Col R S Bedi
H No – Y/6, EOM Building
Nirman Park
Near 104 Area
Vishakhapatnam
Andhra Pradesh – 530007
Dated 27th Feb 2016
The Manager
Customer Service Care
Samsung India
SUBJECT - PROBLEM NOT YET RESOLVED PERTAINING TO REPAIR OF REFRIGERATOR FOR THE LAST THREE MONTHS BY SAMSUNG SERVICE CENTRE AT VISAKHAPATNAM, AP
Dear Manager.
1. Commensurate to previous complaint forwarded on the subject ‘Copy of the same is also attached’, the service was monitored by a rep from Gurgaon i.e. Mr Nitin. The service engineer came and replaced another part.
2. The problem remains the same, in fact it has deteriorated. The cooling has literally stopped in the refrigerator. Following need consideration:-
(i) Mr Nitin had asked me to give the feedback, though two emails have
been forwarded on the same at email given by
him ‘nitin.[protected]@partner.samsung.com’ but no reply to the same has
been recd.
(ii) A call came from Chennai customer care on ‘26th Feb 16’ to take a
feedback on service provided. I clearly gave out my dissatisfaction and
requested them to resolve my problem but to no avail. No action or call
has been received from Service centre at Vishakhapatnam or Mr Nitin
of Gurgaon.
3. It is more than three months and the problem is not yet resolved, even after intervention of main service headquarter at Gurgaon. I, as a customer is suffering for the last three months due to incompetence of the services provided by the company, even after expending Rs 1500/- in changing parts as advised by your service representative.
4. It seems that the service expertise existing is very poor as the so called service engineers are unable to do the repairs properly or understand the core problem. It is requested to take necessary remedial measures at the earliest or clarify to me that your Service Centre does not have required competence in handing the problem and accordingly, refund my money so that I go to better local service center for getting the issue resolved.
5. Higher management need to look into the matter and reply to the said problem at the earliest.
6. Copy of the previous complaint that has all the details is as under.
COPY OF PREVIOUS COMPLAINT
Col R S Bedi
H No – Y/6, EOM Building
Nirman Park
Near 104 Area
Vishakhapatnam
Andhra Pradesh – 530007
Dated 12th Feb 2016
The Manager
Customer Service Care
Samsung India
SUBJECT - PROBLEM FACED IN GETTING THE SERVICE OF SAMSUNG SERVICE CENTRE FOR REPAIR OF REFRIGERATOR AT VISAKHAPATNAM, AP
Dear Manager,
1. I felt it appropriate to bring it to your notice the standard of Service being provided by your Service Centre at Vishakhapatnam, Andhra Pradesh. Service provided by your service centre that is personally experienced is unprofessional, lethargic and in fact a classic example of cheating/looting its customers.
2. I purchased the product with a premise that the same is from a good company having standing in the market to provide post sale services of a standard, befitting the standards maintained by reputed firms like IFB, Sony etc etc.
3. Details Pertaining to Complaint.
(a) Refrigerator Model. SRWG1/XTL, Double Door, Yr of Purchase 2000.
(b) Problem. Cooling is not proper. The Refrigerator needs to be put off
for approx 3 to 4 hrs for refrigeration to resume, wherein only after it
sheds out water as in defrosting, the cooling starts.
(c) Problem Handled by the Unworthy Mechanic and the Service Staff of
your Service Station at Vishakhapatnam.
(i) First Complaint was lodged on 12 Dec 2015 and we received a
complaint docketing message on 12 Dec 2015 where your firm
provided Complaint Reference No as [protected] on Ph No
[protected]. Thereafter, sequence of events that followed are
as under:-
(aa) Mr Rajesh visited our house on 15th Dec 2015 and
performed a minimal service i.e. cleaning of defrosting pipe
wherein we paid a Service Charge of Rs 342/- (Bill Receipt
No 1113 dated 15th Dec 2015). The same did not solve the
problem and we again contacted the customer care on 19
Dec 2015 and a Customer Complaint Registration No
[protected] was issued to us. The same individual came
and informed that the Refrigerator need replacement of DF
Timer. The DF timer was replaced on 26th Dec 2015. An
amount of Rs 646/- was paid for the same.
(ab) Replacement of DF Timer did not resolve the problem. It is
inferred that a working and a healthy part was replaced as
the problem remained the same. It clearly shows the
professional and technical skill as also the quality of
training imparted by the reputed firms like Samsung to their
service providers. The unprofessional skill and lack of
commitment has led to wasteful expenditure where in, we
had to pay approx Rs 1000/-, but to no avail.
(ac) Again we contacted on 30th Dec as also 06th Jan 16, but
the same remained a correspondence only and the firm kept
on fwd messages that the problem is resolved. The same
did not happen on ground and we again contacted the
customer care wherein, we urged to either resolve the
problem or refund the amount that had been wastefully
expended by us due to unprofessional skills of your Service
Engineer. At this time, it was again committed by the Toll
Free Service Centre that Mr Arun Kumar will be visiting but
no one came and a message was again received that our
complaint has been resolved. It was totally contrary to the
same as no one visited on ground.
(ad) We again contacted on 11th and 20th Jan 2016 and got the
assurance that Supervisor will be contacting you. The same
is not yet resolved even after contact with the customer care
or the area supervisor.
(ae) One more time Mr Rajesh had visited and he said that
another part is reqd to be changed.
(af) Based on our call on 11th Jan 2016, a call was received from
Smita from Chennai on[protected]. She gave an assurance
that soon an engineer will visit and rectify the problem. No
one came.
(ag) Thereafter we again rang up on 20th Jan 2016. No action or
call came thereafter.
4. The problem still remains. It is indeed a question on the service engineers employed by Samsung who are incapable to understand the problem and rectify it OR the company is unable to have a check on the local service stations on whether they have good engineers or technicians with them. Since, we as customers are affected by the wrong commitment by your firm, it is recommended to take necessary step at your end to resolve my problem or clarify if the same cannot be resolved by your service centre and accordingly refund my money that has been wastefully expended by lack of technical skill with your service centre.
5. Please take necessary remedial steps at the earliest as the lackadaisical and unprofessional attitude is not befitting a reputed firm like Samsung. The name of the firm has already started sinking vis-à-vis other firms and the same will be detrimental to the futuristic goals of the Company. We have already started thinking that .it would have been better if we would have called a local mechanic as also you are forcing to make us decide to go for another brand in the future that is having better and honest service commitment.
6. It is requested to kindly take appropriate step at the earliest and honestly reply to my problem.
May 17, 2017
Complaint marked as Resolved Samsung India customer support has been notified about the posted complaint.
Verified Support
Apr 13, 2017
Samsung India Customer Care's response Dear Customer,
Greetings from Samsung.
With the reference of your feedback regarding Samsung product, we sincerely regret the inconvenience caused to you.
We wish to inform you that your complaint is acknowledged and our customer service team would contact you shortly for providing resolution to your complaint.
Thanking and assuring you our best services always.
Best Regards
Samsung India Electronics Pvt Ltd
My Mob. No, [protected]
E-mail ID [protected]@gmail.com
[protected]@yahoo.co.in
We expect an early solution for this problem.
DR.M.NAZAR