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Complaint Details


Posted byPraveen Raveendran 
Organization / Product Details
Organization Name
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Organization e-Mail 
Product/Service DescriptionSamsung 29" Dnie TV
Warranty StatusUnder Warranty.
Complaint Details
Reason for ComplaintCustomer Service 
Complaint Rating10(in a scale of 1 to 10)
Name of the Company EmployeeJohn/Ashish/Abu 
Complaint Details

To whomsoever it may concern,
I purchased a Samsung 29" TV from "Rahi Electronics" at Mira Road on 24-08-2008. Within a couple of months time, the TV screen started to scramble up when the volume was increased. As a thoughtful customer, I called up "Samsung customer service" on the same day(ie; on 14/10/2008 ) & complained about it with the complaint# 8408506356. The rep on the other line who was based in Chennai said to me that they will send a repairs person at my residence within 48 working hours. Fair enough I said & waited for some service person to show. Now, it was well into the 3rd day & I got really fed up, since noone showed up; Hence, I decided to call up my dealer "Rahi Elec" instead. The dealer said that I as a customer, should always inform any problems to them first, as them being the "1st Point of Contact". Now, the dealer promised that they will send a technician within 48 hours time; which evidently happened on the 4th day. The tech came & fixed the TV(so to be), however, within 10 days time, the TV started doing the exact same thing. This time however, because I was informed by the dealer as they were the "1st POC"-I obliged & contacted them. The dealer promised to send someone across by evening that day -which to my surprise did happen! A tech named "Abu" from the "Samsung Care centre"(Mira Road Branch) came & took the "main circuit board" from inside the TV with him, citing issues with the same & wanted to keep it under observation for 2-4 days time. I said ok, if that fixes the problem. It was on 24/10/2008 that the tech took the "main circuit board" & promised to return it back by next Thursday or Friday(ie; by 30/10 or 31/10). This tech, said that I must contact him only, as he the senior tech for any issues with "Samsung elec" in the "MiraRoad" area. As a concerned customer(which I was by now), took his cellphone number to keep a followup for the same. I waited till Saturday(01/11) & even on Sunday(02/11), but to my bewilderment! he did not show up as promised on either of the days. However, I managed to contact him on Saturday(ie; 01/11)- he said he is enjoying a "Picnic" in "Badlapur" & can be least bothered with what has happened to my TV. However, he asked me to contact the "Samsung Care centre", if I wished to have this issue resolved. I felt pity at myself & helpless to be precise. I called up "Rahi Elect"(my dealer) who had asked me to inform about any such issues that may arise & thats exactly what I did. The person named "John" @"Rahi Elect" confirmed that this issue has been escalated to a supervisor named "Ashish" who is with "Samsung Care centre"(Mira Road Branch)" & promised me that this issue will be resolved (by hook or by crook) on or before 1800 hrs IST. But once again, neither did I receive a courtesy call nor did anybody followed up on my issue. If there is anybody who can help me, please help! in this dire situation. I don't understand what to do & what should be my next course of action? 

Solution of your complaintThe TV set needs to be exchanged.  
ActionI will take help from the "consumer court". 
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