I have purchased a UA40EH5330RLXL - samsung 40 inch LED TV at 60000 INR. Exactly after 1.5 year the mother board died.
The service engineer came multiple times and told me to replace the mother board which is 7000 Rs INR but they are not ready to say what failed and why it failed. The fun part is the replacement period is only 3 month . So you should be ready with Rs 7000 every three months to maintain your TV.I escalated to the whole world in Samsung and no body care.
If you want to esquire you can refer my Complaint No. 8464576332.It’s still open and I have not replaced the motherboard.Buy a samsung product at your Risk and if you are buying take an Insurance to cover the Service and spare part cost.
An engineer if visits, will cost you 1000 Rs and Tax.Think 100 times before you buy a Samsung Product. also adding my last communication with samsung here for the reference.
Thank you
Sunil Raj
sunilrajr@hotmail.com
From: Sunil Raj R [mailto:sunilrajr@hotmail.com]
Sent: Sunday, June 29, 2014 12:44 PM
To: suman.rs@samsung.com
Subject: RE: Refer To Your Complaint No. 8464576332
Importance: High
Dear Mr. Suman,
Greetings of the day!
This is in regards to the complaint Samsung UA40EH5330RLXL, bearing serial # MQJ23PBC601280W.
Please find my comments below. Our last interaction, your tone was so arrogant and should not be the way you engage Customer. I recollect the statement that you are the ultimate escalation and no one else.
I seriously doubt your claim and please share the next level of Escalation contact details. As this incident is still open and I don’t feel you can do justice to Customer as you have no clarity on the Ground reality.
Your Statement – “After an extensive research by our certified technical support engineer, we found that the product has developed a fault during its normal usage.”. It was so unprofessional to hear that statement. I was standing next to your engineer when he was conducting the so called “extensive research”, All he did was plug out the cable from Power board to Mother board and connect back. Very glad to know that Samsung consider this as an Extensive research. So I understand this is the Kind of Quality checks that your product goes through during the Production. No wonder you call your Product Smart as the Mother board Died after the warranty period. This Shows your level and the Samsung level of Maturity in understanding the Situation. This also proves the point that Samsung product and Support is of Substandard quality.
So I want to know what is the Problem with the Motherboard. How it failed. As you claim this is a Electronics board and why it require a replacement. Why it cannot be repaired. You must be able to answer my question as your certified technical support engineer did extensive research to identify that the Mother Board Failed.
Without identifying the root cause you are suggesting to replace the mother board. From My interactions during the last couple of days, I don’t think anybody in Samsung has any idea about the product. Right from the Engineer who came till you were all I hear is Motherboard dead, nothing else. So I don’t trust you and your teams judgment of the situation.
I doubt the Competence and your skill set.
Even you don’t trust your spare part more than three months.
I DON’T CARE ABOUT YOUR OFFER, as I escalated this situation not to get an offer from you. if I can afford to buy this dump product for 60K I can afford to pay another amount to get it fixed.
You are forcing me to replace the Motherboard without finding the root cause. This is not acceptable.
Hence I need to talk to your Manager.
Sunil
+919446331169
+6591704404 From: R Suman Sharma [mailto:suman.rs@samsung.com]
Sent: Friday, June 27, 2014 7:56 PM
To: sunilrajr@hotmail.com
Subject: Refer To Your Complaint No. 8464576332
Dear Mr. Sunil Nair / RAVEENDRAN NAIR,
Greetings of the day.
This is in regards to the complaint of your Samsung UA40EH5330RLXL, bearing serial # MQJ23PBC601280W.
It is our best endeavor to provide you with impeccable product experience at Samsung. Our products pass through rigorous quality checks which are globally recognized; therefore, Samsung products stand out as best in terms of quality and service of the products.
Having said that, we always believe that our customers are the best judge and may help with improving our products. Therefore, we take every feedback with an assurance of improvement with every passing day.
The feedback shared by you regarding the product quality is appreciated. After an extensive research by our certified technical support engineer, we found that the product has developed a fault during its normal usage.
We understand that you expect a costless or discounted service for the product. We would like to inform you that the date of purchase of your product was 21.07.2012 and as such, the same product is out of warranty now. The unit needs to be repaired to rectify the defect reported by yourself.
Keeping customer satisfaction in mind, we are offering a very cost effective repair for your product. The total repair cost for your product is Rs. 6304/-.
Thus, to conclude, we would not be able to cater to your request for discounted / free of cost repair.
Nevertheless, we would like to take this opportunity to thank you for your feedback and to give us any other opportunity to serve you. Please confirm your decision so that the necessary repair work can be carried out in your product.
You may treat this as our final offer. We request you to let us know your decision within the next 7 days.
We value your relationship with Samsung and assure you of our best services, always.
Regards
R Suman Sharma(Manager, Customer Experience)