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.
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