[Resolved]  Samsung Washing Machine — Complaint not be resolved in a proper manner

A compliant was registered with the customer service centre. The complaint reference no.[protected]. However, no body called us to resolve the compliant. Since we had fortunately stored a service engineers no. during the earlier compliant. We contacted the service engineer. Who wanted to be anonymous. Then we called the landline no.[protected]. But however, nobody seem to respond to the complaint. Then on repeated requests, a service engineer was sent on 2nd May, 2009. However, he told the timer was not working after through checking as the spinning tub was rotating on one side instead of back and foth. He then informed us that it would be difficult to get a timer for such model and we may have to wait for long as they need to check availability the timer or wait for a spare to come. But he was not sure of any time frame. However, we insisted that a definite solution has to be given quickly. Then the service engineer very reluctantly informed that he will call on monday i.e.4th of May, 2009. But the day never came. We kept on calling the number given by him, but to no avail. We then asked the support center to connect us to the Branch Manager. But this branch manager seems to be much worse to understand a customer woes. Mr.Sridhar whose contact no. is[protected] went on testing our patience. He kept on giving us dates on each day the today their van will come and pick up the washing machine and resolve the issue. We were forced to come back from office on continuously four days by 4:00 p.m. But the van never turned up. On friday i.e.14th May, 2009 the same then he repeated tellling the van will reach by 4:00 p.m. We reached the house as per his advice. However, the van did not turn up. We waited till 7:00 p.m. and called him, he informed the van will reach our residence within 10 minutes, but he van did not turn up. We kept on calling him and he kept on saying 10 minutes he will reach. Since we were not in a position to use the washing machine, we were made to suffer by the so called customer service personnel. After 7 p.m. we tried to reach him but no avail. The person was not lifting the phone. Then as a trial we called him from another number, which was not registered with him and on lifting the phone we asked him whether the van will come, kept us on hold and acted as if he was calling the van driver. He spoke in a very indecent manner about us (forgeting that we were onlin) with the driver telling him that the bloody customer from Mythrinagar is online and bothering him by calling frequently. Go there and pick up the washing machine. This really tested our patience. when we asked him the contact number of the driver so that we can guide to reach our place. He told he will not give. This really created further agony to us. Since the complaint was not being resolved, we told him that please donot make us to go to the consumber forum. He told if you can do that we can also do many things. I did not understand what he meant by that? was that a threat?. At around 10:30 the van was sent as we said we will go to the consumer forum. Now after receiving the washing machine at his end, this Mr.Sridhar, the so called Branch Manager, informed us that along with the timer the motor has also got spoiled. He did not stop there, but told us the it is not worthwhile putting the motor (does that mean the motor fitted would not be good) and instead go for a new washing machine (this is the service provided by the samsung service department).

I hope this problem of mine will be resolved quickly and i get back my washing machine intact in working condition.

Kindly help me in getting back my washing machine in working condition.