[Resolved]  Samsung — Samsung 55 QLED Q80R Under warranty Television is with Samsung service centre and they are not able to diagnose the prob. I feel helpless and angry.

I purchased a Samsung 55’’ QLED Q80R Television on 31st May 2020 from Bajaj Electronics, Miyapur, Hyderabad, Telangana.

On Jan 1st 2021 I had logged a complaint with Samsung Customer Care stating the Television is not switching on.
Service Order Number: [protected]
The television is under warranty.

On Jan 2nd a service engineer with the name: Mr. Chandrakant visited my home, inspected the television and stated that its a motherboard issue and we will order the part and come back to your home and replace it.

On Jan 4th a service engineer with name: Mr. Naveen visited my house and replaced the motherboard inside the one connect box connected with the television and also the optical cable connecting the one connect box and the television, but the television did not work. He mentioned that now we need to replace the motherboard inside the television, we have ordered it and it will come within few days.

On Thursday Jan 7th, afternoon, service engineer Mr. Chandrakant visited my home again and opened the television and replaced the motherboard, opened the once connect box and replaced the motherboard there also again but the television did not switch on and then he made the few checks and mentioned that now we need to take the television to the service centre.

On Thursday Jan 7th Mr. Chadrakant with the driver again the visited my home in the evening around 6:00 PM and took my television to the below service centre:

RLogic Technology Services (India) Pvt Ltd.
Authorised Samsung Customer Service Plaza
Plot No. 6-3-347/17, Dr. Raaamu Towers, Near Saibaba Temple, Dwarkapuri Colonym
Panjagutta, Hyderabad
Phone: [protected]

Till Jan 9th I had no confirmation about to Television and I called the Samsung Customer Care on Jan 9th and spoke first with one of the frontline executive explaining the problem and the whole history and after several requests and repeatedly being told that the senior escalation team is busy we will call you back (which never happens) got my call transferred to the senior escalation team and spoke with Mr. Tajmool. (Reference Number: [protected]). I explained the whole story again to Mr. Tajmool and he spoke to the service centre while keeping me on hold on the call and after speaking with them he told me that the service centre is awaiting a part (motherboard) which is the issue and will definitely fix the issue and deliver the television on Monday Jan 11th to your home. He also mentioned that he has spoken with the service centre and sent an email to the area manager as well escalating the request.

I called up with the service centre engineer Mr. Chandrakant on Jan 9th late evening who is handling my request to check if the part arrived and if the television got switched on, he responded stating that the part will either arrive in the evening or early morning tomorrow i.e. Jan 10th and he will call my on Jan 10th by 12 noon and confirm everything.

I never got any call on Jan 10th and called Mr. Chandrakant at around 12:30 PM and he did not respond and finally when he picked my call he stated that they are still awaiting the part. I was surprised and angry at this point in time and requested him to connect me to the service manager which he messaged me the number [protected].
I called the number and Mr. Satish Bandaru service manager of the service centre picked the call and upon enquiring as to what is the status he mentioned the below:

- They have replaced the part (motherboard) and the television did not switch on.
- He told me that now there is a power PCB which is the issue and they have ordered and it will take another 2 to 3 days.
- He told me that it is a new television and we are trying to fix (this is scary - is the service centre not equipped with proper training on this new product?)
- He told me let me call you back in 1 hour after checking if the part is available in Hyderabad which he never called back.

After having a discussion with Mr. Satish Bandaru, I called the Samsung Service Centre again (Reference Number: [protected]) and spoke with the frontline executive Mr. Atul and explained him the whole story again and requested him to connect me to the same senior escalation team executive whom I spoke with on Jan 9th but there was no help from Mr. Atul, he kept on giving me unprofessional responses i.e.:

- Service Centre is closed today which was a false statement because as I mentioned above that I had spoken with Mr. Satish Bandaru the service manager and Mr. Chandrakant just few mins before calling the Samsung Customer Care.
- He kept on saying that I don’t know who you spoke with yesterday as system is not showing me the detail and I kept mentioning that please check against the conversation reference number.
- I told Mr. Atul OK then connect me to someone else on the senior escalation team, and kept on dodging stating they are all busy and I mentioned that I am OK staying on hold.
- After a lot of discussion he mentioned that you spoke with Mr. Tajmool and he is unavailable.
- Then he kept on hold and finally connected me to Mr. Harish from the Senior escalation team.

Now speaking to Mr. Harish and explaining him the whole story, he mentioned the below things which were also very unprofessional:

- I asked him to talk to the service centre to ask them what is the diagnosis of the this issue, which part exactly is the problem and Mr. Harish mentioned that sir there is no point to talk to them and they will repair.
- I told him they are changing one part after the other of my 7 month old television and the television is still not working do they even know what the issue is? He responded Sir - I will drop an email to the area service manager.
- I asked him who should I go for the solution, I need solution from Samsung which he responded stating it is the service centre who needs to fix this and in an unprofessional way asked me “Do you know what is warranty?” And I told him explain it to me, which he responded stating that if something is not working it will be repaired and I asked Mr. Harish service centre has changed so many parts of television and it is not working, who are they answerable to? And when service centre says “It is a new Television, we are trying to fix” this is a scary statement, are they even equipped to fix the problem? Because till now I have received so many diagnoses from the service centre and none worked. To whom the service centre is answerable to?
- At last the after a lot of discussion, Mr. Harish stated that he will drop an email to the area service manager and once he gets the response he (Mr. Harish) will call me tomorrow on Jan 11th.

Its 10 days when I raised the request and my under warranty 7 months old Television has been very wrongly handled by the Samsung Service Centre changing x, y, z parts and still not able to diagnose the actual problem. Also, after making numerous calls and getting unprofessional answers both from the service centre and the customer care has wasted so much of my time and energy. I purchased this television by spending my hard earned 1.5 lac rupees and it broke within 7 months under warranty service has been really bad and unacceptable. I seek intervention and help in this matter.

Thanks!
Angad Singh
+91 - [protected]
Hyderabad, Telangana, India