Samsung — LCD Monitor problem : Extremely pathetic service by Samsung

Address:

Gurgaon, Haryana

I had bought a 19' LCD Samsung monitor (920 NW) in Oct 2007 and it recently started giving me trouble.
After 10 days of the complaint and numerous phone calls a person from Samsung came - that too with a FAULTY replacement part (and now calls it an "incorrect" replacement part).

Been following up for a replacement part - been more than 2 weeks.

Attaching copies of communication with Samsung - (If it was not my complaint , I'd find this funny) - especially not being told the name of the engineer from the service centre that would be visiting "for SECURITY REASONS" !!!!!!
============================================================================

Dear Sir,

With reference to my complaint No: [protected], (Web complaint Transaction no: [protected].), the problem has not been addressed.

I was told that an engineer would visit me today (Tuesday, 11th May 2010) - but nobody has come. I also tried contact the number (Mr Praveen, Phone No: +91-[protected]) that I had got - but nobody is picking up my call.

I called up the customer care number at[protected] and I spoke to a lady - Ms. Shivani. I had spoken to her last week as well and she again assured me that the engineer "will come tomorrow" (12th May 2010, Wednseday). I requested to speak to a supervisor and I was put on hold and told later that the supervisor "spoke with the centre" and an engineer would visit me tomorrow.

I asked for expected time of visit, address of the service centre was given to me and even the name of the engineer who would visit but I was told I cant be given that information "for security reasons"!!!
I called up the number of the dealer[protected] given by Ms.Shivani and it was incorrect. The dealer name I was told was FIEL Services, Gurgaon.

I again called up the helpline and I was give another number - saying that my complaint has been forwarded to CL Services, Gurgaon with the numbers[protected]/82). Nobody is picking up at these numbers either. I was told your systems do not store the address of the service centres.

I find the behavior and interaction with Samsung customer care extremely deplorable and least expected from a company of your repute.

May I request you to kindly address my complaint at the earliest without further harassment.

Thanking You
Yours faithfully

HIDDEN_NAME
HIDDEN_ADDRESS

[protected][protected][protected][protected]---
from SAMSUNG ERMS <[protected]@sec-erms.samsung.com>
to [protected]@gmail.com
date Sat, May 8, 2010 at 7:37 PM
subject RE]Complaint No: [protected] - Extremely disappointing service
mailed-by sec-erms.samsung.com
Dear HIDDEN NAME

Welcome to Samsung India Electronics Pvt. Ltd. We thank you for your
interest/valuable_feedback. Please find hereafter, our response. Your
Transaction no. is [protected]. Please quote this reference in all
subsequent communications.

[protected][protected][protected][protected]
We apologize for the inconvenience you are facing with your SAMSUNG
product.
We are forwarding your complaint to concerned department.
Soon you will be contacted by concerned authority.
Till then kindly be with us.
Thanks <(>&<)> assuring you the best services always.
With Regards
SAMSUNG

[protected][protected][protected][protected]

You are receiving this e-mail because you have previously made an
enquiry about Samsung India through our Web-sites.
Please do not reply to this mail as it is an automated email and cannot
be responded to.
If you wish to send feedback or queries to Samsung_Electronics, please
send a new e-mail orcontact us at: Samsung India Electronics Pvt. Ltd
Customer Contact Center Call Toll Free :[protected]From MTNL/BSNL)
Call Reliance No :[protected]please prefix std code)
Home Page : http://www.samsung.com/in
Best Regards,



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Complaint No: [protected] - Extremely disappointing service
Dear Sir,

I contacted Samsung customer care regarding a problem with my Samsung 19' wide screen LCD TFT monitor (Model No: 920 NW).

I lodged a complaint on 24th April 2010 and I was told a person from the service centre would contact me within 2 hours.
Mr Praveen (Phone No: +91-[protected]) from one of the Samsung centres contacted me and informed me that the replacement LCD screen for my monitor is out of stock and would be available within a week. After a week elapsed,I had to by repeatedly contact the service centre and I was informed that the part would be replaced by Tuesday(4th May 2010).

Mr. Praveen did not arrive and after following up with him again he came on Wed, 5th May 2010.
The replacement part that had been shipped in was also found to be faulty.
He took the faulty screen back and said he would arrive the next day before 1700 hrs. I called him in the evening, as he had not arrived as promised and he infrormed me that he would be there the next day, on Friday.(7th May 2010) with the replacement.

I called him in the morning on 7th May 2010 to confirm his visit and he said that he would visit me before the end of the day (7th May 2010) - He did not.
I contacted the call centre again (On[protected] and I spoke to a Supervisor (Ms. Manisha) at the 'technical department' who assured me that I would get a call back from Samsung confirming the delivery date of the part and my complain would be resolved 'within 24 hours'. I also gave the contact details of Mr. Praveen.
I did not receive any call either from Samsung customer care or the service centre.

Today, in the morning I called up the call centre again and asked regarding my complaint and I was told I will get a call back within 'two hours' - I have not not got a call.
I had also requested to speak to a supervisor and I was told that the 'call is not getting transferred'.

I called up the dealer/service centre (Mr. praveen), again who picked up my call after I tried numerous times and informed me that the 'part has been ordered' and will be delivered to him by 'Tuesday' (which is 11th May 2010)!
When I asked him how he promised to visit and replace the part by 7th & 8th May if he did not have the part, he said he would contact his 'senior' and get back to me.
He has not.

I find the after sales service of Samsung deeply disappointing and stressful. Even after precise and diligient follow-up by me, on my complaint, it has not been addressed and I have still no idea as to why there is a delay in resolution of my complaint.

May I request you to kindly address my complaint (Complaint No: [protected]) at the earliest and ensure that customers do not have to go through an harrowing time to get a complaint resolved.

The interaction with your staff and the quality of spare parts delivered speaks volumes of Samsung's lack of seriousness towards quality.

Thanking You,
Yours faithfully

HIDDEN_NAME
<Hidden ADDRESS>

Alternate email : [protected]@yahoo.com