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I have logged service request on 15th may for my refrigerator and it is still pending after 17 days. Multiple engineer visits. No escalation matrix, no support from customer care. Engineers are also not trained on products. Engineers are just passing balls. Its pcb issue... Gas issue.. Pcb issue... Gas issue... Pcb issue... Gas issue... And still going on.
Series of visit is as below:
15th may: engineer visit and confirmed pcb is ok and it is to be gas issue and told then engineer will visit on 16th may morning.
16th may: i kept following it up with samsung customer care but left with only one answer that we will get back to you with in 24 to 48 hours.
17th may: engineer visit and confirmed it is to be pcb issue so engineer will come again on 18th to get pcb replaced.
18th may: no response even after multiple follow ups with samsung customer care.
19th may: no response even after multiple follow ups with samsung customer care.
20th may: no response even after multiple follow ups with samsung customer care. I mailed to samsung ceo's desk.
21st may: response from samsung ho came and they followed up with service center and assured me to get it resolved asap.
22nd may: engineer visited and confirmed it is not to be pcb issue but gas issue and confirmed that engineer will visit on 23rd may.
23rd may: no response
24th may: engineer visited and confirmed again it is not be gas issue but pcb issue. Means it is all happening like playing football.
Anyhow he tried to replace pcb and then he realized that pcb he brought is not compatible means he was not even aware that what model he is getting repaired and what will be the compatible parts. He told me that he will come back on 25th may with right model pcb.
25th may: i was being told by samsung head office that pcb ordered and will get replaced by 26th may.
26th may: engineer visited and told me that refrigerator seems to be fine so keep it under observation.
27th may: i called again as it was not working properly.
28th may: weekly off for engineer.
29th may: pcb finally got replaced but in night we realized that the issue is still there.
30th may: engineer visited and replaced new pcb with old pcb and told that engineer will visit again for gas issue.
31st may: no response. Frustrated and i am feeling no hope and stop following it up.
1st june: got call from support center and they are adamant to provide support between 10 am to 6 pm... Means i have taken 7 half days till and they expect their customers continues to take half days and also pay their engineers for testing lab...
Means everybody can see that samsung engineers are only passing ball from one engineer to another with no idea regarding fault and providing no solution. I was being provided by landline contact details of a lady in samsung head office to follow up but i i tried 25 times on 30th may on his number by my all calls went unanswered.
I am really felt my self to be cheated and now i am really afraid from going with samsung product in future...
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