Samsung — Pathetic service and support

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3113, Second floor, Huda plots , Sector 57

Hi Team,
This is just not acceptable.
I have been talking to each one of you in a very professional way.
Now just give me a justification for the below mentioned points. If you are not able to share the details for the person who can.

I purchased a refrigerator from Sargam electronics with an Extended warranty and also paid cartridge charges. which was 75000 + 8138 + 1200 = 84, 338 /-. Now tell me when I have spent the amount of Rs 84, 338 why would I agree to take a refund for just 75000 Rs when your product just does not work for even a month. Secondly as you yourself have mentioned that your service engineer have said that the product is non-repairable. "Our Service Engineer in consultation with Technical Experts has reviewed your complaint thoroughly and they have concluded that the product has been rendered non-repairable." So how come this is the fault of the customer if the products that you are selling for such high prices are not even working for 30 days. As you said on the call that you can not get the product replaced as you do not have it available in stock so why was this not told to me at the time of purchase that we will not be able to replace the device if any issue occurs. At the time of purchase it was clearly informed by your Authorized center that the product will be replaced if the issue is not resolved. Please clarify if the company has stopped manufacturing the same product then your company and your partners should not make false promises with the customers regarding replacement. It's been almost 2 months now since the time the issue started happening and there is just no resolution till now.
The solution that i am okay to discuss is as below. Get the product replaced If the product is no longer in stock would require a replacement with the same features or higher. Get me a DD shared for the total amount of 84, 338/- i.e. Eighty Four Thousand Three Hundred Thirty Eight Rupees.
Need a revert on this ASAP as you and your company have already delayed this a lot.
Also please confirm if you do not have the rights to approve the same please share contact details for your seniors who can.
Also attaching the invoice copy and other documents.

Regards

Sushant Kalra
[protected]

On Tue, Aug 31, 2021 at 6:55 PM Sathish D wrote:
Dear Mr. Shiefalika Saini,
Greetings of the day!
This refers to your complaint for your refrigerator model RS72R5011SL/TL, bearing serial no 0U2C4ADR300945V.
Our Service Engineer in consultation with Technical Experts has reviewed your complaint thoroughly and they have concluded that the product has been rendered non-repairable.
Samsung keeps the fact in mind that the customers have utilized the product till such time it was not beyond repair and thus give the adjusted value as a refund on goodwill basis keeping customer satisfaction in mind; therefore, a full refund is beyond possibility.
As such, we would like to offer you 100% refund via coupon Or DD, on the invoice value of your product after deducting the necessary depreciation.
We value your relationship with Samsung and assure you of our best services.
Dear Mr. SHIEFALIKA SAINI, Greetings of the day ! This is in regards to the complaint of your Samsung product via call . We would like to inform you that we tried contacting you on the available number [protected] around 05:55pm and we were unable to establish the connection as the number is ringing no response. Please let us know your convenient time or any other alternate number for us to reach, so that we can get in touch with you for further discussion on this case.You may also reach us back via email sathish.[protected]@partner.samsung.com We value your relationship with Samsung and assure you of our best services. [protected]@gmail.com6:04 PM (1 hour ago) to sathish.1 Please call now as i was in a meeting.

Thanks Sushant Kalra
On 31-Aug-2021, at 5:59 PM, Sathish D wrote:

Dear Mr. SHIEFALIKA SAINI, Greetings of the day ! This is in regards to the complaint of your Samsung product via call . We would like to inform you that we tried contacting you on the available number [protected] around 05:55pm and we were unable to establish the connection as the number is ringing no response. Please let us know your convenient time or any other alternate number for us to reach, so that we can get in touch with you for further discussion on this case.You may also reach us back via email sathish.[protected]@partner.samsung.com We value your relationship with Samsung and assure you of our best services.



Counselor answerDear Customer, Greetings from Samsung! We have acknowledged your concern and apologize for the inconvenience caused to you. We would like to inform you that we have highlighted your case with our relevant team. We assure you that our relevant team member will contact you as soon as possible. Kindly wait for the response from them. You are our valued customer and we appreciate your patience in this regard. Your reference number is [protected]. Warm Regards, Wasim RajaSamsung India Electronics Pvt. Ltd. Disclaimer: All materials on this site are protected by copyright and intellectual property laws and are the property of Samsung India Electronics Pvt. Ltd. unless stated otherwise; you may access and download the materials located on www.samsung.com/in only for personal, non-commercial use. Your questionHi sathish,
This is in reference to the conversation we had over the call. Please share the product details for replacement so that I can check the same.

Do you have a questionor need support?Go Samsung SupportCounselor answerDear Sir/Mam, Greetings from Samsung! We have acknowledged your concern and sincerely apologize for the inconvenience caused to you.We would like to inform you that we have highlighted your case with our relevant team. We assure you that our relevant team member will contact you as soon as possible. Kindly wait for the response from them. You are our valued customer and we appreciate your patience in this regard. Your reference number is [protected]. Warm Regards, safiyaSamsung India Electronics Pvt. Ltd. Disclaimer: All materials on this site are protected by copyright and intellectual property laws and are the property of Samsung India Electronics Pvt. Ltd. unless stated otherwise; you may access and download the materials located on www.samsung.com/in only for personal, non-commercial use. Your questionHi Team this is getting really disappointing now.
If i do not get a solution within next 24 hours will take this up with consumer court and share this complete conversation over social media so that everyone knows that how good is Samsung’s customer support. Pathetic is a very small word for this kind of service.
Thanks Sushant Kalra
On 27-Aug-2021, at 11:18 AM, [protected]@gmail.com wrote:

Hi Team,
Received this email on 23rd stating that will get an update soon but I again got the call with same statements which were of no help.
This is really getting very upsetting and annoying now.Request for an immediate solution now as I do not want things to be done the other way around.

Thanks Sushant Kalra
On 23-Aug-2021, at 5:58 PM, Sujith S wrote:

Dear Mr. SHIEFALIKA SAINI, This is in regards to the complaint of your Samsung (RS72R5011SL/TL) Serial # 0U2C4ADR300945VWe are working on it. Please bear with us. Will update you soon. [protected] Original Message [protected]Sender : [protected]@gmail.com Date :[protected]:58 (GMT+9)Title : Re: Communication from Samsung-Contact Sharing Hi team, Is anyone even looking at this or just the automated replies are being sent. Their is no point of assuring that you will get back to me and then not even replying over email. How much more irresponsible the team can be and such poor customer support and service. Really just pathetic. Let me get this to social media now and consumer forums.
Thanks Sushant Kalra
On 22-Aug-2021, at 3:55 PM, [protected]@gmail.com wrote:

Hi team, Its been more than 72 hours and been more than 10 days now that I have raised a complaint still I have got no update how else do you guys want me to ask for the same. @sujith you said you will keep me posted but I also do not see any revert or update from your end as well.

Thanks Sushant Kalra
On 20-Aug-2021, at 10:05 PM, [protected]@gmail.com wrote:

Can I please get a revert on this ?

Thanks Sushant Kalra
On 20-Aug-2021, at 10:57 AM, [protected]@gmail.com wrote:

Hi Sujith, Till when can I expect an update on the same.

Thanks Sushant Kalra
On 19-Aug-2021, at 4:13 PM, [protected]@gmail.com wrote:

Hi team, PFA the required docs.
Thanks Sushant Kalra
On 19-Aug-2021, at 4:02 PM, Sujith S wrote:

Dear Mr. SHIEFALIKA SAINI, This is in regards to the complaint of your Samsung (RS72R5011SL/TL) Serial # 0U2C4ADR300945VReferring to the telephonic discussion, I have been assigned to handle your concern with priority.
I have shared my email ID for your reference.
I shall keep you updated on further progress.Kindly share the following documents:1. Purchase Invoice Copy.
Content FeedbackIn order to improve service experience, we'd like to ask you a few questions. Would you join in a short survey?Q1: How satisfied were you with this content? Very Satisfied SatisfiedSomewhat Satisfied DissatisfiedVery DissatisfiedQ2: Tell us what you think. What could we have done to answer your question better?To answer, click here Privacy l LegalCopyright[protected] SAMSUNG All rights reserved.Thanks Sushant Kalra
On 30-Aug-2021, at 2:12 PM, Sathish D wrote:

Dear Mr. SHIEFALIKA SAINI, Greetings! Referring to our telephonic discussion, I have been assigned to handle your concern with priority. I have shared my email ID for your reference.
I shall keep you updated on further progress.