Jul 18, 2008 02:53 PM
11613 Views
I write to you with extreme disappointment, product and service complaint.We had purchased a 1.5 tonne window a/c about two years, which had persistently given trouble for around 10 months. After many futile exercises in calling your helpline people, and availing an extended warranty (online-3 months), I had called up your corporate office.
Two senior service managers from your Kolkata branch had personally met me, given me a choice of either changing my set, or extending the service for the same period that my a/c had remained defective.Believing in the ethos that service is more crucial that product defects, I had chosen not to have the set changed and continue with the extended service.I have been proved wrong-service standards have remained at the same, abysmal levels, the a/c still has the same burning smell coming out of it periodically.I still call Samsung service-lately its taking them more than 72 hours to attend a call.
My perspective: I would request you to go thru the BP no. records firsthand, and ascertain the number of times I have called up for the same problem past two years. In the past 2 years, I have NOT been able to use my a/c for more than 6 months.Is this what warranty, service, product uniformity & benchmarking all about !!!! Consistency in service delivery is the hallmark of every large corporate-why is it that inspite of investing so much in CRM/support, the ground level support quality of SAMSUNG so poor, that it takes 1 year to resolve, albeit temporarily, a technical problem. The technicians of your service franchise, SIMA Service, are extremely illtrained, and poor at fault diagnosis.To compound this problem, they appear more interested in telling clients that they do private calls also, at half the rate. When all these issues were pointed out to your Sr Service managers, all they could offer was a knee-jerk reaction, and a blanket assurance that things would change overnight.Or I could change my set.Actually, nothing changed. Why should I, as a loyal SAMSUNG customer, pay the price for incompetent service.I can understand poor product quality, as an aberration, but not consistently pathetic service.Past 2 years, I have only used this a/c for 6-8 months. Mr Zutshi, I would ask you and your service team to introspect on these points, and do a thorough inquiry. Its my belief that a dissatisfied, but loyal, customer is an invaluable tool for soul-searching, and coming out with solutions which are permanent in nature.And pls do this without involving your local Kolkata managers, they sound surprisingly defensive and protective about your service franchise's. Introspection, is in order.............. Regards, --------------------------------------------------------------------------
Ashit Narain
Kolkata
91 98300 06010
