[Resolved] Samsung India — top load fully automatic washing machine - model:wa62k4200hy/tl

tsm@concomindiain

from Aizawl, Mizoram

Jul 18, 2018

Address: Ranchi, Jharkhand, 834001

Website: www.samsung.com/in/microsite/smart-services

Complaint No. [protected] Dt. 14 July 2018.As per service technician, Mother board needs replacement. Has to come from Bombay (to Ranchi) it will take 15 to 20 days.
1. Does one need 24x7 customer call center, remote assistance, live chat, 10000*+ expert engineers all this to ship a spare part in 20 days?
2. Why cant spares be maintained locally or in a few strategic locations out of the proudly advertised 3000+ service points / 6000+ taluka presence ?a Does it take so long to get some thing from Bombay to Ranchi.
3 In today's world, you can get some thing as small as PCB in a matter of hours from Bombay to Ranchi. Why are the support people such carefree attitude to other's problems?
4. Why there is no provision for escalation pf complaints?

Is this the best one can expect from Samsung in terms of service support?

Mohan

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Aug 21, 2018

Complaint marked as Resolved

Samsung India customer support has been notified about the posted complaint.

Verified Support

Jul 21, 2018

Samsung India Customer Care's response Dear Customer,

Greetings from Samsung.

With the reference of your feedback regarding Samsung product, we sincerely regret the inconvenience caused to you.

We wish to inform you that your complaint is acknowledged and our customer service team would contact you shortly for providing resolution to your complaint.

Thanking and assuring you our best services always.

Best Regards,
Samsung India Electronics Pvt Ltd

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Comments

tsm@concomindiain

from Aizawl, Mizoram

Jul 21, 2018

Dear Sir
Thanks for acknowledgement. The idea of escalating the matter is to get a faster resolution of the complaint - getting the machine fixed faster in this case. Instead we got two calls, one for informing that the customer service executive will call and the other to say that they are looking for the spare part in different service centers ! and will get it by Tuesday or Wednesday. Is it the best Samsung can come up with? I am extremely disappointed to say the least.
Thanks again
Mohan