Vikas sent a message to Lee Kun-Hee Chairman, Samsung – email address that said:
Firstly my apologies for writing directly to you. But I cannot get the email id of Samsung India CEO and am having problems with customer service.
I have a front loading washing machine bought on 22/4/2014 from Value Plus, Dehradun. On 14th August 2016 the machine started making big violent noises in the drum and would move considerably. I wrote a complaint to customer service. They wrote back suggesting things I could do. I had to call and convince that this was serious enough to send a service engineer. Since then the service engineer has come thrice (from HCL). Everytime he assured me that the problem is taken care of and it would happen again. Finally yesterday I made him sit through a wash cycle and he saw what was happenning. He agrred that there is some problem with the drum and offererd to come today at 11 to open and check the machine. He did not come and I finally called him around 12;30. He casually dismissed me saying he cant come before 4. I threatned to report him to Samsung. He then came around 2 and opened the machine. After putting another set of clothes through an incomplete cycle he has said that a part needs to be replaced but it is not available and will take 4 days to come from Noida. First it takes him 8 days to detect a problem, now I have to wait another 4 days to get the spare part. Why should it take 4 days to get a part from Noida to Dehradun? Its a 7 hour drive. And he is not even confident that all will be well with the machine then. My questions 1) Why are incompetent service engineers being sent? 2) Why should my washing machine be inoperable for almost two weeks for Samsung service person's inefficiency and delay in getting spare parts. 3) What if the problem persists because this is not the real problem?
I am an ex CEO of Lowe Lintas Worldwide Dubai plus was Regional Strategic Planning Head on Unilever at Jakarta and this service from a brand like Samsung is shocking. Can someone get in touch with me and assure me that the machine part will come in less than 2 days and not take 4 days and the machine problem will be solved. I run my own consultancy and blogs and always give examples of Samsung as a good customer centric company, so please do not spoil your reputation and disappoint a customer to move onto another brand.
