Samsung Home Theatre System — Poor Service Response by Service Center

I am Sourav Bhattacharya from Hyderabad. I am submitting this complaint after a disappointing experience with Samsung India Ltd. On 3/13/2009 I purchased two biosleep split acs and a Samsung ht z110t home theatre system, serial no c526irpqb00427y from M/s Balaji Electronics in Somajiguda. The home theatre system conked off on 3/19/2009 exactly a week after the purchase date. During this time period it had only been used for 3 times. I registered a complaint with samsung customer service on the very same day and was advised that they would be sending a technician to my place for service of the faulty device the following day. During this time I was told that the problem was a very minor one and it can be repaired just by visiting my place.The technician visited my place as scheduled and inspected the system. Even though I was told that it would be fixed he failed to repair it on visit. He recommended that I send the system to the authorised service center Ratna Electronics for service repair which can only be done the following day. At that time he promised the problem would be fixed in a maximum of 3 days time. So the system was sent the following day to the service center on 3/21/2009 issuing claim no [protected]. I was promised it would be delivered by the following tuesday 3/24/2009 positively. The entire day passed of without any response from them until i called them up to enquire on the status of repair. To my satisfaction I was answered back that the set was in working condition and was under observation for the day. They would be delivering it the following day. So I waited for the whole day without receiving any reponse from them. I called them up again on 3/25/2009 eve and was told that the system again had conked off and was being worked upon. I was astonished at that statement and asked for a promised surer delivery date. The rep told me it would be delivered for sure on friday the 26th with no excuses made. Today is the 27th and i still havent heard from them. When i try calling them up nobody answers the phone. I have also tried calling up samsung customer service no where they just take a complaint and give out complaint no and do nothing. As of now i have no information on the whereabouts or status of the product which i purchased with my hard earned money.
I have been a loyal customer for samsung all through my life. I have a samsung washing machine and refrigerator along with two split acs manufactured by samsung. All my life i have used numerous samsung products like colour television, pc monitor, window ac, hard disk drives and cd and dvd writers. But this is a very disappointing experience from my favourite electronics manufacturing co. My questions to samsung management are

1. Why do you make promises which you cannot keep? And if thats part of your business, should you not inform a loyal customer if for some reason you are not able to meet your deadline? During the service call u repeatedly ask for contact details for what purpose then if you are not willing to use them in time of need? Why this facade?

2. If because of this experience I think twice before buying any samsung products in future will i be unjustified?

All people out there please take into consideration these factors before buying any samsung products as they seem to take pride in just selling and not caring afterwards.

Sourav Bhattacharya
Mob [protected]