- Defective Television ^Open

Rinu Reghuthaman filed this complaint against Samsung on Feb 18, 2017

To Whom It May Concern:

I am contacting you after over two months of unsuccesful attempts to resolve my issue with the Samsung company. I purchased a very expensive Samsung tv for * lakh and TenThousand rupees ($**** dollars) less than three years ago for my elderly parents who live in Kerala, India-which has now stopped working. Samsung has admitted to the television having a fault. When I asked what Samsung would do to either repair or replace the television, I was told that my only option was to purchase a new product or pay an additional Rs.**,***.** to repair the defect. Please see email thread below, I have also attached all correspondence from Samsung to this email. I purchased a Samsung because of its reputation for quality and reliability. The fact that this television has stopped working within three years is greatly disappointing. More so the fact that Samsung is not willing to repair or replace the television is even worse. I want every unsuspecting customer to know that purchasing a Samsung product is a RISK and they are unwilling to repair or replace their own defective products. I am now forced to save for another six months to replace my parents gift-I will be sure NOT to purchase Samsung. Please disseminate this warning as widely as possible.
Begin forwarded message:
From: rinu
Subject: Re: URGENT_
Date: February **, **** at **:**:** AM EST
To: sales.enquiry@samsung.com, president@sta.samsung.com, president@sea.samsung.com, Officeofthepresident@sea.samsung.com, ykkim@sea.samsung.com
Cc: partha.ghosh@samsung.com, info@adfactorspr.com, hc.hong@samsung.com To Whom It May Concern:
This correspondence is to serve as a request for action. I am a Samsung customer who is attempting to seek a solution for the company admitted faulty television I purchased less than three years ago. To date I have been dismissed and ignored and am now left without a television as well as the * lakh and TenThousand rupees ($**** dollars) cost of the product. This is my last attempt to resolve this issue internally with the company. Please review the below email thread and the attached for further details. I look forward to hearing back from someone with Samsung that is able to properly assist me with this matter.
Sincerely,
Rinu
<Communication From Samsung to Mr.Rinu
Begin forwarded message:
From: rinu <> Subject: Re: URGENT_RINU
Date: February *, **** at *:**:** AM EST
To: hc.hong@samsung.com
Good day Sir,
I would like to follow up with you on my original correspondence below. From the day I sent you the first email I have been in contact with various Samsung representatives and I believed the issue was finally going to be resolved. Unfortunately the final response I received was very disappointing. After a long dialog about the quality of Samsung products and how Samsung values it customers the email ended with the acknowledgement that the television I have has a “fault” but it is out of warranty and will not be replaced or repaired at Samsung’s expense.
I purchased the television approximately three years ago, is Samsung saying that its products are only good for three years and after that the customer must either purchase a new product or spend another large sum of money to repair the faulty product? I am highly upset and dismayed by the lack of customer support and admittedly poor product quality. The representative admitted that after extensive research by your technical experts that in fact the television has developed a fault, with that I ask-how can Samsung proudly say that I must repair or replace from my pocket?
One of your company values as stated from your website reads “Integrity-Operating in an ethical way is the foundation of our business. Everything we do is guided by a moral compass that ensures fairness, respect for all stakeholders and complete transparency.”
How is this reflecting integrity or good ethics? The reason I purchased this television from Samsung rather than your competitors is not only because of promised quality of its products but also because I read the Values & Philosophy and trusted your company. To be honest Sir, I cannot afford to replace or repair the television, nor did I expect to have to so soon after purchasing. I understand that I am one man in a million of customers, but I humbly ask that you help me repair or replace my television and stand by your company’s statements of good ethics values, and integrity. Thank you again for your time.
Very Respectfully,
Rinu
On Sat, Jan **, **** at **:** AM, Rinu > wrote:
Good day Mr. Hong,
I am contacting you as a last resort, after many unsuccessful attempts to resolve this matter with my local arriving Samsung representatives. The issue is that I purchased a Samsung tv less than three years ago for my parents which has now stopped working. A service representative came to our home and informed us that the LED panel is no longer working, and we cannot replace due to the model being discontinued.
When I asked what Samsung would do to either repair or replace the television, I was told that my only option was to purchase a new product. I purchased a Samsung because of its reputation for quality and realizability. The fact that this television has stopped working within three years is greatly disappointing. More so the fact that Samsung is not willing to repair or replace the television is even worse.
I had to save for quite sometime to purchase this * laks and **,*** rupees, I cannot afford to make this purchase again. It feels as though my money has been stolen from me. I am reaching out to you in hope that you will honor your company's good reputation and resolve this matter for myself and my family.
details:
Below I have provided my previously filed reference number as well as the television model
Reference number-********** Model Number-UA**F****ARLXL Serial Number- MQZG*PCD******P
I took forward to hearing back from you concerning this matter.
Very Respectfully,
Rinu
Begin forwarded message:
From: MEENAKSHI LG <meenakshi.g@partner.samsung.com> Subject: Communication From Samsung to Mr.Rinu
Date: January **, **** at *:**:** AM EST
To: ">
Reply-To: meenakshi.g@partner.samsung.com

Greetings!
This is in regards to the complaint of your Samsung (UA**F****ARLXL), bearing serial # (MQZG*PCD******P).
It is our best endeavor to provide you with impeccable product experience at Samsung. Our products pass through rigorous quality checks which are globally recognized; therefore, Samsung products stand out as best in terms of quality and service of the products.
Having said that, we always believe that our customers are the best judge and may help with improving our products. Therefore, we take every feedback with an assurance of improvement with every passing day.
The feedback shared by you regarding the product quality is appreciated. After an extensive research by our certified technical support engineer, we found that the product has developed a fault during its normal usage.
We understand that you expect a costless or discounted service for the product. We would like to inform you that the date of purchase of your product was (**.**.****) and as such, the same product is out of warranty now. The unit needs to be repaired to rectify the defect reported by yourself.
Keeping customer satisfaction in mind, we are offering a very cost effective repair for your product. The total repair cost for your product is Rs. (Rs.**,***.**).
Thus, to conclude, we would not be able to cater to your request for discounted / free of cost repair.
Nevertheless, we would like to take this opportunity to thank you for your feedback and to give us any other opportunity to serve you.
Please confirm your decision so that the necessary repair work can be carried out in your product.
Regards,
Meenakshi L.G
Senior Executive, Customer Experience
Desk Phone: ***-******** Extn **** (Mon - Fri, **:** AM - **:** PM)
Begin forwarded message:
From: SURESH D <suresh.d@partner.samsung.com>
Subject: Communication from Samsung to Mr.Rinu Date: February **, **** at *:**:** AM EST
To: ">
Reply-To: suresh.d@partner.samsung.com
Dear Mr. Rinu ,
Greetings!
This is in regards to the complaint of your Samsung UA**F****ARLXL, bearing serial # MQZG*PCD******P.
It is our best endeavor to provide you with impeccable product experience at Samsung. Our products pass through rigorous quality checks which are globally recognized; therefore, Samsung products stand out as best in terms of quality and service of the products.
Having said that, we always believe that our customers are the best judge and may help with improving our products.
Therefore, we take every feedback with an assurance of improvement with every passing day.
The feedback shared by you regarding the product quality is appreciated. After an extensive research by our certified technical support engineer, we found that the product has developed a fault during its normal usage. We would like to inform you that the date of purchase of your product was **.**.**** and as such, the same product is out of warranty now. The unit needs to be repaired to rectify the defect reported by yourself.
Keeping customer satisfaction in mind, we are offering a very cost effective repair for your product.
The total estimate to repair your product is Rs.**,***/-, which includes Part replacement with * year part warranty.
As mentioned the part is available , Please confirm your decision so that the necessary repair work can be carried out.
We tried calling you in the given number and your family member shared that you are out of country and hence sending this mail.
Looking forward to hear from you and do share if you have any Indian number available to contact . Alternate you may also reach me during *:** to *:**pm.
Regards,
Suresh.D
Senior Executive, Customer Experience
Desk Phone: ***-******** Extn **** (Mon - Fri, **:** AM - **:** PM)
Begin forwarded message:
From: JUHI R <juhi.r@partner.samsung.com>
Subject: Regarding your Samsung LED TV issue
Date: February **, **** at *:**:** AM EST
To: "> Reply-To: juhi.r@partner.samsung.com

Greetings of the Day!
This is Juhi from Customer Experience.
We sincerely regret the inconvenience caused to you on your dealing with Samsung product.
This is in reference to your email regarding your complaint against Samsung LED TV with Model Number- UA**F****ARLXL and Serial Number- MQZG*PCD******P; we would like to inform you that we have already discussed your issue with the management hence we have provided you the best possible solution i.e. repair on chargeable basis which we have already shared with you.
Please understand that we essentially need to function in conformity to the company’s polices and hence; would not be able to cater to your request for discounted or FOC repair.
We appreciate your support and patience and assure you of our best services always.
Warm Regards,
Juhi
Senior Executive, Customer Experience Samsung India Electronics Pvt. Ltd.

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