[Resolved]  Samsung India — fully automatic machine

This is complaint i have written to the samsung ceo.

Hello samsung ceo,

This is to bring to your notice about my samsung fully automatic machine which was taken for servicing on 4th april 2019 to your service center and the case is still pending at high level.

Let me provide you little background on the case.in the month of january 2019 is the first time the samsung took my machine for servicing as there was some noise issue, during that time they did a complete diagnosis of the machine and came out with the list of parts to be replaced and i agreed with them and paid around rs.3000 for the washing machine service. The day when they delivered the machine to my place and while checking we heard a very weird noise in the machine and it was never there before and informed the engineer who has come to deliver the machine and he said since there are new parts replaced in your machine it would take sometime for the parts to get set with the machine and gradually the noise will reduce. Since he is a engineer and specialist with machine technologies i agreed with him and said will wait and watch. But i noticed the noise was increasing day by day rather getting reduced so i called up service center engineers and they always said wait for few more days and things will be fine. But that never happened so i had to escalate the call to service center lead and he said i need to raise a call with samsung customer care which i did. After the call was raised the engineer came and said we need to take back your machine to service center to have a proper diagnosis. I agreed with them and took the machine to service on 4th april 2019. Now after the diagnosis they informed me that there is some more parts need to be replaced and that would cost rs.4000/- i said why should i bear that cost for no mistake of mine. Samsung took the machine for the first and they didn't do the service properly and which cost the other problems in the machine. So i had to escalate the call back to the supervisors.
I made numerous call to service center to samsung customer care and everytime they would say i would get a call back which never happened. After me being strict on the call they had no other option to connect the call to your supervisor ms. Pooja jain. She went through my case and gave a call back after 3 days (Suppose to be 24 hours sla) and said we can give you the discount of rs.1200/- i said to her madam samsung has taken 40 days to provide such unsatisfactory solution. Infact i had gone through so much of pain without washing machine for last 40 days instead of providing compensation you are penalizing me. I asked her to please have a check with your higher authority to look into the case and provide a satisfactory solution to the customer. I never got a call back again from samsung and i have been reaching samsung customer care and they say i will get a call back.

Requesting you to please look into the case and understand my pain.
Hope to get a satisfactory solution and compensation.

Unsatisfied and dejected customer,
Pankaj kumar

Note :
Case nos [protected] / [protected]
Date machine was taken to service center - 4th april 2019