[Resolved]  Samsung / Television — negligence of service for Samsung CTV

Samsung — failure in providing service for a week in spite of repeated reminders and requests

Sub: Complaint and claim of compensation for not providing proper service, reg
Ref: My TV repair complaint No. [protected] dated[protected] at 11.00am

Dear Sir,

With reference to above I am very sorry and sad to inform you that I am in possession of a 21S8ML Color TV at my home. The said TV got some problem all of sudden and I promptly booked a service request at 11.00 am on[protected] with your customer Care Phone Number [protected]. The person on duty gave my service request control No. [protected] and assured me that the authorised engineer shall phone me and visit to my place before 8.00pm on same day to repair my TV. In addition to this, I being a member of My Samsung network of your technical service, I booked my complaint online also.

One engineer later in the day phoned me and confirmed that he is coming soon. To my surprise thereafter no body visited to my home to get my TV repaired and no further phone call came in.

Next day on[protected] at 11.00 am, I booked a complaint online and they apologized for the delay and assured me to get the TV repaired on[protected] in any case. When no phone call came in on 20th July too, I once again telephoned on your customer care numbers and they too offered me lip service with an assurance to get it done soon. Nobody turned up again on[protected].

I, agitated and once again phoned to your customer care numbers at 11.00am in the morning of[protected] and this time one Mr. Rahul picked up the phone and inquired my all bio data once again and he too felt sorry and assured me to get my TV repaired today in any case. He assured me that he shall personally monitor my complaint and do the needful. When none turned up by 5.00pm evening on[protected], I once again phoned at above numbers irritatingly and this time one Ms. Indu picked up the phone. She too repeated all the exercise of getting my bio data once again and she too assured me to get the work done by 8.00pm in any case. No phone call came in and no person turned up.

Again on[protected] at 12.15pm I once again lodged the complaint while the phone was picked up by another executive Ms. Sipra but in vein and my TV is still waiting for repair even 4 days have already been gone. In the evening one phone call ( from ph No. [protected]) of one Mr. Agam came on my mobile and he showed his inability to get my TV repaired on[protected] but promised me to get it done by 11.00 am of[protected] but I am still waiting these persons to turn up.

I do not know what is wrong with these people and why Samsung service center could not address my complaint in spite of lapse of 5 days. My concentration has in this way has now shifted to call upon daily basis to these people and request again and again. Now I have left with no option but to get my TV repaired from some unauthorized person.

I am really feeling sorry and surprise that a company of such a high repute have such a casual attitude towards its customer care and after sale service. I can now understand the reason why people have started preferring other brands now over you.

In any case, due to negligence and casual attitude of your persons, I along with my entire family could not see our TV programmes for entire 5 days and it has spoiled our evening bitterly. We all were forced to miss our daily news, Share quotes and entertainments for your failure in providing proper service. We being using your product therefore its your responsibility to provide us after sale service too. Your person could refuse booking complaint, if your company is not eager to offer services to its customers so that we could approach to some other engineers or service persons. I understand and believe that once you accepted my complaint and a prompt service control number was given to me it implies and leads to a contract and you are liable to honour your commitment. Your failure in providing service, results into breach of contract and liable for compensation. I and my family has thus suffered mental agony, unnecessary harassment and lost our valuable time in taking follow up action all the time with your customer care center.

You are therefore requested to please compensate me suitably for all these mental injury, harassment and spoiling of our evening entertainment caused to our family due to your negligence and casual attitude by Rs. 10000/-. Please note that my TV is still to be repaired and I would make claim of Rs. 5000/- per day till the time it is repaired.

If you still avoid repairing my TV and avoid compensating me, then I shall have to take the case with Consumer Courts and other social and legal forums at your cost and suit. You may please take this as my legal notice to you and if this is not addressed to my satisfaction then my advocate shall take next course of action.

I do hereby undertake that whatever I have mentioned herein above is correct and you can verify my all call and conversation records I had with your officers and other facts from your customer care center where all the phones are being recorded.

Thanking you and looking forward your cooperation and suitable compensation.

Yours truly,


CA. Prakash Agarwal
[protected]


Copy To: BOSCOS
B-218, Narayana Industrial Area
Phase-I
New Delhi

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