Jan 02, 2017 11:00 AM
2980 Views
Dear All,
I write this email with utmost pain and a sense of helplessness and the treatment meted out by the so called office of the CEO where we can register our complaints. I initially thought that this customer support where can write it to the CEO's desk was one of its kind. But I had a very sorrowful and pathetic experience with Samsung and its service centre for a product- Samsung Galaxy ON NXT which I purchased paying Rs.19,000.00. I bought this product in India and according to the instructions, once we register the phone using the Indian SIM we can use it in any part of the world. Hence, I did the same, used it for a day and sent it to my brother abroad. To my shock, the product was unsuccessful in recognising the local SIM abroad, and my brother could not use it. I contacted the Samsung CEO help desk hoping that they would be prompt in delivering the service since after the failure of their Note 7 (or whatever the product was) and huge losses, and that they would take customer's complaint very seriously. I was wrong, SAMSUNG nor their EMPLOYEES SIMPLY DO NOT CARE. I told them repeatedly that it is the fault of their and not mine. I even told them to arrange service at the Samsung's service centre abroad which they declined upfront and said that this was not possible. PATHETIC!!! I then kept emailing them, spoke to their senior who just said that they can't really help since the device was abroad and that they would need the device in India to provide any resolution. How fair is that? Their fault, failure of their product and I had to bear the cost for bringing the phone via courier to India. I kept insisting them to pay for it but they WERE RUDE, ADAMANT and with a DON'T GIVE A DAMN ATTITUDE towards the customer. I, in fact said them that I would want to return the phone, give me the refund, yet THEY DENIED. I really did not want to use their product. BUT THEY PLAYED GAME AND I WAS HELPLESS IN THEIR HANDS. They would never respond to the email chain. Every team member of the Samsung CEO help desk were united in their approach and even their emails were copied and had exact the same message, and I COULD FEEL THAT THEY WERE TRYING TO PROVE A POINT TO ME, TO MAKE ME FEEL INTIMIDATED, and yes they were successful. This is my hard earned money which I get after a month's very hard work and sacrifices. `
Now, I had couriered the phone back to India, and I asked those morons what if the phone I give it in service centre and then again it does not work in my brother's home country. They say and I quote (I HAVE SOUND RECORDINGS, CHAT SNAPSHOTS OF ALL THE INTERACTIONS WITH THEM, EXCEPT ON TWO OCCASIONS) AND THE QUOTE IS "SIR, IF THE PROBLEM PERSIST AGAIN YOU SHOULD AGAIN GET THE PHONE BACK TO INDIA". They were totally playing around with me. I was helpless because they simply do not have any mechanism to check or keep a tab on them, they are "the" BOSSES.
I am left with a phone which is totally useless to me. I hope that anyone reading it avoid BUYING SAMSUNG products. My curses to all the customer service representative and for the first time in my life, I WISH THEM THE WORST OF HEALTH and SADNESS and AWESOME CAREERS TO NOT ENJOY WITH THEM.
