Samsung India AC - Mistake of Life
I purchase a Split 1.5 T AC from Samsung and its looks like We did a mistake of life.
We Spend 26000/- INR (About 700 USD )on it at purchase and have spent more than 5000/- INR (About 120 USD) and as of today (June 2007) its still not working properly.Here is Timeline of our problems with this Samsung India AC.
1)2 Months After Purchase - AC Wall unit start making sound, A call to Custometr care send 2 young engineers ,who open it and pull out a rubber like sheet from its internal,says it was unnecessary. (I tried to ask why compnay put it in first placce,they don't know or did not care to answer)
2)Next Summer after Purchase - AC Stop working.(No Cooling).Their engineer came and replace a capacitor.Cost me 800/- INR .They said its not under warranty.
3)Second Year after purchase- AC Out unit will shut down after 30 minutes of operations.Fan will stop working and compressor will make huge sound and close down for another 30 minutes.Already did 7 calls to customer care and still not rectified.
Here are details:
a)Call 1 - They came and advice me to operate AC at 24 or 25 Degree temp. Same problem.
b)Call 2 - Samsung Engineers came and replaced a small capacitor.Cost me 100 INR.
(Did not rectify the problem)
c)Call 3- Said Your Voltage Stabilizer is faulty.I got its settings fixed.Did not rectify.Cost me 100 INR.
d)Call 4 - Said Your AC unit FAN MOTOR is faulty.They replace it for 1000/- INR.says its not under guarantee.Did not rectify the problem.
e)Call 5 - Said The Capacitor we replace (See point 2) is Wrong.said We add a window AC capacitor by mistake.Replaced.I did NOT Pay This time.
f)Call 6 - Said you should run the AC at 18 Degree temp.
g)Take 10 Telephone calls this time including call to a senior manager in Sam sung Customer care.Every Time I call they say they will replace motor free of cost but its not in Store.
After 7 days I call to call center again and it take some straight talking to get my line connected to a lady(She says she is Supervisor).It moves things a little and first time in last 10 days Samsung Engineer call up himself and visited us and replaced the fan Motor.
His subordinate was not satisfied with Fan speed but He said its ok and it will run fine.
He admitted samsung AC will not work properly in temperature more than 40C !
Let's See.
Am Sick of calling these guys now.
I tried email samsung customer service to get technical details of problems.unfortunately what they said did not match with the knowledge of their field staff.
every time I call them ,I request to send a senior staff to see the problem or escalate the problem.
In Short Samsung India SUCKS!
whether or not my problem with AC is solved,I am not going to buy anything from Samsung in future.
We Spend 26000/- INR (About 700 USD )on it at purchase and have spent more than 5000/- INR (About 120 USD) and as of today (June 2007) its still not working properly.Here is Timeline of our problems with this Samsung India AC.
1)2 Months After Purchase - AC Wall unit start making sound, A call to Custometr care send 2 young engineers ,who open it and pull out a rubber like sheet from its internal,says it was unnecessary. (I tried to ask why compnay put it in first placce,they don't know or did not care to answer)
2)Next Summer after Purchase - AC Stop working.(No Cooling).Their engineer came and replace a capacitor.Cost me 800/- INR .They said its not under warranty.
3)Second Year after purchase- AC Out unit will shut down after 30 minutes of operations.Fan will stop working and compressor will make huge sound and close down for another 30 minutes.Already did 7 calls to customer care and still not rectified.
Here are details:
a)Call 1 - They came and advice me to operate AC at 24 or 25 Degree temp. Same problem.
b)Call 2 - Samsung Engineers came and replaced a small capacitor.Cost me 100 INR.
(Did not rectify the problem)
c)Call 3- Said Your Voltage Stabilizer is faulty.I got its settings fixed.Did not rectify.Cost me 100 INR.
d)Call 4 - Said Your AC unit FAN MOTOR is faulty.They replace it for 1000/- INR.says its not under guarantee.Did not rectify the problem.
e)Call 5 - Said The Capacitor we replace (See point 2) is Wrong.said We add a window AC capacitor by mistake.Replaced.I did NOT Pay This time.
f)Call 6 - Said you should run the AC at 18 Degree temp.
g)Take 10 Telephone calls this time including call to a senior manager in Sam sung Customer care.Every Time I call they say they will replace motor free of cost but its not in Store.
After 7 days I call to call center again and it take some straight talking to get my line connected to a lady(She says she is Supervisor).It moves things a little and first time in last 10 days Samsung Engineer call up himself and visited us and replaced the fan Motor.
His subordinate was not satisfied with Fan speed but He said its ok and it will run fine.
He admitted samsung AC will not work properly in temperature more than 40C !
Let's See.
Am Sick of calling these guys now.
I tried email samsung customer service to get technical details of problems.unfortunately what they said did not match with the knowledge of their field staff.
every time I call them ,I request to send a senior staff to see the problem or escalate the problem.
In Short Samsung India SUCKS!
whether or not my problem with AC is solved,I am not going to buy anything from Samsung in future.
Labels: Samsung India Sucks
posted by Diana @ 4:15 AM
25 Comments:
At July 14, 2007 1:54 AM ,
Rajiv said...
I agree Samsung is cheating people.
I have similar experience with a refrigerator I purchased. Horrible after sales customer care. They, like many others have outsourced to a call center and those idiots make your life hell even to register a complaint not to talk of attending it.
Samsung believes only in selling their products in India. After that, no concept of after sales service- Once having sold the product let the customer go to hell- thats their business model! We should lodge a complaint against them in the consumer forum for cheating people by selling inferior products. These companies should pack up from India.
At September 24, 2007 3:17 AM ,
rumy said...
A sense of amazement when i read the dissatisfaction of so many customer and i happen to be one of the victims.i first faxed my grievances to their HO.No one responded to my shock.now what else you can expect from the regional authority.this is the mirror image of their ethics practiced.they SAMe SUNG the misleading glory of their false product to lots of custmer.i invite people to crusade against this troubling company.
At October 15, 2007 12:56 AM ,
Ketan said...
Samsung is nothing but a cheat and a thief in the garb of an MNC. I am the unfortunate owner of a Samsung 1.5 ton split AC. In 6 months it has given me problems EVERY MONTH. Their customer service is absolutely unprofessional and unqualified.
Nothing will give me more pleasure than to see this company KICKED out of India by the govt. (after being made to pay huge fines for dumping inferior quality products in the country)
At February 20, 2008 10:18 PM ,
spanky said...
I agree Samsung only cheat people,
I had purchased samsung mobile E840and starting having problems within three monts with the mobile and the authorised service guy says without checking the mobile that the charging connector has to be changed and it is chargable, how do you like pay RS 10000 for the mobile and within three month pay for the service how disgusting this could get, i condemm this company for cheating people and donot have any concern for their customers, and i will never buy any samsung product and will communicate to every person i know about this issue and make sure they donot purchase and samsung product. PATHETIC PRODUCT AND EQUALLY PATHETIC SERVICES.
i invite people to crusade against this troubling company.
At March 31, 2008 1:23 AM ,
Pranav said...
i agree... the samsung customer service sucks.... they dont even know their own products and are working well below satisfactory standards.
I too purchased the split ac and am suffering........And there is no use contacting their customer service, you will be testing your patience.
At April 14, 2008 11:09 AM ,
marwahaaim said...
Samsung Higher Authorities,
Any body listening? I purchased Samsung AC 2 years back. From day one cooling was minimal. We lodged a complaint at Customer care centre and on multiple complaints and no result,without any usage company filled gas in new AC in first 6 months. Somehow first season passed. Now again we have switched on the AC as summers are approaching and problem has re-surfaced. Even when compressor is on, there is no cooling at all. I don't know why these companies try to re-invent the wheel and produce these items when they don't have the capability. I know nothing is going to change. I am writing this to guide other persons not to purchase any Samsung item bacause I am not going to do that for sure...Enough with Samsung...Same is the case with Samsung TV but no point repeating the whole story above.
Regards
Vivek Marwaha
vivekmarwaha_v@yahoo.com
At April 16, 2008 3:52 AM ,
Vas said...
I purchased Samsung fully automatic top loading washing machine from Adishwar's, Rajajinagar, Bangalore. The Show room service person completed the deomstration in 3 minutes!! and fled the scene without even showing us how to drain the water out. The brand new washing machine is now full of dirty water and we have not used it even once. Show room person says' It is not our responsibility'. There is no response from the customer care since 6 days!
After sales service is really worst!!!
At May 1, 2008 8:14 AM ,
navin said...
The message is loud and clear: DON'T BUY SAMSUNG ACs. The quality control and the after sales both seem to have their heads stuck where the sun never shines. I just bought a Samsung AC and forget about not working after some time; the damn thing refused to work from day one. (If they supply you with a non-functional product, can one file a case af cheating?)It been about a week and there is not a peep even after countless calls and promises made.
At May 8, 2008 10:35 PM ,
badri said...
The message is loud and clear: DON'T BUY SAMSUNG ACs. The quality control and the after sales both seem to have their heads stuck where the sun never shines. I just bought a Samsung AC and forget about not working after some time; the damn thing refused to work from day one. (If they supply you with a non-functional product, can one file a case af cheating?)It been about a week and there is not a peep even after countless calls and promises made.
At May 13, 2008 4:17 AM ,
Indira said...
One more experience of mine. I bought an A/c about two years back. The first day it comes, and the guy installs it doesn't work. They take it back and say gas leaked and fix it after a week. Fair enough things can go wrong in transportation did not realize I was given a defective piece. Two years later gas leaks again and I get a bill of 2275 which is about 15% of my A/c price. I explain the case to the manager Mr Prashant mentioning that I got a defective piece at the beginining, he politely listens to all and says I will speak to Mr Shiva. I applied for a day off to receive these people since both of us are working. They take an hour to coordinate amongst themselves and decide that no one will pick the cell phone when we call. Shiva then calls and say please dont waste our time. This is how much they care for their customers. Then the service engineer will not show you if the A/c is working on not. He says it takes about an hour to test it and they do not have time. At that point I put my foot down and said I am not going to pay till I see its working. Sure enough the A/c doesnt work. Then he takesn another one hour to fix the issue. Meanwhile Shiva wont pickup the call. Overall the A/c is up but neither me not Samsung guys know how long it works. Their analogy is these days you cant give guarentee for life, dont know whether a person lives tomorrow or not these are some words of Gyan from Shiva. Amazed at their "mission statement"
At May 19, 2008 10:46 PM ,
desikan said...
Desikan:
My Samsung AC was bought last year and precisely after a year it has started malfunctioning. Since May 9th I have been after these guys and they are yet to repair. Their After service aspect sucks, please do not buy AC from them
At June 3, 2008 6:37 AM ,
rajeshpilot said...
I agree samsung ac is a very worst product very very poor and unjustice customer service with lot of unqualified engineers without finding out the product functioning.........please dont try to purchase the worst product.ever and forever..........
At June 30, 2008 11:41 PM ,
Geographers said...
Hi I am agreed with Rajiv, Samsung services and products are really bad quality .I brought samsung fidge last month and really we called them 6 times and every time even a engineer not understand the problem they said deforst fidge twice a week ,and we are working people cant do the same thing thing .
At July 18, 2008 12:24 AM ,
Navaneedhan said...
Even I purhased an AC from samsung and stopped working on 8th day itself. I got it rectified only after 2 months by escalating the problem to a Regional Head with higher influence. But it will work only for 2 weeks and goes down. Then, again I have to call them fight with them and all will result in a pain. You have to be very smart, energetic, cool guy, etc. to maintain a SAMSUNG AC. Else, you will loose all your money. Better throw your AC and go for other brands like LG who provides good support and service.
At August 20, 2008 10:17 AM ,
Sagar said...
I agree about Samsung service. In one word: Horrible. My ac has not been working for the last fifteen days. The ac was picked up for the service center 12 days ago. After a lot of queries, today I was told that there is no compressor available for replacement- will take at least seven days more to source from Delhi. Funny, three days ago I was told that my ac was ready & would be installed the next day.
At November 10, 2008 1:22 AM ,
seowebonline said...
I agree Samsung is cheating people.
.
My mobile (SCH 170) has not been working for the last two months.some software problem some beady call me when i received call at this movement my mobile swich off.
At November 14, 2008 1:29 PM ,
Anonymous said...
Imagine being terrified to eat the food in your freezer. We purchased our Samsung refrigerator (model RS2534WW) four years ago with warranty from Best Buy. We purchased this model because it was recommended by Consumer Reports. This summer, the freezer and fridge have both broken multiple times. We spent most of the summer without refrigeration - between waiting for the parts, waiting for the freezer to defrost and then the entire machine breaking again and again. The freezer in particular does not hold its temperature, so food is frozen and then thaws and then frozen again. This has made me violently ill several times because I didn't realize the food had thawed. We have thrown away hundreds of dollars of food and spent $400 on repairs - with more to come. The problem began with the flashing thermostat. On that occasion, the entire back of the freezer had frozen solid. He fixed that and then the entire ice machine broke. Then, the main component broke. It is currently still broken - not keeping a temperature. I have spoken with Best Buy several times, who say that we are out of warranty. Samsung says that the issue is not part of the "sealed system", so its not their problem. No one can tell me what the sealed system involves. I am continuing to speak with Samsung where my issue has been moved around from manager to manager for the last 2 weeks. I am now awaiting yet another call from a manager - "within 48 hours". Apparently they have an entire department dedicated to saying "Its not part of the sealed system so there's nothing we can do". We continue to have the same issue that so many of you have had - the freezer does not maintain its temperature. It seems to me that Samsung should stand behind their product - and that a refrigerator should last more than 3 years! I believe that the item is defective and that Samsung should either replace it or fix the defective part so that the freezer maintains temperature. I can't afford to keep having the repair company come out every month of so to fix the exact same parts - not to mention the food loss. I am terrified to keep any food in the freezer. I am furious with Samsung - defective products, no customer service and no integrity.
At January 9, 2009 3:49 AM ,
Anonymous said...
Samsung Sucks...I bought a SAMSUNG-X210 mobile phone and right from the first day I had seen problems in it. It switches off randomly. The next day I went to the dealer and he says that he is no more responsible to it and told me to go to Samsung service centre. Jeez! I know the Samsung mobile sucks but I realized that the Samsung service also sucks... I told them the problem and they took a week to give back my mobile which is in warranty. I had to pay 30% of my mobile cost for service which is in warranty. I went home with a lot of anger as they charged me money for a mobile which is in warranty. You know what the problem was never solved and it again started switching off regularly. I went back to them and asked to replace my mobile and they told that it is not possible and asked me 1 month time to rectify it!!!!. It's better to buy a Smuggled mobile phone than Samsung because the former doesn't provide service which is equivalent to Samsung providing service..I will never ever buy Samsung mobile for that matter any Samsung products...Moreover I will suggest to all known people not to opt for any product of Samsung....
At February 4, 2009 2:12 AM ,
Anonymous said...
i agree those comments.. samsung sucks.. i bought rt23 samsung refrigerator on oct 08. it producing irritating "wooooo" sound. i complaint several times. no response. dont buy samsung products.
At March 21, 2009 5:16 AM ,
Anonymous said...
This is my recent bad experience with Samsung customer care for my Window A/C. I am giving you the bad experience line by line.
Problem: A/C cooling was not so good.
6th March 2009: I called customer care registered a complaint (#8406911386). They said engineer will come within 24 hrs.
It did not happen.... after almost 10 days
14th March 2009: One engineer called, attended and identified the problem as gas leakage. He told thta workshop people will come and take the A/C for rectification within a day or two.
DID NOT HAPPEN.
from 16th March onwards, I ahve been calling customer care, they are making promnise that they will send now and then. Did not happen as of today(21st March 2009).I got angry, again I called them and they told me that some Workshop person will call you(21 March 2009 by 11AM). Somebody called, he said he will come today. He did not come till 4PM and I called him again, he said he cant come. I frustrated about this bullshit service culture followed by Samsung.
At April 20, 2009 1:40 AM ,
Anonymous said...
i completely agree! their post sales sucks big time! i have been trying to contact them since last one week to get my window ac serviced but i havent got a response. Everytime they commit a call the same day but no one calls.
At June 9, 2009 8:30 PM ,
kamal said...
I am also facing a similar problem ....i purchased Samsung Window AC last month .
after repeated reminders they sent a mechanic , he informed me that compressor needs to be chnaged .Till date no action has been taken .
In this burning summer of delhi ...m living without a AC ....and trust me without sleep also .
Samsung sucks big time ...they don't have the right to call them Chaebols too.
At June 17, 2009 7:07 AM ,
Anonymous said...
I agree 100 percent. Samsung is the worst customer care service I ever had. These foreign companies just try to sell their products alone and with their after sale service they are making customers life horrible. I had a problem with my fridge more than one month back. Till now its not corrected. Daily I have to call them and ask. They never ever bothered to ring me up. Latest excuse they told is 'par not available in India it has to come. There is a problem with my compressor. So if there is any problem like this 2 months is the time taken? I dont know whether it will get solved by then. So all the new buyers I have a request to you all. Dont ever go for Samsung product. They will cheat you. If they are not able to take care there is no need of such customer care. close it and go to hell.
At June 27, 2009 8:00 PM ,
Anonymous said...
Samsung India DO NOT CARE about after sales!! We purchased 5 (FIVE!!!) 1.5 ton split acs for our house - which seem to be the biggest mistake. After several follow ups, escalations, direct calls - there has been no resolution - after 2 months! in the terrible heat of Chennai we cannot use the AC though we own 5 of them!
A special mention of the most inefficient agency i have come across - Sri V. Gan. Chennai in agency is most complacent & treats customers worse than stray dogs!
Indeed disheartening to see the plight of customer service of such a reputed company in India. Dont know if anyone relevant from samsung would read this!!!
(Comment Edited to follow Editorial Guidlines)
At August 22, 2009 9:34 AM ,
Anonymous said...
Hi All, I bought a window ac 1.5 ton two and half months back. Just after 1 month the gas chocked. The engineer came after 3 days of complaint, 3 days later the service van came to pick the AC, next day the ac was serviced and was working fine. Just after one month again the same problem, gas chocked again. Tried multiple calls but no response. This was a blunder to go for samsung product. I would never advise to buy any samsung product to anyone. The product quality is worst than local made product. I do not know what to do with this ac. Do not know where to escalate the issue. Please float this message so that other people could get aware of this.
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