Samsung India — poor quality, no accountability and high latency and turnaround time

1 Review
 s_wardhan on Mar 6, 2018
Dear sir, ma'am,

This is to bring to your attention the poor quality demonstrated by our samsung side by side fridge. Samsung was always our favorite brand and that was the reason we went blindly for samsung fridge. However, very soon it was brought to our disappointment with the latency and no accountability behavior demonstrated by samsung personnel. I had registered case on 20th mar'18 and since then we have been calling one after another personnel in samsung starting from workshop engineer, service center head, ceo desk and samsung head office gurgaon. Every group has taken its own sweet time to revert. Strangely i have been tired of explaining my story to every person and the response i could get was 'we will get back to you'.
People from same group never called back perhaps because they had no resolution. I was requesting for back up fridge which i guess is very fair ask considering i possess 585 litre fridge from apparently premium brand like samsung. I hope any sane person would understand how much pain it is to keep things of such huge fridge outside. Samsung strangely says it does not have any such policy to provide back up fridge as well.
Some of the key personnel’s in samsung whom i interacted with and never did their due review of the case adequately were - ruhi (Ceo helpdesk), devender (Workshop head), pradeep kumar yadav (Gurgaon office).

To my surprise, these folks could not help much besides saying hello and bye.
They were very insensitive to the problem i am facing and every time i asked for the escalation desk number, mr pradeep claimed to be the head of india and denied to provide any further escalation number.
Furthermore, mr pradeep was quite relaxed throughout, absolutely insensitive to the problems we are facing and took sweet time to respond. Upon multiple follow ups, he mentioned on 1st mar'18 that fridge is irreparable. And then he went for long holi vacation.
He is never on his desk (Ph 6180800, ext 1587) and he is also not ready to provide any alternative number. I have left numerous voice mail messages on his desk to look for an update.
I am really disheartened and upset by the insensitiveness displayed by samsung personnels at every stage. Today, mr. Pradeep on 6th mar'18 called up and said considering special case - samsung would refund rs.4634.

My question to samsung is - is that what we buy samsung product for. I feel absolutely harassed and helpless and more then that upset. There is no samsung escalation desk number and mr. Pradeep claims to be the head of india. If i ask his next review manager, he mentions it's no one and he is the end of it. So is he the blind end?

I feel completely unheard and harassed.

Have put on twitter and facebook but samsung seem to not bother. Looks like completely arrogant and indifferent attitude by samsung.

I wish someone senior and sane person in samsung leadership reviews the case and understand what's going on.

My name is shweta and i can be reached at [protected]/[protected].


Complaint Status

[Mar 06, 2018] Samsung India customer support has been notified about the posted complaint.
Verified Support
Samsung India Customer Care's response, Mar 07, 2018
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
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    +91 89 3993 9899 [Customer Care]
    +91 12 4488 2122 [Head Office]
    +91 12 4488 1234 [Head Office]
    2nd, 3rd & 4th Floor, Tower C, Vipul Tech Square, Old Golf Road, Sector-43, Gurgaon, Haryana, India - 122002
    Samsung India - poor quality, no accountability and high latency and turnaround time