| Address: Gurgaon, Haryana |
We have purchased one Samsung 46 inches LED on 17th February 2010. We reported for the first complaint for display not being ok on the left side, after 4-5 months of the purchase, the engineer from Samsung visited and reported that the set is working fine and we should not worry.
The second complaint was opened again some time back in March/ April 2011 for black lines appearing in between on the left side top corner on the 46 inches LED TV set. The engineer(Bhushan Mishra) visited and said that there is some problem with the tekon(excuse me if the spellings are not correct) board which needs to be replaced. He also mentioned that the cost of the board will be around Rs. 6000/- which you will have to pay since the 46 inches LED TV is out of warranty. We talked with his supervisor which is Mohd. Ashraf who also mentioned the same. He mentioned that only a 10% discount can be given for the part.
In between the display problem aggravated and now half left side of the screen is super imposed with black lines in between.
After 1 week we called Mohd. Ashraf he said that the part needs to be requested and is currently not available, we told him to request for the part and replace it when available. Later again i contacted him after 1 week since i am only available during weekends. The part as per him was replaced for another customer and hence a new part was requested again. At last when the part was available with him he told that as during month end inventory cannot be moved out so you may have to wait for another 1 week.
Finally Bhushan Mishra and Anil came up with Tekon board they replaced it and the same problem continued, at the end they concluded that the panel of the 46 inches LED TV needs to be replaced. The panel of the 46 inches LED costs around 35,000/- as per Bhushan and Anil with taxes as extra.
My father started personally visiting Samsung Service Center in sector-31, Gurgaon. He paid three visits and met Atul Saxena who kept on following his superiors for free of cost replacement. Today he mentioned that upto a maximum of 20% discount can be given for the LED Panel replacement. For which he has generated a letter and has sent by courier.
Rajiv my request to you is to please consider free of cost replacement for 46 inches LED panel based on the sequence of events as stated above.
If we donot get a free of cost replacement we will approach consumer courts. Sorry, but we donot have anyother option available apart from paying 35,000/- as the cost of the panel, which we see as completely unjustified based on the following reasons: (and i would expect if you can answer these in a reply to this e-mail)
Just FYI we were very much satisfied with Samsung products before this case we are having three TV Sets of Samsung. The oldest one which is a 21 inches CRT Tv was purchased when it was first introduced in India, this set was completely untouched for the first 15 years and we were very much happy to have it seeing its display and stability.
1. Does a 1 year warranty on the 46 inches LED TV which cost us 1,40,000 Rs. sufficient and justified?
2. Does the warranty of 1 year gives Samsung a shield from 2 year onwards on the low quality of products? or the life time of Samsung products especially the LED TV cannot be guaranteed beyond 1 year?
3. When an air conditioner of 20,000-25,000 Rs. (bought thru a local shop selling assembled AC's) carries a 5 year warranty on its compressor which is the critical most component, why can't a big giant in consumer electronics like Samsung provide a 5 year warranty on a panel of the LED TV which is very much protected and is very safe?
4. Considering that the 46 inches LED TV panel which is safe and protected thru Samsung designed and certified circuit boards for any kind of abnormalities being developed in the board/ electronic circuitry, it also comes at the end of the loop where the last part of displaying the image is done using it, based on the above why you donot think that it is not a Manufacturing Defect? being in the 46 inches LED TV set from the very beginning when it was purchased and hence should be replaced free of cost.
5. After talking with Harinder from customer care department came to know that there are 100's of complaint cases logged on a daily basis including many for the LED TV panels, does this means that Samsung is selling inferior products and the quality cannot withstand beyond a year?
My time will also be wasted and Samsung might also earn some bad advertisement if i approach consumer courts and other consumer forums.
and Lastly based on the above justifications or reasons i am sure that the apex body will consider and push my case for a complete free of cost replacement for the panel of 46 inches LED TV.
I am very much hopeful of you considering my case as being the rarest and providing me the confidence of continuing my investments in Samsung and its products.
(I have attached the scanned copy of the invoice and the cardboard sticker)
Thanks,
Atul
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Aug 13, 2020
Complaint marked as Resolved 
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