I have a Samsung fully automatic washing machine at my residence at my native place in Mangalore. This was purchased from Pai Electronics, near Bunts Hostel, Mangalore in May 2007. When I was in Mangalore on 15th January 2009 I realized that my Samsung washing machine was not working and called up your call centre at the toll free number 180030008282 and requested them to send their technician on the same day as I would be there only till the 19th of January 2009. They promised to send someone latest by 8.30 pm on the same day or else at 9 am the next morning.

When I called the call centre the next morning they promised me that the technician would call me and would definitely visit by 8.30 pm. I was then calling the call centre at periodic intervals as I was desperate to get my machine repaired. At 7 pm on 15th Jan.’09 I receive a message from Samsung informing me that the technician is unable to locate our address and hence I would have to call the call centre for a new time and date. When I called the call centre I spoke to Pradeep Prakash and apprised him of my dilemma and the urgency of sending a technician to my residence. He then assured me that the Service Centre manager Sunil D’souza would call me, which he never did on 15th or thereafter. Thereafter I followed up with your Call Centre on 16th, 17th and 19th January. On 19th January at 4.30 pm we had to return to Mumbai.

In the light of the above, the mail from Sunil Dsouza Samsung ASC, A V Services, alleging that my phone number is incorrect, is a blatant lie. My mobile number still remains the same (+91-9820374841) . I am appalled at the after sales service of Samsung at Mangalore and I would definitely like to share this through the internet with others so that they are aware of what they will be in for when they buy a Samsung washing machine. My question to Mr Sachdeva, Samsung, Delhi Office, is if the engineer could not locate the address why did he not call me. On visiting your website and going through service tracker, I noticed that your call centre has made a mistake in the address. I have been spelling out the correct address to your call centre executives ( one of them whose name is Shubha), so why have the necessary corrections not been made. Now when I go in the month of May the warranty of my machine will be over so I will have to pay the service visit charges and also the charges of parts to be changed if any. I also had to hire a washer woman to wash my clothes in the event of the washing machine not being functional.

I now demand an answer from Samsung for all the anxiety I have been put through and the other costs which I had to bear because of the indifferent and callous attitude of the service centre at Mangalore.

I also want an assurance that when I go back in May there will not be a levy of any charge as the fault lies at your end for not sending the technician for 4 days. I also want an apology from Sunil D’’souza who did not think it fit to call me to find out my problem and had the audacity to send me the mail as below.

One last request to Samsung – if you do not have a strong and dedicated after sales service team and infrastructure please do not promote your products and hoodwink the consumers.