Apr 30, 2014 05:08 PM
15166 Views
I am not sure about complaint number but the phone number is 4172378876. My model number is RS21HNTPN which is supposed to be a "high end product".
First complaint was logged on 21st or 22nd April. A technician from Samsung attended the call and determined it to be an issue related to gas leak and faulty relay(not sure how he reached that conclusion).
He forwarded the call to a local service center for resolution and an engineer from there came next day and fixed relay and refill gas.
On same evening, I realized that problem isn't fixed and called guy from local service center. He suggested me to observe for a day and log complaint again if issue persist as further diagnosis will be done by senior engineer as product involved is a "high end product".
I did that next day and what happened next was total chaos. Customer care forwarded request to same local service center, same engineer visited my place and again told me that it need to be checked by senior engineer. I called customer care again next day and same thing happened again? Just that this time local service center called me up before sending their engineer and finally told me that they are declining the request as this need to be attended by senior engineer.
I waited, waited and waited but didn't get call from Samsung, senior engineer or anyone else. At last, I called up customer care again and demanded to talk to a senior person there. After waiting for 20 minutes(I am a reasonable person and can understand that delay), I was connected to a senior person. He called up few folks and ultimately arranged for a visit of senior engineer after 2 days.
On 28th of April, senior engineer from Samsung visited my place and this happens to be same guy who had attended the call first time. This time he concluded that compressor had gone bad(imagine compressor of a so called "high end product" couldn't complete 3 yrs) and need to be replaced. Again I am not sure how he determined that and why he wasn't able to reach this conclusion first time he checked device.
However, he said that he will forward the details appropriately and get compressor replaced as it is still under warranty. Today on 30th April, almost 3 days have passed and I am still waiting for compressor to be replaced and bring my refrigerator back to life.
I have serious concerns over products and after sales service offered by Samsung. First of all, why should a premium and expensive product like this develop such a snag in short span of two years or so? Isn't that premium product are meant to be premium in all aspects including quality or is it that Samsung's definition of premium is just higher price range and quality isn't a consideration? My last refrigerator worked for me for 15 yrs without even a single glitch.
Secondly, why Samsung is selling these so called premium and high end product to customer when they don't have technical service staff to back up such products?
Lastly, what about customer experience and delight? Is Samsung really concerned about these or are these term kind of alien to them?
