[Resolved] Samsung India — escalation | |||
Congrats for you hectic customer service. I got samsung tablet a in december 2016. And i am facing huge problems from day one. I has been updated software twice but still problem is same. My tab doesnt work even for a single second. And now i has been given up that i will get any resolution from samsung. I was huge fan of samsung brand. I always used only samsung brand. But now i cant trust anymore due to this incredible service. You are doing really fantastic job that's why new brands like vivo and oppo defeating samsung brand. Excellent keep it up. Was this information helpful? | |||
Aug 19, 2017 Complaint marked as Resolved Samsung India customer support has been notified about the posted complaint. Verified Support Jul 19, 2017 Samsung India Customer Care's response Dear Customer, Greetings from Samsung. With the reference of your feedback regarding Samsung product, we request you to kindly share the mobile number and email address along with the reference ID given by customer care. Thanking and assuring you our best services always. Thanks & Regards, Customer Experience Team Samsung India Electronics Pvt Ltd | |||
 9 Comments | |||
Comments
Sub: Service issue Bill Number: [protected] and Mobile number [protected]
This is to escalate the issues of Process Gap in your service operations leads to customer dissatisfaction.
I would like to share that I have Samsung mobile devise Galaxy on max purchased between September 21, 2017 and October 21, 2017(It’s covered in Never Mind Offer). The screen was accidentally broken and which was shown in the authorized service center - AADRIKA ENTERPRISED, Geater Noida on 24th Feb 2018. I wanted to share issues and process gaps in your services which actually agitated me as I regarded Samsung as one of the best companies in world. Please find the issues and process gap as below:
1. When I have shown my mobile the screen part was unavailable on 24th Feb. So the device was not submitted. Issue of inventory was clearly a gap.
2. Also on 24th Feb 2018 they told me that it will take 10 days to avail that offer as there is lengthy and bureaucratic process of approval where is there No TAT. When I highlighted this issue the present Service center supervisor -He communicated to me to deposit Rs 4750 and get the screen repaired in 1 day and once approval will come they will return the money after deducting the Rs 990 (offer price for screen) Which looked strange to me as I am sure that Samsung has not laid that such process.
ISSUE: No TAT for approval and Service center has their own process defying the Samsung policies.
3. On 27th Feb 2018 I got a call to that screen is now available and I can deposit the devise for repairing. I could deposit the mobile on 28th Feb 2018.
4. On 27th Feb 2018, when I asked about time line there was no communication the service executive shared that once screen will be repaired then they will start the approval process and it will take 7 days to 10 days.
5. I tried calling the service center number which is[protected] on 1st March 2018 to confirm if they started the approval process. No one picked up the call after my repeated efforts at least 10 -times on the above service center number.
3. 2nd March 2018 was holiday therefore I called on 3rd March on the same number but there was no body was picking up the call . After frustration due to this non response that I called up call center number 180040-SAMSUNG . To my utter surprise even call center executive was clueless about approval process and time line and neither there was update on your CRM about the same. Senior Call center executive- Mr. Robin committed me to escalate this issue to the service center and Area service manager also. They assured me that I will be getting the update about resolution of this within 24 hours.
Issue and Process Gap: Information Gap even at your call centre and there is no sync between your CRM and update about the approval process status.
This is to escalate the issues of Process Gap in your service operations leads to customer dissatisfaction.
I would like to share that I have Samsung mobile devise Galaxy on max purchased between September 21, 2017 and October 21, 2017(It’s covered in Never Mind Offer). The screen was accidentally broken and which was shown in the authorized service center - AADRIKA ENTERPRISED, Geater Noida on 24th Feb 2018. I wanted to share issues and process gaps in your services which actually agitated me as I regarded Samsung as one of the best companies in world. Please find the issues and process gap as below:
1. When I have shown my mobile the screen part was unavailable on 24th Feb. So the device was not submitted. Issue of inventory was clearly a gap.
2. Also on 24th Feb 2018 they told me that it will take 10 days to avail that offer as there is lengthy and bureaucratic process of approval where is there No TAT. When I highlighted this issue the present Service center supervisor -He communicated to me to deposit Rs 4750 and get the screen repaired in 1 day and once approval will come they will return the money after deducting the Rs 990 (offer price for screen) Which looked strange to me as I am sure that Samsung has not laid that such process.
ISSUE: No TAT for approval and Service center has their own process defying the Samsung policies.
3. On 27th Feb 2018 I got a call to that screen is now available and I can deposit the devise for repairing. I could deposit the mobile on 28th Feb 2018.
4. On 27th Feb 2018, when I asked about time line there was no communication the service executive shared that once screen will be repaired then they will start the approval process and it will take 7 days to 10 days.
5. I tried calling the service center number which is[protected] on 1st March 2018 to confirm if they started the approval process. No one picked up the call after my repeated efforts at least 10 -times on the above service center number.
3. 2nd March 2018 was holiday therefore I called on 3rd March on the same number but there was no body was picking up the call . After frustration due to this non response that I called up call center number 180040-SAMSUNG . To my utter surprise even call center executive was clueless about approval process and time line and neither there was update on your CRM about the same. Senior Call center executive- Mr. Robin committed me to escalate this issue to the service center and Area service manager also. They assured me that I will be getting the update about resolution of this within 24 hours.
Issue and Process Gap: Information Gap even at your call centre and there is no sync between your CRM and update about the approval process status.
Team, I am writing this note after mental torture from your service center / customer care team for last 4 days.
I have Samsung S8 + mobile phone brought in Manila Philippines. I am currently in India (Mumbai) & on 26th March accidently I broke the display for this phone after which I decided to visit your service center in Mallad & Kandivali West . On both the service center in spite of the fact that i have original receipt, all accessories & box for this device I got response that this product is not registered in system so we cannot help you instead call customer care . I called customer care & I get to hear that how can service center deny service if you have bill so we will take your complaint to highest level & you will get support here is your complaint number ( [protected]) expect resolution call in 24 hours. Now its been 4 days & am still waiting for call / any solution .
On purchase Samsung had promised international support but its sad to see such pathetic customer service, inefficient internal coordination process map & not trust worthy customer service people. I am expecting response from some responsible SPOC in Samsung on [protected] ( Vishal.[protected]@Hotmail.com)
I have Samsung S8 + mobile phone brought in Manila Philippines. I am currently in India (Mumbai) & on 26th March accidently I broke the display for this phone after which I decided to visit your service center in Mallad & Kandivali West . On both the service center in spite of the fact that i have original receipt, all accessories & box for this device I got response that this product is not registered in system so we cannot help you instead call customer care . I called customer care & I get to hear that how can service center deny service if you have bill so we will take your complaint to highest level & you will get support here is your complaint number ( [protected]) expect resolution call in 24 hours. Now its been 4 days & am still waiting for call / any solution .
On purchase Samsung had promised international support but its sad to see such pathetic customer service, inefficient internal coordination process map & not trust worthy customer service people. I am expecting response from some responsible SPOC in Samsung on [protected] ( Vishal.[protected]@Hotmail.com)
Dear Sir,
i have registered my service request on 17-2-18 clam no. [protected] for service, gas leakage and re-installation.
your engineer done the job on 21-2-18 and confirm the guarantee by 90 days,
yesterday i start my AC, but cooling is 0
today 3-4-18 i again registered my request clam no. [protected], your engineer visited and confirm gas leakage issue, he confirm service will be done on chargeable for gas refiling and cheeking charger ..
i have already paid your service charges as your billed on 21-2-18 and give 90 days guarantee so why you again charge on same work .
i request you to please help me out as your valuable customer .
Regards,
Rajeev kumar
[protected]
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i have registered my service request on 17-2-18 clam no. [protected] for service, gas leakage and re-installation.
your engineer done the job on 21-2-18 and confirm the guarantee by 90 days,
yesterday i start my AC, but cooling is 0
today 3-4-18 i again registered my request clam no. [protected], your engineer visited and confirm gas leakage issue, he confirm service will be done on chargeable for gas refiling and cheeking charger ..
i have already paid your service charges as your billed on 21-2-18 and give 90 days guarantee so why you again charge on same work .
i request you to please help me out as your valuable customer .
Regards,
Rajeev kumar
[protected]
The worst service ever got so far from any other elections manufacturers expect samsung. Bought qled tv and found on installation that Arc is not working and it has been sequence of follow ups from customer and ridiculous response from Samsung service and no updates so far. Not sure this is the way you provide service and handle customer. This is highly dispointing experience ever got.
Complaint no#
Your Samsung product request number is [protected]. Use this for any future reference at 180040-SAMSUNG[protected] Or track online at http://bit.ly/1TZjxtZ
Complaint no#
Your Samsung product request number is [protected]. Use this for any future reference at 180040-SAMSUNG[protected] Or track online at http://bit.ly/1TZjxtZ
Most Pathetic service center at Ranchi.
Your technician are all bogus thy have spoilt my refrigerator.
Harsh
[protected]
Your technician are all bogus thy have spoilt my refrigerator.
Harsh
[protected]
Mobile- Samsung Galaxy J7 Prime - Under Warranty
Reference: Samsung GALAXY J7 Prime (S.No. RZ8J91BQTFK ([protected]) - Under Warranty
It is regretted that SAMSUNG is not honouring warranty and EXPECTING CUSTOMER TO BEAR HIGH REPAIR COST EVEN IN WARRANTY. I had lodged my complaint to Samsung and engaged with them for past 25 days without satisfactory solution. After exhausting various complaint redressal mechanism and failing any positive response from SAMSUNG, I had approached consumer helpline. SAMSUNG STANDS STILL SAME. Received a phone call from SAMSUNG asking to bear 75 % repair costs even though customer is not at fault. I am still offered a discount of 25 % rebate in repair cost. Samsung has not provided satisfactory solution to its customer and expects to bear 75 % of repair cost even in warranty. CONSUMER VOICE NEED TO BE HEARD. SAMSUNG OUGHT TO :1. Honour warranty.
2. Repair cost is almost close to the product price. Provide economical repair.
3. Provide component level repair.
4 SAMSUNG DONOT LISTEN TO THE VOICE OF CUSTOMERS AND IS UNETHICAL IN ITS APPROACH POST SALES.
5. I regret for engaging and approaching SAMSUNG for 25 days without any convincing solution. They donot have any Consumer Grievance redressal Mechanism and consumer is left NOT TO BUY ANY SAMSUNG PRODUCT IN FUTURE.
Reference: Samsung GALAXY J7 Prime (S.No. RZ8J91BQTFK ([protected]) - Under Warranty
It is regretted that SAMSUNG is not honouring warranty and EXPECTING CUSTOMER TO BEAR HIGH REPAIR COST EVEN IN WARRANTY. I had lodged my complaint to Samsung and engaged with them for past 25 days without satisfactory solution. After exhausting various complaint redressal mechanism and failing any positive response from SAMSUNG, I had approached consumer helpline. SAMSUNG STANDS STILL SAME. Received a phone call from SAMSUNG asking to bear 75 % repair costs even though customer is not at fault. I am still offered a discount of 25 % rebate in repair cost. Samsung has not provided satisfactory solution to its customer and expects to bear 75 % of repair cost even in warranty. CONSUMER VOICE NEED TO BE HEARD. SAMSUNG OUGHT TO :1. Honour warranty.
2. Repair cost is almost close to the product price. Provide economical repair.
3. Provide component level repair.
4 SAMSUNG DONOT LISTEN TO THE VOICE OF CUSTOMERS AND IS UNETHICAL IN ITS APPROACH POST SALES.
5. I regret for engaging and approaching SAMSUNG for 25 days without any convincing solution. They donot have any Consumer Grievance redressal Mechanism and consumer is left NOT TO BUY ANY SAMSUNG PRODUCT IN FUTURE.
Samsung India Customer Care's response, Nov 19, 2018
Verified Support
Dear Customer,
Greetings from Samsung.
With the reference to your feedback regarding Samsung product, we hereby confirm that the resolution to your concern is already provided.
Thanking and assuring you our best services always.
Best Regards
Samsung India Electronics Pvt Ltd
Greetings from Samsung.
With the reference to your feedback regarding Samsung product, we hereby confirm that the resolution to your concern is already provided.
Thanking and assuring you our best services always.
Best Regards
Samsung India Electronics Pvt Ltd
Hi i have placed an AC order on 1st june, but once payment completed order got cancelled due to technical issues, but refund not yet come its been 38 days now. Order number [protected]. I got email on 9th june saying refund is initiated.but till now refund not come. I have called again customer care now they are not able to identify the order detail even though i have order number and service req number everything seems use less. no body is able track the issue. It means my moneybis gone fot toss now.
Its so disappointing that customer care team is not able to trace the order details though they have all references given by samsing only.
I even escalated to India service head. Its again useless they are again forwarding to customer care team who is not able to resond only.
Please try to resolve my issue and get the refund processed immediately.
Regards
Mahesh
[protected]
Mahesh.[protected]@gmail.com
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Its so disappointing that customer care team is not able to trace the order details though they have all references given by samsing only.
I even escalated to India service head. Its again useless they are again forwarding to customer care team who is not able to resond only.
Please try to resolve my issue and get the refund processed immediately.
Regards
Mahesh
[protected]
Mahesh.[protected]@gmail.com
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+91 89 3993 9899 [Customer Care]
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2nd, 3rd & 4th Floor, Tower C, Vipul Tech Square, Old Golf Road, Sector-43, Gurgaon, Haryana, India - 122002
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I lost my mobile Friday 14/07/2017 at 11:30am
Sir please findout my mobile SAMSUNG GALAXY J5 2016. my mobile (IMEI Serial no- [protected]
Thanks & Regards
Contact- [protected]
Greetings!
This is in regards to the complaint of your Samsung Mobile.
We are sorry to hear the loss of your mobile phone. As an immediate step incase FIR for the same is not registered so far, we request you to kindly do the same at the earliest to avoid any misuse of the phone and data.
The feature of “FindMyMobile” which helps to find your device in case it is lost and also helps you to protect your data, the same needs to be activated by the customer on his/her own by login to Samsung account and enabling the required options on the mobile.
We would also like to state that all the basic features, interface etc. are explained at the point of sales.
As there has been no deficiency in the product/services we would not be able to consider any request for replacement/refund for this product.
Thanks & Regards,
Customer Experience
Samsung India Electronics Pvt Ltd (SW Asia RHQ)