| Address: Mumbai City, Maharashtra, 400050 |
Main points:
- the a/c installation is not yet complete despite the engineer first attending 7 days ago
- the engineer broke the front panel of the a/c unit on the first day. This has yet to be replaced
- a godrej ceiling fan, light and light fitting were broken during the installation by the engineer. These have yet to be repaired
- damage to paint work on wall - drill marks and scratches
- messy workers, not cleaning up after themselves
- no response from samsung despite us calling them repeatedly and them promising to call us back
- repeated false promises from samsung and vision service (Installation company contracted by samsung)
- dangerous working practices – standing on cupboards, balancing two stools on top of on another while drilling!
- engineers not bringing all necessary tools/equipment/supplies for job
- a/c unit has been fitted untidily into the wall
- rudeness and obstructivity
In full:
We ordered the above a/c unit from croma in bandra west, mumbai on sunday 12/06/2016 following a visit from an engineer from vision service (Sent by samsung) the previous day. The appliance was delivered by croma the following day (13/06/2016). I received a phone call from a vision service engineer the same day to arrange a time for installation. We agreed on 11am the next day (14/06/2016).
At 11:30am the next day, there was still no sign of the engineer, so i called him. He told me he would not be coming until 4pm. I told him this was not possible for me as i had a meeting to attend in the afternoon, and this is why we had agreed on morning slot. He said he could not change the time, and could not explain why he did not call me to advise that he was not coming at the agreed time. He gave me the number for vision service's service centre, who i then called. They insisted someone would come at 4pm, and could not understand that this was not possible due to the meeting i had to attend. After more than 2 hours and 20 phone calls to them, they finally agreed to send someone.
This engineer and his helper finally arrived at 2:45pm, bearing in mind i had to leave the house at 4pm for my meeting.
They began working, although they did not bring a ladder for access, and instead used 2 stools that belong to us stacked on top of each other in an extremely dangerous fashion. During the installation process, they switched on a ceiling fan that was only 1 metre away from the installation point. Because of this, when attempting to fit the front panel, the panel hit the fan, in the process breaking the panel, our godrej ceiling fan, light and light fitting, and sending debris all over the room.
They attempted to continue with the installation after telling me the panel was fine, but as i had noticed the front panel was cracked, advised them that they needed to replace this. The engineer reluctantly agreed to this after a long discussion. I also explained that they needed to repair any damage to our property. At this point i called samsung to explain what had happened during which time the engineers left my home without telling me. I had no idea where they were and explained this to samsung. Samsung told me someone would call me back the next day, but this never happened.
The engineers eventually returned and attempted a shoddy job at fixing the fan and light - which they were not able to do. I also noticed they had also damaged the wall with their drill where it appears the drill had slipped during use. I also told them this would need to be amended. They still wanted to finish installing the a/c unit, but i told them they could not, 1. Because they had just broken it, and 2. Because of the time.
By this point, it was 4:45pm and i was late for my meeting. The engineer promised he would return the next day at 10:00am with a new front panel for the a/c unit. The house was left in a complete mess with dust and debris everywhere, all over our kitchen (Including our food) and living room which we had to clean up ourselves.
The next day (15/06/2016), i called the engineer at 10:10 as he had not turned up at the agreed time. He told me now, he would not be coming until 12:00pm. Of course, he did not arrive at 12:00pm, and was no longer answering his phone. I attempted to call him and vision service multiple times, but neither would answer my calls. At this point i called croma to explain the situation. They told me they could not do anything and that i had to contact samsung or vision service. I then called samsung and made an official complaint yet again. I was told somebody senior at samsung would call me that day and visit my home. This never happened.In fact, to this day (19/06/2016) they have not called me.Instead i have had to contact them every time.
I finally managed to get through to the service centre at vision service to see whether the engineer was coming or not. They were very rude and could not understand why i was upset with the situation. They kept telling me i had to contact samsung to get the front panel replaced, and it was nothing to do with them. It was only when i asked why this was the case given it was broken by one of their engineers that the person i was speaking to at the call centre - zahid - changed his tone. His own engineer, anas had not even told him (In almost 24 hours) that he himself had broken the front panel! The service centre agreed to send some of their other engineers that day to complete the installation of the a/c unit, and to order a new front panel.
These engineers eventually turned up at around 3pm and fitted the a/c unit. They also created mess which they did not clean up, and asked me for supplies they needed during the installation (Matches, washing powder, a cloth, small bucket, ladder) which they themselves should be bringing.
Zahid the supervisor from vision service arrived towards the end of the installation, and i was able to explain to him exactly what happened. A shoddy, messy job was done, with them promising the new panel would arrive in 2-3 working days when they would return to replace the faulty one. I explained again that they would also need to fix they damage that they created to which the supervisor said he would need to check first with his superior. We asked to speak to the superior, but zahid would not call him or give us his number. He said he would speak to him himself and that his superior would call us after 7pm that day. Again, as with samsung, to this day we have not received any call from him. We attempted to call and message zahid at vision service many times on 16 and 17/06/2016 but he would not answer our calls or messages.
On saturday 18/06/2016 we returned to the croma branch in bandra where we had purchased the a/c unit to see whether they could help. We were able to show them videos and photos of the damage. They got in touch with vision service and samsung and we were able to speak to somebody at samsung called nizam. He explained he would speak to his supervisor and call us back in 15 minutes with a solution. We stayed in the croma store during this time, but after 30 minutes he still had not called. The croma employee called him again to ask why he hadn't called us to which nizam again promised he would call in 15 minutes. He never called. We attempted to call him many times but he had switched his phone off and also did not reply to an sms. We also received another call during this time from someone claiming to be from samsung (Although on a phone that samsung does not have a number for) telling us that someone would come round in 2 days time to fix the a/c unit and damage. He also told us not to mention this to anyone else! We assume this was someone from vision service pretending to be from samsung.
On 19/06/2016, we again had to visit the croma store to tell them that samsung had not been in contact with us. Again we had to wait in the store for more than an hour while they tried to contact samsung. While we were waiting for them to get a response from samsung, we ourselves called samsung's call centre line to make another formal complaint. We were finally able to speak to someone called sunil dhyani and told him we wanted to return the a/c unit as we no longer wanted to deal with samsung - if this is the service we have received in only 6 days, one can only imagine how it would continue in future. Sunil explained someone from samsung hq would call us the next day (20/06/2015), but could not give me a time other than before 4pm (I told them i could not receive a call after this time as i would be leaving for a meeting). There was no phone call from samsung by this time.
I instead received a phone call at 4pm from croma who were checking to see whether we had heard from samsung. The croma employee said he would contact samsung on our behalf. It was only after this that samsung eventually called at 4:30pm. Again i had to explain the whole story, and was again made late for my meeting. Samsung said someone would make a visit to my home tomorrow (21/06/2016) before 2pm. We will wait to see if this happens
Aug 6, 2021
Complaint marked as Resolved Samsung India customer support has been notified about the posted complaint.
I purchased Samsung refrigerator RT65from future word Jalandhar on dt03/05/2016 n from 04/05/2016 I lodged complaint about defect but no response demo man when came to visit also takes photos but till now no action n no one visit for defect many emails n complaints lodged by phone also but no response by company