[Resolved]  Samsung — Poor after-sales-service

Address:

Bangalore, Karnataka

I have filed a complaint #[protected] on Sunday, 6th February, 2011 at 13:55 hrs regarding my Samsung Microwave oven. Till now, (Wednesday, 9th February, 16:30 hrs) nobody has contacted me. I have called up the Samsung support call centre three times today (9th Feb) and every time there has been a different version given by the customer representatives.

9th Feb, 12:59 PM - Gopi - Said the call has been assigned today only and someone will definitely contact you soon. When I asked for the contact number of the service center, he has given me numbers[protected] to[protected] which do not work.

9th Feb, 13:30 PM - Prashanth - Said that the call has been assigned to S V Care. Somebody shall be contacting me soon. He gave me the numbers of S. V. Care[protected], [protected]) and contact person Mr. Srinivas. At the same time, he told me that he is escalating my case and there will be an early resolution by today.

I called up SV Care and talked to Mr. Srinivas and to my utter surprise, found that they undertake only demo calls and do not do attend any service/repair calls. So, I called back again the support call center.

9th Feb, 13:55 PM - Prashanth - Fortunately, I got the same person again. I told him that SV Care does not do service calls. He said, okay I'll change it to Samsung India Electronics India Ltd. situated at BTM Layout. This was the service center first referred to by Gopi. He told that the numbers are same (6659-5***). When I told him that the numbers do not exist, he assured me that there is no need to call the numbers because someone will definitely call me today only and my problem will be taken care of.

Till now, no one has contacted me and I havea gut feeling that there is some problem at their service center end which they want to hide.

To add salt to the wound, another pain is to get connected to the call center numbers. Even if you are lucky to get through, it is even more frustrating to wait for at least 15 minutes to reach the customer support representatives. I am sure this is a ploy to frustrate the customer so that he hangs up.

I would like to put a strong note against Samsung customer support and service here. I have a Samsung TV, fridge and microwave oven at home. I am even more worried now thinking about the difficulty I have to face when one of those goes bad. I hope Samsung top management is aware of and understands the negative impact this poor after-sales-service is going to make on their business. Whatever happens, I am not going to purchase another Samsung product ever and strongly discourage all I know from buying Samsung products.

I have mailed all these details to support.[protected]@samsung.com but with the kind of complains against Samsung service that I see on the internet, I really have a very little hope that this will make any difference. I hope all the top bosses of these so called big companies pay attention to these numerous complaints registered over the internet.