[Resolved]  Samsung India — refrigerator service

Address:Indore, Madhya Pradesh, 452009

1. 2nd Jan 2020 I raised a complaint to samsung customer service center on toll free number.
2. Executive visited on 3rd Jan and provided inspection regarding two parts as faulty which is causing issue and told that it will take 5 days time to get them from warehourse, we provided confirmation.
3. 9th Jan part has been replaced and engineer asked to keep refreegerator off for 1 days which seems to be very wiered to me that time also, he charged 1703 that include service charge + cost of two parts.
4. Later without getting our consent engineer closed the serivce call.
5. Till 12th Jan Sunday, issue not resolved, we call back to customer serice again regarding the same issue on 13th Jan, they informed us that initial serive request has been closed now new will open and engineer will visit again by eod of 13th maximum by 8:00 PM.
6. We waited till 8 PM but no one turned in, on 14th we call again regarding the same issue, now customer service executive informed us, one part is pending & we are waiting for part to come by 20th, so service & repair will be done by 20th only not before.
7. Our concern was without on 13th Jan to 14th Jan, no one visited to see the issue what we reported after replacing the parts, how some one can order other part without visiting & inspecting the issue.
8. Customer service center executive was not in position that what was the part ordered or pending to come?
9. Till 15th evening when no one turned in to look for issue, we raised a complaint to service head India informing the entire situation.
10. 16th Jan we got a call from service head assigned executive saying that they have investigated the issues and confirmed one PCB was pending in order which will be delivered & repaired by 20th Jan.
11. We raised concern that no one taken consent from us regarding the PCB then how could you order it without visiting or inspecting it.
12. On 17th Jan, service head executive called us & appologies for all the issues and said we are looking into it and get back to you with best possible solution.
13. on 19th Jan, we received call again from service head india office, they informed us that one product specification engineer along with assistant will visit my home to inspect the current situation. I asked them to give me in writing who gonna visit along with their emp ID.
14. On 20th Jan, I got a call from them saying that in our locality (Indore), product specification engineer is not available so we will be sending engineer from local customer service center to inspect the issue.
15. on 21st Jan, engineer visited and found that parts which was replaced originally is not there, only one part out of two part found in refrigerator while we were billed for 2 parts.
16. Overall I could say - Samsung customer service third party authorized vendor are not reliable, they dont update the system correctly, they charge additional, they replace the part which is not required, after doing the service they close the call without taking customer consent, once payment done & close the call still they do not listen the issue of customer for which they already charged, ... I am very frustrated, disappointing, fraud experience with Samsung authorized service center of Indore. This might lead to not going with Samsung product altogether or not going with Samsung service any more.
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Feb 23, 2020
Complaint marked as Resolved 
Samsung India customer support has been notified about the posted complaint.
Verified Support
Jan 23, 2020
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
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