Samsung India — led tv - not working

Address:

Gurgaon, Haryana

I am sushil chandran, residing at 709, sunny palace, edapally, cochin 24.
After retirement in 2017, i had replaced some consumer durables like 43"led tv (From lulu connect, cochin) and a fridge of samsung make (This based on my earlier experience with a 32" tv, mobile phone, tablet and fridge.)

The tv (43k 5002 43) was working fine till we saw "bar code" like lines at bottom of display on 30 sept. I complained to lulu connect where the customer care took details and told me that samsung service people will call me back. (Complaint no [protected]).

When no call came, as advised by lulu connect, i contacted your customer care and spoke to the agent and his supervisor balanarasu, who gave me local service center head mobile number.

After i called the service head, the service person did turn up but he said the complaint is with "panel" that needs to be replaced since company policy is not to repair. He further said, the replacement will cost me rs 18000.00.

Since the replacement is too costly for a retired person living on limited budget, i once again talked to samsung call centre to escalate complaint. I spoke to the agent and her lady supervisor (Asha) who said though she is bound by policies and cant talk on escalation matter, i can expect a call from samsung higher ups.

I waited for days and the call finally came 3 days ago and though the lady did collect my email, the email from samsung took two days to come. As expected it says

“we assure you that we are doing our best to give you a perfect resolution for query and thus it is taking longer than usual time to resolve this issue.
We hope that you will appreciate the fact that we want to give you the best resolution; therefore, we request you to bear with our efforts to serve you better. We will get back to you shortly with an update".

I also had few people calling me from samsung to enquire whether complaint has been attended to, just like that.

I am sure you will appreciate that it was faith in your brand that made me choose samsung while there were brands that cost just about half the price.
Forty thousand nine hundred rupees that i paid is a big sum for a retiree and i had justified it to my family saying it is for a “consumer durable” from a “well-known” brand. Little did i know it is going to breakdown in two years.

For the faith i have reposed on samsung, i surely deserve a favourable consideration.

I want samsung india to arrange free replacement.

I expect an early reply.