| Address: | Patna, Bihar, 800007 |
| Website: | www.samsung.com |
Worst customer service group i ever faced:
I lodged complain about my faulty ac via samsung customer care[protected] and generated product request number [protected] on 23 sept 2018. Service engineer visited my place and reported that compressor of my ac is faulty. Since the faulty part is covered under warranty, he assured me that the part will be replace as soon as possible. After that i called 4 to 5 times to customer care regarding status of my complain and every time i was told that local service centre have raised an order for your faulty ac part and it will be done before 21st day of my complain. Making a false promise without knowing the exact status of the order place by local service centre.
On 22/10/2018 i talked to service supervisor ms. Dilashani chaudhary about my problem and she arranged a conference call with mr. Utsav, manager samsung local service centre (Patna). On the phone mr utsav said that my ac part will be available by 23/10/18 and hence my ac will be repaired by 24/10/2018 evening. I wonder how can a person sitting on such a vital place can tell such kind of white lie.
On 29/10/2018 i again called service supervisor mr. Vishal about my long pending complain, and he was too surprised that the problem is still not resolved. He tried to contact local service centre (Patna) but no one was there to attend the call so he told me that he have forwarded all detail to area service manager and any one from service team will contact me on 30/10/2018 regarding updates on my complain.
Not to my surprise, i didn’t received any call. So, on 31/10/2018 i again called service supervisor mr. Sivam about my long pending complain. He arranged a conference call with mr. Savan from local service centre (Patna) who informed us that my ac part will be available only by 03/11/2018 and on monday 05/11/2018 my complain will be close. Mr. Savan have shared me his personal number so that i can talk directly.
But today 05/11/2018 i lose all hope of my complain redressal as i was informed by mr. Savan that the order for my faulty parts was rejected and a fresh order for the part is created on 04/11/2018. This again seems to me as a complete white lie.
My observations
1. 21 day complain redressal mechanism as claim by samsung came out be a complete lie and a propaganda tool only.
2. Un-professionalism at its best, not a single time i was informed about the current status of my complain. All the time it was me who wasted more than 20 min on phone to get some update about my complain.
3. There is no complain monitoring system working in samsung, if so there is no persons dedicated to this task, if so there no competent person who is handling all this.
4. I will strongly not recommend any samsung product to my near and dear ones.
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