Chat with Samsung Customer Care for SMART TV India 2nd Try
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Welcome to Samsung Live Chat. How may I help you?
Arpit kumar
Good Morning Mr. Sreedharan . My name is Arpit . I will be glad to assist you today.
10:16:13
Hello Arpit
10:16:35
My TV is having problems for 2 years now
10:16:48
and its just over 2 years old
10:16:53
Arpit kumar
Thank you for sharing your concern related to Samsung Product.
10:17:02
I had a 3 hour chat 2 days ago with Samsung customer care
10:17:02
He said within 24 hours my issue would be resolved and a good technician will come and take a look
10:17:19
Arpit kumar
Mr. Sreedharan May I know your contact or complaint number to check your details?
10:17:24
Last time the TV had issues which was in November 2017, the very knowledgeable technician came to our house and told that the board has to be changed and it will cost 9000
10:18:00
fortunately I tried a factory reset and the issue was resolved.
10:18:16
Now again after escalations. the technician came home and without checking anything is telling that the board needs to be changed
10:18:59
And he advises that the TV should not be factory reset
10:19:11
Is this some sort of method to loot money from customers?
10:19:47
Whatever issue comes..change the board and charge 9000
10:20:02
Arpit kumar
Mr. Sreedharan May I know your contact or complaint number to check your details?
10:20:12
I had provided my contact details already when the chat started
10:20:32
9496149874
10:20:36
Arpit kumar
Mr. Sreedharan Need to inform you as you had the word with the senior person yesterday and you confirmed for the Wednesday visit of the engineer .
10:22:08
Arpit
10:22:20
Please read through the messages I sent
10:22:28
He called and told that the board needs to be changed
10:22:38
Arpit kumar
As the case is already been handled by the senior person as only they will assist you for the same.
10:22:53
People called from office and told that the board needs to be changed
10:23:31
I got the call yesterdat
10:23:36
They were from the servicing center
10:24:32
Arpit kumar
Mr. Sreedharan We apologize for the inconvenience caused to you.
10:25:49
Arpit kumar
Mr. Sreedharan need to inform you as the case is already handled with senior concern person as they will contact you for the same as soon as possible as also from my side i am sending them the reminder.
10:26:39
I am sure
10:27:48
But why are the servicing center guys bent on looting money?
10:28:04
Their expert opinion last time was to change the board when I resolved the issue with a factory reset
10:28:20
Arpit kumar
Mr. Sreedharan I regret but the price information is not available with us the concern team will coordinate with you as soon as possible.
10:29:08
Arpit kumar
As I have sent the reminder on the case.
10:29:49
I know that
10:30:08
I am telling what happened already
10:30:13
Please read this:
10:30:26
Their expert opinion last time was to change the board when I resolved the issue with a factory reset<br/>
10:30:27
Does Samsung suggests its service technicians to change the board of the TV even for software issues?
10:31:44
Arpit kumar
Mr. Sreedharan, It completely depends on the through inspection of your Samsung LED TV.
10:32:29
Exactly
10:32:37
After thorough inspection the technician asked 9000 rupees and asked us to change the board
10:33:04
The issue got resolved after a factory reset. So does Samsung asks technicians to change board for software issues too?
10:34:09
Arpit kumar
As it was physically inspected and the information shared to you was to change the board.
10:34:54
Yes
10:35:03
They didn't open the TV. Just saw from outside and told us that it needs its board to be changed
10:35:37
Arpit kumar
And if the issue resolved just after factory reset then it might be temporary fix.
10:36:04
Arpit kumar
And to resolve completely. The board might need to be changed./
10:36:52
So you are saying that factory reset was temporary fix for hardware issue?
10:37:43
Arpit kumar
And if you are not happy with the resolution provided by the service engineer I may forward the request for the senior engineer visit for through inspection.
10:39:43
Arpit kumar
May I forward it?
10:39:49
Yes please. I need a thorough escalation for this kind of practice where even for software issues Samsung technicians ask us to change boards. There are better ways to make money than this
10:40:44
Arpit kumar
Sir, Before proceeding kindly re confirm the address and the pincode so that i can let the senior engineer to visit at your place.
10:41:56
Prasubi, Prakkulam, Kanjavely PO, Kollam - 691602
10:42:28
Arpit kumar
Thank you for the information.
10:44:18
Arpit kumar
Engineer will visit at your place within 24 working hours and before coming he will call you for asking your convenience time.
10:44:51
sure
10:44:58
Arpit kumar
I have forwarded your request to service center. Your reference number regarding your request is : 4252862202
10:45:00
Arpit kumar
I hope, I was able to answer your query today. Is there anything else, I may assist you with?
10:45:13
I hope the technician provides us with the real diagnosis
10:45:19
My real issue was the low knowledge and malpractice of the appointed technicians
10:45:40
I have not got a proper answer for that
10:45:49
Arpit kumar
Sure Mr. Sreedharan I have assign the Senior engineer to visit at your place.
10:45:50
Anyway, I hope its ok with you if I post this to my blog and twitter
10:46:13
I have been tracking the issue showing the samsung technical capability we have been dealing with.
10:46:54
Arpit kumar
Mr. Sreedharan I know you are not happy with the resolution provided by the service engineer and this is the reason I had reassigned the senior engineer visit to clear your doubt.
10:48:22
Yes Arpit. I have been facing this issue continuously for last 2 years
10:48:51
Arpit kumar
This is the reason I had reassigned the senior engineer visit to clear your doubt.
10:50:00
Arpit kumar
And the issue you are facing in your Samsung TV.
10:50:15
yes. 2 years of pain :)
10:50:29
At least you agree for 2 years technicians with no knowledge were sent to repair our tv. No wonder it isn't working well now
10:51:05
Arpit kumar
Sir I had checked all your previous history and after the installation of your TV you had raised the request in Sep, 2016 and request was closed as there was no defect in your TV.
10:53:44
Arpit kumar
And after that it was raised in 2018 and the repair estimate was provided to you.
10:54:13
Yes. Everytime it's me who has to clear the issues. The service center just asks money and repair estimates
10:54:45
Arpit kumar
May I know the request raised in 2016 was for the same issue?
10:55:29
And in Sep 2016, the issue was closed with no defect?
10:55:33
They had taken the TV and we couldn't use the TV for so long
10:55:45
I think it was the smarthub crashing. Isn't the complaint history maintained?
10:56:50
Arpit kumar
Sir as you had said that it was rectified only after the reset of the TV.
10:58:13
That was the November 2017 issues Arpit
10:58:27
not the 2016 one.
10:58:33
For 2016 the TV was taken to the service center. Again I had to discuss for days with customer care before it was resolved
10:59:07
If I remember it right the TV was unusable for around a month
10:59:19
Arpit kumar
Sir I had arranged the senior engineer visit and also call back is arranged from our senior.
10:59:39
Sure
10:59:46
Arpit kumar
They will revert you back within 4 working hours.
11:00:00
Arpit kumar
Is there anything else I can help you with Samsung product.
11:00:30
Thanks Arpit. I am just updating you that I will be posting this transcript in my blog for my own records.
11:00:42
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Our Live Chat agent will be with you shortly. You are currently in queue.
Welcome to Samsung Live Chat. How may I help you?
Arpit kumar
Good Morning Mr. Sreedharan . My name is Arpit . I will be glad to assist you today.
10:16:13
Hello Arpit
10:16:35
My TV is having problems for 2 years now
10:16:48
and its just over 2 years old
10:16:53
Arpit kumar
Thank you for sharing your concern related to Samsung Product.
10:17:02
I had a 3 hour chat 2 days ago with Samsung customer care
10:17:02
He said within 24 hours my issue would be resolved and a good technician will come and take a look
10:17:19
Arpit kumar
Mr. Sreedharan May I know your contact or complaint number to check your details?
10:17:24
Last time the TV had issues which was in November 2017, the very knowledgeable technician came to our house and told that the board has to be changed and it will cost 9000
10:18:00
fortunately I tried a factory reset and the issue was resolved.
10:18:16
Now again after escalations. the technician came home and without checking anything is telling that the board needs to be changed
10:18:59
And he advises that the TV should not be factory reset
10:19:11
Is this some sort of method to loot money from customers?
10:19:47
Whatever issue comes..change the board and charge 9000
10:20:02
Arpit kumar
Mr. Sreedharan May I know your contact or complaint number to check your details?
10:20:12
I had provided my contact details already when the chat started
10:20:32
9496149874
10:20:36
Arpit kumar
Mr. Sreedharan Need to inform you as you had the word with the senior person yesterday and you confirmed for the Wednesday visit of the engineer .
10:22:08
Arpit
10:22:20
Please read through the messages I sent
10:22:28
He called and told that the board needs to be changed
10:22:38
Arpit kumar
As the case is already been handled by the senior person as only they will assist you for the same.
10:22:53
People called from office and told that the board needs to be changed
10:23:31
I got the call yesterdat
10:23:36
They were from the servicing center
10:24:32
Arpit kumar
Mr. Sreedharan We apologize for the inconvenience caused to you.
10:25:49
Arpit kumar
Mr. Sreedharan need to inform you as the case is already handled with senior concern person as they will contact you for the same as soon as possible as also from my side i am sending them the reminder.
10:26:39
I am sure
10:27:48
But why are the servicing center guys bent on looting money?
10:28:04
Their expert opinion last time was to change the board when I resolved the issue with a factory reset
10:28:20
Arpit kumar
Mr. Sreedharan I regret but the price information is not available with us the concern team will coordinate with you as soon as possible.
10:29:08
Arpit kumar
As I have sent the reminder on the case.
10:29:49
I know that
10:30:08
I am telling what happened already
10:30:13
Please read this:
10:30:26
Their expert opinion last time was to change the board when I resolved the issue with a factory reset<br/>
10:30:27
Does Samsung suggests its service technicians to change the board of the TV even for software issues?
10:31:44
Arpit kumar
Mr. Sreedharan, It completely depends on the through inspection of your Samsung LED TV.
10:32:29
Exactly
10:32:37
After thorough inspection the technician asked 9000 rupees and asked us to change the board
10:33:04
The issue got resolved after a factory reset. So does Samsung asks technicians to change board for software issues too?
10:34:09
Arpit kumar
As it was physically inspected and the information shared to you was to change the board.
10:34:54
Yes
10:35:03
They didn't open the TV. Just saw from outside and told us that it needs its board to be changed
10:35:37
Arpit kumar
And if the issue resolved just after factory reset then it might be temporary fix.
10:36:04
Arpit kumar
And to resolve completely. The board might need to be changed./
10:36:52
So you are saying that factory reset was temporary fix for hardware issue?
10:37:43
Arpit kumar
And if you are not happy with the resolution provided by the service engineer I may forward the request for the senior engineer visit for through inspection.
10:39:43
Arpit kumar
May I forward it?
10:39:49
Yes please. I need a thorough escalation for this kind of practice where even for software issues Samsung technicians ask us to change boards. There are better ways to make money than this
10:40:44
Arpit kumar
Sir, Before proceeding kindly re confirm the address and the pincode so that i can let the senior engineer to visit at your place.
10:41:56
Prasubi, Prakkulam, Kanjavely PO, Kollam - 691602
10:42:28
Arpit kumar
Thank you for the information.
10:44:18
Arpit kumar
Engineer will visit at your place within 24 working hours and before coming he will call you for asking your convenience time.
10:44:51
sure
10:44:58
Arpit kumar
I have forwarded your request to service center. Your reference number regarding your request is : 4252862202
10:45:00
Arpit kumar
I hope, I was able to answer your query today. Is there anything else, I may assist you with?
10:45:13
I hope the technician provides us with the real diagnosis
10:45:19
My real issue was the low knowledge and malpractice of the appointed technicians
10:45:40
I have not got a proper answer for that
10:45:49
Arpit kumar
Sure Mr. Sreedharan I have assign the Senior engineer to visit at your place.
10:45:50
Anyway, I hope its ok with you if I post this to my blog and twitter
10:46:13
I have been tracking the issue showing the samsung technical capability we have been dealing with.
10:46:54
Arpit kumar
Mr. Sreedharan I know you are not happy with the resolution provided by the service engineer and this is the reason I had reassigned the senior engineer visit to clear your doubt.
10:48:22
Yes Arpit. I have been facing this issue continuously for last 2 years
10:48:51
Arpit kumar
This is the reason I had reassigned the senior engineer visit to clear your doubt.
10:50:00
Arpit kumar
And the issue you are facing in your Samsung TV.
10:50:15
yes. 2 years of pain :)
10:50:29
At least you agree for 2 years technicians with no knowledge were sent to repair our tv. No wonder it isn't working well now
10:51:05
Arpit kumar
Sir I had checked all your previous history and after the installation of your TV you had raised the request in Sep, 2016 and request was closed as there was no defect in your TV.
10:53:44
Arpit kumar
And after that it was raised in 2018 and the repair estimate was provided to you.
10:54:13
Yes. Everytime it's me who has to clear the issues. The service center just asks money and repair estimates
10:54:45
Arpit kumar
May I know the request raised in 2016 was for the same issue?
10:55:29
And in Sep 2016, the issue was closed with no defect?
10:55:33
They had taken the TV and we couldn't use the TV for so long
10:55:45
I think it was the smarthub crashing. Isn't the complaint history maintained?
10:56:50
Arpit kumar
Sir as you had said that it was rectified only after the reset of the TV.
10:58:13
That was the November 2017 issues Arpit
10:58:27
not the 2016 one.
10:58:33
For 2016 the TV was taken to the service center. Again I had to discuss for days with customer care before it was resolved
10:59:07
If I remember it right the TV was unusable for around a month
10:59:19
Arpit kumar
Sir I had arranged the senior engineer visit and also call back is arranged from our senior.
10:59:39
Sure
10:59:46
Arpit kumar
They will revert you back within 4 working hours.
11:00:00
Arpit kumar
Is there anything else I can help you with Samsung product.
11:00:30
Thanks Arpit. I am just updating you that I will be posting this transcript in my blog for my own records.
11:00:42
font size largerfont size smaller FINISH
Type Here..
Submit
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