Exl Tech, Samsung India — Misleading & Pathetic Service

Address:

Indore, Madhya Pradesh

Hi, I always perceived Samsung as an organization which was well run, with service centers to cater to the wide variety of products and their issues. I have an split AC model of 1.5 tons which is out of warranty. Ever since I have purchased this AC, barring a period of few months it has never ever run smoothly. The problems of noise, frosting, uneven cooling, and compressor burning out; all these events occurred in a period of 4 years. Compared to my other AC's which are of Carrier, Voltas, LG, and most recently Hitachi make, I had lots of issues with samsung alone. To offset these problems, I expected at least prompt service when I am paying for the service visits. I don't get visits as per the times outlined, nor the problem is resolved, nor do I get clear/partially clear feedback regarding when I can expect any results. The Indore service center (EXL tech) management/reception attitude is offensive, with them telling me to call up the maintenance engineers myself and follow up with them on a daily basis to be assured of a visit. As a saving grace, at least the maintenance engineers and technicians are pleasant and nice to interact with. However, whether they are overloaded or what exactly is the problem, I cannot say for sure, but this should change as it is tantamount to mental harassment. This augurs poorly for samsung, as it has definitely changed my perception of Samsung and its products, which heretofore I thought as being reasonably priced, and good value for money while offering overall good quality. But because of incidents like these, I personally have taken a decision not to buy any Samsung product until I get assurance of strong service and support.