| Address: Gurgaon, Haryana, 122009 |
| Website: www.samsung.com |
Sub; Customer complaint No [protected] dtd 4/4/2016 .
• Unit Purchased vide Bill No 24958 dtd 1/2/2010 from M/s Mahajan Electronics, 89, Raja Garden, Ring Road, New Delhi-110015,
• The complaint was handled by Samsung Authorized Service Centre M/s F1 Solutions in Gurgaon .who declared the unit as unserviceable as one of its capillary embedded in the body had blocked .
• On 11/4/2016, while seeing Samsung site, I came across CEO Desk for consumer complaint and sent my problem across and the same was acknowledged on the same day by Ms Shweta Sharma, Senior executive, Customer Experience, Samsung india Electronics Pvt Ltd.
• On 14/4/2016, Ms Shweta of Samsung called up saying that she has talked to her senior and since the purchase is more than 5 years old hence no compensation can be considered . She said that the Capiliary tube is not available hence the fridge cannot be repaired. She said that she will be sending it in writing but there was no reply . That is when I learned that Samsung has only one way customer relation system of calling or sending mails . Customer cannot send a return mail reply or call back at the number called from. The only way to approach Samsung was through CEO Desk. What a beautiful CRM System Samsung has got.”LET THE CUSTOMER GO TO HELL”.
• The process of calling was shifted from Ms Shweta to Ms Saptasree of Samsung as she called me up on 27th and 28th April informing that the Service Engrs are trying to flush the capillary and she will get in touch . It means the customer is back to square one . An excellent approach of company like Samsung to look after its customer . Samsung Follows a policy “ Of tiring the customer to such an extent that he gives way “ .
• On 5th May, 2016 I recd a mail from Ms Saptasree which says:” We have set of expertise Engineer who give resolution to the issues post sales. Since there is an Internal Leakage in your Refrigerator, and the same is beyond repair and the Unit is more than 5 years (i.e. more than the Product Life cycle) we will not able to cater your request for Refund Depreciation .
CUSTOMER SUBMISSION:
1. It is High handedness on the part of a Large Corporate like Samsung to Use its Size and Monopolist leval Status to Harass the customer in first place and then take Larger than its size decision to financially hit the customer below the belt.
2. The Warrantee period for Compressor has reched to a leval of 10 years warrantee. Which means that the product life is more that 10 years .
3. Today the capilliaries ( arteries) of Heart which too are embeded in the body of a patient can be opened, how come a capillary of a refrigerator cannot be opened when a customer is ready to pay the cost . If it is a technical glitch then why a company of the status of Samsung adopt this type of technology . Further if this leval of technology is required and the percentage of rejection is less then the company should have a policy to compensate .
I, Arun Kumar Arora, the customer, demand a compensation of minimum Rs 50000/-or 50 % cost of equivalent new unit which ever is less. as the new equivalent unit costs more than Rs One lac.
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)