[Resolved]  Samsung — Samsung LCD TV part change and incomplete information provided by Service engineer

Address:

Gurgaon, Haryana

Dear Sir,

Jsut a brief of the issue:

I own a Samsung LCD TV which I have purchased in September 2008 of 16500 Rs. Recently in November 2013 I faced an issue of video in my TV means no video was displayed. So I logged a complaint ([protected]) on Samsung Customer Support, Service engineer visited to see the TV and he suggested that it's power supply part need to be changed I agreed and pay him a sum of 2700 Rs which is the part cost plus visiting fees. I have also requested the service engineer to take the TV under observation and he dienied saying of clauses so I paid him the said amount

With in a day TV have got the same problem, I again called customer support and another service engineer visited to and he suggested that now some other part (LCD panel) is also defected now if I need to fix the original issue I need to change the LCD panel which cost me arond 8000 Rs.

As you can see that in the first visit Samsung Service engineer not provided the adeqaute information about the fault and even refuse to take the TV in observation before payment.

Now I was constantly chasing this with Samsung customer support and with their Service Center but they gave the answers in round and round. Even their Service center offered me reduce the cost of LCD panel despite of refund

Today[protected] Mr Amit from samsung called on my mobile and gave the same company process reasoning and said that refund will be not possible


The details of one my email response from customer support is as below. I have sent them several email to customer support but they have till now replied only one

Could you please help me out in getting my money refunded from Samsung,

Thanks
Sumit Gupta
[protected][protected]-
Your question
Hi Customer Support,

I have been constantly chasing my complaint # [protected] regarding my LCD TV. Due to misguidance of your service support engineer I have paid a sum of Rs 2700. And it was agreed in my last conversation with Customer Support that My money will be refunded and a process will be initiated with in your company. And it was agreed in our last conversation with customer support that Mr Rakesh from your Gurgaon service center will constantly update on the status of My Refund process. I have sent the below mail to Mr Rakesh and also talked to him over phone and he assured me on phone that he will definitely revert on my mail. But he did not reply to my mail.

Below is the mail attached that I have sent to him (puniya.[protected]@partner.samsung.com) on 5th Dec 2013.

Please look into this matter as a matter o[censored]rgency as I am not having proper response from your team


Rakesh,

As you are aware of the issue regarding the complaint # [protected] regarding my samsung LCD TV (serial No: 07863ZCQ700738A). Because of your service engineer misguidance I have paid the sum of Rs 2700 and now I want my money refund.

We already had long discussions over phone about it several times. Last on Monday 2nd December 2013 where samsunsg customer care executive take you, me and Mr Sushil in conference and it was agreed that you will progress my issue for refund. And it will take around 4 to 5 days. And it was also agreed that you will provide me the feedback about the progress

Could you please let me know the updated status

Thanks,
Sumit Gupta


Counselor answer
Dear Mr. Gupta,

Greetings of the Day!!

Thank you for contacting Samsung.

This is with reference to your email to Samsung regarding LCD TV LA22A450C1 “Wrong part change refund issue”. As per the conference done between you and Mr. Rakesh ([protected]), service center is forwarding the concern to their seniors. Mr. Rakesh has informed that he will update you for the concern within a week after getting information from the seniors. For future assistance, you may also contact Samsung Customer Care Center on[protected] or[protected].


It is our pleasure to assist you. Your patience will be highly appreciated.



Your reference number is: [protected]



Regards,
Nitin
Technical Support Team
Samsung India Electronics Pvt. Ltd.