May 06, 2010 12:37 PM
18542 Views
I am the unfortunate owner of a Samsung refrigerator (RT25M, Sorry for selecting a wrong category while posting this because MouthShut does not allow any other category) and to my ill luck I realized it is not functioning on the 1st of May. 1st of May being a holiday and 2nd of May being a Sunday I was only able to inform the Samsung India call center of this on the morning of 3rd of May (Complaint Number 8405593947). I was given an assurance that my problem would be attended to by 8.30 pm the very same day. I must say I was impressed and happy I had chosen Samsung. But after this it was all downhill.
Today it is the 6th of May and all I have in my hand is a non-functional refrigerator, umpteen assurances by the Samsung India Call Center executives and their team leaders that my complaint will be attended to by the end of 3rd May, 4th May, 5th May , generic email replies to my complaints made by email and posted on the space provided in the Samsung India website, a huge telephone bill (as the Samsung India call center number is an STD number for me - the toll free number doesnt work for me as I belong to the larger portion of the population which doesnt have a BSNL or MTNL connection and the wait for a Samsung India Call Center executive to be available has sometimes been as high as 30 minutes), and lastly rotting vegetables and fruits.
I have in the last few days come to the following realizations:
- The maximum you can expect when you lodge a complaint with the Samsung India Call Center is an assurance of service and a dream of actual service.- Samsung India Call Center executives consider handling customer calls as unofficial work. After making umpteen calls and receiving no service I started asking to speak to someone senior on the floor and I was repeatedly told in multiple calls that the team leaders are in a meeting about some 'official' matter!- There is absolutely no sense of ownership in the Samsung India Call Center team leaders. On the 4th of May at 6.30 pm I spoke with a team leader (he was supposed to call me up but after a long wait and no call I had to place a call for the nth time) and he assured me he would speak to people at the Service Center and get back to me in half an hour; when I did not receive any call till 7.10pm I called again and I was told he had left for the day!!- Escalating complaints to the only email ID provided or through the space provided in the Samsung India website is only a waste of time as all that you get is a generic reply stating "We apologize for the inconvenience....and we have forwarded this to the relevant department".
I end this post with the hope that someday in the near future my complaint will be attended to..
