any vegetables or fruit. All the leftover food had to be thrown out as I couldn't store. Leave apart all the mental torture I had to go through following up and speaking to people who were least bothered to help and just kept disconnecting the calls. Samsung such a big company and for them to treat their regular and corporate customers like this is a "SHAME".

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Comments

Ravi_Gupta2020

Can't post mobile number and email address here due to privacy issue. Please find below some of the reference ticket raised among the many raised by me.

1793676
1795827
1798871
1793676