My Name is Sainath and I have recently purchased a Samsung Monitor M5. Exactly after two weeks of purchase, the screen is giving a blur screen and it is not working properly. I have raised a ticket with Samsung Customer Care on the 14th. A technician has visited and mentioned that the problem has to be replicated in front of him as screen blur is coming suddenly. He kept the ticket in observation and left from my place. Next day morning, I received the same problem and I showed the same problem to the technician over a Video call as I wanted him to check that virtually. He mentioned that he will give a call back but haven't received any call back until I reached customer care.
In the evening, I had a discussion with the technical department manager Shanmukh and the outcome was not satisfactory. They want this monitor to be placed under observation for a few days to replicate the problem and then they will replace the repaired part.
It's been just two weeks since I purchased this monitor and I don't know why I have to struggle to get the solution. I strongly believe that, a repaired piece / defect piece was sent to me and hence asked for replacement. However Shanmukh mentioned that replacement policy is not there and replacement cannot be given in this case. Also, major thing is, I have to struggle a lot to get the updates as well. Currently, they have taken the montior for observation wherein I dont know how many days I have to wait to get the update and when I try to reach them over mobile they are not responding at all. Is this how the service will be ? I expected better service at least wherein I am not at all getting proper updates also.
I have asked Technician Paparao on the timelines and he asked me to check with Shanmukh. I have called him couple of times and no response and no call back.If they are busy, they can send an update over message or email. I am not sure they are keeping in black box.
I am not satisfied with the behaviour as well as minimum etiquette should be followed when we are discussing with customer.
I want to know the status immediately and I would like to discuss with the L1 manager who can handle this case smoothly. I thought that issue can be resolved by Shanmukh but his communication is also not good. I have all the recordings / call recordings which I can share with you.
To conclude, I am sharing all the pics of the problem . Kindly forward this to L1 escalation manager to get this resolved. Let me know in case if you need any other information . Please arrange call back to explain problem if something is not clear.
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