customer care not giving importance
Complaint
k.k.choudhury
Country: India
Dear Sir,
My wife purchased a Samsung Air conditioner-2.0split unit M/S Royal plaza c/osamsung Digital Plaza,Guwahati on 22.5.09.For the last 10days the Air conditioner is not properly working.We complained to customer care and after lot of persuation a technician having mobile no 9508560785 came to our residence opened the air conditioner split unit and said that servicing would be required for which we would have to pay.My wife requested to do the servicing and informed him that necessary payment would be made.He than informed my wife that, it wouldnot be possible for him to do it alone and he would come the next day to complete the same.He even didn't assemble the unit properly.Thereafter he did not report for next three days and till writing this message to you.Before writing this message to you I tried to contact the aforesaid technician in his mobile no.but he did not respond.I than contacted the customer care who said that there was no complain lodged against our AC.Hence, it looked something astonishing to me because had there been no complain from our end why did the aforesaid technician visited us.Sir, I am really confused, as being a eldery person I cannot mischievous act with any person.At the most I can say good bye to your product for ever.But I am keeping a last hope on the highest body of the SAMSUNG to look into my complain immediately.
k.k.choudhury
17-Kedar road,Guwahati,Assam
My wife purchased a Samsung Air conditioner-2.0split unit M/S Royal plaza c/osamsung Digital Plaza,Guwahati on 22.5.09.For the last 10days the Air conditioner is not properly working.We complained to customer care and after lot of persuation a technician having mobile no 9508560785 came to our residence opened the air conditioner split unit and said that servicing would be required for which we would have to pay.My wife requested to do the servicing and informed him that necessary payment would be made.He than informed my wife that, it wouldnot be possible for him to do it alone and he would come the next day to complete the same.He even didn't assemble the unit properly.Thereafter he did not report for next three days and till writing this message to you.Before writing this message to you I tried to contact the aforesaid technician in his mobile no.but he did not respond.I than contacted the customer care who said that there was no complain lodged against our AC.Hence, it looked something astonishing to me because had there been no complain from our end why did the aforesaid technician visited us.Sir, I am really confused, as being a eldery person I cannot mischievous act with any person.At the most I can say good bye to your product for ever.But I am keeping a last hope on the highest body of the SAMSUNG to look into my complain immediately.
k.k.choudhury
17-Kedar road,Guwahati,Assam
Comments
I purchased a Samsung Air conditioner Split unit Model No AS183UGDN2011 from Maruti Electronics at Maneja Crossing Makarpura Vadodara (Gujarat) on 23 Mar 2011. Last year the air conditioner had some problem in cooling system. Since I was away on posting at Embassy of India Kabul Afghanistan, my wife contacted the service center in Vadodara and the rectification was carried out by refilling the compressor and the amount was charged Rs 4800/- though the compressor is warranty for five years.
Similar problem has once again come up and luckily this time I am available at home so I lodged a complaint to Samsung customer care at Vadodara (Complain No is 8443945506) and the service center sent their engineers and took the compressor to their service center on 20 May 13 and asked me to be ready to pay another Rs 4500/- approx.
I am an Air Force officer and we have very good friendly network across the country and whenever we go for buy some thing we generally seek and share our opinion about the product and its after sales service response. Can you hope that by selling such a horrible product, which gets problem every year, to me you are entitled to my favourable opinion?
What I want to tell you in a nut shell that if I am an Air Force person and I am not dedicated to my duty than definitely I won't be able to save my motherland at the time of requirement, the same case is with you people, if you can't safeguard the interest of your company which is bread provider to you, you are simply cheating your company and don't acquire morale to be in the world's one of the most reputed company. If you provide such a poor after sales service with an intention to cheat your valued customer than definitely one day you will have to close down your all product units in the country. So I will suggest, awake now because better late than never, and get me a replaced product as it is the opinion of my friend circle that sometimes the dealer might have supplied a defective product to me. I don't know how will you protect the reputation of your company from valued customers. Find an amicable way to safeguard the most vested interest of your bread provider company and try to satisfy your customers. Tell your local Customer care to provide me the rates of authorised refilling charges too. The best way to win your lost customer is to provide replacement of the defective air conditioner. If I don't get a positive response than certainly you are going to loose many more aspiring customers as well as I will move the issue in Consumer court too.
Yours valued customer
AK Pathak
Tele: 08306493119
Dear sir,
With reference to my complaint above , I got a call from MD office (Mr Ashok) at Gurgaon (Near New Delhi) and I myself spoke to Samsung Customer care at Vadodara (Mr Vijay) and Samsung Regional Boss (Mr Sunil Dutt) managing office from Surat (Gujarat)on 23 May 13. Everybody is trying to pacify my anger and trying to find out a short term settlement of my grievances. I wanted to know whether anybody in the organisation is capable to say me apologetic word and can assure me that within next few hours your defective product will be replaced without any additional charges, thus they could not only have satisfied an aggrieved customer i.e. me but for the long term business interest they could have made me a strong campaigner for their product. I could than recommend samsung product to anyone known to me with great assurance that please go for it, company will lookafter after sales service with great care and in case of recurring problem even they will provide replacement for it but alas! they are thinking at micro level and only trying to satisfy me with refunding the extra charges taken by their representative last year. I least bother for Rs 2000/- or 5000/- because I know this air conditioner will give similar problem within a year time again than what they will do and what I will do - shall I make myself ready to pay Rs 2500/- again and so on every year (this money will increase manyfolds once the compressor covers 5 years warranty period). If I would have been the boss I would have given instant decision to my down the line management that please replace the product and set an example for caring our valued customer in the best possible way and thus I could have won the lost customer and converted him into the best campaigner for the company. If anyone responsible and holding the decision making capacity in the company please go through my desired solution and act.
Thanks
Yours valued customer
AK Pathak
Mob: 0091 8306493119