Samsung — Complaint on Samsung Authorised Service Center

To
Regional Manager
Samsung India

Dear Sir/Madam

I have bought a Samsung CRT TV on 26.11.2007 with model number CS29Z50MVTLXTL and serial number 08843PAPA00316R from the dealer Shah Electronics, Chandanagar, Hyderabad.

The product had a switching on problem for which we contacted the Samsung Authorised Service Center - "Prem Electronics" at Kukatpally, Hyderabad. They took the television set on 31.10.08 and returned on 8.11.2008

After we checked it for a while, the picture tube has diffused and gone completely blank. I am sure that they have tampered with the product and might not have installed a genuine new picture tube (as claimed by them). Also, the earlier problem of "switching on" was not rectified and moreover the 'easy view' option was not working (this particular set comes with that option).

The service center owner claims that they have installed a new picture tube (without informing us about it). When I have asked for an explanation the service center owner was so arrogant that he said "you go and complain wherever you like to" and refused me to show the proof that they installed a new picture tube. With such characters in the Samsung team, I am sure that the reputation of the company is in jeopardy and you are set to lose valuable customers. I am really depressed with such an attitude of the service center personnel.

Ultimately what I want from you is to take stern action on the said service center owner Sridhar and the technician Rajnikar Reddy and show us the proof that the picture tube installed is indeed a brand new one and also a confirmation that the set's circuit has not been tampered with.

I am actually satisfied with the original product itself, but after the repair has been done by Prem electronics, I seriously doubt if genuine Samsung parts were installed in it, reason being the screen went blank after a couple of hours. If you could help me in confirming if the replaced parts are original, I would keep the set with me. Otherwise, I would like to return the set and request you to refund me the entire money.

Below is the address of the service center:

PREM Electronics
S-1, Silver Oak Apartments
Shubodaya Colony, Patel Gupta Park Road, Beside Hanuman Temple
Kukatpally, Hyderabad. Phone:[protected]/02

Below is my second complaint:

Dear Sir/Madam

This is my second complaint on the dealer Prem Electronics at Kukatpally, Hyderabad - after the service center personnel attended the TV for the third time and repaired, the picture tube went blank again in an hour and now we seriously doubt if the personnel are competent enough to repair something, they do not even understand what the problem is !! After this incident, we have decided to return the set and request you for a complete refund of the amount.

The TV set has been taken to the headoffice last week (13th November 2008) and the technicians have performed the repair of the TV set and say that the set is fine and there is no problem as such. Even after the repair has been done, we do not have any confidence on the service center owners claim about the new picture tube set, I either need the proof that the part installed was a new one or I wish to return the set and request for a complete refund. An employee from Samsung (T. Mahender Reddy) taking the side of the Prem Electronics has bluntly refused to show the proof. He also promised to give an extended warranty of another three months (from the date of expiry of the original warranty) and also stated that he would replace the set in case any problems with the set repaired crop up again within those 3 months period of extended warranty. But, as a consumer I have the right of information on the TV set purchased by us. He (Mahender Reddy. T) is plainly denying to show us the proof that the installed picture tube was indeed a new one and a genuine Samsung part ordered from Samsung India. After this experience, I would never want to buy any product from Samsung!!

Regards
Srikanth.