[Resolved]  Samsung — front loading washing machine — not functioning

Address:

Chennai, Tamil Nadu, 600116

I have placed initial complaint with ref. No. [protected] on 12-dec-19. The complaint was placed only after consultation with your customer support. An engineer visited on 13-dec-19 and said that "the front door was malfunctioned because of detergent and needs to be replaced. The cost will be shared by way of call". There was no call received until 16-dec-19, but received a message that the said reference number "was cancelled due to estimate not approved".

By gods sake, how can the ticket be closed without calling the customer? Called the customer support on 17-dec-19; the call was transferred to escalation team (Mr. Prasad). Had explained everything in detailed and he has arranged for a con-call with service team. He has arranged for a fresh visit and raised a fresh ticket with ref. No. [protected] on 14-dec-19. An engineer visited my home only on 19-dec-19, that too after raising my voice with ms. Sangeetha. He had said the same issue and said that it will take 2 days for replacement of the door. Again on 22-dec-19 i have received a message that the said service order has been cancelled with the same reason.

I am just wondering, is your service team trying to fool us?

Do they even know the meaning of customer service? Or understand the concept of tat for any calls placed?

I still don't know if this email reaches someone who is really feels the pain of customers like me.

Need an appropriate response for my complaint.