Samsung double door 415 litres double door refrigerator - Compensation for Bad service delayed service misleading communication

A copy of the mail sent to Samsung CEO


Hi,


Our * year old refrigerator wasn't cooling.

*. Registered complaint on wednesday, *th October.
*. Service person came home, checked and said, gas needs to be replaced. Will send someone on Thursday to do so.
*. Thursday: Waited all of Thursday, no one turned up and no communication either.
*. Friday: Called up the local nos from which they'd called on wednesday, repeatedly, but no answer.
*. Finally called helpline, and was told will definitely be sending someone. Stayed put at home as unsure of when person would come. No one came and no communication either

*. Saturday: Waited till ** pm hoping for a call, then called up helpline. Was told person will come by * as per status report. Asked to speak to supervisor, was put on hold for ** minutes and finally forced to disconnect.
*. Nothing by *pm. Called helpline again, got through after *,* attempts through the IVR.
*. Spoke with an executive who was at least extremely empathetic and courteous, and put me thru to the escalation point,Mr. Udit.
*. Udit got Cochin service rep on line on a con call. He says service engineer in some other loc, already has three appointments, cant do more.
Q. So why was there a status report that he would come by * pm. Ans.No idea
Q. What do we do now, when will they come.
Ans(vague): Maybe tomorrow
Q. Isn't tomorrow a Sunday? Ans. Yes

Q. So can u give me a date and time, as to when to expect someone.
Ans. Will get back. (No one has gotten back yet)

Waited all of Sat, but no call back

Sunday: Was amazed he'd send someone on Sunday, but obviously no!

Monday: Began calling helpline from * am. Made at least a dozen calls(pls check), spoke to * , * different people, repeated story again and again.
Finally got a call from Cochin service team. He wanted location details. When I started to ask, is someone coming, disconnected call abruptly.
Called him back, and he says someone will visit one of these days,as a part needs to be replaced, spare not available. Will replace when it comes.
I had to give him a piece of my mind, patience tested beyond a point. 'You never mentioned anything about replacing a part last week. You only talked about refilling gas and made us wait daily. On Saturday u said you would come and didn't, then said engineer busy, already has three appointments. If he had * appts why did u say he would come before * pm. You said you'd call and tell us when the person would come and u didn't. And now u say a part needs to be replaced, and will do it whenever available. Are u making a fool of us?'
He disconnects call abruptly. Calls back after a while, says part has been magically found and engineer will visit.




Customer losses

A. Loss of valuable time: Waiting endlessly for * days, with no clue. Unable to leave home as unsure of when service engineer will come.
B. Financial losses- Unable to leave home for work commitments or other requirements. Loss of business.
C. Basic needs not being met as food getting spoilt. Unable to store anything or feed the family properly. Suffering to kids, family members. Mental stress, physical stress
D. Mental stress, physical stress, time loss: Spending hours on the phone trying to get connected, repeating same story.

Current Status

*. Spent the entire morning with ur team. Feels like im working for Samsung now.
*. Feels like we were being made to run around all this time with all kind of tales, being made a total fool of
*. Not to mention the inconvenience of food getting spoiled.
*. Have lost out on clients these last many days.

Requirement

*. Urgent repair
*. Compensation on loss incurred

No thank you for poor service

Anupama Nambiar


*nd mail


Hi,

The experience with Samsung representatives has been very frustrating and painful. The communication has been misleading and contradictory.
Neither the call center , nor local service persons, or the engineer who just came to fix the problem are taking responsibility for the delay and miscommunication that cost us money, time and stress.
They blame each other, say we don't know anything, we have no idea, we are not involved etc etc.. Its a terrible joke!

At least called the helpline ** times today. Have requested for compensation for delay caused as u need to take responsibility, but no response so far.
Engineer came, fixed issue tool full payment of ****, inclusive of gas refilling, part replacement and service charges. When i talked about compensation, he said he has no knowledge, not his fault, ita someone else.
Clearly there's neither ownership, nor accountability or responsibility in the Samsung team.

Who compensates my time and monetary losses. Why is Samsung not taking responsibility. Why are u sending me mails saying we have received your mail, we are open during....... time. How does that help me??


Thanks but no thanks for extremely pathetic and lousy service and interaction experience.

Im expecting neither a call nor a mail because that cannot be expected from such a lousy company.

Anupama