Samsung India — washing machine

Address:

Bangalore, Karnataka, 560111

Hi,

My customer id is [protected]. The last complaint ref no.[protected].

This is about the pathetic / worst customer care of samsung. I have been getting only lip service that "the matter has been reported to"escalation team"and communicated to"higher ups", but nothing has happened so far. I have had a live chat with samsung on 13th aug. As nothing happened for a week, i sent an email on 20th aug. Till the time of posting this, nothing has happened.

The gist of my communication is given below. Hats off to samsung. May be i will soon take them up in a consumer court for the deficiency in service.

S. Prasad
—
The washing machine has not been working and on complaint, the service engineer informed that the mother board has to be replaced. If you could see the call records, i have replaced the mother boards in the past also and the last one being in dec 2017. Each time, i have spent around rs.6000 for this, apart from paying rs.400 for each visit of your engineer. I cannot afford to spent on replacing the mother board again and again. On 13 aug 18 i had a chat with mr. Basuki nath tiwari who promised that some one senior will call me. As nothing had happened, i again got in touch with your office. Mr. Ajit kumar singh came on chat and promised as above. Till date, no one has called me or visited to set right the problem.

It is a clear case that there is a defect in the washing machine and it is the responsibility of you to set it right. Each time, you cannot expect the customer to pay for the defective part supplied / replaced. It is unacceptable to provide a warranty of just three months for the part replaced and expecting the customer to pay for the defective part.

I hope you will act on it quickly to set things right. I have been patient enough, but looks like samsung is taking the customers for a ride. If the issue is not sorted out immediately, i will have no choice, but to take the re-course as is available to me in law of the land.

The transcript of the chat is enclosed for your ready reference.

Looks like all your customer support is managed by outsourced agencies, who are giving parrot like replies and unable to sort out the grievances.

I have been using other samsung products at home, like tv, fridge, oven, etc. But the functioning of washing machine is pathetic.

I would like to discuss my issue with seniors in your office and would like to let them know the plight of the customers. Please let me have their name, designation and contact details.

Thanks