Consumer Redressal

Hi, This is with regards to my purchase of Samsung Washing Machine. Please find the details regarding the product purchase for your reference. Product: Samsung Washing Machine Auto Front Loader(6 Kg) Complaint No.: 8456140487 Model Code: WF600B0BKWQ\\TL Serial Code: W0165PCD600908Z Date of Purchase: 6/08/2013 Showroom: Harsha Shimoga (Prakash Retail Pvt. Ltd.), BH Road, Shimoga Tax Invoice No.: 4CY01541 Reference No.: N55113 We would request you to kindly note our complaints with regards to the irresponsible behavior of Samsung team (Sales/ Service/ Customer Care) and problem with the washing machine right from day one. Please find below the details Initially on the purchase it was clearly communicated by sales team that: There are three modes of functions in the washing machine: Wash, Rinse & Spin. In case of a power failure, the machine will start functioning from where it stopped. The same is an existing feature common to all types of washing machines. 1. However post implementation there has been a huge difference in the above communicated functionality and the machine mode restart from the beginning of either of this mode (Wash, Rinse & Spin) every single time during washing in case of discontinuation in power supply. Ideally in case of power failure, the process should resume from the place stopped as per the normal function; instead it is going back to the starting of the mode in which it is running at that point of time (Wash, Rinse & Spin). When the same was clarified with Samsung Customer support team, the clarification was that “As per the new technology atleast half an hour memory back-up is provided with every machine and in case of a power failure the process shall start from where it was stopped within that duration”. Even after checking the same with Samsung team (Service & Customer Support) repeatedly, confirmed that there is no change in the functionality and the process remains the same as mentioned in Point 1. 2. However when the same customer team was contacted second time to communicate that” the same problem persists even in the case of a power failure for 5 mins or By Switching the machine On or Off within seconds, the customer care as well as the support team changed the version completely. The explanation completely changed from “Half an Hour memory back up to No Memory backup in case of a power failure and the restart of the machine from the beginning of either of the process (Wash, Rinse & Spin). 3. This clearly shows an ambiguity on part of Samsung team to clearly explain the product feature and is a clear case of keeping the Customer in Dark about any details w.r.t product. The point to be noted here is for a single machine how can the process be completely different in two instances mentioned above. 4. This is a clear case of collective manipulation/misrepresentation of facts with regards to the product from Sales, Service Team & Customer Care. It’s shocking to know that Samsung service team can pressurized their customer support team to communicate the message what they want to communicate to the customer instead for providing correct information. People involved in manipulation/misrepresentation of facts with regards to the product are • Ajay- Service Executive (9972450342) • Madhu – Service Manager, Shimoga (9742265276) • Roshan- Incharge Manager for Up country (9900813000) • Bihubansu – Service Executive, Branch Office, Kasturba Road, Bangalore • All Customer Care Executives 5. When a request was made to officially communicate and document about the so called New feature (No Memory backup in case of a power failure and the restart of the machine from the beginning of either of the process (Wash, Rinse & Spin)), the request was refused. Also to further highlight, there are lots of compliant in the washing machine and has been completely erratic from the day one of use and is a complete letdown from what the customer expectations where set from Samsung. Needless to say this is a clear case of selling a Damaged/ Defaulted Product and We would request you to help us in getting refund for the same. At all point we shall make it clear that this is a clear case of miscommunication on the company’s part and is in no way influenced by the motive of a refund. The very trust on the Brand Samsung has diluted significantly and we are in no mood to continue our association going forward We would request your speedy action on our complaint and help us in getting refund of the value of the machine. Thanks & Regards Sudhanva Bangalore sudhanva26@gmail.com 09886172843