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Customer Reference Number - 1159518543 - Fraud by Customer care center

Complain ID : CCN045792   39  

Consumer Complaint Complaint Date: June 15, 2020
From over a month, I have been reaching out to your Customer care no 1800407267864. Everytime customer care confirms somebody will call and one such person has made several attempts (changed motherboard, fixed gas, changed fuse) and already taken Rs 10000/- but things not improved with refrigerator. We figured that none of service center agency people approaching us are remotely associated or empanelled by Samsung. Issue still not resolved despite trying to bring the facts to customer care. Issues is:
1. Local service providers who reach out to us for service after getting lead from your customer care have no customer reference no with them (we receive complaint no on SMS but it says technician will call) and although they identify themselves as authorised service providers from Samsung but soon they say they will not give us bill for samsung or its affiliated/ empanelled agency.
2. The person who took money and gave bill (first technician to reach us) had told that due to Covid lockdown only some agency allowed to work with pass and therefore bill is of different agency.
3. It is very clear that hanky panky going on by Customer Care (BPO) in connivance with non-empanelled roadside technicians who have no real knowledge of work and means no Samsung control and loss of tracking and revenue.
4. Even one customer care exec had given us a fraud reference number (this may also be a practice of giving leads outside). All the calls made till now should have voice recording that should be referred by your office to get to the real mess and fraud going behind this.
5. As a Samsung customer, having problem in freezer of sidebyside 600ltr fridge, continues ever after moving pillar to post, even paid Rs 10,000 (bill attached), made several attempts and calls and now this email but with no resolution till now.
6. Hope something will be done to help and also for your company to take corrective measures else all your other quality and marketing efforts are going waste.
Complaint Against / To: Samsung India Pvt. Ltd.

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