Samsung Service Center — Compaint not yet attended after 18 days

Address:

Gurgaon, Haryana

Customer Ref : [protected] Complaint Ref 1 : [protected] dt. 11th septemeber 2015 Complaint Ref 2 : [protected] dt. 22nd september 20015 I have a Samsung Microven ( Model No. CQ138S, bought sometime in 2010), which has developed problem in its microwave unit as well as some lighting issue. In this regard a complaint was logged on 11th septemeber with samsung customer care with the above reference no. The call was attended almost after a week. The service engineer could not attend stating this is a higher model, and i am not expert on this. after couple of days oanother service engineer from the same service station, came, he also said the same thing and left. No communication from the service center side after that. on 23rd septemeber, I logged the 1st email complaint & got a call on 24th from the samsung email support team. after explaining the case, I was assured that an engineer from samsung will attend the call this time as the service station is not equiped to attend this. However since then neither anyone contacted me nor anyone came to my place to attend the problem. But the biggest surprise I got, when today ( 29th septemeber 2015) I contacted the samsung customer care over the toll free no to know the status of my call, I was told that the 1st call has been closed by the service centre, and the reason mentioned there is "The Microwave is more than 8 year old" which is absolutely false. Though I do not remember the exact date of purchase, but I remeber the year of purchase, and its some time in 2010. And the reason cited by the two different engineers visited my house, is they are not technically qualified to handle this microwave model. And the reason mentioned in the system, as per the call center executive against the 2nd call ( dont know who has logged it, as this is not done by me, and I got the reference from the call center executive only) is the electrical point was having problem and the same has been rectified. What a joke.This call has been registrered on 22nd and since then no one from samsung has visited my home. However a false reason has been entered in the system. Is this the way samsung work? My quistions to Samsung here : why it is taking so long for a company like samsung to resolve an issue of its own product. why samsung doesnot have a quality service partner with qualified technical people to handle its products ? why samsung dos not monitor the call log to know the issues that have not been resolved for so long & the reason. why there is no followup from samsung with its customer? Till now, the issue has not been resolved by samsung. I have written them my 2nd email this evening, anticipating they will make some effort to resolve the issue.