Dear Samsung,
This is Prasanna Venkatesh. Sorry for this big story, I appreciate you for the precious time taken to read this.
We purchased a Washing machine 3 years back, and the Model NO. WA80 HAG and Serial# WO425ZCYC0140P, and the respective BP No[protected]. My father Mr.Lakshmanan have filed a complaint on 3-August-2009, for servicing the washing machine which wasn't working for a week. The customer care engineer reached our premises within 2 days of the complaint registration. He found the PCB and the wires running to the PCB are damaged because of rats (I wonder how samsung designed a washing machine without rat protection for selling it in India)
So far there is no resolution for the call. My father tried following up with the customer for a month, and every time the support person from your Trichy, TamilNadu office promises a call back and that never happened. So he finally gave up and asked me to do followup. I have been calling the customer care and from last Friday, 11th of September and again expecting the call back from Trichy office. But nothing seems to be working.
On Monday, 14th of September, I finally decided to escalate the call to the next level. The customer care executive transferred the call to Mr.Suresh the supervisor and he managed to contact the manager of the trichy office. I had a discussion with the manager and he finally gave me a option that they will replace the washing machine and I have to pay the balance amount after depreciation calculation for the 3 year old junk(washing machine), we were asked to produce the photocopy of the bill to the trichy office, and he will contact us by Tuesday afternoon, 15th of September. I live in Pune, Maharastra and father lives in a small town called viralimalai, I gave the contact numbers of mine and my dad.
We took the photocopy of the bill and we did produce the same in the trichy office on 15th september around 9.30 am. I was waiting till today morning for the call back from your Respected manager of trichy office, but that didn't happen. So again I called the customer care on 16th morning 9.15 and spoke to another Supervisor, and she informed us that the trichy office manager will call us back within 2 hours from now. There were no information from them.
When I came back home around 6.30 pm on 16th september, I phoned the customer care and able to trace Mr. Satish, the supervisor who helped me earlier to contact the trichy office. He again traced the Manager of trichy office, and the Manager have informed that the customer didn't agree for replacement! Why the hell he asked us to provide the photocopy in his office?
While Mr.Satish was informing this to me, suddenly the call got disconnected (Not sure whether it happened accidentally or intentionally) I again called the customer care to connect the call to Mr.Satish and they weren't able to connect it, and they added a note to Mr.Satish for call back before 8pm, 16th of September and that too didn't happen.
Please let me know what we should do with the junk?
Unfortunately I have brought a Samsung washing machine for my house in Pune (WA82 TAL) during December 2008, and my father recently purchased another samsung refrigerator 10 days back :(
Would Mr.Satish call me back?
Would Samsung help me solve this issue?
Who will be responsible for lack of service?
Will Samsung Top management look in to this story?
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