Hello team,
Hope someone at samsung is hearing about the way the samsung is supporting their customers now a days. I am writing this to every samsung higher management email address that i got on google. Not sure, if i get someone contact me on this.
I am surprised to see how samsung is showing unwillingness to help the the customers for the biggest mistake that one has done purchasing the complete home appliances.
Samsung is really torturing the customer to get the support under warranty. This is the second time i am writing this email after reaching the channel "[protected]@sea. Samsung.com" and now after talking to this channel, i felt samsung should really feel sorry about how they are supporting the customer.. Very dissapointing... After reaching this channel, i have really felt of making a biggest mistake of my life purchasing samsung. It made me so frustrated and at this moment, i just want to dump the [censored] i purchased at any nearest samsung showroom and give a big clappp on samsung for providing the greatest support ever.
Yes, you heard me right.. I have experienced the worst customer support ever by any support in the market even after escalating to the head office india. And if someone read this with customer's shoes should also accept the fact, how i have been tortured in the name of support by every person i have talked to till now.
The headoffice escalation point has given me an offer now which is not called as a offer, for repairing my monitor higher than the price i purchased. (Which it should be covered under warranty)
Interestingly, your samsung employee (Escalation point at headoffice), does know the price i purchased the product and what is the current price of the product in the market? And giving me a discount price to repair which is 2k indian rupees higher than the price i purchased, which in-fact it should be repaired free of cost under warranty.
I was told, the quality team has made a thorough check of looking at the picture that the service engineer who has visited my place had taken while monitor is on and they now decided that this is a physical damage. Great quality team of samsung.
I asked the lady at headoffice to have a look at the pics when the monitor was off and then confirm if there is any physical damage, this is was never looked till this time. The below is the pic and highlighted is the place where it has the internal damage.
Without turned on:
Inline image
With powered on:
Inline image
I wan to put this again, the quality team has just checked the above pic and confirmed that that is a physical damage which is not. The picture will definitely give that impression, but it is actually damaged from inside.
If you look the picture when powered off, you will see the physical appearance of the monitor is not having any scratch or breakage on the panel. How this is is confirmed as a physical damage?
I am also attaching the high definition photos and also the video of the appearance.
I was expecting someone at this level should be the voice of the customer talking to quality team, service center to understand what offer we can make to the customer. The repair quote was 15k indian rupees and now they give me a great discount offer of 14711/- indian rupees. Great!! Super great... A discount of 221 indian rupees.
Samsung just decided not to provide the free of cost support as this is a big cost and can push it on customer to make money. Cheap... Very cheap...
I now challenge samsung to visit my place and prove me wrong by making the similar internal damage without breaking anything physically from outside panel. If this can happen, i'll agree that samsung quality is so delicate and cheap that it can damage anything inside without physical damage and i'll go quite and will keep away from samsung and spread this word to friends and family.
Samsung now claim that, this is happened due to false handling of monitor from customer, which was kept a side and handled with extensive case and used only when connecting to my laptop through hdmi. Is samsung products so sensitive, it can damage internally with this kind o[censored]se..???
I now demand samsung to prove me wrong and also compensate the level of torture and frustration i had to go through to get the support under warranty.
I also demand samsung my right to get my monitor repaired free of cost. Because, this is not a physical damage at all. If samsung can prove this is a physical damage, i will agree and say sorry and i will keep my word unlike samsung..
The case history goes as below:
I have purchased a samsung curved monitor 27' on 18th nov, 2018 and now 10 days ago the monitor got a internal damage (Not a physical damage)
I have raised a service support ticket # [protected] to fix this as the monitor is still under warranty.
On 14th of oct, i have someone from service centre visited my place @ india bangalore and checked the damage and confirmed that this is not a physical damage and should cover under warranty and also asked to get the purchase documents ready to check the purchase date.
On 15th of oct, i have received a sms mentioned as below:
"dear customer, your service order [protected] part has been ordered, engineer will re-visit in 3 to 5 days"
Please note: till now my product was in warranty and service engineer was supposed to come to my place and repair / fix the monitor free of cost.
I have contacted the support again on 18th oct, as there was no update from samsung. So one of the support engineer has informed that the part will be deliver date is 18th oct and the service tech will come to your place tomorrow (19 oct, 2019) and repair the monitor free of cost.
And, i have waited all day on 19th and no one visited, so called the support again and the support engineer has mentioned that the service centre is now closed and as sunday (20th oct, 2019) is a holiday and the engineer will visit on monday (21 oct, 2019) early hours.
No one called me, so i have to callback the support again on 21 oct, 2019 and explained the complete story again and talked to the floor supervisor 'prashanth' and he has told that he will be talking to the service centre and i would receive a call back in 10 minutes. This never happened.
I waited for the call and let go.
I waited for the call again on 22nd oct, as no one contacted me, i called the support gain, and explained the complete story to the engineer and had me connect to the floor supervisor "mukesh" and he told me that he will callback the service centre and have them callback on 30 minutes, this again never happened and no one contacted me the whole day.
And then, i have called back the support again on 23rd oct, and explained the complete story and talked to floor supervisor "indrajeet" and he was able to contact the service centre and had "area service supervisor" call me in the afternoon and she has kindly checked my case and told that the part is order and still not received and will be delivered latest by thursday (24th oct, 2019) and will arrange an engineer to visit your place on 25th oct, 2019 and have it repaired.
I was so happy that this is going to end soon.
But, the great twist in the story... Ta da... The service area supervisor by name "aruna" called me today (24th oct, 2019) and mentioned that part is received and asked me below question.
"did the service engineer mentioned you about the quote of the price involved to replace the screen panel on the monitor?"
I asked her, what quote?.. She replied that i have seen the pictures of the damage and it is not covered under warranty.
I have said, that this is not a physical damage as the service engineer who visited my place has already confirmed and on the receipt during the visit, he mentioned that "internal damage" and it will be replaced free of cost.
She said, looking at the pictures, it is a physical damage and it is a cost involved, if you are not agreeing to the cost, we cannot repair and said she will send back this request to support and asked me to contact samsung support bluntly.
Now, i called the support and they mentioned that the repair request is now "cancelled" that i have refused to pay the cost involved to repair and hence cancelling the request.
I would like to ask few questions nowt to samsung.
Why was the part ordered at first place, if this is not covered under warranty?
Why did i receive a sms from samsung mentioning that the service engineer will visit my place in 3 to 5 days to repair the monitor?
Why there is no quote and the out of warranty information mentioned anytime during my call nor the case?
How can a area service manager decide and cancel the repair request by only checking the pics, while the service engineer has already visited my place and confirmed that this is not a physical damage?
Why did this information came only at the last minute after 13 days since the service request was raised? And cancelled the visit of the engineer to fix my monitor.
I now came to know that the quote is 15k indian rupees to repair the monitor.
Funniest part is, i have purchased this monitor for 12k indian rupees an 10 months ago. And the current price of this monitor online is 11k.
I lost any hope in sumsung now. Anyways, i am at loss. I would love to see samsung's approach in this case, so that i can spread this to atleast my friends and families to make them know how they will get the support from samsung under warranty.
I lost any hope this will be fixed.
I wonder, how samsung is sustaining in the market with this kind of support. If someone is really seeing this, please explain.
Note, being received very good support in the past, i have purchased my complete home appliances of samsung in my new home and i am now so worried about the support i receive on them until the warranty expires.
I am still hoping some one from samsung understand the level of disappointment i have faced with the support (Mostly from the service center end and all other channels) to fix my monitor costing less than other appliances i purchased.
I am not sure, if someone has real time to read this complete email, but if you are reading this until, hope to hear some positive approach to this and fix this.
Thank you
Regards
Prashanth burugula
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