[Resolved]  Samsung India — delay in addressing service request

Address:

502278

I had purchased a samsung 1.5 ton split ac for my parent’s home in jun 19. My parents stay away from me due to the nature of my job. When the ac was switched on for first use in this summer season on 01 apr 19, my father observed that the cooling was inadequate. Since the ac is on warranty, i called up samsung for assistance.
During the first call on 03/04 apr 19, your executive advised that it may be just an issue of clogged filters and that she would put up a request for free service. I consented to the same. Subsequently, my father received a call from service engineer next day for checking the location. Subsequently, there was no other call.
I waited for three days and made my next call on 07 apr 19. I was assured that since it was a sunday, the service engineer would visit the next day. I again waited for two more days.
I made the next call on 10 apr 19. Surprisingly, i was told that the request was closed by service centre quoting number not reachable. The customer care executive raised a fresh repair request and assured that the request would be addressed on priority. I was also assured that the service centre rep would get in touch for fixing an appointment. My father received a call asking for reason for raising a fresh request. Not appointment was fixed. After waiting for a reasonable time, i called up samsung again and spoke to a supervisor. I expressed my concern mentioning that i was a defence service person and am under stress due to the discomfort of my parents. I asked the supervisor to fix the appointment for the same day as the next day was a day of general elections in the area. She assured that she will get in touch with service centre and give me a call back after taking the service centre reps on conference call. However, no call was received.
I gave another call the next day, got in touch with a supervisor who apologized and assured that he would address my concerns and take personal interest in the same. However, no call was received for fixing of appointment.
Having waited patiently for two more days, i gave a call today morning (13 apr 19). I did not get a satisfactory response from the executive and asked her to connect me to a supervisor. Surprisingly, she answered that no supervisor from the escalation desk was available in office. She put me on hold unceremoniously and kept repeating that she has marked the request to the service centre.
Subsequently, having waited for two more hours, i gave a call again. I again got the hollow assurances of prioritizing the request. An executive from the escalation desk spoke to me and assured me that i would be getting a call from the service centre in the next half an hour. I apprised her that i have already drafted a mail to be sent to ceo, smasung, south east asia and intend to mail it as my concerns were not being addressed. She asked me to give her a chance to resolve the issue.
I again waited for a reasonable time (2 hrs) and gave a call back. I asked to be connected to the escalation desk. After being put on hold for five minutes, i was told that no supervisor was free at the time. I have lost my patience and hence have no choice but to write to you. One hour has already elapsed after my last call and i have not received any call.

I would like to being to your attention the following:-
1. Unilateral closure of my first request.
2. Second request not addressed till date.
3. Non-redressal of grievances even after multiple calls.
4. No concern shown to a serving member of the armed forces even when i’ve mentioned the same during my calls.