Customer Support: Raise fingers at customers,Fussy. Review on Samsung LED

Product model: Full HD 1080i, LED TV, 22" UA22D5000NR

For all those of you who think SAMSUNG has good customer support, please take this advice before you invest your precious money and time in buying any of its products:

I bought it on 16.07.2011(Saturday).

It is 25.07.2011 today and I’ve not received their installation service. The WORST part of their customer support is that they are very FUSSY, pin-point to customers that customers are at fault rather than the customer support/service engineers.

Sequence of Events:

1. Bought LED TV on 16.07.2011, 11.30 a.m. from Croma Stores, Marathalli, Bangalore. Croma said Samsung will contact me within 48 hours i.e. by 18.07.2011.

   
   




2. On 18.07.2011, Croma contacted me to know if Samsung has delivered the installation service. I said, No.

   
   




3. I wrote a letter to samsung.com/india which was this:

   
   

“Dear Samsung India Customer Care,

I bought Samsung LED TV Full HD 22” UA22D5000NR on 16/7/2011. Till date, I’ve not received any phone calls by installation person from Samsung. The product packing did not have the wall-mounting device. I was informed by the Croma Dealership that Samsung will contact me within 2 days of purchase and they will come home to deliver a wall-mounting device free of cost to me. Please fix a installation this coming Saturday, 23rd July, 2011

Also, I’m curious to know whether this model has Game mode in it. From product’s website, I found that it has; and seeing that only I bought this model. But I do not find this option in the TV’s menu. If it does not have, what would you advice? Any exchange is possible?”

1. I got the following reply:

Dear Customer,

Thank you for patronizing Samsung Product.

I sincerely regret the inconvenience caused to you. With reference to your query, I request you to contact SAMSUNG Customer Contact Center on 30308282 / 1-800-11-0011(Toll free from BSNL and MTNL), and our service specialist will be glad to assist you.

Thanking and assuring you of best services always.

Vikas Kumar

Customer Satisfaction Team - Support.India

1. I got a call from service engineer(from+91-9036779218) on the same day, i.e. 19th.07.2011. He stressed that he would not be available for any installation after 6.00 pm; but I would be on job until 6.00 pm myself. Then I requested him to come on Saturday, 23rd, July, 2011. <- This means that I had received Samsung’s call.

   
   




2. On Saturday I waited for his call. Around 2.30 pm, I called the service engineer(on+91-9036779218). He said that he had called me in the morning and I did not pick up his call. He might have called from a different number because I did not see any missed call from+91-9036779218 in my phone’s log. I asked him why he can’t come now, after all it is only 2.30 pm. Half of the day is left. He said he has other assignments to look at and that he is not carrying the wall-mounting equipment with him since I did not receive his call. I obliged to him.

   
   




3. On the same Saturday, around 2.45 or 2.35 pm, I called the customer support on 080-30308282 in order to arrange for a different service engineer. He apologized and promised me that by the next day(Sunday, 24th July, 2011) an installation guy would render the service before 8.30 pm . I confirmed with him, “Do you work on Sundays really?” He said, “yes”. I remembered that for my Samsung front-end Washing machine, they had actually delivered service on a Sunday. Obviously, I trusted him. He gave the reference number as 8434091886.

   
   




4. On Sunday, 24.07.2011, I waited for the VIP to turn up. No one came. I did not lose my patience still; for I thought may be on Sundays they do not work.

   
   




5. Today(Monday, 25.07.2011), at 9.47 am, I got a call from Samsung+918041262532. I remember I said that I would not be available up to 6.00 pm and if it is possible to deliver service after 6.00 pm. I did not say, at sharp 6.00 pm. He was polite and happily agreed. I also said that it is not the demonstration I’m interested in, but the wall-mount that was not there in the TV’s package.

   
   




6. The same service engineer(from+91-9036779218) called me. He said he has some other appointments after 6.00 pm and he would not be available after that. I told him that a customer executive had called me today morning and promised that he would send the engineer after 6.00 pm. The worst part, I HAD BEEN WAITING FOR MORE THAN A WEEK NOW. He was very stubborn. I said ok, there is no need for you to come. He agreed and said ‘Ok, Sir’.!

   
   




7. Today(Monday, 25.07.2011) I called the customer care again and lost my temper. My question is HOW DOES SAMSUNG KEEP ITS PROMISES? He apologized and promised that a service engineer would call me soon and would deliver the service as per my convenience.

   
   




8. Today(Monday, 25.07.2011, 12:08 pm), I got a call from Samsung(+919538887766). This was the same person who had called me today morning from+918041262532 and not the service engineer. The moment I picked up, these were the things that were pointed at me:

   
   

Samsung to me: Pin-point no. 1

“Excuse me Sir, You said at 6.00 pm sharp to deliver the service. We can’t deliver after 6.00 pm. After 6.00 pm the traffic is huge.”

I was bit stressed, but I said that 6.00 sharp need not necessarily be at 6.00 pm sharp? All I am requesting is the wall-mount and no demo or installation. He again reverted back to ‘heavy traffic’ excuse.

I said, I had been waiting for more than a week.

Samsung to me: Pin-point no. 2

I was again pin-pointed by him: “My service engineer called you on 19th July, but you did not pick up the call”

My Question to Samsung: No. 1

Well, if I had really not received any of Samsung’s call, then how did the following Saturday, 23rd, July, 2011 did I fix up an appointment with the service engineer? I would like to ask this question from SAMSUNG.

I lost my temper and said, I would definitely advertise my review on mouthshut.com and send the link to customer support today. I hung the call. He tried calling me once more, but I did not receive it, for I was busy writing this review!

He pin-pointed this ‘missed call’ incident at least 2 to 3 times and said between 5 – 6 pm if you give time it is ok.

My Question to Samsung: No. 2

Even I could’ve pin-pointed their customer support’s mistake of promising me that the service will be delivered before Sunday, 4.30 pm. Forget the missed calls Dude!

The SUMMARY of this review to you guys is:

1. Do not think that Samsung has good customer support. They’re very fussy, stubborn, defensive and the WORST OF ALL pin-point mistakes at customers without considering their own mistakes.

   
   




2. Samsung LED TVs are not at all good in their perception. At stores, they look good. At home, even if connected with high definition, they have the worst perception. I was so disappointed with the product that I advertised its sale on sulekha.com within 2 days of purchase! BUY SONY guys even if they’re costlier than other brands. You will never regret a SONY product.

   
   

My Question to Samsung: No. 3:

They are pointing at the calls that were missed by me. But I had contacted Samsung so many times:

a.) Email

b.) Service Engineer

c.) Customer Support – 2 times.

1. May be their service quality & response is directly proportionally to the size of LED TVs you buy. I bought a small one(22”) for my playstation. But dear Samsung, I spent so much on Samsung products till date: Rs 27000 on front load w/m, Rs. 14000 for microwave, Rs. 20000 for LED TV, Rs. 5000 for mobile phone. Now, I know my fate.