[Resolved]  Samsung India — continuous repair and display issue of samsung tv

Address:

Mumbai City, Maharashtra, 400061

Dear sir,

I have a samsung television model that cost us originally rs. We bought this tv in and in 2015 had to undergo a repair as the tv was not starting and also giving some display issue. Since the tv was under warranty the service was free.

In 2017, again there was a problem with the display where red lines were appearing on the screen so on 6th march your service centre technician named shailesh from astavinayak enterprises came to check where he identified the issue with tcoin where the part was ordered for replacement. For the same visit we paid rs. 699 on 6th march

On 18th march 2017 the same service technician came with the part to change the tcoin for rs.5630/- and he mentioned to us that the same problem shouldn't happen again as the part was genuine.

Now again, on 26th oct we are facing the same issue if red lines appearing in tv screen. We raised a complaint (Complaint no. [protected]) and the same technician shailesh from astavinayak enterprises came for repair and indentified the same issue asking us to change the tcoin part. This time we hesitated to changed as the same part was changed just few months back where again there was no guarantee that the issue will not arise in future/ few months.

We are extremely disappointed with this continuous repair and trouble and if we get the display repaired every 6 months we would have spent close to the actual cost of the tv that we paid. This was a really helpless scenario for a loyal customer who trust samsung as a brand for home appliances. We felt really cheated where we buy expensive electronic product but neither the samsung customer support nor your service centre team were efficient to handle hence i requested astavinayak enterprises to put forward a special request to get my tv repair done or refund us the earlier amount. After repeatedly following up with the in charge manager of astavinayak enterprises named mr. Rajesh pulikar to put forward an email to the management for service approval for replacing the part without charging us he puts a request email to the management after 4 working days he gets back to me saying the request was declined by management so we have to speak to the head of customer handling named anupam from samsung. So we had to struggle to reach out to anupam as he was too busy to handle a customer complaint. After a day of trying we could speak to him and he said the issue will be resolved and he order the part for replacement. But again after giving us benefit of trust for a day which were fake promises he leaves me a text that speak to samsung customer care and refuse to take my call and blocks my number.

You are requested to kindly take a sympathetic and reasonable view of our problem and take back this tv and replace it with another working tv or refund our service repair cost. This way of handling customer issue is unethical way of making money where customer pays for both service visits and expensive parts.

Let us know what options we now have so that we can take a decision on this matter.

Unfortunately, my interaction with contact customer care / complaints are futile as they are just loosely handling the matter without any deligebce. Do forward this email to the relevant samsung office.

Look forward to hearing from you with a solution.

Kind regard,
Shayesta shahzabeen