Hi,

I had purchased a Samsung washing machine last year. It was a semi-automatic machine.

The complaint BP number is: 8409448141.

The first time I had registered the complaint was on 29 Aug'2009. Nobody ever turned
up and the next time when I had registered the same complaint again, they told me
that the service engineer said he has already resolved the issue. But to my sheer
bad luck no engineer had turned up till then. I registered a complaint again on 3rd
Sep'2009 regarding the same. And still no engineer turned up. Finally, on 9th
Sep'2009, I had to call and talk to the senior managers out there in Samsung and not
the customer care executives. The supervisor out there made me talk to the servicing
department on a conference call. The guy there told me that my issue has already
been looked into (which wasn't the case). The way these service dept people talk is
very irritating. However, without any further arguments, I told them that at least
send an engineer now after all this mess. Finally, on 9th Sep itself, an engineer
turned up. After reaching there at first he started giving me all the crap reasons
that I by mistake came to your neighbors place and resolved their issue with their
washing machine. I was horrified to know that it was me who had complained for an
issue with my washing machine and the engineer comes and rectifies my neighbor's
washing machine issue instead. But I was patient enough not to delay it any further
and asked the guy to plz look into the issue. After 5 minutes of his precious time,
he concluded that there was some problem with the spinning tub and he'll get the
necessary machine parts the very next day. I asked him 10 times whether he's sure
he'll be coming the next day, and he had committed for sure to come. I felt a bit
relaxed that at least my problem is being looked into. However, again, thanks to my
bad luck, he didn't came the next day. And nobody ever has come up or called me up
till today, i.e., 14th Sep'2009. I called up the customer care and had a word with
Mr. Abhishek Chauhan (Supervisor / TL for home appliances), and he listened to me
very patiently. But the moment he made a conference call to the Service Dept,
everything started to spill out. The people out there, Mr. Mishra and Mr. Gupta were
very bad at talking to the customers. They had nothing else to do expect to argue
with their pitch being very loud. Even the supervisor (Mr Chauhan) asked them to
talk properly but they were very very far away from all the aspects of a customer
care executive (i.e. the words humble, polite, understanding, a good listener) were
missing from their tone n speech.

Finally, when all my patience and time was been wasted, I was forced into writing it
to the higher levels. And I won't hesitate even to write even to the consumer court
or the various public blogs too.

I'd now request you guys to look into this matter otherwise I wont buying a new
washing machine and starting it up from the beginning.


Regards,
Rishab Jain
9312756702