[Resolved]  Samsung, Plasma Tv, 50" (Ps50b450b) — Very Poor service quality for Samsung Plasma TV

Address:

Bangalore, Karnataka

Model No. PS50B450
Service Complaint No. [protected]
Logged in Bangalore, India

I am deeply disappointed by the quality of this high-end plasma tv, and disgusted with Samsung's poor service standards and customer focus.

I recently (January 2010), bought a 50" plasma tv from Samsung. It is PS50B450 model, and the sales guy insisted its a hotselling model.
In 3 months, some circuit inside konked out, and I had no video, only audio. Their service centre was always busy, and I managed to complain to the service centre after 2 days of trying (through another local Samsung engineer).

The next day, the engineer came, and inspected the set, and diagnosed some circuit problem, which needed replacement. He promised a revert the next day by 12:00 noon.

I waited till 4 pm the next day and them called this guy up, who gave me the number of another person (Mr.Devaraj). He took some more time, and promised to get back the same evening. Not surprisingly, he didn’t.

I called him the next morning and he said that there was no part available, and they were trying to replace the set! I was ok with that, since the set is new, and under warranty. But then, no news.

I called him the next day and was told, to my surprise, that no set is available! Apparently Samsung doesn’t make this plasma model any more, since their focus has shifted. I remember asking this very question to the Samsung salesman who sold me the set, who had glibly lied about this.

This man then suggested that he will try to repair some more, or else, get me a refund! The clueless service guys kept coming and tried the SMPS replacement, followed by the motherboard, then the display. Since these parts had to be shipped in, each of these steps needed 3-4 days wait. What was most appalling was that after so many promises, they got the wrong part for the display!!! Needless to say, nothing worked!

After this fiasco, Mr.Rangaswamy, the manager promised a replacement. 8 days later, still nothing. I found out from the dealer that the same set is available, but Samsung couldn't get hold of it! They just didn't try, and started giving me all their rules (customer service is not one). They then promised a fresh piece from their warehouse (I don't know why this wasn't tried earlier) only to come back with the news that the model is not available.

It is now 5 WEEKS and I am sitting with this expensive piece of glass on my wall, which is now being used as a mirror. No proper service, no accountability from Samsung. I am not interested in a refund, I want a good plasma tv. Sadly, I don’t think I’ll get that from Samsung. I only get promises, no delivery. Obviously, satisfying a customer is NOT a priority for Samsung India.

I am planning to take this up with my lawyer, and the media, for I have no faith in Samsung. It doesn't care. I have 2 Sony tv's, for 10 years+, and have had no issues. This is last I will ever buy a Samsung, and will make everyone I know aware that this brand must notbe trusted!