[Resolved]  Samsung — Washing Machines: Pathetic Service

Hi,
I have a serious service related issue about your service on washing machines. I have purchased a front load washing machine (Model #: WF8550NHW) in the month of August or September. By Jan 1, 2010 we had shifted to our new apartment in the same building but a different floor. Following are the sequence of events that had happened till today.

1. We had raised a request with Samsung Service Centre to help us shift the washing machine on Dec 30, 2009. The service call was registered.
2. The service agent calls me and mentions that since the shifting is intra-city, I am responsibile for shifting the machine.
3. I took that word and shifted the machine on Jan 2, 2010. After shifting I tried connecting the water inlet pipe but water was leaking from the connector. I had removed the connection at that time itself. Post which I had updated the request with this information on Jan 2, 2010.
4. On Jan 5, 2010 I had called the service agent directly and they say they are going to come by end of day on Jan 5, 2010, which hasnt happened.
5. Today I called twice. In the evening when I tried reaching the call cantre agent's supervisor, the response I get is, they are unable to connect to the supervisor, which I strongly doubt as any call centre works with team manager around when the team is working.

Till today, Jan 6, 2010 the service agent hasn't turned up and what I hear from the service centre is that someone will call you ASAP. I have been calling the service centre toll-free number everyday and today I had called twice (which makes 5 times).

I am thoroughly disappointed with the service, which I had not expected from a company like Samsung who boast of best-in-class service.

Today, Jan 7 2010, the supervisor says they are sorry for the delay and they will try to address the issue immediately. Also, the typical Service Level Agreement is 24 hrs which is due by 4 days.

Regards
Sandhya