[Resolved]  Samsung India — samsung washing machine - pathetic after sales service

Address:

411038

I purchased samsung top load fully automatic washing machine (Wa62m4300hp) on 24/09/2017 from reliance digital (Near mhatre bridge, pune). The machine was delivered on 25/09 and a sloppy demo by the reliance person was given around 27/09.

When we started using the machine, we found some problem with water level. I raised a complaint with reliance on 30/09. There was no response from them inspite of following up reliance cc for 2-3 days. Finally i called up samsung cc and raised the complaint. They sent a technician on 03/10/2017 to check the problem. He told it was a water sensor issue and he submitted his report to the service centre.

I decided that the machine need to be replaced as a faulty one was sold to me. The fault was already there when the machine was delivered. This means that the product was not tested properly and there could be other faults waiting to crop up.

I called up samsung cc and requested them for a replacement instead of repair. The cc person said somebody from service centre will get in touch with me. I waited for a couple of days and again called up the cc. Eventually after a couple of followups with the cc somebody from service centre called up. I again re-iterated that the machine should be replaced and not repaired. He told that he will send the replacement request to head office for approval which will take 7-10 days.

I called up the cc on 16/10 to know the status. She said that my request for replacement has been approved the head office and somebody will get in touch with me soon. Nobody did!

I again called up cc on 19/10 and requested to talk to some senior. So, mr. Vivek varma, 1st level supervisor, got on line. He had a different thing to tell! He said that the machine cannot be replaced as per the warranty clause. I again had to repeat the whole story and insisted for replacement. He said he has no clue of the approval from head office and whether any request was sent to head office for approval. Finally after some deliberation he said that some other senior person will get in touch with me. Nobody did!

Samsung and reliance are just big names with lousy & pathetic services they provide. They're least botheed about customer's plight once the product is sold. I hope somebody is listening!