[Resolved]  Samsung India — PATHETIC AFTER SALES SERVICE and POOR CUSTOMER CARE RESPONSE

Address:

Chennai, Tamil Nadu

I had bought a SAMSUNG LED TV model # UA32EH5000RLXL--Serial# MQE13PBCA00632R on[protected] from an authorised dealer S.C.Shah&Co located at No 146/328, Royapettah High Road, Mylapore, Chennai-600 004.( Tel #[protected]/92). The product is STILL under WARRANTY. Around 20.00 hrs on[protected], my TV started malfunctioning. I was getting display of the channel # and programme time and title in the bottom quarter of the screen and the programme itself was not coming up with the upper three-quarters of the screen remaining blank.That was also disappearing after 15 seconds. I called up the SAMSUNG call center[protected] at around 7.00 hrs on[protected] and placed a request for service. I was given a complaint # [protected] and told that a service person will call me up BEFORE 8.30 p.m. and do the needful. I took the opportunity to tell them my previous experience with them that on an earlier occasion about two months back it TOOK FOUR DAYS FOR A service person to visit me though THERE WERE NO INTERVENING HOLIDAYS. As expected nobody called me up till 19 hrs.WORST WAS TO FOLLOW. I rang up the call centre several times to get connected to persons with names Ms Monica, Ms Pratiksha( may be Ms Preetika or Ms Pratyusha) etc. Each one was repeating like a parrot my name, address, telephone # etc and promising that they will conference me with the service center but failed to do so. They also promised that a supervisor will call me up WITHIN half an hour. That never happened. Ms Monica did not also know that the service centre winds up at 19 hrs!!! This morning at 6.15 hrs[protected] I rang up the call centre and repeated my tale of woe to Ms Neetu. She said that the service centre will open ONLY at 10.30 hrs and she will call me up AFTER 11 hrs and tell me( WHAT?). It was an open ended time frame. I told her that I have to leave my residence at 12 hrs to catch up with an appointment in a hospital. She could not tell me clearly if she could arrange or otherwise a visit by a service personnel before noon. The authorised dealers do not bother. I asked a person Arvind[protected] referred by the authorised dealer. He also drew a blank. He had to be at the mercy of the SERVICE DEPARTMENT which I am also dependent on. God save the customers from this PATHETIC APATHY of SAMSUNG ELECTRONICS( INDIA ). When will they UNDERSTAND that the CUSTOMER in the final day will have the LAST LAUGH? I can be reached at[protected] and/0r[protected] and also on [protected]@hotmail.com. Thanks. V.KUMARAN