Question

Issues with Samsung Washing Machine Services in India.

Subject: Issues with Samsung Washing Machine WR24M9960KV (Samsung 21Kg Front Loading Fully Automatic Washing Machine) Services in India.

This is to inform that we have bought Samsung WR24M9960KV washing machine - Front Loading with AddWash 21.0Kg (Batch Num: 000205, Inv. Num: 002122) on 10-Feb-2019 through Reliance Retail Limited in Phoenix market city, Chennai, India. Within Six months we got a problem with the washing machine in September-2019.

We have gone through terrific following procedures to even predict and diagnostic the problem with the washing machine. Even our machine is in warranty and not even completed 6 months from DOP.

1) Samsung washing machine product service request no: 4291247917 from Samsung customer care on 26-Sep-2019.

a) First time an Engineer came from Samsung service centre on 27-Sep-2019 10:31 AM and saw the machine and told could not attend as a single person will take a another person and come.

b) Second time after 6 days, two persons from Samsung service center came on 02-Oct-2019 11:15 AM and told that control wire and display wire has broken in the top board of the washing machine from the back of the machine. On that day we also witnessed the display board has not worked but the door and door light has been worked properly (open/close) so we told them to change whole set of control wire for an extra cost. But they told to buy with a new board itself because the control wire should not come alone from Samsung. We accepted this too for an extra cost even though our display unit worked properly.

c) Third time after 23 days, Samsung service center have sent another Service Engineer on 20-Sep-2019 12:30 PM with the control wire and display unit without a display wire. So he asked us the display wire and told it won't come under this package needed to order separately. So he went off.

d) Fourth time after we follow-up the service centre with several calls another service person came on 25-Sep-2019 11:00 AM and told that display wire is not available in market should wait for another 20-25 days to get a new one itself. So told us to use the same wire as it is not available in the market. He started to sleeve it again connect the same BROKEN WIRE. Is this what the procedure for Samsung India to do the servicing of a high- end machine?

e) After fixing the Control wire, display SLEEVED WIRE with display unit also the machine DID NOT WORK and COULD NOT OPEN THE DOOR of washing machine. He told that need to open the entire machine and check that too can’t do it right now need another two specialist to open and check this Samsung washing machine. He went off on 25-Sep-2019.

f) While servicing we have noticed that they couldn't even know how to dismantling the machine in this model, they have handled it roughly so machine lock knob & ring of the display unit got damaged.

g) I think there is no proper demo for this model Samsung WR24M9960KV washing machine in India from Samsung to Service Engineers (Samsung service Centers).

h) Every time we are contacting to the Samsung Customer Care while talking they are taking a ticket. But it will be closed automatically without solving the issues. This Opened ticket has been closed without talk with us (reference quote: 225706344Cool. If we complain again a different ticket is open for it.

2) After their service only we realized that they don't know how to service the Samsung Washing Machine WR24M9960KV (Samsung 21Kg Front Loading Fully Automatic Washing Machine). In this condition. Why Samsung is introducing new product in market without spare parts in market & without experienced Service Engineers for such service.

3) As a consumer, we are not purchasing things for your testing purposes. If Samsung could not solve the issues means there is no meaning to keep the product in market for sales in India.

4) Is this many days taking for a services team to diagnose the fault in a machine and to rectify it? Is this what Samsung’s working pattern. Because they have not fully predicted and diagnostic the problem Till now. If so I don’t want this kind of services and this model Samsung WR24M9960KV washing machine.

5) Also we want to high light here without having a safety how could be a machine introduced in market. There is no safety cage in the bottom of the machine with 140 kg of net weight and 686 x 1,192 x 864 mm. How it would be protective without safety in this Samsung WR24M9960KV washing machine. Is it also a trick of Samsung design team to enter anything and get damaging through that doing servicing for the machines?

Herewith we regret to inform that Samsung need to take back the machine and in future too we don't want to buy Samsung Products. It lost the trust of the customer. If Samsung did not get back the machine from our side we are ready to take legal action in this based on the footage what we have in our hand while servicing the washing machine.

When the service engineer told for the jack cables from Control board to Display board DON’T have a JACK CABLE CODE for ordering separately, it will come only with the main board itself.

Can any company give a product in the market and without any spares and related product service engineers to handle it? But the cost of the machine is around 1,47,600.00 INR. Then what is the use of the brand name as Samsung products?

Also how a washing machine has been approved in market without a safety mesh. Is anything entering inside the hollow section of the bottom and damaging the washing machine with spoiling the hole earthing system is accepted by the safety hazard rules?

We want to highlight the above issues with others for not buying this Samsung Product of high-end models and suffered like us.

We want you to take an immediate action in this.

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