Samsung Service Center — Unprofession service by ludhiana, punjab-India Samsung service center

Address:

Ludhiana, Punjab

Dear Concern, This is reg. my ongoing complaint of 1.5 ton split AC AS185WBDNSTL, bearing serial # E057PP1B100226B for so long & the resolution received by Mr. Pramod Kumar Singh, Senior Exe. Customer experience. In Oct.-14, its compressor stopped working & the complaint was registered with Samsung. After inspecting the ac your engineer told that its gas has been leaked & the cooling coil / gas was replaced / refilled subsequently. The new problem of water leakage from the air vent of the AC started immediately after this & was reported to your help desk many times but even after 9 months, is still pending. Your service men or engineer visited to attend the complaint & said that it needs chemical service, then only water leakage would stop. Though the AC was serviced 1-2 months back only. Its filter is cleaned on regular basis.. Again service request was lodged with your help desk & again different person visited to service the same. When I asked him that I’ve been told to get it chemically serviced, he was surprised to hear that. He told me that there is no clogging in the AC, there was minor fault which has been rectified & may be the other person could not find the fault & just to complete the complaint, advised for chemical service. Anyhow, the AC was again serviced but the water leakage is still there. Winter season was about to fall & the AC was used hardly for 10-15 days. In march-15, we had to fix wallpaper in our room. So I again called your helpdesk for its service & rectify its water leakage. The same was done & assured by your engineer. On 5th April-15 when I switched on the AC, again its compressor was not working. The same was reported & this time your service person Mr. Sameer visited to attend the complaint. I particularly asked him to check the leakage thoroughly as the gas should not be leaked frequently. He inspected the same & conveyed me over phone that some screw was not tighten properly on the back of the AC. When I enquired how can it be possible! He told me that it may be left loose by the service guy who had serviced it last month. This time, he fully guaranteed for the repair, also gave me his contact number & asked me to call him directly for any issue in future, so that the complaint should be handled by same person only. After 2 months o[censored]sage, though I sometimes felt uneven cooling, lots of water leakage, reported the same to your helpline also but of no use. On 13th July-15, the compressor again stopped working. I called up Mr. Sameer & told him that its seems that the gas has again been leaked. He, very annoyingly answered back as how can I be sure that its gas has been leaked, there could be lots of other reasons for its non working etc. I was very surprised to hear his rough tone & language. I reminded him of asking me to call him in any case of further complaint. He promised to visit but never kept it. Instead, other person Mr, Gurvinder visited to attend the complaint & this time I was also physically present. He inspected the same & reported that this time, due to leakage of gas, its condensor has also been damaged. As few oil spots have appeared on it. He also apprised about the process of checking the leakage thru some pressure technique & equipment etc. When I narrated him about the repeated leakage & why the same procedure was not followed in the first time itself or the second time, he was surprised & clue less that the leakage was not checked professionally. Anyhow, as may be of routine practice of Samsung service engineers, he also guaranteed me that after the necessary replacement & repair, the problem would not be faced again. When I told him ok! I will get the compressor replaced but are you authorized to guarantee on behalf Samsung company, what after same problem arises after 3 ½ months! He had no answer. He told me that he would brief the same to his service manager Mr. Sanjay & asked me to call him after some time for further process. I called your service manager many times but his number was busy or he never picked up the phone. Only one time (5:30 pm) his mobile was picked up by his colleague & I was told that Mr. Sanjay is taking a nap & you better call him some other time or day. What an attitude. I never called him again. I called up many times to your helpline number & each time I had to narrate the whole story to the new help desk person. When I asked to speak to some senior person, my call was transferred to Mr. Nishhan & again he promised to get the resolution in two days. Mr. Pramod, senior exe. Customer experience called me & again I had to narrate him the whole episode. He again promised to get the resolution ASAP & even called me next day that he had appointed their most senior engineer Mr. Inderjeet to inspect the problem thoroughly but nobody visited to attend the same. After 6 days, again after my repeated follow-up with your helpdesk, Mr. Pramod called me on 25th July-15. He conveyed me that he has discussed the issue reg. my complaint with the experts & engineer over tele-con & the resolution is, I have to pay the charges as the product is out of warranty. As simple as that. As Mr. Pramod is a commercial person, his concern is only with money matters, to how to make customers pay even due to no fault of their. Technically he seems to be novice. When he called me about the resolution, he just kept on repeating just one line that your product is out of warranty, out of warranty, out of warranty, etc. I understand, the typical Indian mentality is how to save money. Customer’s satisfaction or resolution is not at all important. I have always been a Samsung products fan. I already have 2 split (1 running perfectly since 8 years), 1 window AC, refrigerator, etc. of Samsung running at my place & have always get the service done thru authorized service center only. And have always paid the due charges. It is not mere about the charges, the resolution which I want is as under: 1. Why my water leakage problem is not being resolved since Oct-14. 2. Why the gas leaked again in April-15. (it was filled in Oct-14 but AC ran just for few days due to winter season falling in.) 3. Why the gas leaked again in July-15. 4. Why should I pay for the charges again, this time for the condenser too. Which has been damaged due to regular gas leakage & repeated negligence of repair by your engineers. 5. What guarantee is that the same problem would not arise again. As conveyed by Mr. Pramod, it seems that my product is out of warranty & I have to pay the following extra price to run Samsung AC per year: 1. Gas filling cost for 2 times @ Rs.4000.00 per season 2. Gas filling & replacement of compressor @ Rs.8400.00 per season Total cost of running the AC per year / season @ Rs.12, 400.00 Now, could you please explain: why should I pay for the gas leakage 3rd time in 9 months! It’s not a tap which is left open by me deliberately. Your so called unqualified engineers, instead of identifying & rectifying the fault, they are busy in playing blame games. Always blaming the previous engineer for the current fault. Taking customer for a ride & making him pay for their fault again & again. Dear Samsung, I do understand that it happens only in India. Where customer is made a scape goat. Your service center in Ludhiana, Punjab – India is providing such a lousy & unprofessional service. The so called engineers are young guys who don’t seems to be technically qualified. For putting up a new AC its fine but in case of some problem, they are completely novice. But ultimately, they are representing the Samsung company & its your company’s name which is at stake. Awaiting your feedback. Sincerely, Vivek Mahajan +91 [protected] From: Pramod Kumar Singh [mailto:pramod.[protected]@partner.samsung.com] Sent: 28 July 2015 13:21 To: [protected]@shreeramvanijya.com Subject: Mr. Mahajan_ Regarding Samsung Product Complaint Dear Mr. Mahajan, Greetings! This is Pramod Kumar Singh from customer experience. This is in regards to the complaint of your Samsung AC AS185WBDNSTL, bearing serial # E057PP1B100226B. It is our best endeavor to provide you with impeccable product experience at Samsung. Our products pass through rigorous quality checks which are globally recognized; therefore, Samsung products stand out as best in terms of quality and service of the products. Having said that, we always believe that our customers are the best judge and may help with improving our products. Therefore, we take every feedback with an assurance of improvement with every passing day. The feedback shared by you regarding the product quality is appreciated. After an extensive research by our certified technical support engineer, we found that the product has developed a fault during its normal usage. We understand that you expect a costless or discounted service for the product. We would like to inform you that the date of purchase of your product was 23.03.2011 and as such, the same product is out of warranty now. The unit needs to be repaired to rectify the defect reported by yourself. Keeping customer satisfaction in mind, we are offering a very cost effective repair for your product. The total repair cost for your product is Rs. 8370.49. Thus, to conclude, we would not be able to cater to your request for discounted / free of cost repair. Nevertheless, we would like to take this opportunity to thank you for your feedback and to give us any other opportunity to serve you. Please confirm your decision so that the necessary repair work can be carried out in your product. Warm Regard's, Pramod Kumar Singh Senior Executive - Customer Experience Samsung India Electronics Pvt. Ltd.