[Resolved]  Samsung India Electronics Pvt. Ltd — samsung estore order delivery problem and unprofessional services causing harassment

Address:	Kolkata, West Bengal, 700028
Website:	shop.samsung.com

Sir,

I was convinced with a lucrative offer on Samsung E-store site (shop.samsung.com), where they were offering a discount towards Samsung Gear S3 Frontier Smart Watch and procured it online from shop.samsung.com, on 17.07.2018. I procured it using my SCB credit card on EMI option available at shop.samsung.com at an amount totaling to Rs 19990. The delivery period indicated during procurement of the product was 2-4 business days. When I saw no change in the order status the following day, I contacted their E-store support at[protected] ref to my order ID[protected], I was thereby appraised that my order will get delivered on 20.07.2018. To my surprise, I still saw no change on the order status on 19.07.2018, when I called their afore mentioned support number again, I was told there must be some issue as the dispatch has not taken place and hence their support team will raise an internal concern. Subsequently even after repeated followups, on 20.07.2018, I was appraised by their support system that I will obtain an update assuring 6.30 PM the same day and I must call them up again to get the update. In the meanwhile, while I was trying to find out an escalation point on Internet, my worries doubled and I envisaged that the merchandise is going to make me suffer with similar problems which were reported on the site. Since I procured the product on EMI from using my Standard Chartered credit card, I called up the bank to find a way if I could stop the payment or dispute the matter, I was appraised by the bank that the transaction is already committed on the same day moreover they have received no information about the EMI convert from the merchandise. When I called up Samsung support again on the same day at 6.30PM, I was told that the product is out of stock and they will let me know when it arrives at their warehouse, further they cannot let me know when the stock will be available. Further, when I asked their support system about cancellation of the product, they mentioned that cancellation will take at-least 10 days to initiate and they cannot provide me any committed timeline for the same, apparently this means that I have to wait for indefinite timeline and keep paying EMI to my bank without a feasible choice. I also mentioned my problem at samsung web site contact requesting a point of escalation and they too put me back to the same support system again. However, after my subsequent repeated followup's, on 24rd July 2018, I was notified by Samsung etore via email that my product has been dispatched by their warehouse with an Airbill no [protected] . When I tracked the number on Blue dart, the Blue Dart tracker system stated that the number is invalid. I wrote about it to their support system again at support.[protected]@samsung.com but got no reply. Every time I write them an email, I get an automated response stating 24-48 hrs time to revert and then the revert takes place with incorrect and misleading information and they puts the customer in loop. I also received a reply from their website where I dropped the complain, the email from [protected]@contactus.samsung.com advised me that my matter is being dealt on priority and refereed to get in touch with the same support system again. They also advised me not to treat this exception with a yardstick to arrive at a negative impression about their services as they are always committed to their customer. I am quite sure by now that the Samsung support E-store is playing time buying techniques with me and as a result of this I am facing immense inconvenience. On their web site portal they have also stated that any change in shipping address could be committed 1 hour post placement of order, by mistake I did mention my mobile no incorrectly and tried multiple times to rectify it on their shopping portal without any success. On 20.07.2018, I subsequently requested their support team on phone and appraised them about the correct numbers, they said that they will inform their back end team and will get the same rectified. However, even after repeated followups with their support team on this particular contact number change issue, they did not pay any heed to do so, I can find that incorrect number against my order status still now. I am afraid that this time Samsung E-store support will again make an excuse and state delivery failure making an excuse out of this.
I have email references for all the communication made with their support desk so far and also have evidence on the conversation with their support desk on 20.07.2018 where their support team stated that they cannot provide me any timeline to the availability of the product, please let me know any further details you may require in order to kindly pursue & help me resolve my problem statement.

Yours Sincerely,

Arijit Bhattacharyya
contact number [protected]
alternate contact number +91 [protected]