AMIT sent a message to Lee Kun-Hee Chairman, Samsung – email address that said:
Dear Sir,
I am using S4 bought last year , now on extended warranty, the battery has swelled up and was not holding charge.
I went to the dealers in my area and was told to go to service center.
I went to service center KAKATHI COMMUNICATIONS
P.G. ROAD, SINDHI COLONY, BACK SIDE PARADISE HOTEL, BESIDE SUNSHINE HOSPITAL, NEAR HDFC BANK, LEGEND CRYSTAL BUILDING,PARADISE CIRCLE,, Sappu Bagh Apaprtment, Jogani, Ramgopalpet, SECUNDERABAD,HYDERABAD., Telangana 500003
On 17/09/16, went to service center, I found that the time is 1115h and yet only three desks are occupied out of total 6/7 desks by the service reps, took the coupon and waited for my turn, the service reps were in no hurry after attending to one customer they use to go away, talk on mobile phone, talk among themselves, the urgency and respect for the of time of the customer was not visible, a couple of customers seemed very angry and agitated as they were not satisfied with the services.
I saw Ms Hema is free and yet not calling any customer so i went and sat in front of her, she was not happy to see me sitting in front of her and muttered something in Telugu, i could not understand as i dont understand this language, I told that i want to purchase a new bty for my phone, she checked the details of my phone and told me that the bty is not available and asked me to leave my number as i will be info when the bty will come, she did not gave me any timeline.
I told her that i want to meet the manager, she told he is not in office, so i asked to give his mob number, called him and explained my problem, he said bty will take time and i can check on Tuesday.
I asked from Ms Hema to give me something in writing that i have asked for a bty, which she refused, saying there is no such procedure.
After reaching home i called up the TOLLFREE number and registered a request for early delivery of bty and told that i have not been given anything in writing by service center. I was promised that my request will be escalated.
On tuesday i called up the manager Mr Laxman and asked him the status, he said that it will take more time and asked me to again check after 2 days and also added that he cannot promise anything.
I again called up TOLL FREE number and asked the about the status of my complaint, he again told me that my call will be escalated, requested him to tfr my call to supervisor, as usual, only after threat that i will will put this harrassment audio clip in social media he very reluctantly put me on hold for almost 20 min, only than i was able to speak to Mr Rahul Sharma, he promised the moon and asked for one business day to solve my problem.
I kept on waiting and the complete business day passed but nothing happened, so i again gave a call to TOLL FREE and after the repeat of standard operation procedure of threats and complaint my call was transferred to supervisor, Mr Avadhesh, he also promised me the moon and asked for one business day.
The entire call was for more than one hour, the waiting period was of appx 25 min.
Again no response, so before the business day could get over i called up TOLL FREE again and asked for update, the answer was the same, the compliant will be escalated, after usual standard operating procedure i was connected to Mr Steve, he took the details and called up the manager Mr Laxman, he told me to visit the service center and h]get a JOB SHEET, i told him that i cannot deposit the mobile so he said he has spoken tot he manager and i need not to deposit the mobile. Incidentally Mr Laxman did not took my call despite repeated attempts.
I rushed to the service center and found only two reps, one was Ms Hema and again she was free but not calling any customer, I took the token and waited for my turn, the other executive called me and i told her my problem and asked for a job sheet she handed me over to Ms Hema, I told her about my conversation with Mr Steve, she said she will speak to Mr Laxman to decide waht to do, Mr Laxman refused to give the job sheet if i am not depositing my mobile. I could not understand what to do. Than i was told the bty will be in service center in next one hour, either i can wait of leave.
Seeing their past performance i insisted for the job sheet and called up TOLL FREE again and explained my problem and afer a hold tom of 15 min Mr Steve came on line and i told him that i am not getting the job sheet and handed over to Ms Hema, they both spoke, the phone was again haned over to me and Mr Steve told me to wait for another hour for he bty and the job sheet cannot be given till the time i deopsit my mobile. I was very surprised that because of him i have wasted almost two hours and now he is stating something different, I gave him a good mouthful and told him that i will be complaining against him and other supervisors for harassing me. While i was speaking to Mr Steve the bty was given to me .
Your customer care support mechanism in INDIA is pathetic and unprofessional, i will ensure that i am heard at senior level at SAMSUNG Town Seocho-gu in Seoul, South Korea and other headquarters LOUD and CLEAR.
Regards
AMIT
