Dr. P. K. Mukherjee,
F-3/2, Satabarsha, Sector 2(A),
Bidhannagar, Durgapur – 713 212.
18/November/2009.
To
The Customer Service Manager,
Samsung India.
Dear Sir,
SUB: Request for replacement of faulty LCD TV.
REF: Model Code: LA26R71BAM/XTL.
Serial No.: 07223ZHQ302380T.
Complaint No.: [protected]
This is for your information that the Samsung LCD TV which I had bought on the 27th of May 2008 from M/s Videoplaza of Muchipara, Durgapur, West Bengal, has developed a serious fault. When the TV set is switched on, it takes about FIFTEEN MINUTES for the video to come on screen while the audio comes on within five seconds.
I had registered a complaint with your customer care department on the 11th of October and was given a complaint No. ([protected]) which I was asked to quote in all my future communications with the company. A person, claiming to be Samsung’s LCD TV technician, turned up on the 13th of October. He removed 16 screws from the back of the TV set, brushed away the dust from the connector cables, put the screws back and charged me Rs 500 (vide Money Receipt No. 2146 dated 13/10/2009). However, the problem still persisted. I called up your customer care department again, quoted the complaint number and told them that the problem had not yet been resolved. They assured me that a service engineer would attend to my problem very soon. Unfortunately, nobody turned up even after 24 hours. I called up your service centre SEVEN times over the next 24 hours and each time they confirmed my address and told me that somebody would come along to install my TV set. Each time I told them that the complaint was not about installation but about the video appearing after 15 minutes. Then I received a call from the executive of a service centre in Salt Lake, Kolkata (about 200 Km from Durgapur) who verified my address and informed me that they had received the service request which should have gone to the service centre in Durgapur. I called up your customer service department again and explained to them that I was a resident of Durgapur in West Bengal and that the service request should go to the service centre in Durgapur instead of the one in Kolkata. I was assured that a service engineer would turn up positively by 8:00pm that day to rectify my problem. But nobody turned up.
Next morning, when I called up your customer service department to enquire about the status of my complaint, I was shocked to learn that people from Samsung’s service centre in Durgapur were apparently not being able to locate my house! So, I called up your service centre in Durgapur directly and was informed that they had not received any service request from your customer service department. Finally, the same technician, who had come on the 13th, turned up the next day and proceeded to perform the same operation that he had performed on the 13th. The result was the same! This time however, he told us that the problem could be solved by “charging software” (quote unquote your technician) at the service centre. But before that, he told us to keep the TV set running for 48 hours non-stop because he believed that the problem would sort itself out in this way. Although I found this suggestion rather far-fetched, I followed his instructions but the problem still remained. After that I took the television set to your service centre in Durgapur where they kept the set for 10 days. They called me up on the 29th saying the problem had been rectified. I went down to your service centre in Durgapur where they charged me Rs 1050 (vide Money Receipt No. 16509 dated 29/10/2009) and brought the TV back. Imagine my horror when I reinstalled the TV and switched it on only to realize that the problem was still there. The video displayed after 15 minutes!
Your service centre was immediately informed and the person who answered the phone refused to believe me initially. But after a few minutes he relented and promised to look into the matter. A week later, a service technician turned up with an electronic component and fitted it to my TV and this time the result was even more pathetic; the video did not appear at all! He mumbled some excuse about mismatched components and refitted the old component back into my TV. The video appeared after a few minutes. The technician left after telling us that we would be hearing from the customer service department shortly. I received a call from your customer service department after about a week and was informed that my TV set would be repaired if I paid Rs 14,000/- (Fourteen Thousand Rupees) to replace a faulty circuit board.
I find this to be highly unacceptable and extremely unbecoming of a company like Samsung. Obviously your service technicians are not capable of handling LCD TV sets and this results in needless harassment of customers. It is, therefore, my request that I be compensated for the time, energy and money that I have spent and the hardships that I have had to endure on that account. It would be very helpful if you could kindly replace the faulty TV set. Please let me know your opinion.
Regards,
Dr. P. K. Mukherjee.
Aug 14, 2020
Complaint marked as Resolved 
samsung washin machine — no response from the workshop department
MY NAME IS ROCKY AND I AM HAVING A FULLY AUTOMATIC TOP LOADING WASHING MACHINE, IT STARTED LEAKING WATER AND I COMPLAINED TO AT YOUR CUSTOMER CARE CENTER ON 24, OCTOBER 2008, I GOT THE REVERT WITH THIS COMPLAIN NUMBER [protected]. SAMSUNG EXECUTIVEVISITED AT MY RESIDENCE, TOLD ME THAT HE HAS CHECKED AND OUTER TUB IS BROKEN HE GAVE ME THE SERVICE CETER NUMBER AND TOLD THEY CALL YOU AND SOLVE YOUR PROBTEM BUT IT DIDN’T HAPPENED SO I HAVE AGAIN LOG MY COMPLIN AND I WAS GIVEN AGAIN SERVICE CENTER NUMBER I CALLED AND TALKED TO THE PERSON HE TOLD ME THAT HE CALL ME BACK WITHIN 10-20 MINUTES AND TELL ME WEATHER THEPART IS AVAILABLE OR NOT BUT HE DIDN’T RESPOND AFTER 2 DAYS I CALLED HIM BACK THEN HE TOLD THE PART IS NOT AVAILABLE YET IN 4-5 DAYS IT WILL BE DONE BUT AFTER 5 DAYS HE SAID THE SAME AND SAME AGAIN BUT MY PROBLEM IS NOT SOLVED, IF COMPANY CAN'T RUN THE SERVICE CENTER PROPERLY THAN THEY MUST SHUT IT DOWN.