[Resolved]  Samsung India — Display problem in Led tv

Address:	Mumbai City, Maharashtra, 400091
Website:	Contactus.samsung.com

Dear team,


It is with extreme sadness and apathy i am writing this email to you as a consumer of your brand and not necessarily your product. As a market leader in consumer electronics products your brand stands out in the market and influences a consumer like me to buy your brand for the sheer entertainment and value for product proposition.


I had purchased a samsung led tv (Model ua32h4100armxl) 32 inch from a authorized dealer of samsung india since 2002 in mumbai suburban on 31/08/2014 with great expectations. The choice was made basis a brand which probably gave perception of quality and longetivity which was again reassured at the time of sale by the sale representatives at the authorized dealers showroom. At the time of sale the warranty part was sold stating there would be absolutely no requirement beyond 1 year given the product and the brand value. Unfortunately the product feature which is the essential part of the led set up has come to haunt back.


Omega electronics. Your dealer has the slogan “ a tradtion of trust & quality “ imbibed on its sale invoice which makes me wonder is it just a phrase to be used or there is a delivery standard attached to it as well.


Coming to the problem:- there is a display problem which has come up within 23 months of the purchase and the same is apparently not covered under the warranty. The issue was brought up to a call centre on 10/08/2016 where the executive was interested in discussing the charges of repair and not understanding the problem. The call centre made arrangement of executive to visit our place to identify the problem. The executive who visited our place represented a m/s abhinav enterprise authorized service centre for samsung against service request no:[protected]. Upon checking the led tv the person stated that there was display problem which has will get repaired by replacing the led panel which would cost around rupees 18000 (Inr) which was baffling as the cost of acquisition just 23 months of the same product was rupees 28900 (Inr) which seems more than half the cost. Although the invoice provided for repair does not specify the problem. (Attached below screenshot)


Questions & observation:


What accountability does samsung has towards the brand it sells in the market on trust and on quality which it states it is a pioneer in, where the product not even manages beyond 23 months. Just to state, my ealier tv set was dynonara which lasted for 14 years without any replacement or repair. The next one was sansui which lasted for 6.8 years. If i compare the brand value with samsung and the delivery of my product given by samsung it just doesn’t match.


The apathy was also more towards the handling of the service complaint by omega electronics (Mr. Ramesh pal) who pointed out the fact that the company had not purposefully sold such a product and hence not liable at all. Upon asking me what wrong i had done to purchase this selective piece which has not even lasted 23 months of purchase the person said it is a matter of luck and electronics goods have no guarantee.


I explained to him the pain of me shelljng out rupess 30000 the same very way the other consumers had bought it for and now there is no recourse. Also currently lot many schemes for the new consumer include a 3 year warranty which probably would have solved my problem. Also rather than spending 18000 on a repair would i not have gone buying a new tv set


But with such type of experience it will be difficult to refer the brand to someone else in this competition.


Also as a consumer if you put yourself in my place, i have been devoid of the minimum experience the product should have given me a brand which i trusted and believed upon and not looked a local brand which would have given the same durability of not more


I sincerely await a positive response and not a automated (Protocol response mechanism) of the number of days i and my family have to undergo for not having to watch our beloved programs which are part of the life and experience which one wants to be.

Yours sincerely,

Gaurav loke