Samsung India — samsung ac bearing model no. ar18hv5nfwkxna & serial number 0bkipd0f402076k

Address:SUKANTA NAGAR, NEAR POLICE LINE, OPP RAKHAL, PIRTALA, SRIPALLY, 713103

Hi Team,

This is in regards to the complaint of your Samsung Air Condition bearing Model No. AR18HV5NFWKNNA, serial 0BK0PDCF401991F. I had raised the complaint on 16/05/2019 that the outer unit is not working properly. Service number [protected]. Within 15 days of service, the AC again stopped working.

I have bought this premium quality AC (as mentioned by Samsung) by investing a lot of money and not even 3 years o[censored]sage facing repeated problems in its functioning. Every time the engineer visits charges no less than Rs 700 and even before investigating the issue suggests changing parts worth NOT LESS THAN Rs 8000. Whenever we have challenged him to always did some workaround and the AC temporarily started working.

I have again raised a complaint on 08/06/2019, service number [protected]. The service centre executive mentioned that not to worry and the "Senior Engineer" will visit premises today to sort out the issue. Today morning the service centre in charge (named Sanjay) informed me that the request is raised under incorrect category and cannot be serviced under it is raised under the correct category. I again contacted the service centre chat service and they mentioned that it is raised under the correct category and they have intimated to send a "Senior Engineer"

Complaint Points:

Why your premium product which goes under quality check stops working in just 3 years?
Why there is tremendous miscommunication between your chat service and the service centre?
Why every time the engineer who visits asks to change parts which is ideally not required? Do they have any commission based on changing parts which are not even 3 years old?
Why the engineer (Nizam) filled gas to sort out the issue last month and billed me a lump sum amount, however, he did not even show me what is the exact amount he filled? Do your engineers work like this?
Why even after highlighting the incident on 06/08/2019 and getting a confirmation from the chat executive to get a senior engineer the service centre in-charge told me today morning that he cannot send any senior engineer? He even mentioned that he is DOING A FAVOUR TO ME by sending an engineer?
Is Samsung doing a favour to their customers by giving service to their faulty products? Why every year I have to raise a complaint to the highest level to get the issue sorted? Last year same time I had escalated to the higher level for this pathetic service from your service centre?
Solutions I require:
I need this product to be replaced as I am so bloody frustrated contacting your persons and getting a rude reply from Service centre head (Sanjay) and inefficient senior engineer (Nizam). I have been a loyal customer of Samsung and never thought to invest Rs 50K+ in a faulty product.
If that is not possible please send the team of best engineers available in my state (West Bengal). I am irritated with the monopoly services I received from the lone service centre available in my location
Being a Senior citizen, getting repeatedly harassed by Samsung and its executives I have all rights to raise this in consumer forum and sue your company for not providing adequate service and JUST DOING A FAVOUR.

I will look forward to an immediate response from your end and if that is not possible from your end please connect me to your CEO to get "ANOTHER FAVOUR". I hope at least he will be able to value his company's reputation.

I have already reached out to you thrice from the company portal "write to CEO" page. However, never got a chance to speak to you directly.
From your desk, I have spoken to Deepika Chauhan, Sushma and 1 more guy who did nothing apart from giving scripted assurances which are of no use to me
Swarti did try to help me however, she also stopped communicating when we complained about duplicate parts being provided in the name of Samsung.
His manager Naren Singh reached out to me 2 days back and promised to sort out the issue by yesterday. As obvious, no response from his end till date and pretty evident how irresponsible he is in his task.
From the beginning, I have marked The service head and the president in my mail communication. I think they are dormant and never check even escalation mail.
Burdwan Service center is one of the worst I have faced till now. Sanjay, Nizam, Dipankar, Giyasuddin, and Bumba are the most inefficient and abusive person Samsung has recruited,

Regards,
Suprateem Dutta
[protected]
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Samsung India customer support has been notified about the posted complaint.
Verified Support
Jun 25, 2019
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
Jul 09, 2019
Updated by Suprateem Dutta
**THIS MAIL IS FOR NAREN SINGH, SWARTI SINGH, ALL CEO DESK EXECUTIVES and H C HONG**

***WHOEVER HANDLES THIS ESCALATION AND CALLS ME PLEASE MAKE SURE TO PATCH SHIKHA'S SUPERVISOR IN THE CALL. I JUST WANT TO KNOW WHAT PRIORITY ACTION SHE HAS TAKEN THAT

I DO NOT EVEN GET A RESPONSE/RESOLUTION IN 48 HOURS??***

Dear All,

As per last week's discussion with Naren and Swarti I feel Samsung is least bothered to resolve the issue. Anyways I am used to the regular unprofessional approach

towards the escalation from all of the customer support team. This is the 4th time I am mailing to the unprofessional CEO.

1st Intimation - July 4th - Handled by Swati (CEO Desk) - No resolution

2nd Intimation - July 5th - No Response - No Resolution

3rd Intimation - July 8th - Handled by Shikha (CEO Desk) - No resolution

4th Intimation - July 10th - Awaiting response and resolution

CAN ANYONE IN THE ENTIRE SAMSUNG UNIVERSE LET ME KNOW WHAT THE HELL THIS SAMSUNG CEO DESK IS FOR? IS IT JUST TO GIVE FALSE CONSOLATION AND HARASSMENT TO A CUSTOMER??

IS YOUR ### CEO SO DUMB THAT HE CANNOT EVEN RESPOND TO THE ONGOING ESCALATION IN 6 WEEKS OF TIME?? DOES YOUR ESCALATION DEPARTMENT HAVE THE AUTHORITY TO IGNORE

YOUR MESSAGES IN CASE IF IT IS GETTING FORWARDED TO THEM??

After wasting 6 weeks of time with the most inefficient team of Samsung, I am formally informing that I will be registering a case against Samsung tomorrow and its

management for bluffing customer (Section 370), improper service and cheating customer (Section 420), deceiving customer (Section 415) and fraudulent service (Section

390). You all will receive a legal notice from my advocate and will be asked to show cause for this continuous improper service LEADING to the harassment of a loyal

customer.

As I have repeatedly mentioned my frustration you all have turned a deaf ear to the issue and instead of sorting the issue tried to give me a FAVOUR for your fault (by

giving minimal refund of the invoice value). Do you think Samsung customers are beggars and wait to get a refund for purchasing the company's faulty product? As a VERY

VERY LAST OPTION to redeem yourself getting into the legal mess as discussed I am giving you all the last options to choose from.

1. Replace the entire AC with a new one as there is no point for me to have an AC in my home whose part has "disappeared" from the world. This is an absolute "USE AND

THROW" Chinese product with value that of garbage. So take back your "premium" AC and install an AC of similar value whose parts will be available in the near future

(at least 5-10 years)

2. I can give consent to change the condenser with alternate parts available as Naren and entire Samsung CUSTOMER CARE mentioned that the original part matching the

exact size is not available. I will not be paying a single penny for this alternate part as the engineer will have to "forcibly" fit the part by beating and deforming

with a hammer. Also, I need a written consent that Samsung will provide me a lifetime free service (engineer charge + any parts charge) for ANY future problem with

this AC unit.

3. If the above mentioned the two options are not possible as mentioned by Swarti the very last option I can opt for is 50% refund on the invoice value and just 5

times free service on your "USE AND THROW" premium machine. This free service should include no engineer visit charges, gas filling charges and no charges on any part

replacement which I belive will not be available globally anyways.

You just have today to choose which option you want to agree and provide written consent for that. As Naren and Swarti mentioned that he has limited authority so I

want the person with unlimited authority to look into this and reply to me immediately in case if you want to settle this outside court affair.

Regards,
Suprateem Dutta
[protected]
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