| Address: Bangalore, Karnataka, 560025 |
| Website: Samsungindia.com |
From: mark [mailto:[protected]@wings-promos.com]
Sent: 02 june 2016 10:16
To: '[protected]@gmail.com'; 'support.[protected]@samsung.com'; 'samsung. [protected]@gmail.com'; 'support.[protected]@samsung.com'; 'prayag. [protected]@gmail.com'; 'padmacommunications. [protected]@gmail.com'; support.[protected]@samsung.com
Cc: [protected]@yahoo.com; [protected]@yahoo.Co.Uk; [protected]@gmail.com
Subject: re: samsung, the worst brand, ever!
Dear mr. Ajay,
Yesterday a person called at 1030 hrs.
He said he was the samsung pick-up guy.
He enquired for the address and location route to the flat, which was shared to him by my colleague.
He said he would reach in 1 hours’ time.
I rushed to my previous address (God summit, hennur main road) and reached at 1120 hrs.
I waited and waited!
He called me at 1200 hrs and enquired for the route to the place again, which was given to him.
He said that, he would reach in 30 minutes time.
I waited and waited!
At 2000 hrs, he calls me for the third time and says that he is stuck in koramangala and cannot make it!
He said that, he will pick-up the fridge today at 1200 hrs!
I left for my new home at 2010 hrs and reached at around 2145 hrs.
Can you even begin to imagine what it was to wait in an absolutely empty flat, that just has a non-functional refrigerator in it, from 1120 hrs till 2010 hrs?
My patience is wearing thin sir (S) / madam (S)!
Warm regards,
Mark david verghese
Group account director
Wings brand activations (I) pvt. Ltd.
Promotions | events | trade fairs | crm | retail | rural | audit
Head office: 'wings house', no. 5m-236, 5th main,
2nd block, hrbr layout,
Bangalore - 560 043; india
Phone:[protected] / 25429533 | extn.: 305 |
Fax:[protected] | mobile: [protected]
Website: www.wings-promos.com
E-mail: [protected]@wings-promos.com
"in the long term, an honest and fair approach to doing business will always be the most profitable.
And the business world holds such an approach in much higher esteem than is generally imagined"
~robert bosch
From: mark [mailto:[protected]@wings-promos.com]
Sent: 01 june 2016 09:59
To: '[protected]@gmail.com'; 'support.[protected]@samsung.com'; 'samsung. [protected]@gmail.com'; 'support.[protected]@samsung.com'; 'prayag. [protected]@gmail.com'; 'padmacommunications. [protected]@gmail.com'; support.[protected]@samsung.com
Cc: [protected]@yahoo.com; [protected]@yahoo.Co.Uk; [protected]@gmail.com
Subject: re: samsung, the worst brand, ever!
Dear mr. Ajay and the three other samsung ceo office personnel,
Thank you for your telco the past two days.
I was expecting the issue to be resolved on the 30th of may, 2016 (It is what ajay told me), but i guess the subsequent call on the same day is acceptable to indicate to me a new deadline of 1st may, 2016.
I am hoping there will be no further delays.
I will wait for a call and action on-ground.
Thanks!
Warm regards,
Mark david verghese
Group account director
Wings brand activations (I) pvt. Ltd.
Promotions | events | trade fairs | crm | retail | rural | audit
Head office: 'wings house', no. 5m-236, 5th main,
2nd block, hrbr layout,
Bangalore - 560 043; india
Phone:[protected] / 25429533 | extn.: 305 |
Fax:[protected] | mobile: [protected]
Website: www.wings-promos.com
E-mail: [protected]@wings-promos.com
"in the long term, an honest and fair approach to doing business will always be the most profitable.
And the business world holds such an approach in much higher esteem than is generally imagined"
~robert bosch
From: mark [mailto:[protected]@wings-promos.com]
Sent: 30 may 2016 12:24
To: '[protected]@gmail.com'; 'support.[protected]@samsung.com'; 'samsung. [protected]@gmail.com'; 'support.[protected]@samsung.com'; 'prayag. [protected]@gmail.com'; 'padmacommunications. [protected]@gmail.com'; support.[protected]@samsung.com
Cc: [protected]@yahoo.com; [protected]@yahoo.Co.Uk; [protected]@gmail.com
Subject: re: samsung, the worst brand, ever!
Dear team samsung,
I take no pride in writing this, but people just ought to know that samsung is probably the worst brand, ever!
This goes out to as many consumers, the world over, through sms, facebook, linkedin, yahoo messenger, google and through other personal platforms.
There has seldom been a case of such gross neglect and inconsideration towards a ‘paying customer’.
It is apparent that, samsung’s post sales completely suck and we, consumers, are left to contemplating why we even considered samsung as a global brand with global, international and far-reaching processes.
What i have experienced, after purchasing a high-end ‘samsung’ refrigerator (805 litre / french model / rs. 1, 68, 000), has been excruciating and far from the standards expected out of companies and brands that, have grown owing to consumers buying into promises galore.
Allow me the pleasure to elaborate, why i believe, samsung is a terrible brand and company ~
Background:
I purchased, from croma, kalyan nagar, bangalore, india, the samsung refrigerator (805 litre / french model) approximately 5 years ago, paying rs. 1, 68, 000.
Before the warranty expired (1 year), the cooling system ceased to function.
The samsung engineers took close to 15 days to resolve the issue, while all the meats and perishable foods rotted and lay waste.
Since the then and till date, the refrigerator has failed 5 times.
Each time, the samsung engineers and / their so called trusted partners, have been late to visit, even later to rectify but absolute when it came to charging me.
Each time, i would be paying for different line elements, where the ‘failure’ in cooling remained constant.
It’s like they’re shooting off from a book of 101 best reasons to charge a customer.
The recent apathy:
The recent case has certainly brought me to my senses and has clearly demonstrated samsung’s intent.
They’re simply out to make money and literally intent to cheat customers.
1. 9 months ago, my refrigerator stopped cooling, again – for the 5th time in 5 years.
2. I called in the samsung so-called experts, who, post a great deal of debate and argument, came in to conduct repairs.
3. I briefed them on each issue of the past, the same non-cooling problem
4. I was indicated that, a permanent solution will be in place, for the 5th time
5. Work completed, the fridge seemed fine, as usual, after the 2 –day long repair work, which left my home in a mess.
6. I was charged again and that is quite obvious. I personally feel that charging a customer is fine provided work delivered is upto standards and promises given to us
7. I was told that, there will no further problems, but standard policies mean that, the warranty on ‘cooling’ is for 6 months only.
On the 12th of march, 2016:
1. The samsung fridge stopped cooling again and this time both the freezer and the remainder of the unit
On the 15th of march, 2016:
1. I decided to shift residence (From gold summit, hennur main road, bangalore to berlie street, langford town bangalore)
2. I therefore, decided to use two refrigerators at my new residence.
3. So i ended up buying a new samsung refrigerator, which i am currently using, since the 16th of march, 2016.
4. The previous samsung fridge i turned off completely.
5. As i was shifting residence, i decided to have the first samsung fridge ‘permanently’ and ‘completely’ fixed, then tested, post which to be moved to my new residence.
On the 24th of may, 2016:
1. I called the samsung toll free number and shared my displeasure at the break-down of the fridge and also completely briefed them regarding my plans to shift of the 28th of may, 2016
2. The executive assured me that, samsung will help.
On the 25th of may, 2016 @ 1932 hrs:
1. I received an sms saying that a service engineer by name of irfan has been assigned to my case, with the service request number [protected]
2. I did not receive any calls from the person nor anybody at samsung
3. So on the 26th of may, 2016, i called irfan who then said that, he cannot handle the case as it has been wrongly assigned to him.
4. I was asked to call the toll free number again. This was at 2130 hrs.
On the 27th may, 2016 @ 0945 hrs:
1. I called the toll free number and spoke to one ms. Aishwarya.
2. I had to repeat the entire apathy / episode to her and she too, like every previous samsung rock-star, told me that she will help me
3. I briefed her regarding the fact that, i needed to shift my residence and the date that, i needed to get the work done was before the 28th of may, 2016
On the 27th may, 2016 @ 1221 hrs:
1. I received another sms saying that, my complaint was noted and that, the engineer, one mr. Sudheesh, was assigned to my case.
2. The service order number was [protected]
On the 27th may, 2017 @ 2000 hrs approximately:
1. Sudheesh visits my home at the gold summit, hennur main road, bangalore, inspects the fridge, understands my issue, takes a photograph of the recent bill from lr enterprises (A samsung partner) and tells me that he will now instruct lr enterprises to come in the morning, the next day, and have the fridge taken away for repairs. (Please find attached the invoice from lr enterprises)
2. He said that, lr enterprises will take the fridge, repair it, test it and then install it at my new residence. He said that, this will be done first half on the 28th of may, 2016 (The days that i was scheduled to move my residence to berlie street).
On the 28th of may, 2016:
1. Nobody came, called and when i called sudheesh, at 1230 hrs, he says that, he has already passed the case to his office and that he cannot help further
2. I then called the samsung toll free and miraculously, the first service / complaint done on the 24th of may, 2016, did not show and only the service / complaint on the 27th of may, 2016, seems to be showing.
3. Anyways, i briefed the samsung call executive regarding the ‘challenge’ and she assured me that someone from r logistics (The samsung’s partner company, for whom sudheesh works for will call me)
4. Imagine my plight, its 1230 hrs, and i am alone at my place because all my materials have left for my new place, waiting for someone from samsung to call me.
5. Nobody did…
6. I called the toll free number again and had to de-brief a new executive on the line regarding the entire issue. She promised to ‘send r logitics’ a reminder.
7. I don’t know what samsung call center was doing / did, but nobody called me.
8. At 1430 hrs, i called the samsung call center again and had to brief a fresh executive on the apathy and like any of previous experiences she said that, a reminder will be sent
9. I then spoke to sudheesh, who said that, he just cannot help further because he had transferred the case.
10. I asked him for his boss’s number and he gave me 3 lan line numbers: 080 – 43560915/16/17. Sudheesh told me to speak to one ms. Reena.
On the 28th of may, 2016 from 1445 hrs:
1. I placed 4 calls to each of the numbers provided by sudheesh, that means a total of 12 calls, and not once did anyone answer the phone.
2. I called sudheesh back, who said that maybe reena was in a meeting and i should be calling her after 30 minutes.
3. I did… i called each of the numbers 3 times, totalling 9 attempts and nobody even answered the phone.
4. I called the samsung toll free line and, imagine this, had to brief a fresh person all over again, from the start. All this while materials that have left from this location to my new home and cannot get off-loaded as i am onsite waiting for samsung to move the fridge.
5. The samsung executive on call told me that, a reminder will be sent and that someone from samsung will get to me immediately.
6. Nobody called
7. At 1630 hrs, somebody at r logistics, answered the phone ([protected]) and this is the heights because, when i asked to speak with ms. Reena, the lady tells me that she is busy and just hangs up the phone.
8. I redialled and requested her again to put ms. Reena on, as it was an emergency.
9. She obliged, and when ms. Reena answered and i had to de-brief her again and from the start.
10. Ms. Reena assured me that, she will speak with sudheesh and call me back immediately.
11. She did not call and when i called back the same number, after 45 minutes, nobody answered.
12. I called sudheesh again, who finally gave me the number of one mr. R lalin ([protected]) and told me that he would be the person from lr enterprises, who will handle my issue.
13. 9 times i called mr. Lalin… first six times – no answer / next 2 times – phone busy / 9th time – he answers
14. I briefed mr. Lalin, who seemed to not have any idea about the issue. After listening to my plight, he says that, i will need to speak to one mr. John. He gives me john’s number, which was the wrong number…
15. 9 times after that, mr. Lalin failed to answer his calls
16. I even sent an sms to mr. Lalin requesting for john’s number, but till now have received zero revert
17. Since then i placed 22 calls to all of the 3 numbers provided to me by sudheesh and nobody answered the phone.
18. At around 1815 hrs, when i called for the 23rd time, someone answered the phone. I literally begged to speak with ms. Reena. Now i could hear the lady call out to reena and this is exactly what i heard over the phone… i am quoting her and in english, ‘just put down the phone’
19. I tried the number 6 times again, and nobody answered my calls.
20. I called the toll free line again, briefed a new person, again, who then actually told me that,
It’s the 30th of may, 2016 and 1022 hrs:
1. Nobody from samsung has even bothered to call / sms
2. My high-end samsung fridge (805 liter / french model), which i paid rs. 1, 68, 000 at croma, still remains in my old home.
3. While i am getting my new home in place, i am so concerned wrt the entire treatment meted out to me
To summarize :
1. Samsung rates, according to me, as one of the worst brands in the world, given the way they have treated, and continue to treat me
Warm regards,
Mark david verghese
Group account director
Wings brand activations (I) pvt. Ltd.
Promotions | events | trade fairs | crm | retail | rural | audit
Head office: 'wings house', no. 5m-236, 5th main,
2nd block, hrbr layout,
Bangalore - 560 043; india
Phone:[protected] / 25429533 | extn.: 305 |
Fax:[protected] | mobile: [protected]
Website: www.wings-promos.com
E-mail: [protected]@wings-promos.com
"in the long term, an honest and fair approach to doing business will always be the most profitable.
And the business world holds such an approach in much higher esteem than is generally imagined"
~robert bosch
Samsung India customer support has been notified about the posted complaint.
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 (SW Asia RHQ)