[Resolved] Samsung — Horrible Service | |||
Please provide as much information as possible...A MAIL THAT I SENT ACROSS TO SAMSUNG THE START OF THE BIGGEST MISTAKE I HAVE EVER MADE: I PURCHASED A SAMSUNG GALAXY S4 FROM THE SAMSUNG OFFICIAL DEALER IN LINKING ROAD BANDRA WEST. SINCE THE START I WAS FACING MINOR ISSUES WITH THE PHONE. WHEN I WENT TO THE DEALER HE ASKED ME TO SEND IT TO THE SANTACRUZ SERVICE CENTRE. SERVICE CENTRE VISIT NO 1: WHEN I SENT SOMEONE ACROSS TO THE SERVICE CENTRE FOR THE FIRST TIME THEY WERE MADE TO WAIT FOR A PERIOD OF 2 HOURS WHICH IN MY OPINION WOULD NOT HAVE BEEN A COMPLETE WASTE OF TIME IF THE TECHNICIANS AT YOUR SERVICE CENTRE WOULD HAVE BEEN CAPABLE ENOUGH TO CHECK THAT IT WAS MORE THAN A BATTERY ISSUE INSPITE OF WRITING DOWN ALL THE PROBLEMS I WAS FACING. THE PHONE WAS SENT BACK ASKING ME TO BUY A NEW BATTERY EVEN THOUGH MY PHONE WAS BARELY A MONTH AND A HALF OLD. IN SEARCH OF THE BATTERY: DUE TO MY PROFESSIONAL NEED FOR THE PHONE I WENT TO 4 DIFFERENT PLACES TO LOOK FOR THE BATTERY TO START MY PHONE IMMEDIATELY. THE FIRST PLACE WAS THE SERVICE CENTRE WHICH SAID IT WAS NOT AVAILABLE FOR AT LEAST 2 DAYS AND WOULD COST 900. SECOND ONE WAS A DEALER ON HILL ROAD WHICH SAID IT WOULD TAKE 2 DAYS AND WOULD COST 1500. THIRD DEALER WAS THE ONE ON LINKING ROAD WHICH SAID IT WOULD COST 2400. THE ONE IN PALLADIUM SAID SAMSUNG HAS NOT LAUNCHED EXTRA BATTERIES. PLEASE NOT THAT NONE OF YOUR SERVICE CENTRES HAD A UNIFORM ANSWER OR PRICE. FIRST MAIL TO THE CEO'S OFFICE: I SENT A MAIL TO YOUR OFFICE UNDER THE IMPRESSION THAT I WOULD RECEIVE SOME HELP AND SUPPORT BUT CLEARLY I WAS WRONG. I GOT A CALL FROM MR NITIN GEORGE SAYING THAT HE WAS SURPRISED THE SERVICE CENTRE SAID THEY WOULD NOT REPLACE THE BATTERY AND HE ASKED US TO RESUBMIT THE PHONE AND MAIL HIM THE JOB SHEET NO. 2ND VISIT TO THE SERVICE CENTRE: AGAIN SOMEONE WAS MADE TO WAIT FOR A FEW HRS AND INSPITE OF WRITING DOWN THE ISSUES THEY SAID IT WAS A BATTERY PROBLEM AND WERE NOT READY TO ACCEPT THE PHONE TILL WE MENTIONED THAT THE CORPORATE OFFICE HAD ASKED US TO SUBMIT IT. EVEN THEN THE ISSUE ON THE JOB SHEET MENTIONED BATTERY PROBLEM. THE LONG TRAIL OF MAILS: POST THAT WE KEPT SENDING FOLLOW UP MAILS TO KNOW THE STATUS OF THE PHONE. WE WERE SENT A MAIL CLAIMING THAT THE SERVICE CENTRE HEAD HAD BEEN CONTACTED AND THE PROBLEM IS BEING TAKEN CARE OF AND THAT FINALLY THEY ADMITTED THAT IT WAS A CAMERA AND PBA ISSUE. I JUST WISH THAT A COMPANY LIKE SAMSUNG HAD HIRED CAPABLE PEOPLE WHO WOULD KNOW THIS EARLIER WITHOUT WASTING WEEKS AND SENDING THE PHONE BACK. NEXT CALL: I RECEIVED ANOTHER CALL FROM SOMEONE IN YOUR OFFICE TELLING ME THAT THE PHONE HAS BEEN REPAIRED AND I COULD COLLECT IT THE SAME EVENING. VISIT NO 3 TO THE SERVICE CENTRE: AS USUAL THE PERSON I SENT ACROSS WAS ASKED TO WAIT FOR A WHILE BEFORE HE WAS TOLD THAT THEY COULD NOT FIND THE PARTS AND THIS WOULD TAKE ANOTHER 3 TO 4 DAYS. PLEASE NOTE THAT FIRSTLY ANY GOOD COMPANY LIKE APPLE REPLACE YOUR PRODUCT UNDER WARRANTY AND DO NOT WASTE ONE MONTH OF A CUSTOMERS TIME BECAUSE THEY ARE NOT EQUIPPED WITH PARTS OF THEIR OWN PHONE. FINAL VISIT TODAY: I SENT SOMEONE ACROSS AGAIN WHO WAS BEEN GIVEN THE PHONE AND BEEN ASKED TO REPLACE THE BATTERY AGAIN. WHAT IN THIS WORLD WERE YOU'LL DOING WITH MY HANDSET IF MY BATTERY IS STILL NOT REPLACED ?????? AND WHERE AM I GOING TO FIND ANOTHER BATTERY IF NO STORE STOCKS IT INCLUDING YOUR SERVICE CENTRES. Was this information helpful? | |||
Aug 14, 2020 Complaint marked as Resolved | |||
 2 Comments | |||
Comments
Sub :- Mis-guide by service engineer and over quote for repair. Call no. [protected], CR No. 144007 (Book No. 2881) dated 31st March’17.
SAMSUNG always provide quality product with best after sale service record to their consumer in India.
I am Chartered Accountant and working in MNC at Gurgaon, and very big fan of Samsung products and have too.
This is very 1st time, that I un-impressed with after sale service for my LCD TV provided by Samsung through their service partners.
Case :- I bought Samsung 32” LCD TV Model :- LA32A550 P1R MXL in Oct’2008 for INR 40, 000. From last 7-8 days, I am facing problem in screen, which shows white screen without any picture with volume only.
I registered my complaint at your Samsung Service Centre, Sector-7, Dwarka, New Delhi (Franchise through HCL Service Ltd. A-233, Okhla Phase-1, New Delhi) on 30th March’17 vide call no. [protected]. Against the same, one Engineer (Mr. Amit or Amud) visited my place and after inspection, he quoted around INR 35, 000/- repair charges. As per his quotation, he told us, that picture tube etc, got faulty and need to replace. I surprise to hear his quote.
Against INR 40K buying amount, how is it possible repair charges around INR 35, 000/-. Just to reconfirm from other outside engineer, I paid visiting charges INR 173/- through CR No. 144007 (Book No. 2881) dated 31st March’17 on that date. Next day, I called other outside engineer, (who is well verse in his field), told me that one part “T-Con Board” is faulty in my television, which will cost around INR 4, 000/- (Four Thousand only). Due to almost 90% repair cost difference from earlier quotation given by your service engineer for INR 35, 000/- and INR 4, 000/-, I am really got confused. Since, I am very keen to get work done from authorized centre of company only, are in fix now, which is right.
But two engineers in the same field can’t get too wrong in this way that cost come down to 90%.
I am sorry to say, but I feel very bad, that big company like Samsung has authorized after sale services to these kind of persons, who try to cheat innocent people and try to fetch huge amount on account of repair just because buyer has no electrical knowledge.
As prudent customer, I thought, this case should brought into knowledge of senior management of Samsung Co. to avoid any further damage to the company’s image without any reason.
Company should take serious action against every person, who tried to damage reputation of the company without any fault of the company.
I request you to investigate this issue and take necessary action. Also, send another engineer, who can guide us in right direction with correct cost of repair. I am not very comfortable to go outside service centre other than authorized by the company.
Looking forward to your earlier response.
Thanks and Regards
Mange Jain
#+91-[protected]
SAMSUNG always provide quality product with best after sale service record to their consumer in India.
I am Chartered Accountant and working in MNC at Gurgaon, and very big fan of Samsung products and have too.
This is very 1st time, that I un-impressed with after sale service for my LCD TV provided by Samsung through their service partners.
Case :- I bought Samsung 32” LCD TV Model :- LA32A550 P1R MXL in Oct’2008 for INR 40, 000. From last 7-8 days, I am facing problem in screen, which shows white screen without any picture with volume only.
I registered my complaint at your Samsung Service Centre, Sector-7, Dwarka, New Delhi (Franchise through HCL Service Ltd. A-233, Okhla Phase-1, New Delhi) on 30th March’17 vide call no. [protected]. Against the same, one Engineer (Mr. Amit or Amud) visited my place and after inspection, he quoted around INR 35, 000/- repair charges. As per his quotation, he told us, that picture tube etc, got faulty and need to replace. I surprise to hear his quote.
Against INR 40K buying amount, how is it possible repair charges around INR 35, 000/-. Just to reconfirm from other outside engineer, I paid visiting charges INR 173/- through CR No. 144007 (Book No. 2881) dated 31st March’17 on that date. Next day, I called other outside engineer, (who is well verse in his field), told me that one part “T-Con Board” is faulty in my television, which will cost around INR 4, 000/- (Four Thousand only). Due to almost 90% repair cost difference from earlier quotation given by your service engineer for INR 35, 000/- and INR 4, 000/-, I am really got confused. Since, I am very keen to get work done from authorized centre of company only, are in fix now, which is right.
But two engineers in the same field can’t get too wrong in this way that cost come down to 90%.
I am sorry to say, but I feel very bad, that big company like Samsung has authorized after sale services to these kind of persons, who try to cheat innocent people and try to fetch huge amount on account of repair just because buyer has no electrical knowledge.
As prudent customer, I thought, this case should brought into knowledge of senior management of Samsung Co. to avoid any further damage to the company’s image without any reason.
Company should take serious action against every person, who tried to damage reputation of the company without any fault of the company.
I request you to investigate this issue and take necessary action. Also, send another engineer, who can guide us in right direction with correct cost of repair. I am not very comfortable to go outside service centre other than authorized by the company.
Looking forward to your earlier response.
Thanks and Regards
Mange Jain
#+91-[protected]
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My bill no of service center is [protected]
Unfortunately for me this has been the most horrible experience for me because as uptill now i had thought only service center people were but it seems the customer service executive calling me was the biggest ever.
I received a call from the number[protected] from a Samsung executive trying to blame the problem on me stating "It is unusual for a customer to check if the memory card is accessible" , then he started saying " he doubts me for reporting the problem at the service center itself" and accuses me a Project engineer handling sites for "Indian Chartered Accounts Institute" and "C.B.I" at Bandra Kurla complex worth more than 240 Crore rupees each and who is willing to pay Rs 1300 for replacement of touch screen mechanism of such an old phone just for its emotional value of haggling your company for such a mere amount.
After my much protests he gets the manager of the said Samsung service center Mr Matthews on a conference call and after a while the amount comes down from the earlier Rs 3000 to a magical Rs 66, since now it is quite obvious that whatever the plan or motive for haggling money has failed,I flatly refused to pay at which the said customer service executive gives me his vast gyaan about how much favor he is doing to me and gives me really weird examples and since I was not relenting and declined his so called offer I asked for a simple signed undertaking from Samsung stating " The customer discovered the problem of memory card reading malfunction during delivery, but Samsung does not concedes it to be its fault" at which the executive says that he is going to tell the manager of service center to make sure to charge Rs 3000 if I wanted this problem solved. For further entertainment you can hear the call which maybe mostly recorded on your system.
This has been the worst after sales service from a company of a repute such as Samsung.Needless to say I would never ever buy any other Samsung product no matter how good or how economical it might be. I would now request Samsung to please give me back the phone with the replaced touchscreen for which I am and always willing to pay Rs 3000 and with the said undertaking in writing.
As I have already said if the problem was caused by me I would be happy to pay whatever amount but I am not willing to give even a single ruppee for a mistake not committed by me,also Samsung needs to employ executives who have some amount of brain activity to judge a customer and his stature before making such rude and unacceptable comments and assessments, also as I have said earlier as much as I would like to go to a consumer court and demanding a hefty compensation, I am really not that kind of a person to just milk an opportunity such an experience leaves me to think otherwise.
I don't expect Samsung will act properly on the said executive and neither will it accept any mistake on its part, the real mistake seems mine in choosing Samsung product in first place,giving it to the authorized service center (because obviously even a roadside unauthorized service center would have done a better job in first place or would have atleast accepted it fault) and expecting some sort of justice from it.
Not at all thankful