Samsung Washing Machine — poor quality servicing

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From: Ramani Eswaran



Subject: Fw: Compliaint..fullt automatic front oading washing machine


Date: Sat, 15 Aug 2009 11:59:26 IST









----- Original Message -----
From: Hotmail
To: support.[protected]@samsung.com
Cc: [protected]@gmail.com
Sent: Saturday, August 15, 2009 11:42 AM
Subject: Compliaint..fullt automatic front oading washing machine



----- Original Message -----
From: Hotmail
To: [protected]@rediffmail.com
Sent: Friday, August 07, 2009 12:09 AM


Dear Sirs

I will fail in my responsibility if I donot high light the tretatement given to my complaint by your office.

It is disgusting to say the least, to see that a Company of such repute which claims global status, is so poor in its after sales.

I had bought a Samsung Front loading automatic washing machine WD 7652 SUV in Sept 2008.from Arvee Sales Agencies, Lajpatnagar New Delhi I have been using it since then and am happy with its performance.

On 4th August it started malfunctioning and I called your call centre at 0120/3232/8080 and registered my complaint no.[protected].I was then directed to a service person who tried to guide me to correctg the fault. After a while he conceded that a service mechanic needs to be sent to look into the problem and told me that within 24 hours someone would visit me. So till 5 PM on 5th, I had waitied and then called the same number and was told that the mechanic is on his way and would reach me by 7 PM. I asked the person if she could call him on his mobile and find the approximate time he would come, as I had to go to meet a doctor. I did get a call from some person cliaiming to be the Co-ordinator and he told me that it was a holiday and there was no question of anyone visiting me that day. I was upset and insisted that he cannot do this to me, as I was waiting the whole day and even a little while ago I was told that the engineer is on his way.

He then assured me that somehow he will locate an engineer and send him to me before 8 PM.

That was the last I heard from him. No one came.

Then on 6th around mid day I called to speak to the supervisor and I had extreme difficulty in getting her on the line..finally I did get her and I told her I was unhappy and that I would not like to keep the machine of a company which does not care for its customers inconvenience and would also tell me layers of lies.

I insisted that it is a breach of contract that you would render service to me in return to what I paid you and you did not honour it.

Be that as it may, therefater, none came till about 6 PM when M Gupta called me and asked for the whole story. He also told me that they did not plan to send anyone as I had inisited in the afternoon that the machine should be taken back. He argued that Samsung should be given an opportunity to correct itsel[censored]Anyway I agreed and the Engineer came around 8 PM and tried to set it right. He wanted to change the pump and tried replacing with his pump and then found what he was caryying was more faulty!!!He then told us that the machine has no problems but we should put off the main supply when the machine is not in use!!!This was news to us, as we never did so in the last 11 months.

Anyway we followed his instructions and again the machine malfunctioned. I called Mr Gupta and he sent another Engineer who came and replaced the pump and said the same thing...that is keep the mains off...anyway we somplied.

But to our surprise, the machine is still not working properly. The problems are the same

1.there is a major creaking noise for the first ten minutes inside the drum when the machine starts
2.the machine does not complete its fukl cycle and often gets back to earlier cycle..ie., if it is 58 minute cycle, it goes back to say 20 nimutes cycle and then backs itself to another 45 minutes..clearly indicating malfunctioning of some of the circuits
3. the drying is not uniform...some clothes are dripping wet and some partly dry

we inisit that a thorough examination is done and someone senior enough who understands this machine looks into this.

Thanks

Ramani Eswaran
[protected]
314 Sector 19B Dwarka








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