| Address: | Bangalore |
| Website: | SAMSUNG SHOP (ONLINE) |
Dear Team,
With great confidence I come to you with my worst disgusted customer service experience from SAMSUNG ONLINE CHAT and CUSTOMER SUPPORT that you may help in resolving this most annoying issue.
On the 29th Sept 2022 I had placed an order for SAMSUNG TAB S6 LITE WIFI VERSION 2022 MODEL GREY COLOUR ONLINE via the official SAMSUNG SHOP APP. Order Number- [protected] and PO No.- [protected]. I was notified that the delivery will happen on priority the very next day ie, 30/09/2022. But, I got no proper proactive information that my product will be delayed and I will receive it on 01/10/2022, I had to call and email and do various things to chase my item. Then on 01/10/2022 early morning I was notified thru a link that the product has reached EKART LOGISTICS LAKEVIEW HUB, this HUB is very close to my house so I proactively went to the HUB provided the order details and collected my item from an agent named PRAVEEN. The reason I did this by myself is, this product was a GIFT to my close partner to be given on 01/10/2022. I tried to attach the UNBOXING video but due to size I couldnt. When I unboxed the product I noticed that the S-PEN's TIP/NIB, is damaged and its in a non-usable state, I wondered if the S-PEN itself has this issue inside the box, the TABLET may also have some issue, so I did not even uncover the tablet I just RE-PACKED everything as it was given and kept it aside. Immediately, I tried to connect with the ONLINE CHAT TEAM, no proper response and very stupid resolutions and again I contacted the CALL CENTRE-CUSTOMER SUPPORT TEAM, Such a worst customer service support they are either not able to understand english nor they are able to give proper resolutions. After continuous calls back to back on the 1st, 2nd and 3rd of OCTOBER, The few agents told me to visit the nearest SAMSUNG AUTHORISED SERVICE CENTRE and they will exchange the S-PEN and give you a new one, this centre is a bit far from my house, however, THOUGH I DO NOT DESERVE TO TRAVEL BY MY OWN AND RESOLVE THIS ISSUE, I still went but, since it was the first time i had to search for the authorised service centre, before reaching to the actual service centre i was mis guided by MAPS to other outlets and they pointed out me the exact location and I reached the SAMSUNG AUTHORISED SERVICE CENTRE on MONDAY the 3rd of october and after waiting there in line for almost 20 mins i finally got to talk to an Authorized service agent and SHOCKINGLY, he didnt even take a full 5 mins to hear me out, immediately he SAID SINCE I HAVE PURCHASED ONLINE I HAVE TO DEAL IT ONLINE AND SPEAK TO CUSTOMER SERVICE- CALL CENTRE. As there were many people waiting in line i could not argue or do anything. SO MY TIME WAS A WASTE AND MY FUEL GONE FOR A WASTE BY A WRONG INFORMATION GIVEN BY THE CALL CENTRE AGENT. I reached home and sent out more than a few emails and again made calls and complained and made the call center to raise complaints and do escalations etc etc, breaking my head full of tension and anger, all the agents are again saying the same story to visit the nearest service centre. Then I receive an email from a person call DEEPAK KUMAR on 4th in reply to the email I sent on the 1st of OCTOBER, and until date i THINK i have not got any more email responses for my other emails I have sent, meanwhile i kept calling the call centre and everytime i called them I ensured they escalte this issue and lodge a complaint. And Spontaneously, i received email with the complaint number but no proper resolution Then on the 6th of October, I received an email from CUSTOMER EXPERIENCE MANAGER- MR GAURAV MADNAVAT- quoting a ref no- [protected]- stating that he has highlighted this case to the relevant team and they will contact me. On the same day I was contacted by an escalation team member- named- AKASH- I shared my story and he also addressed me well and good, but he was also saying the same thing to visit the nearest SERVCE CENTRE and i confirmed the address that Ive previously been and the address he refers is also the same, then I told him, if he can call me back in 15 mins so that in 15 mins I can reach the AUTHORISED SERVICE CENTRE and he can directly talk to them and sort out the issue, I ended the call with him at 4.45pm and I had ride so very fast thru the traffic all because He spoke to me in a way that my S-PEN will be replaced, When i reached there, He exacly called me back and I handed over the phone to the same person I first spoke to, and both of them had an argument and finally the service centre guy said he cant do it and passed the phone to me and the the escalation AGENT- AKASH- said, me to go home and he will notify another relevant team and they will contact me within 48 to 72 hours and they will resolve it. I was so heartbroken and was in an URGE TO HURT MYSELF choosing to buy this product, I came so very quickly and fast to the service centre and akash easily says he just wanted to hear this information from the service centre guy and tells me to go home, I became so very FED-UP and annoyed and at the same time just a simple S-PEN UNTIL TODAY THE 10th OF OCTOBER I have no response via an email, chat nor any phone call from SAMSUNG and I intentionally did not call or reach out to them since the 6th Evening after this incident and even they have not reached out to me, I spent 20thousand and the product is just lying like waste box in my cupboard I have not removed even the sealed cover on the TAB nor turned it on. Moreover, the GIFT i had to present to my partner became a FLOP and utter shame for me, I had to undergo so much of time waste, energy waste fuel waste and worrying and thinking of this makes me so restless and sick. I need some kind of compensation or some sort of that for all these things I undergo until I get the new perfect product.
Therefore, I request the CONSUMER COMPLAINT TEAM to take strict action upon each name ive mentioned and the service centres of SAMSUNG to resolve this matter at the very most urgency. Its almost 10 days for this simple issue and I wonder if this is the worlds leading electronic company's service this way.
I have images, videos all call recordings and all email responses and emails sent. If needed I can provide a copy, If i dont get any resolution at the earliest, I will take this matter to the next higher level.
Whaterver I underwent for the past 10 days and more to come, I DO NOT DESERVE THIS AS A CUSTOMER.
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