[Resolved]  Samsung 21 — TV not working and customer support is not satisfactory.

I regret to inform you that I purchased a Samsung Colour Television (Model No. CS21A730ELBXXL, S. No. 07813ZAQ705114) from NEXT Retail Shop, Vikas Puri, New Delhi on 21 December 2009. On 31 July 2009, the sound system of the TV stopped functioning. I immediately launched a complaint with the customer care on 31 July 2009 and was issued a complaint number [protected].

I was informed that someone will visit my residence shortly. One of your engineer visited my house on 01 August and inspected the TV. He informed that the sound kit (PCB) installed in the TV is burnt and have to be replaced. He also informed that this is a technology fault and will be replaced free of cost. He confirmed that he will put this on the log on Monday and the kit will be replaced within 04 working days.

Since then, there is no feedback or call back from your side. I am constantly following-up my complaint with your customer service helpdesk as per the following detail:

1. 31 July – first call to lodge the complaint.
2. 08 August – After waiting for 07 days and no action from your side, I called your helpdesk and was informed that I will get a call back from the service centre. But there was no call back from your side.
3. 11 August (afternoon) – Again I called and tried to talk to the supervisor but was kept on hold for 10 minutes and then informed that supervisor is busy and will call back on my number within today.
4. 11 August (evening) – After waiting for almost 6 hours, I called again and was again informed that the supervisor is busy and they will arrange a call back for me. But no luck.
5. 12 August – Again the same story.
6. 13 August – Again the same story.
7. 17 August – I launched a complaint at NEXT Retail Showroom that I don’t want the TV. The TV should be removed from my house and the amount to be refunded. They informed me to wait and launched a complaint at the SAMSUNG service center.
8. 18 August - I called back the helpdesk and checked about the status and was finally informed that the PCB kit (Faulty kit) is out of stock and they are waiting for the same. I took the number of the service centre manager and called him. He assured me that the TV should be repaired within today.
9. 24 August - I called back and was against promised to receive a call back but no response.
10. 25 August - I again called back but same story.
11. 26 August - I spoke to the supervisor of the service centre and was informed that the TV cannot be replaced.

After waiting for almost four weeks and making elevan calls, the problem in the tv still persist. This kind of service is not expected from a BRAND NAME SAMSUNG.

This kind of response is not acceptable. I, as a dissatisfied customer, request the consumer court to listen to my plea and instruct the company to take action on this complaint.

A response from your side on the above is awaited.