[Resolved]  Samsung Lcd Tv 26 Inch — SERVICE CENTER's POOR RESPONSE

Address:

Dibrugarh, Assam

POOR CUSTOMER SUPPORT SERVICE


1. I had purchased Samsung LCD TV 26” model no. LA 26B450 component Sl no. 12563IKS 600101 N on 30 Jun 09.
2. The TV was working fine till Jan 10 and thereafter it developed some problem. On several occasions when I tried to switch it ‘on’, it never switched ‘on’. I initially thought this problem might be due to old battery in the remote and got the remote controller cell replaced, however the problem remained intermittent. In Mar 10, the problem aggravated as after trying hard to switch ‘on’ the TV, I was unsuccessful. Trouble shootings suggested in the manual were tried but all in vain. Finally I called up your service centre (Astha Service Centre) and a service engineer turned up at my place in Mohanbari in Mar 10. He conducted soldering work on the circuits but the problem remained same. Hence he zeroed down on the main PCB confirming it to be unserviceable. He promised to get back with new PCB within two weeks.
3. In the mean time, due to service exigencies, I was out of Station for a month. On my return I enquired the service centre on the progress of my case and I was replied that as I was away, the complaint had been closed. Further I was asked to re-register the same, which was registered on 17 May 10 vide WA[protected]. I was told that as the required PCB was not available as confirmed from previous correspondence so a fresh demand for same had been put, which may take another week. I did not get any response from the service centre even after a week and so I called up Mr Ritik Das at the service centre who confirmed that the demand had been mailed to his Headquarters in Guwahati. After 3 days I again gave him a call and he told me that as the item was not available with Samsung, he will discuss the case with representative of Head Office who was visiting from Guwahati. However I never received any call from him.
So I again called him up and he replied that Samsung Headquarter may give some commercial solution to my problem and they are waiting for approval from Head office for the same and problem may be solved by replacing the set itself, however no solid solution and no deadline was given for the same. I waited till 02 Jun 10 and by this time I was literally tired with the kind of response I was getting from your representative. After great persuasion and heated arguments with the representative, finally I could manage the contact no of Mr Debnath ASM Samsung Guwahati, to whom I gave a call on 02 Jun 10. He told me that he was not in office, though remembered the case and had already forwarded the request for approval from his Head Office. I waited eagerly hoping that person whom I had talked may be responsible person. However till 07 Jun 10 there was no response from the service centre. By this time almost a month had passed for my second complaint, so I called up Mr Debnath who did not pick my call and then I called up Mr Ritik who replied that the shipment of the required PCB had been received at their country office in NOIDA, but he was not clear to what action the company might take now, and no time frame was confirmed by him for solving my problem.
4. Through out the episode I was neither given definite time/PDC for the rectification of the fault nor service centre tried to contact me. I am serving in Indian Air Force and hardly get time to run after such petty things. Still I was forced to stop my primary job and kept contacting your service representative time and again. Above all the response from them was Luke warm lacking solid answer. They tried to make a fool out of me and mockery of the system in place. I am a patron of Samsung and all my home appliances ranging from TV, Freeze, AC etc are of Samsung. In view of the present response and ill treatment from the service centre I’m forced to rethink my loyalty towards Samsung. Now onwards I shall prefer not to buy products from Samsung.
5. Keeping in view the pathetic service rendered to me and delay in rectifying the snag which still remain unrectified for the last 3 months.
6. The ASM Samsung Guhati had promised me that by 15Jun10 he shall get the part to be replaced and get the TV rectified after great persuation and lodging of compain online, however today when i am trying to conatct the ASM guhati and samsung service dibrugarh their phones are switched off and no body is responding.
7. I hope through this forum i shall get some feedback from the SERVICE center of samsung which has been in deep slumber since long.