gurpreet sent a message to Lee Kun-Hee Chairman, Samsung – email address that said:
I am a proud customer of Samsung for years. And have been enjoying a good customer service for a long time. It has been a wonderful experience with the products.
But things are changing lately I have bought a LED Samsung screen from one of my friend who was moving out of the country. He gave me the bill which clearly says that it is under warranty. So recently I realized that there was some problem in the screen and I called the customer service. I locked the complaint and confirmed the model and serial number over the phone and I am sure you will have a recording of that as well. They confirmed me on the phone that the screen is under warranty.
So the technician came to my house and I gave him the bill copy which was given to me by this friend. So after 2 days I got a call that the model is very old and you will have to verify with the retailer that it was bought a few years back. I told him that it was not me who bought this. So I told them that I have already given you the copy and if it is possible please verify it with your retailer and let me know.
It’s been almost 2 weeks that I have not got any reply. As a customer I have been stranded and would like that a proper communication should be done that what is the status.
I did not expect to have to send this kind of email to Samsung who has been on its toes to help and resolve customer complaints and keeping the customer informed about the status of there complaints. For the past 3 days I had suffered a major problem as I needed the screen and my work suffered. I could not even take out time to write this mail and had to put in extra effort in completing the work without the screen. I would like to request that the customer should not be left in this king of position.
I have no doubt that you are going to improve this and maintain the highest customer service standards that you had since so many years.