Order ID : [protected]
Complaint Ref. No. : [protected], [protected]
I ordered the product online from Samsung website. Product got delivered on: Thursday, 27th Jan, 2022 at 2.30 PM
I asked installation to be kept on 29th Jan, 2022 in evening as I stay occupied with work at office. I was assigned an Engineer but he didn''t come at all. Then, after many calls, I got a call on Monday 31st Jan, 2022 in afternoon that the engineer is coming for installation. I had to get keys sent along with a staff so that installation could take place. On the same evening at around 9.30 PM the product stop working. I raised the complaint with the customer care and they said that a person will come on 1st Feb, 2022. Some other Engineer showed up in evening to check the product and was not able to fix it. Now, he is saying that he may come on some other day and then again try to fix it. He stated that he will have to open the product and then put some other mother board/spare and see if that works. I am not comfortable with this. It''s not guaranteed if that will fix the issue for good and does not assure that I will not have some issue in the future. It''s better if I get a replacement for this product at the earliest. I contacted the customer care again and they transferred my call 4 times ahead to 4 different people. After staying on hold for several minutes, I was informed that I will have to wait again and the case is open and it may take some time. Customer care asked me not to allow the service engineer to open the product and on the other hand local Samsung service team which came to install and to re-check the product are saying that t''s best if the product gets replaced or else they will have to manually open it and see what they can do. My groceries got spoiled, my time is still getting wasted in addition to mental frustration due to this.
No one is providing exact resolution to this and no one is even confirming me what should I do next. All they say is that I may have to wait but no tentative period is informed to me and I do not get any of their callbacks regarding the issue. Now, the regional service centre is not even picking my calls.
What should I do ? I have recorded the calls which I had with the customer care and also had staff made a video o[censored]nboxing the refridgerator.
My Instagram handle is @bharat_._thakur and contact numbers are [protected], [protected]. Some senior official who holds some decision making power and is well aware about resolution to such cases should get in touch with me at the earliest.
Looking forward to a quick resolution to this.
Regards
Bharat Thakur
AGM (Administration & HR), Sai Engineering Foundation, Shimla
Co-Founder, Woodays Resort, Kufri
COO, The White Haven, Shimla
Founder, Wired Darwin
http://saiengineeringfoundation.com
https://www.woodaysresorts.com
www.wireddarwin.com
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