Poor service from Smart Electronics, Samsung service center

I’m a customer of Samsung with many Samsung products at home including many phones, microwave oven, and washing machine. I’m a plastic surgeon at the govt. medical college thiruvananthapuram and spare time is a very difficult to find, for me.
My washing machine (model:WA82V4GEC/XTL; Sl.no. W0765ZCZ400907W)- broke down on 13/08/15. It’s almost 3-4 years old and some repair for any product of this age is expected and acceptable- no complaints.

The problem is with getting it repaired. I registered a complaint in samsung toll free number on 14/08/15.(ref. no. 4199488674) I was told that I would be contacted by the service centre the same day. but, no one called.

The next day I made another call to the toll free number, I was told again to expect a call from the service centre, which also never came.

I then located the service centre – SMART ELECTRONICS at sreekanteswaram, thiruvananthapuram and took the machine to the service centre on 19/8/15. The technician had a look and told me that there was a problem with the machine’s PCB and water valve. which had to be replaced(Work Order no.7117).

On enquiry, he told me that the parts were available and I could collect the machine the next day. i paid an advance of Rs.1500 against an estimate of Rs.5300 (receipt no.222 dated 19/8/15).
When I went to pick the machine up the next day(20/8/15), I was told that the work was done, but they needed to observe it for some time and asked me to call them one day later. OK, I was fine with that,.

I called the next day to be told that the complaint was not resolved and asked me to wait for another day, Fine, I waited.
I called them last on 22/08/15, when I was told that the work was in progress and will be informed when it is done and I need not call them again and again (as if I was begging alms of them).
I asked them to be more responsible or I definitely wont hesitate to move court. Then, technician, i guess, spoke to me over the phone. He told me that he would call me back in an hour. and I’m still waiting after 4 days for his call.

This is hopeless response from the staff at this service centre. They should at least learn to respect other’s time and be honest. I wouldn’t mind if they told me at the outset that the work may take time and I need to wait for a week or more.But, this is utter disrespect for my time and patience. And i am seriously offended.
I’m not going to call them anymore. Once I get my machine back, repaired or not, I’ll see if I can do something to get them straight.

Raj gopal
Paravila Puthen Veedu, Near SBI, Sreekariyam, Trivandrum 695017, Kerala
Email: drrajgopal[@hotmail.com / 26/08/2015 / 2:48 pm

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