*"More than 80% of purchasing exists through word-of-mouth" *
I thought the above line was true when I decided to buy a refrigerator for my home, all my relatives, friends and neighbours recommended Samsung, and I thought it was an easy decision to go and buy Samsung. I needed a fridge of 180 litre - 200 litre size so off I went to the nearest Samsung dealer near my home, **Better Deals, at B Block Janakpuri**. The salesman there was very helpful, he said the size I wanted in Samsung was with them and it was in the godown, they don’t display it, so I won’t be able to see it. Nor did he have any product brochure about it. instead he showed me the Electrolux and Kelvinator fridges, told me they are better and cheaper than Samsung. When I didin’t budge like a good brand loyal customer and wanted Samsung he lost all interest in me, and went and started attending other customers. Anyway I tried a few more shops around the market, none had Samsung.
Next day again I dropped in the shop, and asked about Samsung, the salesman again lost all interest. I then went to **City Square Rajouri Garden** at Samsung’s big showroom, named** Samsung Digital Plaza**, I was sure I would get my Samsung there. I was also planning to buy a microwave. The salesman there showed me all the microwaves, from the most basic to the most feature loaded. I was sure this place would have my fridge too, so I asked about 180 litre single door fridge, the salesman promptly and arrogantly replied in Hindi "Hum chhoti cheez nahin rakhtey" I was a little taken aback and utterly disgusted, I needed a fridge urgently and this people were taking my brand loyalty for granted. We decided to buy fridge of some other brand, and other appliances also of other brands, as Samsung doesn’t like selling "Chotti cheez" or rather their dealers don’t like selling "Chotti cheez" And if anytime I have to upgrade to bigger fridge I know which brand to avoid.
Word of Mouth publicity is a strong influencer but dealer word of mouth is a dampner to all the good work done by Samsung. I think I will go and have a cold drink from my new fridge, which is not Samsung