My mail to samsung CEO
Dear Sir,
Myself Saurabh and am a existing customer of Samsung products from last several years. I would be saying Goodbye to Samsung products
due to the pathetic services provided to me. I felt flabbergasted at the treatment meted out to me by your support staff and the pathetic
customer care.I am writing this email to you to bring it to your notice so that future customers wont meet the same fate as me and would
raise similar awareness campaign in social media as well.
Here is a brief summary of my case:
a. I purchased a Samsung Tab 4 10.1’(my bad luck:() on 30 dec 2014.
b. I faced a issue with the display(green colors coming) of my tab on 10 Dec 2015 but due to some personal commitments I was not able to take the product immediately to the service
centre, I found time on 25 dec 2015 and booked a appointment with dwarka service centre, I told them about the issue am facing and they asked me to come over.
c. Once I reached there and Service staff told me to visit janakpuri service centre as the dwarka service centre is going to get closed.I asked them that why
they have asked me to come over if they knew that service centre is going to be closed soon.
d. I raised my concern to the customer care as well that Dwarka service centre staff is asking me to go to janakpuri centre now. I spoke with Shantini and she
told me to visit janakpuri centre as asked by the Dwarka service centre staff. she has given me contact details of Mr Ritesh sharma of janakpuri Service centre
e. I went to the janakpuri service centre and shown them my tablet, they told me that they need to inspect whether there is a physical damage on the tablet or not and
for this they want my consent to remove the screen guard. I have given my consent and they inspected the display and said that there is no physical damage but
they have to inspect it further to check if there is moisture tht has gone inside or not and after inspecting that they will be able to replace the display.
f. I was told to sit for 10-15 min. after 30 min Mr Ritesh told me that service engineer has told him that they dont have instruments to open the tab now and
he requested me to visit Naraina service centre. I asked him that why your customer care is directing people here if you guys dont have instruments to do the
job. To this he told me that he is from HCL and I need to contact Samsung official centre Okhla or Naraina. I told him that for me you are representative of
Samsung if you are sitting in Samsung Service centre. I contacted customer care again and they told me to visit Naraina Service centre.
g. I had some official meetings on 28 December so I requested my wife to visit the Naraina Service centre, she visited the service centre and the Service engineer
told her that Tab is physically damaged and hence they cant replace the display in warranty. My wife called me up and I spoke to the engineer I asked
is there a crack on the display? his reply was no sir there is no crack on the display
is the tab surface looked pressed from anywhere? his reply was no sir
I asked him then what is the issue? he said may be somebody touch the display a bit strongly and since LCD display has a liquid coating, it has created a issue
I asked that when there is no physical damage and no signs of pressing how can you say this has happened? and why your janakpuri service centre has not
told me this when I visited it? his reply was sir they have misguided you and we cant replace it.
Money is certainly not a big issue for me, I can afford to pay extra but I felt like cheated and harrased by the treatment meted out to me and my wife by
Service staff and customer care. My concern is that they are providing me conflicting information, inspite of there is no physical damage charging me for the
display. I have visited 3 service centres and still my issue is unresolved
you are on such a high position sir, you know how service and support matters to the customer, you can see how your competitors like LG is providing service to their
customers. Definitely with the support staff and service centres like this samsung will add a pool of unhappy customers.
Hope that you take notice of my concern so that future customers would not have the same experience as mine.
Thanks,
Saurabh Vats