Samsung — Issue with replacement of my TV Neo QLED 55"

I bought Neo QLED TV 55 inch on 8th Jan 2022 and installation done for the same on 10th Jan 2022. We identified the issue of frame detachment in the centre of the lower panel and raised a complaint with Samsung India within 18-20 hours of installation. Two samsung authorized technicians Mr. Ashok and Mr. Srinivas came to my residence on 11th Jan 2022 and saw the problem. At first place I told them that I need a replacement of the product as it has manufacturing fault. Technician Mr. Ashok said that he needs to check the issue if something is internal and can be fixed at site. Since he is authorised samsung technician, he needs to check and send the report for further action on replacement process. I agreed and allowed him to check the same. He opened the TV cabinet and found that panel was detached because of some issue inside and it was not in the right shape inside. He said that he will try to fix the same and if it doesn't work then it should go for replacement as it has manufacturing fault. He fixed the problem somehow and then hanged my tv on the panel again. I checked it and found that cabinets were not fixed properly and asked him to fix the same. Again he took the tv out of the wooden panel and fixed the panel. Now the detachment issue was fixed somehow by the technician but I was not confident as I saw that my premium tv was opened in front of me within 24 hours of Installation and all the parts were removed. Again while cleaning the screen panel samsung technician only showed me the thin line which was present there on the screen post these steps.
Below action taken so far from samsung customer care team and management.

1- Closed my first ticket mentioning that My TV issue was attended by third party vendor. No customer will call third party vendor for checking the issue at first step. So samsung team tried to blame the customer at first step itself.
2- Raised multiple complaints again by calling samsung Customer Care but all the request got closed saying that it's a customer misuse case.
3. Later we found some management people at ground level who gave false reasoning to blame the customer only and dragged this issue for long without providing any concrete solution.
4. After this I got a call from Samsung management to pay 65000 INR for the replacement of panel which is costing 70000 INR and confirmed that samsung will only pay 5000 INR to fix this problem. Entire Samsung management tried manipulating me to resolve this issue and at the end this solution they are giving to their valued customers.
Please note that I have raised a replacement request not service request and same should go to right direction.
I am not at all happy with entire process which I have gone through for my TV replacement and posting this information here so that it can be attended by Samsung India higher authorities. I hope that you actually work on customer values which your team always claim in all the calls.
#samsung #samsungindia #samsungelectronics
Was this information helpful?
No (0)
Yes (0)
Samsung India customer support has been notified about the posted complaint.
Feb 23, 2022
Updated by Satyendra Shanti Tiwari
What support you have notified can you please explain the same here. It was not a support which you have given but tried to manipulate and blame the customer. Is this how a brand like samsung provides the solution to customer.
Verified Support
Mar 07, 2022
Samsung India Customer Care's response
Dear Customer,

Greetings from Samsung.

With the reference of your feedback regarding Samsung product, we request you to kindly share the mobile number and email address along with the reference ID given by customer care.

Thanking and assuring you our best services always.

Thanks & Regards,
Customer Experience Team
Samsung India Electronics Pvt Ltd
Mar 16, 2022
Updated by Satyendra Shanti Tiwari
[protected]
[protected]@gmail.com
You go and check with my mobile number. Lot of tickets opened and closed with your comfort without providing any solution.
Kindly go through the entire history and then provide your commentry on the same.
It's been almost 2 months and no solution. Only calls and discussions, trying to manipulate customer and claiming that you value your customers. If your entire management treats their customers like this then it's a shame on your entire brand. You need to revisit all your policies again.
Mar 23, 2022
Updated by Satyendra Shanti Tiwari
Dear Samsung Team,

May I know how much time it is going to take to provide the replacement of my product which has manufacturing defect. I got a call from your team and again they are pushing me to accept 5000 Rs. as compensation and remaining amount to be borne by me. Please note that I have raised a replacement request not service request because your product was having manufacturing defect which was checked by your authorised technician Mr. Ashok and he confirmed that product will get replaced.
Now your entire management has created multiple stories so far and tried manipulating me.
Kindly go and check and revert me back with new story again because I don't have trust now in your service.
It's been long and there is no resolution.
 
Add a Comment

Post your Comment

    I want to submit Complaint Positive Review Neutral Comment
    code
    By clicking Submit you agree to our Terms of Use
    Submit
    Samsung India
    customer care contacts
    Customer satisfaction rating Customer satisfaction rating is a complex algorithm that helps our users determine how good a company is at responding and resolving complaints by granting from 1 to 5 stars for each complaint and then ultimately combining them all for an overall score.
    Read more
    61%
    Complaints
    18897
    Pending
    0
    Resolved
    11183
    Samsung India Phone
    +91 89 3993 9899 [Customer Care]
    +91 12 4488 2122 [Head Office]
    +91 98 3502 2547 [The Mobile Villa]
    Samsung India Address
    2nd, 3rd & 4th Floor, Tower C, Vipul Tech Square, Old Golf Road, Sector-43, Gurgaon, Haryana, India - 122002
    View all Samsung India contact information