[Resolved] Samsung India — false commitment m/w con 28l mc28h5025vl/tl

mailmeysrawat

from Faridabad, Haryana

Address:

Hyderabad, Andhra Pradesh, 500086

I had purchased a samsung microwave convection model mc28h5025vl/tl on 25/04/2017.

The microwave was generally not in use as my family had not joined me in hyderabad.

The microwave used to stop working when used in convection mode. I called the customer care about the problem and was informed that it's a safety feature that the microwave stops working which i thought could be correct.

The issue used to occur multiple times when using the convection mode. Never happened in grill mode.

Logged a complain on 9 nov 2017 [protected]. Service guy comes and tweaks something and informs that the issue would not occur.

Not used the microwave in convection mode.

Again the problem of microwave switching off in convention mode.

Logged a complain again on 5 april 2017 [protected]. Service guy comes and tweaks again.

This time while checking found the grill also switches on when using convention mode.

Logged a complain on 13 april 2017 [protected] informed that the microwave will be taken to the service centre for testing on saturday 14 evening. I asked as sunday would be an off for the service centre can the microwave be picked on monday as it would not be worked till monday and if there would a standby machine be provided.

The service manager asked to let them pick the microwave on saturday 14 evening and assured me that it would be returned on monday 16th evening.

I was happy with the assurance of the service manager.

Today is sunday 22, i have not yet received any update nor any attempt has been made by the service center to contact me. The numbers provided on the claim form are not working or no one pick up the call[protected] /[protected].

I tried calling the call center on 19th thursday and was informed that they will check and arrange a callback but the same has not happened till know.

If someone can please look into this and also share why false commitment are made and customer not informed about the status.

Customer id [protected]

Sn: 0ard7wfh900494k

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Apr 28, 2018

Complaint marked as Resolved

Nice gesture by Khadir to personally visit

Samsung India customer support has been notified about the posted complaint.

Verified Support

Apr 25, 2018

Samsung India Customer Care's response Dear Customer,

Greetings from Samsung.

With the reference of your feedback regarding Samsung product, we sincerely regret the inconvenience caused to you.

We wish to inform you that your complaint is acknowledged and our customer service team would contact you shortly for providing resolution to your complaint.

Thanking and assuring you our best services always.

Best Regards,
Samsung India Electronics Pvt Ltd

Apr 26, 2018

Updated by mailmeysrawat In continituity, I did recieve a call from Abhishek.

He informed me that some cavity painting had been done to fix the issue.

I informed him that I was informed by the servic center that device was ok and the same can been seen from the attached document which has not even been filled completely.

I want to know what exactly has been done with the device and why I had not been informed/ shared any update throughout the thime when the Microwave was at the service center from 14 -24.

I have two statements one made by the Service Center ( The device is ok, As per the new model, in Convection mode both the Convection and Grill icon come up. The device could not be delivered for past few days as our delivery van has gone for service.)
Note: The manual says only convection icon will lit up along with the temp

Abhishek from corporate office ( “You have the device please use it and reach out to me directly if you face any problem”)

As a customer, I am only asking what to believe as I have been given different stories.

Do I have the right to know what was done to the device as the attached document does not say anything about any problem. It says device is ok.
If the device is ok, why did it take so much time.

And if what ever the case, why as a customer I was not informed any time.

I had to call up the Customercare as the number on the claim form for the service centers were not answered. The customer care mentioned sendind a reminder to the service center and that I would be recieving a call back which never happened.

I asked Abhishek for the Esclation Matrix and was informed the same can not be shared.

Verified Support

Apr 28, 2018

Samsung India Customer Care's response 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.
However if you are still facing some problem in the product performance, we request you to share the details of the same.
Best Regards
Samsung India Electronics Pvt Ltd