Hi

Manager
Service centre/Fulfilment dept.


From:-
Manoj Kumar Shitole
S003, 2nd floor, Shivashankari Pearls, 2nd cross, Udayanagar, Near Uttrahalli main road, Bangalore -560061.
Ph:-9731398284

Sub:- Replacement and complaint on Defective washing machine on Model no:-WA88TPMEH/XY---S.No:- W066ZCPA00790X.

The product was purchased dated 26/11/2007 and that was installed by the customer service executive and he explained all the instructions on how to use the product. Initially the machine was working fine and suddenly after 4-5 months it started malfunctioning were the residues of the clothes were getting deposited on the clothes which made look the clothes dirtier instead of having cleaned it. It made us wash the clothes with the hands to remove that dirt again and most of the dark clothes were spoiled due to this fault as it created white spots that were visible even after hand wash and that were in no state to wear them.

We ignored initially because as we thought it may be the problem with the water or it might be we did not operate the way we were instructed and this continued for a while after we did everything that were told us to do on the manual and none of the things worked. Then after 6-7 months or so I started giving call to the customer service and they were putting me through the technical dept for solving the problem and they used to give us the basic instructions that we can do to resolve the issue and that also didn’t help resolve the issue and then the case was referred to the service dept.

Lot of engineer visited at that point of time and did all possible things that they can to solve the problem and at last they decided to take to the service centre for checking and the first time they took was 8/10/2008 and after a 1-2 weeks they came back saying there is no problem with the machine and now it is rectified and when we checked still the issue was not resolved the residues were still getting deposited.

This kept on happening for almost three times were engineer visits and then puts the case be taken to the service centre and below were the dates were they were taken and returned back as stated below. One day I made their technician wait until I washed and showed him the residues that were getting deposited. The Engineer name was Raghu (Ph:-9739791122).

4/11/2008..
01/12/2008
31/01/2009


After all this the issue was not rectified and the case was referred to the product engineer and he visited and told that the machine should be replaced and wanted all the warranty documents and the bill to be sent. As I was having the bill but since it was computer generated bill from Big Bazaar and the invoice no and amount were not visible and when I argued that I have the warranty detail still they said that they need the invoice bill and they cannot complete the case without it. I took the pain to go and get the duplicate invoice from Big Bazaar and handed over to them and that took almost 2 months.

After me submitting the invoice document and warranty details they said it will take 4 weeks for the replacement to be done and after 4 weeks there was no trace of any call from Samsung and then I started calling the customer service centre and thank god that I had the product engineer number with me that I did follow-up and he gave the BTM layout number to get in touch for the status and told to contact Babu or Vilas
(ph:-9243191620)(08066595000). When I called them they said they have system problem and the data for some customer have been erased and we are rectifying to retrieve the data and it will take some time to get this issue resolved .. This some time took almost 2 months to get back to me.

After lot of follow-ups, I had a call from the service help desk by name Prashant and he told me that we don’t have the same model number for replacement and we will give you a higher end model and the difference amount will be paid by you and he also told me that since the washing machine was with you for long time the depreciation amount will also should be paid with the difference amount which I denied saying it is unfair and illegal on the consumer to be penalised after me going with lot of hassle and trouble to get a replacement and he argued saying I cannot do anything as it is a management decision and I said give me the contact number of the higher level management and I will get in-touch with them and he said I don’t have any, you again have to go the customer service and get this resolved and he disconnected.

From Aug again I started giving call to the customer service on (08030308282) 12/8/2009, complaint no is 8409002014. Every time I give a call to know the status of the call back that I was supposed to receive from the service department they say I will get it done by today evening and still I haven’t received any call and this is going on for almost 2 months now and I have spoken to so many customer service executives.

I am so frustrated with the service; Samsung has given me from the past 1.5 years. Now I need a replacement and compensation of costliest clothes and time I have invested to resolve this issue. Below are the complaint numbers that I have gathered in these months.

8407729569
8409002014

If I don’t receive any call from the higher level or person who can help me solve this issue within 7 days of receipt of this letter, I can bond to put this case to the consumer forum to solve my grievances and get the replacement and compensation.

Thanks,
Manoj