[Resolved]  Samsung / Refrigerator — Terrible Service Response

Address:

Andhra Pradesh

My wife has been calling repeatedly for someone from service to come and look at our refrigerator that has been malfunctioning, for more than 5 weeks. Once, on the phone she was told to turn off the refrigerator and restart to see if the problem would reset, since they thought it was a sensor problem. Prior to that over 6 months ago, the filter was not functioning and till date no replacement has been provided, the standard answer, awaiting part from company.

The contracted company, SS Associates, in Hyderabad is pathetic. Finally today a guy shows up and tells me that I should not increase the temperature. When I asked him if he knew what was the complaint he had no idea. Then he tells me he does not know what a temp sensor is. I had him call his boss, the owner and I told him not to send some school kid in the garb of a technician.

Samsung has no process for logging complaints, tracking the follow up or even ensuring the quality of the technician who shows up at the door. Its time, that the company woke up to the reality that growth cannot be just on new sales, but that after sales service is more important to retain customers.

My wife lodged the complaint from Gachibowli, my community is Jayabheri The Meadows and given that there are only 62 homes and I have provided all the clues to find us, hopefully the company has at least one person on staff to read, respond and react to just complaints.

VERY, VERY DISAPPOINTED.