| Address: UNITED AIRCONDITIONING SERVICES CENTRE L/G Shop No 9, Umang Palace (Hotel Windsor), Exibition Road, Patna 80001 |
I had made a service complaint to samsung that my split ac was not cooling in may 2018. Representatives of the firm appointed by samsung india had visited on 5th may 2018. They said that there was no gas in the ac. I told them to do servicing as per the requirement. They told it would cost 1900/- for gas plus gst apart from 500/- call charges plus gst.
They did the needful and charged rs 2832/- and issued me a cash receipt no 810 dt 5.5.2018 under the signature of sanjay kumar on behalf o[censored]nited airconditioning services centre l/g shop no 9, umang palace (Hotel windsor), exibition road, patna 80001.
Since i was posted out of station the ac remained unused for a couple of weeks. When i was back home, i found that the ac was having the same problem. I called a local ac mechanic who checked the ac and informed that there was little gas in the ac. That was unbelievable since the gas was filled recently by samsung authorised servicing agent as named above. I took his statement with a pinch of salt. Since i had to be back soon i did not call the samsung customer care about this. After a couple of weeks i was back to patna. This time i called the customer care tollfree no. Again two personnel of the same samsung appointed serving agency men turned up. They were informed about the issue. They used their tools and said that the gas was not in sufficient quantity.
I was shocked at revelation about the shortage of gas which amply demonstrated how the agents of samsung india were providing pitiable services to the gullible general public which considers such socalled authorised service agents representing samsung india to be professionally competent. I decided not to pay for the same services by not agreeing to their proposal for gas filling. This time i had to pay rs 295/ to united airconditioning services centre l/g shop no 9, umang palace (Hotel windsor), exibition road, patna 80001 vide cash receipt no s 165 dated 19.08.2019. One of the persons who had visited had disclosed his name as iqbal and gave his mobile no as [protected].
I complained the matter to samsung india customer care whereupon one person named prateek singh called me from mobile no [protected] on 13th december 2019 in the forenoon. Since i had been out of station and had been awfully busy and since it was winter time i told him i will contact him.
When summer came i contacted him i and reminded him and conveyed my grievance. He asked me to send me the bills to him on the same number through whatssapp. On receiving the same he said he said he could do nothing as gas was filled in may 2018 and was found to have leaked in august 2019.
I asked him does ac gas escape so quickly if filled by qualified personnel to which he said nothing. He said he was helpless. I decided to talk to the owner of the said samsung appointed authorised ac servicing agency namely united airconditioning services centre l/g shop no 9, umang palace (Hotel windsor), exibition road, patna 80001.
I procured his mobile number and called to convey him what ordeal was faced by me. His name is mr shahid anwar and mobile no is [protected]. To my utter surprise he quipped “you are approaching me after two years about the deficiency in services. Samsung does not give warranty beyong 90 days.” such a statement was made in a matter-of-fact way in a very irresponsible manner as he was making a generalised statement on service code for samsung customers on behalf of samsung itself. I told him that i shall be taking all appropriate legal steps against such deficiency in services to which he sharply reacted “are you threatening me?”. This made me terminate his call and i have decided to take this issue in consultation with consumer activists.
People perceive services provided by such socalled authorised service providers of electronic giants to be comparable to the quality of such brands. The hard fact is that the company appointed servicing agents appoint mostly novices and young chaps who work for a paltry sum and ensure services which would not invite complaints within a period of 90 days. Those customers who complaint, are told “90 days deadline is over. If interested get servicing done once again”.
My conclusions are :
(1) samsung does not exercise control over the quality of services provided on their behalf by their authorised agents who earn a bad name to samsung.
(2) the samsung officers who are supposed to monitor the quality of service provided by the company appointed agents are hand in gloves with such agents which results in pathetic conditions of consumers who believe in the myth of the quality of services provided by the authorised agencies at a high premium in total disregard to the local technicians / servicing mechanics who shall always stand to give a personal guarantee about their services.
(3) customers should always prefer private service engineers to samsung appointed agents who are untrained and professionally irresponsible. This would save them money, avoid paying gst and have peace of mind which i have lost for having been cheated by the aforesaid authorised service agency.
I would request samsung india to look into the matter and take appropriate steps by blacklisting such service providers like united airconditioning services centre l/g shop no 9, umang palace (Hotel windsor), exibition road, patna 80001 who have been cheating samsung customers.
Samsung India customer support has been notified about the posted complaint.
Verified Support
Jul 13, 2020
Samsung India Customer Care's response Dear Customer,
Greetings from Samsung.
With the reference of your feedback regarding Samsung product, we request you to kindly share the mobile number and email address along with the reference ID given by customer care.
Thanking and assuring you our best services always.
Thanks & Regards,
Customer Experience Team
Samsung India Electronics Pvt Ltd
Jul 15, 2020
Updated by uksingh61 This is quite ridiculous.
I am being asked by Samsung India about the ID No given by Samsung itself. Why dont you ask your own company.
Secondly it is to inform that any reply /comment vis a via my complaint [ which is so exhaustive ] may be shared here itself. Apart from sharing it here you may share the share with me through mail and mail only to [protected]@rediffmail.com.
Please note I am not inclined to share my mobile no since I dont want my privacy to be infriged.
Jul 17, 2020
Updated by uksingh61 What action Samsung India is taking on the grievance registered ? They should communicate the action deemed fit to be taken having regard to the facts and the circumstances of the case. In stead of lingering they should address themselves to this case which is an exemplary one since the people in general dont have the time to take the defaulters to task, People have learnt to ignore and cope with such events as companies tend to justify the bad workmanship of their business correspondents/facilitators acting on their behalf.
Please resolve my issue within this week else I have to file a complaint with the appropriate consumer agencies and consider my legal alternatives. I was keeping all calm but there is no update from your end. I never imagined Samsung service could be this bad.
I look forward to hearing from you.
I am attaching a copy of my Invoice
You may reply to me at this email or call me at (+91 [protected]).
Sincerely,
Vivek Sharma