[Resolved]  Samsung — delay in service/ quality of service/ bad behavior of service center staff

Address:

VINOD KUMAR SINGH, Vill +Post Athri, Runni saidpur, Sitamarhi, Bihar 843311

Dear samsung team,

I bought samsung ac, model no : ar12ty3qbbun on 14th march 2020. Invoiced name on vinod kumar singh
I am facing negligence, bad service, delay in service and not acceptable communication and behavior from the local service center.

Story so far:

1. Guy named chandan, who came for installation, didn't install as guided, used ventilator for pipes instead of drilling in wall. He came late around 6pm and left around 8 pm without proper testing the system. He promised that due to time constraints he is doing this and come back in a day or two for proper installation. When we tried to call him after a few days, he just informed us that he was transferred to some other area.

2. Chandan sold us an ac stand for inr 1200 that we came to know is easily available in the market at 300-500 price. We trusted him and paid because he was an authorized samsung technician. We were cheated by the service center.

3. We started using ac in april but ac was not cooling at all. I registered a complaint on 10th april regarding this, that is resolved on 24th may, is understandable due to corona. A samsung technician refilled the gas and told us there was a leak in wire.

4. We requested him to install the indoor unit properly, he said we have to raise another complaint and need to pay for this. We tried to explain the whole story to him and the service center manager, mr, abhishek ([protected]/ [protected]), but they were not ready to listen to anything.

5. Again on 13th july, my ac stops cooling, we registered a complaint regarding this on 13th july 2020. After several calls, a technician visited yesterday, 25th july that too without gas to refill. He just re-install the indoor unit and left. He informed me that gas is empty due to a leak.

6. When we tried calling mr. Abhishek, he was very arrogant in his behaviour and in his exact words he told me that he will send someone for gas refill as per his convenience and if i have any problem i need to contact samsung regarding this.

Complaints and problem
1. I only managed to use a new ac that i bought for 45 days and am still trying to get a trouble free product and service from samsung.

2. Either the technicians working with samsung are not trained enough to solve problems like gas leak or they are not intended to do so. As its a pattern of leaking gas to zero after every 30-40 days

3 service center, registered with name rajiv vastralay, have not trained and experienced in customer service. They are using appropriate words, no time limit and not even sending well trained technicians.

4. Howcome, a person responsible for managing the service center, calls and tells a customer that he will send a technician as per his convenience and if consumers have any problem with it he may raise it with samsung, he is not liable for anything.

5. Also, no action was taken by the service center over the technician who cheated us and took money double the market price for the stand for ac outdoor unit.

I would really like to know about the samsung take on my problem and course of action for my complaint. Do samsung feels liable for providing good quality service to consumers, or they just left hanging them with such unprofessional service centers.
Really appreciate a timely and detailed action on my complaint.

Vikash gaurav
Mobile : [protected]