[Resolved]  Samsung — Complaint for poor product, Poor Service and Unjustifiable Charges for Under - Warranty replacements

Date: September 7, 2009


To,
The Head – Customer Service,
Samsung India electronic Pvt Ltd.
Customer Care Division,
6& 7th floor, Ifci Tower, 61, Nehru Palace,
New Delhi -110019


Sub:- Compliant for poor product, Poor Service and Unjustifiable Charges for Under - Warranty replacements

Dear Sir / Madam,

I had purchased a Samsung Frontload Machine on 18th August 2008 and I faced multiple problems. The brief description of problems is as under:

1. My Machine stopped working on 17th July 2009. I registered a complaint on 17th July 2009.
2. I registered a compliant on 17th July 2009 11:40 a.m. and received Compliant Number - BP No: [protected]
3. Made in about 25 calls between 17th July to 20th August to get my Machine issue resolved
4. I was given a replacement by company after 35 days with a inferior product (less features) and had to pay a difference of Rs. 7280 ( Unjustifiable)

I request to kindly look into the matter as I feel that company has taken wrong charges in name of difference amount from me. I hereby submit the entire case details and required documents attached herewith.

I hereby give 15days time to Samsung India Electronics Pvt Ltd to settle my grievance and refund me the excess money taken by the company; else I will file a compliant with the Consumer Court as I am protected under the Consumer Protection Act of 1986.

I will also like to inform that the consumer compliant will be at your cost and expenses and I will seek full compensation for the mental agony caused due to deficiency in product and services.

Yours Truly,


Vinay Shah
Contact No.:- [protected]

Please read the enclosures & detailed compliant. 
Detailed of compliant number BP No: [protected]

1. I had purchase a Samsung Front Load Fully Automatic Washing machine on 18th August 2008. Details of the same are as follows:

Product: Samsung Fully Automatic Front Load Washing Machine
Model No: WF7652SUV
Product No.: 00065PCQ500101R
Dealer Name: Sales India Private Limited
Invoive No: 27126
Cost: Rs. 22400
Major Features of Product: 6.5 Kg Capacity, Silver Nano Technology, Advanced Wash Options, etc

At the time of purchase the above model number was best model available with the company and I remember that I told the dealer to offer me the best product – irrespective of what ever it costs.

2. The above described product carries 2 years of manufacturers warranty
3. The machine stopped working on 17th July 2009. On turning on the power the display screen displayed ASKI characters instead of time.
4. I registered a compliant on the Toll free number of Samsung India Electronics Pvt Ltd on 17th July 2009 11.40 a.m.
5. The local service center technician visited my residence on 18th July 2009. He inspected the machine and gave the diagnosis that some parts in the machine are not working and he will have to replace it. He checked the availability of the parts and confirmed that some parts are not available at local service station and will have to wait till 27th July so that the parts arrive to them.

I agreed and requested him to make the parts available as soon as possible and fix the Washing Machine. As it was a heavy rainy season and My mother ( Age 61 ) had to manually wash clothes due to unavailability of this Washing Machine. My mother was already ill and it was very necessary for me to get this machine working at any cost.

6. As promised I waited for the local service center technician till 27th July. He didn’t turn up. Neither did he call me to inform the latest status of my machine.
7. I called up the national toll free number of Samsung on 28th July 9:30a.m.and tried to know the status of my service request. Somehow I was not able to speak to call center executive.
8. I again rang up on the same day ( 28th July) 9:31 a.m. and tried to know the status of my service request ( B.P. No. [protected]). The status informed to me was - parts unavailable. Problem to be resolved soon.
9. I again rang up on the same day ( 28th July) 10:00 a.m. and tried to know the exact date by when my machine will get ready. The status was parts unavailable. Problem to be resolved soon. We will forward your request to concern department.
10. I called the local service center and talked to Mr Chetan ( Service Center Manager – Ahmedabad). He informed me that he has already put the request for parts and receive them by shortly. He promised me to update me the latest status as soon as possible. Meanwhile he requested me cooperate with the situation.
11. Next day 29th July, I waited for Mr. Chetan call to get the latest update on my service request. Nobody called. I called him once again and asked the status. He informed that the parts will arrive by Monday ( 3rd August). He insisted to cooperate.
12. I was terrified because of false commitments by company executives made over phone every now and then. I called up the National Toll free number on 29th July 1:00 p.m. and tried to speak to a senior customer care manager as I felt that my case was lingering and I wanted to escalate the matter. They asked me to cooperate till the product part arrives,
13. I waited till Monday ( 3rd August). Neither did the technician visit my place to rectify the Washing machine, nor do any other customer service people call me to update on the status.
14. This was another instance when I saw failed promise from your company executives.
15. I call the national call center toll free number on 3rd August Afternoon 14:30p.m. I was informed that the part is still unavailable. They will forward the request to concerned department. I may talk to the local service center if required.
16. I called again to the toll free number on 3rd August 15.00 p.m. and tried to speak to some Higher authorities, but vain.
17. Once again I called toll free number on 4th August 9:15 p.m. got the email address of Samsung so that I can write to Samsung India Electronics Pvt Ltd.
18. I dropped a email complaint to support.[protected]@samsung.com on 4th August 9.38 a.m. ( Copy of email compliant attached herewith)
19. Tried to speak to Mr. Chetan on 4th August morning. The reception desk tele caller said that he is busy in morning brief. She will arrange a call back once it is done. Nobody called.
20. I received an email response from the company to my compliant. The email said some customer care officer will call. ( Copy of email attached.)
21. This time Mr. Chetan called me in reply to email. He informed me that he will escalate the matter and also try to get a replacement. He asked to wait.
22. I waited for a couple of days so that Mr. Chetan can arrange for a replacement. He informed me on phone that some from his office will visit my residence to collect a copy of Sales India Pvt Ltd invoice. He also informed that the entire process of replacement will take some more days.
23. I gave a copy to the service center executive. The service center executive said that replacement can take up till a month’s time. I got terrified as I was supposed to wait for another 1 month.
24. I called toll free number on 10th August 9.00 a.m. to find the address of the local servicer center.
25. I called once again to find the concerned persons name that looks after Gujarat Customer care (Senior to Mr. Chetan.). This was because technicians 1 week commitment failed, customer care representatives multiple commitment failed, Mr. Chetan’s part arrival commitment failed. I no more trusted any executive’s false commitments.
26. I some how managed to get Direct Mobile number of Mr Bhattacharya – Gujarat Branch Manager – Samsung India Electronics Pvt Ltd. I spoke to him and gave the complete details of my compliant. He understood the seriousness of the matter and demanded sometime to get back to me. He gave me a call back and said that replacement will be done in 3-4 more days. He said that I will have to pay some additional 1000 – 1500 Rupees. I agreed as I was in real hurry to get my Washing Machine and I had no option.

He said to go out in market and check available option as the same model was discontinued form production and was not in stock.
27. I went to the market and selected WF8652SEA which carried almost same features like - 6.5 kgs capacity, Ag+ Silver Wash technology, 1200 RPM etc.
28. I informed Mr. Chetan about the product I selected. He said that the model WF8652SEA is not there in stock and not even in transit. It might take another 1 month to get it available for me. He suggested me to choose between WF8652NFV OR WF8650NHW.
29. I once again went into the market and checked the features. Both the models were inferior to my current Washing machine.

Model no.WF8650NHW had at least 2 features less
– 1000 RPM compared to my 1200 RPM machine.
– Ag+ silver Wash was not available.

Model no. WF8652NFV had at least 1 feature less
– Ag+ silver Wash was not available.

I was in a real hurry and could not wait for 1 more month. My mother’s illness was growing up as she had to take excess strain by washing the clothes manually. I decided to compromise with the features in washing machine and get whatever is available.

30. I called Mr Chetan and informed him that I will like to go for WF8652NFV model washing machine in replacement. He said it is okay and he will check the availability and difference amount to be paid.
31. He called up and informed that the piece is available and I am supposed to pay additional 7280 Rs. This was a real mess as Mr. Bhattacharya had informed me to pay only 1000 to 1500 Rs. This time Mr. Bhattacharya’s commitment of Rs 1000 to 1500 failed.
32. I hanged up the phone and called Mr Bhattacharya on his mobile number. He said he will check the situation and revert.
33. He called me back and said that:
1. The prices have risen in 1 year. If I want WF8652NFV – I need to pay Rs.7280.
2. I can select any machine that I want which is at lower price (Might be a top loading or less capacity – 5.5 kgs front load machine.)
3. He offered me to wait for 10 more days so he can repair my existing machine.
4. He informed me that had it been the same model being available I had not to pay a single rupee.
34. He asked me inform me what option do I need to go about.
• My aged mother was ill. I waited for more than 1 month for my machine to be repaired. I was in no situation to wait for 10 more days.
• Why should I go for smaller capacity or top loading machine? I paid for the best priced machine available at the time I purchased.
Having no option I decided to pay more – pay Rs.7280 for a replacement washing machine which did not had Ag+ Silver Wash. I some how arranged for the difference amount and called Mr. Chetan to get me the replacement. I told him that the amount Rs.728i is too high and unjustified. I requested to him to look into the matter and get some approval for the remaining amount. He said that he will try. He then sent the new washing machine.
35. Now that I have received the machine from Samsung India Electronics Pvt Ltd and I also have paid extra 7280 Rs. I think that the whole time I have being fooled and cheated by the company Samsung India Electronics Pvt Ltd and its emplooyes.

I feel:
• I paid Rs. 22400 for buying a machine which stopped working only in 11 months.
• I followed up for not less that 25 times on phone and email for the repair.
• I bought an inferior product in replacement by paying another Rs.7280.
• I feel I am been cheated & fooled by Samsung India Electronics Pvt Ltd

All decisions I took for accepting the replacement with additional 7280 Rs. Were affected by following reasons:
• My machine was idle for 35 days
• I made more them 25 calls for follow up
• Technicians commitment of 7 days failed
• Customer care center did not give accurate information of time frame on parts arrival
• Mr. Chetans several commitments failed for time line.
• Mr. Bhattacharyas commitment of Rs 1000 to 1500 failed.
• My mother was ill and I desperately needed a Washing Machine
• I could not trust and wait for 10 more days ( As per Mr Bhattacharya) that the part will be imported from some other country.

I want my money back because I think that Rs7280 taken by Samsung under a warranty replacement is totally Unjustifiable. I request to kindly look into the matter as I feel that company has taken wrong charges in name of difference amount from me. I hereby submit the entire case details and required documents attached herewith.

I hereby give 15days time to Samsung India Electronics Pvt Ltd to settle my grievance and refund me the excess money taken by the company; else I will file a compliant with the Consumer Court as I am protected under the Consumer Protection Act of 1986.

I will also like to inform that the consumer compliant will be at your cost and expenses and I will seek full compensation for the mental agony caused due to deficiency in product and services.

Yours Truly,


Vinay Shah
Contact No.:- [protected]