Nov 15, 2013 02:19 AM
84864 Views
I had booked new Samsung LED TV 101.6 cm F7500 series from Omega Electronics( Samsung Plaza) Borivali West on 16 September 2013 via invoice reference 4218. The sales and contact person from this store was Mr Santosh. He promised me the delivery of the TV by 28-29 September 2013 due to availability of stock issue with Samsung. I was promised that the delivery of the TV will be done on the promised date.
The actual delivery of the TV was done on 2 Oct 2013 after several follow up from our end. The technician visited our house for installation and wall mounting on 4 October 2013. During the technician visit itself, we noted issue with TV restarting automatically on connection of external hard drive. We reported this matter to technician immediately and formal compliant( complaint no 8421999115) was lodged with the technician who after doing necessary procedures with his technical team confirmed that the motherboard of the TB unit was faulty. We insisted for replacement of TV itself as it was newly delivered piece and we did not expected Brand like Samsung and after spending INR 1 lacs can deliver a faulty product.
The Samsung technician asked for some time to complete the necessary formalities to proceed with the replacement request. We followed up this matter with both Omega Electronics and Samsung customer care and finally after spending significant time following up on this matter, we were assured on 17 October 2013 for replacement of TV units within 7 days. The samsung representative visited our home and got necessary forms signed off and took cancelled cheque from us around same time to complete the replacement process. Since then we have been waiting for the TV replacement to be completed.
Every day we spent time following with Samsung customer care for status and resolution of our complaint. It has been almost a month since replacement of our TV was promised and this matter is not closed. Isn't this entire episode disgusting? and does Samsung and its people are shameless enough to put their customer to such a hardship? In fact now Samsung team is trying to persuade us to close this matter by accepting repairing of the TV unit. I am completed frustrated with this matter and have learnt how petty Samsung Brand is who does not fulfill it promise, deliver faulty product to customer and harasses customer even if it is Samsung fault in delivering defective product.
If you guys have some self-esteem and still have some humanity at your heart, please expedite the resolution of my complaint and replace my defective TV with new TV immediately. I am not interested in settling this matter other than new replacement TV provided or full invoice amount refunded to me. If there are further delays in this matter, I am willing to go extra mile to consumer court to make sure you do not take customer for ride as in my case. Await your response!
Response from samsung as of 14 Nov 2013( not sure how much addn time Samsung team wants to get their act together)
Dear Mr. Amit Daji,
Good Afternoon,
This is xxx, Customer Experience.
First we would like to apologies you for the inconveniences caused to you.
Thank you for showing interest in our Brand Samsung and contacting our CEO’s Office.
With reference of the trial mail and telephonic conversation with you, we have noted down your concern of TV.
We request you to give some more time regarding the same so that we would be able to provide you the best of our services.
We request you to bear with us till then.
If in case you feel any problem please contact us.
We appreciate your patience and assure you of our best services always.
With Best Regards,
xxxx
Senior Executive - Customer Experience
Samsung India Electronics Pvt. Ltd
