Chat with Samsung Representative for Faulty Samsung SMART TV
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09:07:07
Rajat Sharma
Good Morning Mr. Sreedharan ! This is Rajat. I will be happy to help you today.
09:07:10
Good Morning Rajat
09:07:19
I hope you already have the details of my TV including the Model number and serial number
09:07:41
Rajat Sharma
I really apologize that you are facing issue related to Samsung TV, I will try my best to get your issue resolved as soon as possible.
09:08:14
Rajat Sharma
May I know from how many days are you facing this issue?
09:08:20
Sure. I expect I get a good resolution from this conversation.
09:08:34
Like I said in the description I have been facing issues since the first month we bought the TV
09:08:54
To give you a clear picture.
09:09:09
Rajat Sharma
I will be glad to help you in every possible manner.
09:09:28
This is my first Samsung product and seeing the experience with it I am afraid to buy another Samsung product and the kind of service I got I hope this is how it is not for everyone
09:09:47
I bought this TV for Rs. 72500. Which was way above my budget. But I got it finally thinking I am going for a reputed brand and will not have to worry about buying another TV for another 10 years or s
09:10:30
At least that was the expectation. Paying that kind of money, again iterating, Rs. 72500 for a TV was a lot for us. We got it with the hope that we won't have issues with the reputed brand
09:11:15
The TV stopped working exactly after a month of purchase.
09:11:37
We raised a complaint with customer care. And we were told the issue will be resolved in 40 hours if I remember right
09:12:13
The service guys took more than a week to come to our house. And it took around 30 to 40 days to get the TV repaired and working
09:12:45
Rajat Sharma
I am sorry that you had such kind of experience with Samsung. However, I assure you that I will definitely help you to resolve your concern.
09:12:47
Rajat Sharma
I am sorry that you had such kind of experience with Samsung. However, I assure you that I will definitely help you to resolve your concern.
09:12:50
so this was how it started
09:12:56
We had numerous issues in between
09:13:05
But I don't want to detail all of them here
09:13:13
So last month again we had an issue where the video was totally fuzzy
09:13:38
Again we raised a complaint. The service guys took a week to come and check
09:13:55
He didn't really do much diagnosis and said we have to change the board which will cost around Rs. 9000
09:14:18
I was baffled. Paying another 9k for a TV which I had paid Rs. 73k
09:14:37
I did some research on the internet and found the factory reset code for the TV and tried it myself
09:14:56
Rajat Sharma
Had I been in your situation, I would have felt the same, but I assure you that your concern will be addressed on priority.
09:15:25
And you won't believe it. The issue went off. The service guys took Rs. 250 from us for their useless diagnosis and asked us another Rs. 9000 for an issue which was fixed using a factory reset
09:15:39
I called them up and they refused to give back the Rs. 250 which we had paid for their wrong diagnosis
09:16:03
By now I am totally fed up with the kind of service I am getting for the money I paid
09:16:19
Now again 3 days back the TV just stopped working. When I switch it on the Samsung SMART logo comes and then it keeps repeating. It stays in a reboot loop forever
09:17:00
The TV is not switching on. Factory reset doesn't work too
09:17:12
Again we raised a complaint and its been 3 days. Every day the service guy says he will come and he doesn't show up
09:17:36
Please tell me what I should do now
09:17:47
Should I e expecting to pay another 10 to 20 k for this TV?
09:18:01
Rajat Sharma
Kindly stay online while I retrieve the required information. This may take up to one minute
09:18:04
I obviously have got a faulty TV set from Samsung
09:18:13
It has had problems from the day I bought it
09:18:22
Paid Rs. 73k for a TV which has just worsened the experience for me
09:18:51
Including the service
09:18:56
I am really fed up with the kind of service and support I got from Samsung. So I have been really unlucky here because I got a faulty set or should I understand that Samsung productsare of lowquality?
09:20:25
Rajat Sharma
Thank you for staying online. I regret the delay in responding to your query. Please continue to stay online for 1 more minute as it is taking more time to check the details.
09:21:40
Sure. Take your time but please give a good resolution. I have had nothing but pain because of this TV since last 2 years
09:22:22
Rajat Sharma
Thank you for staying online. I regret the delay in responding to your query. I appreciate your patience in this regard.
09:27:33
ok
09:27:37
Rajat Sharma
Sir as I am checking in our records, this is regarding UA50J5570AULXL LED TV, in which power related issue is there.
09:30:58
yes
09:31:22
Rajat Sharma
For this concern the engineer will visit at your place soon, as the request was assigned by the dealer side for the same concern. Therefore we request you to kindly wait as your request is already with the Service Center and before visit he will call you for the confirmation.
09:31:23
He has called us and we have been waiting
09:31:48
He never shows up
09:31:51
Rajat Sharma
However I have sent an urgent reminder to the Service Center so that they can do the needful on priority basis and update you on same.
09:31:55
This has happened every time
09:32:03
Even when the TV was just a month old
09:32:09
Like I said they took 30 to 40 days to repair the TV
09:32:25
and more than a week just to show up
09:32:38
Rajat Sharma
I understand how frustrating and inconvenient a situation can be, though with Samsung you will be getting complete support to resolve your concern and we will ensure that your issue will be rectified as soon as possible.
09:32:54
Rajat I am don't really want a copy paste response which I get always
09:33:11
Rajat Sharma
Our sincere apologies for the inconvenience caused in our delay of services. Allow us another chance and we will assist you with the best of our services to your satisfaction.
09:33:17
We are told everyday that things will get better. Someone will show up and all
09:33:36
Can you please explain about the last time when we had video issues and they were about to charge us 9000?
09:33:57
If I hadn't done the factory reset I would have lost 9k
09:34:13
Rajat Sharma
We apologize Mr. Sreedharan for the same concern you are facing with the services and the product however we will ensure that the engineer would visit at your place as earliest to rectify the issue.
09:34:27
and they refused to give back our money which they took for a faulty diagnosis
09:34:30
Thats fine
09:34:42
What about the last time?
09:34:46
Will I get my money back?
09:34:55
What about the wrong diagnosis done my the Samsung technician and my money was taken?
09:35:34
Rajat Sharma
Sir have you paid INR 9000 to the engineer?
09:35:39
I paid around 250 for his wrong diagnosis
09:36:00
Rajat Sharma
Sir that is the visit charges.
09:36:13
I would have had to pay 9k if I hadn't rectified the issue myself
09:36:16
So Rajat are you saying that the it was fine that the technician wrongly diagnosed the TV issue, took money from me and was about to charge 9k from me?
09:36:51
What if I hadn't done the search on google and found out the reset method? I would have lost my money because of the technicians lack of knowledge
09:37:35
Ok. Let's leave all this
09:37:46
Do you think all Samsung TVs have such issues? I mean issues every few months where they stop working?
09:38:09
Rajat Sharma
I sincerely regret for the inconvenience caused to you but how can engineer would give you 9000 back which you haven't paid.
09:38:38
I am not asking for 9k. I am just highlighting the lack of knowledge of the technicians who are being sent to our home for which we were charged.
09:39:21
I just want to understand this fact. Should I be expecting to call service technicians every few months if I am buying Samsung products?
09:40:20
Rajat Sharma
Sure, I have taken your valuable feedback and will share with the concern team so that they can work on it as per Customer satisfaction.
09:40:39
Rajat Sharma
Our sincere apologies for the inconvenience caused in our delay of services. Allow us another chance and we will assist you with the best of our services to your satisfaction.
09:40:52
Rajat Sharma
Since we need to get in touch with the team to update you on the case, we request you to allow us some time and we will surely get back to you on the same.
09:40:58
Rajat Sharma
Surely, we will look into the details of your account and ensure that it will be resolved to the earliest.
09:41:12
Please don't send these copy paste responses. You have sent me the same response multiple times
09:41:19
My last question is not answered
09:41:27
I just want to understand this fact. Should I be expecting to call service technicians every few months if I am buying Samsung products?
09:41:37
Rajat Sharma
We apologize Mr. Sreedharan for the same but this time it would be done on priority basis.
09:42:52
Rajat Sharma
However I have sent an urgent reminder to the Service Center so that they can do the needful on priority basis and update you on same.
09:42:57
I am not asking about this time Rajat
09:43:27
I am asking about my experience with this single Samsung product for the last 2 years
09:43:43
Should I be expecting to call service technicians every few months if I am buying Samsung products?
09:43:53
Rajat Sharma
Your word has a lot of weight and makes all the difference in giving us an opportunity to serve you . We'll make sure we'll live up to your expectations.
09:45:35
My questions still hasn't been answered Rajat
09:45:59
Please don't try to avoid it. I want to understand if this is what I have to expect from the Samsung brand or I am just unlucky I got a faulty product?
09:46:33
Rajat Sharma
Sir if you or any customer face the issue with Samsung product then the customer would have to contact to Samsung so that we can do the needful.
09:47:27
Right
09:47:37
So is the Samsung product quality so low that I have to call service people every few months?
09:47:57
Is it normal for Samsung?
09:48:01
Rajat Sharma
I would like to inform you that all the Samsung products have best quality product that is why Samsung is a leading company in AV industry and all of its products launched in the market after lot of inspection.
09:48:17
That's what is advertised
09:49:13
So am I right to assume that I got a faulty product from Samsung?
09:49:26
Rajat Sharma
That would be confirmed you by the engineer after inspection of your product.
09:51:01
Rajat, I have had to call Samsung technicians from the first month I bought the product
09:51:53
every few months
09:51:56
Rajat Sharma
We understand the same sir.
09:52:27
the Tv has had some problems or the another. And its proved that the technicians are not very knowledgeable too
09:52:28
so either the product is of very low quality or I got a faulty product
09:52:47
Don't you agree to that?
09:53:11
I understand it is difficult for you to answer this
09:56:44
It's difficult to own up and take the responsibility.
09:57:13
Rajat Sharma
Mr. Sreedharan the LED TV you have if one of the finest models from Samsung, however LED TV is an electronic device which can have issue.
09:57:18
Exactly
09:57:26
I understand it can have issues Rajat. I work with electronics and I totally understand products can have issues
09:57:48
But issues every few months?
09:57:56
Is that how a quality product should be?
09:58:05
Rajat Sharma
And to rectify such issues Samsung have provided 1 year warranty and also have an option to extend the warranty upto 3 years on Samsung India in warranty product which would be helpful option if customer have any doubt for the product.
09:59:31
I have no doubts that Samsung does provide options to rectify issues. And even though the technicians aren't very knowledgeable and don't respond on time. They are there at least
10:00:34
But again, if a product is having issue every few months; do you think it's a quality product?
10:00:59
or if we believe the fact that samsung produces only high quality products; do you think I was just unlucky and got a faulty product?
10:01:47
Rajat Sharma
It may possible that product is having the issues which is repeatedly occurring however our engineers would tried there best to rectify the issue.
10:05:31
So you do agree I got a faulty product. Isn't it?
10:06:14
I mean that's what it has to be if usually all Samsung products are of high quality
10:06:35
Rajat Sharma
However quality of the product would be confirmed after the standard tests on the product, however I would like to inform you that the LED TV model you have is one of the finest models from Samsung India.
10:06:46
It probably is the finest model
10:07:11
But if it stops working every few months then is it of good quality? or am I just unlucky and got a faulty device?
10:07:45
Rajat Sharma
Mr. Sreedharan exceptions are always there in every scenario. Further as we have mentioned that quality of the product would be confirmed after conducting the standard and specified tests on the product.
10:10:35
It's 2 years now Rajat
10:11:34
Every few months for 2 years
10:11:44
I have come to this conclusion after 2 years now
10:11:52
So if I have got a faulty product after paying Rs. 73k are you saying it takes Samsung to realize that it was a bad product after 2 years?
10:12:22
Rajat Sharma
Sir we would not be able to confirm whether the product is faulty or not as it also depends on the usage of the product. Environment and handling the product would also make effect on the product.
10:15:04
I can confirm its in a very normal environment. Just a fun fact here. The TV we had before this was bought in 1986. It was a Dyanora color TV. its 31 years old now and believe it or not it's working
10:16:36
And I am sure the technicians sent by Samsung would have told us if they had seen something wrong. a good technician would
10:17:21
And they have come to our home so many times now in the last 2 years.
10:17:43
so it has to be one of these Rajat. I am sure you understand it by now.
10:18:01
-> Either the TV is of very low quality
10:18:17
-> I was really unlucky and got a faulty set for which I am suffering
10:18:32
You have already said that Samsung produces products of very high quality
10:19:02
so if that has to be believed then it's just the other option that remains
10:19:14
Rajat Sharma
I understand Mr. Sreedharan that you have faced the issues in your Samsung LED TV and at present for the issue you are facing engineer have already assigned for you.
10:20:14
I understand that
10:20:45
So you are saying its pretty normal that Samsung TVs will have issues every month?
10:21:02
Rajat Sharma
Apart from that may I know do you have another LED TV of Samsung in which you are facing any issue?
10:21:48
This is the first Samsung product which I owned
10:22:21
and if this is the kind of replies I get, then probably the last
10:22:33
You seem to be agreeing that Samsung products face issues every few months. Am I right?
10:22:54
Did I lose you?
10:26:12
Rajat Sharma
I haven' said that Mr. Sreedharan further I have mentioned that LED TV is an electronic device which can have issue. And to rectify such issues Samsung have provided 1 year warranty and also have an option to extend the warranty upto 3 years on Samsung India in warranty product which would be helpful option if customer have any doubt for the product.
10:26:50
I am not talking about the warranty
10:27:17
I am sure Samsung provides warranty for all devices
10:27:29
Rajat Sharma
And we would not be able to confirm whether the product is faulty or not as it also depends on the usage of the product. Environment and handling the product would also make effect on the product.
10:27:34
I am saying that the problem is the device stops working every few months
10:27:48
Rajat Sharma
It may possible that product is having the issues which is repeatedly occurring however our engineers would tried there best to rectify the issue.
10:27:52
so either the product is of very low quality
10:27:59
or I got a faulty device
10:28:03
The engineers you said have been diagnosing for more than 2 years now
10:28:51
Rajat Sharma
Same confirmation would not be provided from our side as for such confirmation you may once coordinate with the Service Center or let the engineer visit at your place so that he can diagnose and confirm you the same.
10:29:03
Exactly
10:29:24
They have been visiting every few months for the last more than 2 years now
10:29:41
Rajat Sharma
Mr. Sreedharan may I know what are you expecting from our side?
10:29:50
I am expecting a resolution for my issue and not the usual copy paste responses
10:30:09
I hope after this long chat you can understand that I have been facing issues with this product continuously for last more than 2 years
10:30:33
the technicians you are talking about have been visiting us all this time with no proper resolutions. From the last visit I understood that they are not really knowledgeable about what they are doing.
10:31:28
They want to take the easy way out of replacing the board and take 9k from us
10:31:45
which fortunately didn't happen
10:31:53
How do I know they didn't spoil something in the TV when they had taken the TV to their repair shop when it had seen issues in the first few months?
10:32:22
Rajat Sharma
Solution would be provided by the engineer after the inspection of the product and the issue might be occurring in the TV.
10:32:37
Is it the technicians mistake because of which we are continuously having issues since last 2 years?
10:32:49
Rajat
10:32:59
You are looking at the big picture here
10:33:04
I am sure you would have told someone about the current issue which the technicians might come and try to resolve
10:33:23
My problem here is that the TV has problems every few months!!
10:33:32
So my question here was that is this is the normal expected behavior from Samsung product? or I have been giving a faulty device, or maybe the technicians spoilt something when they took the TV
10:34:22
I hope you are able to understand what I am trying to convey here
10:34:42
Rajat Sharma
Mr. Sreedharan why Samsung engineer would spoil your product?
10:37:04
It could have been a mistake. I am just saying its a possibility as you already said Samsung products are of high quality
10:37:42
Rajat Sharma
Further as the concern needs the telephonic conversation therefore I am escalating the case from my end and arranging a call back for you on 9496149874.
10:38:03
Yes please
10:38:22
Would you be able to arrange a callback on US number?
10:38:31
Rajat Sharma
No sir we apologize but that would not be possible, we can arrange the call back on Indian contact number.
10:39:19
Ok. 9496149874 is my fathers number.
10:40:01
It would be good if the call is from local Samsung office in the local language that is Malayalam
10:40:20
Rajat Sharma
Sir our escalation team will revert you on the given number 9496149874 in Malayalam language.
10:41:50
ok. Thats good to know
10:42:22
Rajat Sharma
I hope, I was able to answer your query today. Is there anything else, I may assist you with?
10:42:34
No Rajat
10:42:41
Unfortunately you were not able to answer my query
10:42:51
Rajat Sharma
I take this opportunity to thank you for sparing your valuable time to interact with me today.
10:42:55
But I assume this is all you could do
10:43:12
Rajat Sharma
I understand sir and I apologize for that but we also have the limitations.
10:43:19
I understand. I didn't have much expectations from chatting here as I know you guys don't have much power to escalate matters
10:44:00
Do you mind if I put up this chat transcript on twitter, facebook and my blog?
10:44:34
Rajat Sharma
Mr. Sreedharan I have already escalated the case from my end.
10:44:43
I know you can't really agree to the facts here. But I am sure after all my explanations you surely understand I have got a faulty TV at hand.
10:46:17
Rajat Sharma
We apologize for the discomfort you are facing and really appreciate your patience in this regard.
Further our escalation desk will not handle your case to provide you the best possible solution.
10:46:20
Rajat Sharma
Further our escalation desk will* handle your case to provide you the best possible solution.
10:46:46
Anyway. Just wanted to know if its fine by you if I share this transcript with some groups on fb and if I post it to twitter
10:46:51
Rajat Sharma
We really appreciate your patience and co-operation. We assure you that we’ll try and resolve your issue with the best of our abilities.
10:47:26
I understand that.
10:48:01
Rajat Sharma
As the time frame for the call back would be 24 hours therefore we request you once wait for the call back before proceeding further.
10:48:01
Its already been 3 days Rajat
10:48:16
Anyway
10:48:18
Rajat Sharma
Sir I have just escalated the case.
10:48:30
You didn't answer my question. Or is it ignored purposefully?
10:48:33
I understand you have escalated it. Its been escalated so many times in 2 years that I am tired
10:48:54
Rajat Sharma
Sir I have answered you last message that the time frame for the call back would be 24 hours therefore we request you once wait for the call back before proceeding further.
10:49:12
Rajat, 24 hours timeframe is not escalation
10:49:33
If its escalated it would be as soon as possible. I am facing problem for more than 2 years now
10:49:53
I am sure you can see I have taken enough effort to detail that in this conversation
10:50:07
In 2 years the TV has been down for almost 5 months. If that is what Samsung expects us to believe is high quality then I can't do much
10:50:51
Rajat Sharma
Sir the call back arranged in Malayalam language and the case needs to be discussed once with the Service Centers and the Service Centers are off today due to Sunday therefore I have provide you he time frame of 24 hours.
10:50:58
The service center guys told us they will come day before yesterday and yesterday too
10:51:34
Rajat Sharma
therefore I have provide you the* time frame of 24 hours else it would be of 4 hours.
10:51:35
We are just a joke for them now..
10:51:48
Rajat Sharma
I understand it has not been a very pleasant experience for you however I would request you to please offer another chance so that we can assist you better.
10:51:59
They have to visit us every few months anyway and then make us wait for a week or two
10:52:05
I don't have a choice here Rajat.
10:52:18
I paid 73k
10:52:22
I have been giving chances so many times
10:52:30
Rajat Sharma
Since we need to get in touch with the team to update you on the case, we request you to allow us some time and we will surely get back to you on the same.
10:52:43
and now you are saying its escalated, but it will take 24 hours. thats what they say when we open a new case too
10:53:00
Take your time Rajat. We don't have a choice here anyway. Samsung escalation probably work sthis way
10:53:25
The technicians fool us by saying they will come and never come. This repeats for a few days before they finally come and either spoil the TV or give wrong diagnosis
10:53:58
You can do the 24 hours escalation like you explained.
10:54:45
I just wanted to check with you before I posted the transcript
10:55:22
Rajat Sharma
I have provided you the best possible solution from my end Mr. Sreedharan and we apologize but you need to wait for the call back as you would get the call back with in 24 hours.
10:56:49
I understand Rajat. There is so much you can do
10:57:33
It shows how serios Samsung India is about customer care
10:57:57
Rajat Sharma
With regard to query related to your Samsung product, we provided you the required information.
10:57:59
The summary is the technicians spoilt the TV or I got a faulty piece. Or maybe this model was of low quality if the technician calls every few months is to be expected.
10:59:15
Anyway I assume as my question is ignored its fine for me to post this transcript
10:59:35
Rajat Sharma
Sir I have answered your every query.
11:01:34
Rajat Sharma
However directly answering in Yes or No would not be possible for us.
11:01:59
Oh ok
11:02:06
so I assume it's fine for me to share the chat transcript as you are fine with it
11:02:33
Thanks
11:02:35
Rajat Sharma
Sir the choice is all yours further as per the scenario I have escalated the case for you from my end and I have tried to provide you the information which would be possible from my side.
11:03:45
Rajat Sharma
You are welcome sir.
11:03:58
24 hours is not escalation Rajat. The technicians Samsung has appointed take us as a joke
11:04:34
If you call 24 hours for this case as escalation I assume the chat support also sees its customers as a joke. If even after 2 years I am being told this!
11:05:33
Rajat Sharma
Sir the call back arranged in Malayalam language and the case needs to be discussed once with the Service Centers and the Service Centers are off today due to Sunday therefore I have provide you he time frame of 24 hours. Further if it would be possible for our escalation desk then you would get the call back by the end of the day. Hope you understand.
11:06:01
I am sure after this we both understand that Samsung is the last brand you should look for when buying things considering the low quality and sad customer service where after 2 years of woes
11:07:34
I am getting such a response
11:07:40
Rajat Sharma
I would like to thank you for giving us such valuable feedback, I have registered the same and it will be forwarded to our supervisor for further improvements.
11:08:12
Will it be? I doubt so
11:08:25
Rajat Sharma
Feedback already taken sir and for the same the reference number would be 8477460827.
11:09:09
Ok
11:09:17
In that case I would like to give more feedback
11:09:49
Rajat Sharma
Sure Mr. Sreedharan.
11:10:11
-> Escalation should be an actual escalation. 24 hours timeline is not an escalation. Especially when the customer is having issues for more than 2 years
11:10:19
Rajat Sharma
May I know did you read my above mentioned messages?
11:10:42
I am reading all your messages Rajat. I already know when you copy paste comments
11:11:06
I hope you are reading all my messages
11:11:33
Rajat Sharma
Sir the call back arranged in Malayalam language and the case needs to be discussed once with the Service Centers and the Service Centers are off today due to Sunday therefore I have provide you he time frame of 24 hours else it would be of 4 hours. Further if it would be possible for our escalation desk then you would get the call back by the end of the day.
11:12:31
This is a copy paste comment again
11:12:56
You sent that already
11:13:08
Rajat Sharma
Sir the above comment have the answer of your last query.
11:13:32
Its not the answer Rajat. It will still be 24 hours right?
11:13:53
What I sent is a feedback:
11:14:11
-> Escalation should be an actual escalation. 24 hours timeline is not an escalation. Especially when the customer is having issues for more than 2 years<br/>
11:14:13
Rajat Sharma
Sir today is Sunday and Service Center would be closed today.
11:14:19
I see
11:14:28
So is there any answer to this?
11:14:37
Rajat Sharma
YEs.
11:14:45
Rajat Sharma
Yes*
11:14:47
The service center guys told us both days that they are coming and they didn't
11:14:51
and this happens every time we had problems. Everytime means everytime..
11:15:12
we keep calling them and they tell us they are coming and then they don't
11:15:26
Rajat Sharma
Sir both scenarios are different.
11:15:35
happens usually for a week before they turn up
11:15:39
Rajat Sharma
We are providing you the escalation desk call back time frame not the engineer visit time frame.
11:16:00
yes. but for the same people you are saying escalation takes 24 hours :)
11:16:01
if Samsung has given contract to third party company then they are the wrong ones. They are making sure samsung loses its reputation here
11:16:27
Rajat Sharma
Sir you need the call back without follow up with the Service Center?
11:16:33
Rajat I was giving feedback. from what you said I understand the escalation process doesn't really work in Samsung
11:17:06
I was just telling what I experienced so that hopefully some other unlucky samsung customer does not have to go through what I went
11:17:36
Rajat Sharma
Feedback already taken sir and for the same the reference number would be 8477460827.
11:18:22
Is this feedback for the low quality TV production or the technicians who don't turn up?
11:19:30
Rajat Sharma
This is for all the feedbacks you are sharing.
11:20:06
Ok
11:20:14
How do I check the progress of this?
11:20:20
Rajat Sharma
You would get the call back on your concern from our escalation desk.
11:21:41
For the feedback as well?
11:21:59
Rajat Sharma
No sir.
11:22:23
So let me make it clear
11:22:53
How do I check the progress of the feedback which I have shared
11:23:09
Because if you say I can't I am sure nothing will be done
11:23:47
Rajat Sharma
There is no such way to check the progress of the feedback.
11:23:54
I see. So nothing will be done
11:24:38
Thanks for clearing it up
11:24:44
Rajat Sharma
With regard to query related to your Samsung product, we provided you the required information and hope that it will be helpful to you.
11:26:23
Nope. It hasn't been helpful yet
11:26:50
Rajat Sharma
Thank you for contacting Samsung online chat support. Feel free to contact us back again in case you need any further assistance, you may contact us via the same channel (http://livechat.support.samsung.com/Customer_new/IN).
11:26:50
font size largerfont size smaller FINISH
Our Live Chat agent will be with you shortly. You are currently in queue.
Welcome to Samsung Live Chat. How may I help you?
Hello
09:07:07
Rajat Sharma
Good Morning Mr. Sreedharan ! This is Rajat. I will be happy to help you today.
09:07:10
Good Morning Rajat
09:07:19
I hope you already have the details of my TV including the Model number and serial number
09:07:41
Rajat Sharma
I really apologize that you are facing issue related to Samsung TV, I will try my best to get your issue resolved as soon as possible.
09:08:14
Rajat Sharma
May I know from how many days are you facing this issue?
09:08:20
Sure. I expect I get a good resolution from this conversation.
09:08:34
Like I said in the description I have been facing issues since the first month we bought the TV
09:08:54
To give you a clear picture.
09:09:09
Rajat Sharma
I will be glad to help you in every possible manner.
09:09:28
This is my first Samsung product and seeing the experience with it I am afraid to buy another Samsung product and the kind of service I got I hope this is how it is not for everyone
09:09:47
I bought this TV for Rs. 72500. Which was way above my budget. But I got it finally thinking I am going for a reputed brand and will not have to worry about buying another TV for another 10 years or s
09:10:30
At least that was the expectation. Paying that kind of money, again iterating, Rs. 72500 for a TV was a lot for us. We got it with the hope that we won't have issues with the reputed brand
09:11:15
The TV stopped working exactly after a month of purchase.
09:11:37
We raised a complaint with customer care. And we were told the issue will be resolved in 40 hours if I remember right
09:12:13
The service guys took more than a week to come to our house. And it took around 30 to 40 days to get the TV repaired and working
09:12:45
Rajat Sharma
I am sorry that you had such kind of experience with Samsung. However, I assure you that I will definitely help you to resolve your concern.
09:12:47
Rajat Sharma
I am sorry that you had such kind of experience with Samsung. However, I assure you that I will definitely help you to resolve your concern.
09:12:50
so this was how it started
09:12:56
We had numerous issues in between
09:13:05
But I don't want to detail all of them here
09:13:13
So last month again we had an issue where the video was totally fuzzy
09:13:38
Again we raised a complaint. The service guys took a week to come and check
09:13:55
He didn't really do much diagnosis and said we have to change the board which will cost around Rs. 9000
09:14:18
I was baffled. Paying another 9k for a TV which I had paid Rs. 73k
09:14:37
I did some research on the internet and found the factory reset code for the TV and tried it myself
09:14:56
Rajat Sharma
Had I been in your situation, I would have felt the same, but I assure you that your concern will be addressed on priority.
09:15:25
And you won't believe it. The issue went off. The service guys took Rs. 250 from us for their useless diagnosis and asked us another Rs. 9000 for an issue which was fixed using a factory reset
09:15:39
I called them up and they refused to give back the Rs. 250 which we had paid for their wrong diagnosis
09:16:03
By now I am totally fed up with the kind of service I am getting for the money I paid
09:16:19
Now again 3 days back the TV just stopped working. When I switch it on the Samsung SMART logo comes and then it keeps repeating. It stays in a reboot loop forever
09:17:00
The TV is not switching on. Factory reset doesn't work too
09:17:12
Again we raised a complaint and its been 3 days. Every day the service guy says he will come and he doesn't show up
09:17:36
Please tell me what I should do now
09:17:47
Should I e expecting to pay another 10 to 20 k for this TV?
09:18:01
Rajat Sharma
Kindly stay online while I retrieve the required information. This may take up to one minute
09:18:04
I obviously have got a faulty TV set from Samsung
09:18:13
It has had problems from the day I bought it
09:18:22
Paid Rs. 73k for a TV which has just worsened the experience for me
09:18:51
Including the service
09:18:56
I am really fed up with the kind of service and support I got from Samsung. So I have been really unlucky here because I got a faulty set or should I understand that Samsung productsare of lowquality?
09:20:25
Rajat Sharma
Thank you for staying online. I regret the delay in responding to your query. Please continue to stay online for 1 more minute as it is taking more time to check the details.
09:21:40
Sure. Take your time but please give a good resolution. I have had nothing but pain because of this TV since last 2 years
09:22:22
Rajat Sharma
Thank you for staying online. I regret the delay in responding to your query. I appreciate your patience in this regard.
09:27:33
ok
09:27:37
Rajat Sharma
Sir as I am checking in our records, this is regarding UA50J5570AULXL LED TV, in which power related issue is there.
09:30:58
yes
09:31:22
Rajat Sharma
For this concern the engineer will visit at your place soon, as the request was assigned by the dealer side for the same concern. Therefore we request you to kindly wait as your request is already with the Service Center and before visit he will call you for the confirmation.
09:31:23
He has called us and we have been waiting
09:31:48
He never shows up
09:31:51
Rajat Sharma
However I have sent an urgent reminder to the Service Center so that they can do the needful on priority basis and update you on same.
09:31:55
This has happened every time
09:32:03
Even when the TV was just a month old
09:32:09
Like I said they took 30 to 40 days to repair the TV
09:32:25
and more than a week just to show up
09:32:38
Rajat Sharma
I understand how frustrating and inconvenient a situation can be, though with Samsung you will be getting complete support to resolve your concern and we will ensure that your issue will be rectified as soon as possible.
09:32:54
Rajat I am don't really want a copy paste response which I get always
09:33:11
Rajat Sharma
Our sincere apologies for the inconvenience caused in our delay of services. Allow us another chance and we will assist you with the best of our services to your satisfaction.
09:33:17
We are told everyday that things will get better. Someone will show up and all
09:33:36
Can you please explain about the last time when we had video issues and they were about to charge us 9000?
09:33:57
If I hadn't done the factory reset I would have lost 9k
09:34:13
Rajat Sharma
We apologize Mr. Sreedharan for the same concern you are facing with the services and the product however we will ensure that the engineer would visit at your place as earliest to rectify the issue.
09:34:27
and they refused to give back our money which they took for a faulty diagnosis
09:34:30
Thats fine
09:34:42
What about the last time?
09:34:46
Will I get my money back?
09:34:55
What about the wrong diagnosis done my the Samsung technician and my money was taken?
09:35:34
Rajat Sharma
Sir have you paid INR 9000 to the engineer?
09:35:39
I paid around 250 for his wrong diagnosis
09:36:00
Rajat Sharma
Sir that is the visit charges.
09:36:13
I would have had to pay 9k if I hadn't rectified the issue myself
09:36:16
So Rajat are you saying that the it was fine that the technician wrongly diagnosed the TV issue, took money from me and was about to charge 9k from me?
09:36:51
What if I hadn't done the search on google and found out the reset method? I would have lost my money because of the technicians lack of knowledge
09:37:35
Ok. Let's leave all this
09:37:46
Do you think all Samsung TVs have such issues? I mean issues every few months where they stop working?
09:38:09
Rajat Sharma
I sincerely regret for the inconvenience caused to you but how can engineer would give you 9000 back which you haven't paid.
09:38:38
I am not asking for 9k. I am just highlighting the lack of knowledge of the technicians who are being sent to our home for which we were charged.
09:39:21
I just want to understand this fact. Should I be expecting to call service technicians every few months if I am buying Samsung products?
09:40:20
Rajat Sharma
Sure, I have taken your valuable feedback and will share with the concern team so that they can work on it as per Customer satisfaction.
09:40:39
Rajat Sharma
Our sincere apologies for the inconvenience caused in our delay of services. Allow us another chance and we will assist you with the best of our services to your satisfaction.
09:40:52
Rajat Sharma
Since we need to get in touch with the team to update you on the case, we request you to allow us some time and we will surely get back to you on the same.
09:40:58
Rajat Sharma
Surely, we will look into the details of your account and ensure that it will be resolved to the earliest.
09:41:12
Please don't send these copy paste responses. You have sent me the same response multiple times
09:41:19
My last question is not answered
09:41:27
I just want to understand this fact. Should I be expecting to call service technicians every few months if I am buying Samsung products?
09:41:37
Rajat Sharma
We apologize Mr. Sreedharan for the same but this time it would be done on priority basis.
09:42:52
Rajat Sharma
However I have sent an urgent reminder to the Service Center so that they can do the needful on priority basis and update you on same.
09:42:57
I am not asking about this time Rajat
09:43:27
I am asking about my experience with this single Samsung product for the last 2 years
09:43:43
Should I be expecting to call service technicians every few months if I am buying Samsung products?
09:43:53
Rajat Sharma
Your word has a lot of weight and makes all the difference in giving us an opportunity to serve you . We'll make sure we'll live up to your expectations.
09:45:35
My questions still hasn't been answered Rajat
09:45:59
Please don't try to avoid it. I want to understand if this is what I have to expect from the Samsung brand or I am just unlucky I got a faulty product?
09:46:33
Rajat Sharma
Sir if you or any customer face the issue with Samsung product then the customer would have to contact to Samsung so that we can do the needful.
09:47:27
Right
09:47:37
So is the Samsung product quality so low that I have to call service people every few months?
09:47:57
Is it normal for Samsung?
09:48:01
Rajat Sharma
I would like to inform you that all the Samsung products have best quality product that is why Samsung is a leading company in AV industry and all of its products launched in the market after lot of inspection.
09:48:17
That's what is advertised
09:49:13
So am I right to assume that I got a faulty product from Samsung?
09:49:26
Rajat Sharma
That would be confirmed you by the engineer after inspection of your product.
09:51:01
Rajat, I have had to call Samsung technicians from the first month I bought the product
09:51:53
every few months
09:51:56
Rajat Sharma
We understand the same sir.
09:52:27
the Tv has had some problems or the another. And its proved that the technicians are not very knowledgeable too
09:52:28
so either the product is of very low quality or I got a faulty product
09:52:47
Don't you agree to that?
09:53:11
I understand it is difficult for you to answer this
09:56:44
It's difficult to own up and take the responsibility.
09:57:13
Rajat Sharma
Mr. Sreedharan the LED TV you have if one of the finest models from Samsung, however LED TV is an electronic device which can have issue.
09:57:18
Exactly
09:57:26
I understand it can have issues Rajat. I work with electronics and I totally understand products can have issues
09:57:48
But issues every few months?
09:57:56
Is that how a quality product should be?
09:58:05
Rajat Sharma
And to rectify such issues Samsung have provided 1 year warranty and also have an option to extend the warranty upto 3 years on Samsung India in warranty product which would be helpful option if customer have any doubt for the product.
09:59:31
I have no doubts that Samsung does provide options to rectify issues. And even though the technicians aren't very knowledgeable and don't respond on time. They are there at least
10:00:34
But again, if a product is having issue every few months; do you think it's a quality product?
10:00:59
or if we believe the fact that samsung produces only high quality products; do you think I was just unlucky and got a faulty product?
10:01:47
Rajat Sharma
It may possible that product is having the issues which is repeatedly occurring however our engineers would tried there best to rectify the issue.
10:05:31
So you do agree I got a faulty product. Isn't it?
10:06:14
I mean that's what it has to be if usually all Samsung products are of high quality
10:06:35
Rajat Sharma
However quality of the product would be confirmed after the standard tests on the product, however I would like to inform you that the LED TV model you have is one of the finest models from Samsung India.
10:06:46
It probably is the finest model
10:07:11
But if it stops working every few months then is it of good quality? or am I just unlucky and got a faulty device?
10:07:45
Rajat Sharma
Mr. Sreedharan exceptions are always there in every scenario. Further as we have mentioned that quality of the product would be confirmed after conducting the standard and specified tests on the product.
10:10:35
It's 2 years now Rajat
10:11:34
Every few months for 2 years
10:11:44
I have come to this conclusion after 2 years now
10:11:52
So if I have got a faulty product after paying Rs. 73k are you saying it takes Samsung to realize that it was a bad product after 2 years?
10:12:22
Rajat Sharma
Sir we would not be able to confirm whether the product is faulty or not as it also depends on the usage of the product. Environment and handling the product would also make effect on the product.
10:15:04
I can confirm its in a very normal environment. Just a fun fact here. The TV we had before this was bought in 1986. It was a Dyanora color TV. its 31 years old now and believe it or not it's working
10:16:36
And I am sure the technicians sent by Samsung would have told us if they had seen something wrong. a good technician would
10:17:21
And they have come to our home so many times now in the last 2 years.
10:17:43
so it has to be one of these Rajat. I am sure you understand it by now.
10:18:01
-> Either the TV is of very low quality
10:18:17
-> I was really unlucky and got a faulty set for which I am suffering
10:18:32
You have already said that Samsung produces products of very high quality
10:19:02
so if that has to be believed then it's just the other option that remains
10:19:14
Rajat Sharma
I understand Mr. Sreedharan that you have faced the issues in your Samsung LED TV and at present for the issue you are facing engineer have already assigned for you.
10:20:14
I understand that
10:20:45
So you are saying its pretty normal that Samsung TVs will have issues every month?
10:21:02
Rajat Sharma
Apart from that may I know do you have another LED TV of Samsung in which you are facing any issue?
10:21:48
This is the first Samsung product which I owned
10:22:21
and if this is the kind of replies I get, then probably the last
10:22:33
You seem to be agreeing that Samsung products face issues every few months. Am I right?
10:22:54
Did I lose you?
10:26:12
Rajat Sharma
I haven' said that Mr. Sreedharan further I have mentioned that LED TV is an electronic device which can have issue. And to rectify such issues Samsung have provided 1 year warranty and also have an option to extend the warranty upto 3 years on Samsung India in warranty product which would be helpful option if customer have any doubt for the product.
10:26:50
I am not talking about the warranty
10:27:17
I am sure Samsung provides warranty for all devices
10:27:29
Rajat Sharma
And we would not be able to confirm whether the product is faulty or not as it also depends on the usage of the product. Environment and handling the product would also make effect on the product.
10:27:34
I am saying that the problem is the device stops working every few months
10:27:48
Rajat Sharma
It may possible that product is having the issues which is repeatedly occurring however our engineers would tried there best to rectify the issue.
10:27:52
so either the product is of very low quality
10:27:59
or I got a faulty device
10:28:03
The engineers you said have been diagnosing for more than 2 years now
10:28:51
Rajat Sharma
Same confirmation would not be provided from our side as for such confirmation you may once coordinate with the Service Center or let the engineer visit at your place so that he can diagnose and confirm you the same.
10:29:03
Exactly
10:29:24
They have been visiting every few months for the last more than 2 years now
10:29:41
Rajat Sharma
Mr. Sreedharan may I know what are you expecting from our side?
10:29:50
I am expecting a resolution for my issue and not the usual copy paste responses
10:30:09
I hope after this long chat you can understand that I have been facing issues with this product continuously for last more than 2 years
10:30:33
the technicians you are talking about have been visiting us all this time with no proper resolutions. From the last visit I understood that they are not really knowledgeable about what they are doing.
10:31:28
They want to take the easy way out of replacing the board and take 9k from us
10:31:45
which fortunately didn't happen
10:31:53
How do I know they didn't spoil something in the TV when they had taken the TV to their repair shop when it had seen issues in the first few months?
10:32:22
Rajat Sharma
Solution would be provided by the engineer after the inspection of the product and the issue might be occurring in the TV.
10:32:37
Is it the technicians mistake because of which we are continuously having issues since last 2 years?
10:32:49
Rajat
10:32:59
You are looking at the big picture here
10:33:04
I am sure you would have told someone about the current issue which the technicians might come and try to resolve
10:33:23
My problem here is that the TV has problems every few months!!
10:33:32
So my question here was that is this is the normal expected behavior from Samsung product? or I have been giving a faulty device, or maybe the technicians spoilt something when they took the TV
10:34:22
I hope you are able to understand what I am trying to convey here
10:34:42
Rajat Sharma
Mr. Sreedharan why Samsung engineer would spoil your product?
10:37:04
It could have been a mistake. I am just saying its a possibility as you already said Samsung products are of high quality
10:37:42
Rajat Sharma
Further as the concern needs the telephonic conversation therefore I am escalating the case from my end and arranging a call back for you on 9496149874.
10:38:03
Yes please
10:38:22
Would you be able to arrange a callback on US number?
10:38:31
Rajat Sharma
No sir we apologize but that would not be possible, we can arrange the call back on Indian contact number.
10:39:19
Ok. 9496149874 is my fathers number.
10:40:01
It would be good if the call is from local Samsung office in the local language that is Malayalam
10:40:20
Rajat Sharma
Sir our escalation team will revert you on the given number 9496149874 in Malayalam language.
10:41:50
ok. Thats good to know
10:42:22
Rajat Sharma
I hope, I was able to answer your query today. Is there anything else, I may assist you with?
10:42:34
No Rajat
10:42:41
Unfortunately you were not able to answer my query
10:42:51
Rajat Sharma
I take this opportunity to thank you for sparing your valuable time to interact with me today.
10:42:55
But I assume this is all you could do
10:43:12
Rajat Sharma
I understand sir and I apologize for that but we also have the limitations.
10:43:19
I understand. I didn't have much expectations from chatting here as I know you guys don't have much power to escalate matters
10:44:00
Do you mind if I put up this chat transcript on twitter, facebook and my blog?
10:44:34
Rajat Sharma
Mr. Sreedharan I have already escalated the case from my end.
10:44:43
I know you can't really agree to the facts here. But I am sure after all my explanations you surely understand I have got a faulty TV at hand.
10:46:17
Rajat Sharma
We apologize for the discomfort you are facing and really appreciate your patience in this regard.
Further our escalation desk will not handle your case to provide you the best possible solution.
10:46:20
Rajat Sharma
Further our escalation desk will* handle your case to provide you the best possible solution.
10:46:46
Anyway. Just wanted to know if its fine by you if I share this transcript with some groups on fb and if I post it to twitter
10:46:51
Rajat Sharma
We really appreciate your patience and co-operation. We assure you that we’ll try and resolve your issue with the best of our abilities.
10:47:26
I understand that.
10:48:01
Rajat Sharma
As the time frame for the call back would be 24 hours therefore we request you once wait for the call back before proceeding further.
10:48:01
Its already been 3 days Rajat
10:48:16
Anyway
10:48:18
Rajat Sharma
Sir I have just escalated the case.
10:48:30
You didn't answer my question. Or is it ignored purposefully?
10:48:33
I understand you have escalated it. Its been escalated so many times in 2 years that I am tired
10:48:54
Rajat Sharma
Sir I have answered you last message that the time frame for the call back would be 24 hours therefore we request you once wait for the call back before proceeding further.
10:49:12
Rajat, 24 hours timeframe is not escalation
10:49:33
If its escalated it would be as soon as possible. I am facing problem for more than 2 years now
10:49:53
I am sure you can see I have taken enough effort to detail that in this conversation
10:50:07
In 2 years the TV has been down for almost 5 months. If that is what Samsung expects us to believe is high quality then I can't do much
10:50:51
Rajat Sharma
Sir the call back arranged in Malayalam language and the case needs to be discussed once with the Service Centers and the Service Centers are off today due to Sunday therefore I have provide you he time frame of 24 hours.
10:50:58
The service center guys told us they will come day before yesterday and yesterday too
10:51:34
Rajat Sharma
therefore I have provide you the* time frame of 24 hours else it would be of 4 hours.
10:51:35
We are just a joke for them now..
10:51:48
Rajat Sharma
I understand it has not been a very pleasant experience for you however I would request you to please offer another chance so that we can assist you better.
10:51:59
They have to visit us every few months anyway and then make us wait for a week or two
10:52:05
I don't have a choice here Rajat.
10:52:18
I paid 73k
10:52:22
I have been giving chances so many times
10:52:30
Rajat Sharma
Since we need to get in touch with the team to update you on the case, we request you to allow us some time and we will surely get back to you on the same.
10:52:43
and now you are saying its escalated, but it will take 24 hours. thats what they say when we open a new case too
10:53:00
Take your time Rajat. We don't have a choice here anyway. Samsung escalation probably work sthis way
10:53:25
The technicians fool us by saying they will come and never come. This repeats for a few days before they finally come and either spoil the TV or give wrong diagnosis
10:53:58
You can do the 24 hours escalation like you explained.
10:54:45
I just wanted to check with you before I posted the transcript
10:55:22
Rajat Sharma
I have provided you the best possible solution from my end Mr. Sreedharan and we apologize but you need to wait for the call back as you would get the call back with in 24 hours.
10:56:49
I understand Rajat. There is so much you can do
10:57:33
It shows how serios Samsung India is about customer care
10:57:57
Rajat Sharma
With regard to query related to your Samsung product, we provided you the required information.
10:57:59
The summary is the technicians spoilt the TV or I got a faulty piece. Or maybe this model was of low quality if the technician calls every few months is to be expected.
10:59:15
Anyway I assume as my question is ignored its fine for me to post this transcript
10:59:35
Rajat Sharma
Sir I have answered your every query.
11:01:34
Rajat Sharma
However directly answering in Yes or No would not be possible for us.
11:01:59
Oh ok
11:02:06
so I assume it's fine for me to share the chat transcript as you are fine with it
11:02:33
Thanks
11:02:35
Rajat Sharma
Sir the choice is all yours further as per the scenario I have escalated the case for you from my end and I have tried to provide you the information which would be possible from my side.
11:03:45
Rajat Sharma
You are welcome sir.
11:03:58
24 hours is not escalation Rajat. The technicians Samsung has appointed take us as a joke
11:04:34
If you call 24 hours for this case as escalation I assume the chat support also sees its customers as a joke. If even after 2 years I am being told this!
11:05:33
Rajat Sharma
Sir the call back arranged in Malayalam language and the case needs to be discussed once with the Service Centers and the Service Centers are off today due to Sunday therefore I have provide you he time frame of 24 hours. Further if it would be possible for our escalation desk then you would get the call back by the end of the day. Hope you understand.
11:06:01
I am sure after this we both understand that Samsung is the last brand you should look for when buying things considering the low quality and sad customer service where after 2 years of woes
11:07:34
I am getting such a response
11:07:40
Rajat Sharma
I would like to thank you for giving us such valuable feedback, I have registered the same and it will be forwarded to our supervisor for further improvements.
11:08:12
Will it be? I doubt so
11:08:25
Rajat Sharma
Feedback already taken sir and for the same the reference number would be 8477460827.
11:09:09
Ok
11:09:17
In that case I would like to give more feedback
11:09:49
Rajat Sharma
Sure Mr. Sreedharan.
11:10:11
-> Escalation should be an actual escalation. 24 hours timeline is not an escalation. Especially when the customer is having issues for more than 2 years
11:10:19
Rajat Sharma
May I know did you read my above mentioned messages?
11:10:42
I am reading all your messages Rajat. I already know when you copy paste comments
11:11:06
I hope you are reading all my messages
11:11:33
Rajat Sharma
Sir the call back arranged in Malayalam language and the case needs to be discussed once with the Service Centers and the Service Centers are off today due to Sunday therefore I have provide you he time frame of 24 hours else it would be of 4 hours. Further if it would be possible for our escalation desk then you would get the call back by the end of the day.
11:12:31
This is a copy paste comment again
11:12:56
You sent that already
11:13:08
Rajat Sharma
Sir the above comment have the answer of your last query.
11:13:32
Its not the answer Rajat. It will still be 24 hours right?
11:13:53
What I sent is a feedback:
11:14:11
-> Escalation should be an actual escalation. 24 hours timeline is not an escalation. Especially when the customer is having issues for more than 2 years<br/>
11:14:13
Rajat Sharma
Sir today is Sunday and Service Center would be closed today.
11:14:19
I see
11:14:28
So is there any answer to this?
11:14:37
Rajat Sharma
YEs.
11:14:45
Rajat Sharma
Yes*
11:14:47
The service center guys told us both days that they are coming and they didn't
11:14:51
and this happens every time we had problems. Everytime means everytime..
11:15:12
we keep calling them and they tell us they are coming and then they don't
11:15:26
Rajat Sharma
Sir both scenarios are different.
11:15:35
happens usually for a week before they turn up
11:15:39
Rajat Sharma
We are providing you the escalation desk call back time frame not the engineer visit time frame.
11:16:00
yes. but for the same people you are saying escalation takes 24 hours :)
11:16:01
if Samsung has given contract to third party company then they are the wrong ones. They are making sure samsung loses its reputation here
11:16:27
Rajat Sharma
Sir you need the call back without follow up with the Service Center?
11:16:33
Rajat I was giving feedback. from what you said I understand the escalation process doesn't really work in Samsung
11:17:06
I was just telling what I experienced so that hopefully some other unlucky samsung customer does not have to go through what I went
11:17:36
Rajat Sharma
Feedback already taken sir and for the same the reference number would be 8477460827.
11:18:22
Is this feedback for the low quality TV production or the technicians who don't turn up?
11:19:30
Rajat Sharma
This is for all the feedbacks you are sharing.
11:20:06
Ok
11:20:14
How do I check the progress of this?
11:20:20
Rajat Sharma
You would get the call back on your concern from our escalation desk.
11:21:41
For the feedback as well?
11:21:59
Rajat Sharma
No sir.
11:22:23
So let me make it clear
11:22:53
How do I check the progress of the feedback which I have shared
11:23:09
Because if you say I can't I am sure nothing will be done
11:23:47
Rajat Sharma
There is no such way to check the progress of the feedback.
11:23:54
I see. So nothing will be done
11:24:38
Thanks for clearing it up
11:24:44
Rajat Sharma
With regard to query related to your Samsung product, we provided you the required information and hope that it will be helpful to you.
11:26:23
Nope. It hasn't been helpful yet
11:26:50
Rajat Sharma
Thank you for contacting Samsung online chat support. Feel free to contact us back again in case you need any further assistance, you may contact us via the same channel (http://livechat.support.samsung.com/Customer_new/IN).
11:26:50
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