Samsung — SAMSUNG W.M F/A FRONT LOADING WF 600BOBKWQ on dated 02.06.2013 Bill No. CWH-1999

Dear Mr. B D Park, Managing Director Samsung India, Dear Sir, Greetings from ISB Hyderabad! First of all, I would like to thank you about your personal views on customer Centricity. I am writing this email with prodigious discomfort about my own experience with your call centre employee/ officers and service centre at Hyderabad. I would like to bring to your notice that I brought a washing machine model: SAMSUNG W.M F/A FRONT LOADING WF 600BOBKWQ on dated 02.06.2013 Bill No. CWH-1999, Branch- Kondapur-4005, Cust Code- KND16678 and paid total Rs 30, 500.00. 1- On dated 5th June, 2013 I called to this number[protected] and told that there is some problem in washing machine reason it was not working, the technician came and told that it was a minor problem but need not worry. My wife told me that, if there is a problem, then why do you not change this new washing machine, I told same to the technician, but he was able to convenience me that the problem will not occur in future 2- December 2013, problem again occurs, I called to the technician and he did the work and promise me that now there will be no problem 3- January 2015, problem again occurs, I called the technician and he changed power backup of the machine 4- March 2015, problem again occurs, I called the technician and he made some changes in the machine 5- June 1, 2015, problem again occurs, I called the technician and he told me that there is a major problem, why don’t you call Samsung customer care and change your washing machine because your machine is still in warranty. 6- I called customer care and explain everything on 2nd June, 2015. 7- June 3, 2015 I again called and explain my case, she promised me that hold the line. I was put on hold for 35 minutes, after that team leader spoke to me and told that I am going to discuss this matter on priority to my senior. 8- June 4, 2015, I again called and I was put on hold for 25 minutes, after a couple of minutes, she told me that sorry Sir, yesterday my colleague forgot to write an email to senior. You have to wait till 4:00 pm 9- June 5, 2015, I again called and I was put on hold for 20 minutes and got a response that we will forward your complain to the senior officer in Noida 10- June 5, 2015, I got a call from Mr Kulvinder from Noida; sorry to say, but the way he spoke to me, I was surprised that how can be he employed in the Samsung company. He doesn’t have an attitude that how talks to the customer. 11- He told me that I am the boss of the company and you are free to go to Consumer Court or write emails to my CeO, nothing will happen. This is my final decision and you will not get a replacement of your washing machine whether manufacturing or technical fault. I am waiting your response before going to take further action. Please feel free to ask me for any assistance from ISB. Best regards, Ajay Singh, PhD & Post Doctoral Centre for Executive Education Indian School of Business, Hyderabad - 500 032, India Ph: +[protected] Fax: +[protected] Mobile: 91 [protected] www.isb.edu