You are warned. This is a major rant.

My reality 

I live in a modern world and a modern household with modern appliances to make my life easier. I am a gadget freak and love updating my life with technology so in my reality, I have a lot of gadgets like geysers to give me hot water, a toaster for my breakfast, a hot water kettle for my coffee, a washing machine for my clothes, a dishwasher for the dishes …….you get the drift don’t you?

I also have four televisions , four air conditioners and  one refrigerator all manufactured by SAMSUNG from a reputed dealer called CROMA ( that is another story!) 

The virtual world of SAMSUNG

It all began with my SAMSUNG refrigerator which is hardly over two years old. We suddenly found that it wasn’t cooling properly and called up the Samsung service centre. I also made an online service complaint.

Incidentally, when you log on to the Samsung website, the first product that pops up is the telephone. Does this mean that Samsung telephones have the most complaints/customers? 

It pains me to tell you that it took several phone calls to the call centre ( which means a recurrent litany of the customer identification and complaint) before the complaint was attended to. And that too after I complained publicly on Samsung’s FB page.

The real agony of Samsung’s reality

It was only when the television set started playing up did I really face Samsung’s virtual world. As usual, I had an IVR option and after pressing all the buttons, got a Customer Sales Executive who wasn’t busy. I narrated my tale of woe and was told that my complaint would be looked into within the next 24 hours. Days passed before I again complained online.

A real man actually called up and I explained the problem yet again. This time the man told me that the nearest service agent was at Koparhhairane (which is within a 25 km radius from where I live) and that I should take my appliance there.

Anyone who lives in Bombay will tell you that this is a near impossible task unless of course, you are living in Koparkhairane.

All I really wanted was a new remote and a technician to visit my place and fix the snowy screen.

As part of my daily routine now, I make a complaint to Samsung every day only to be assured that the Engineer will call me up and the complaint will be sorted out within the next 24 hours. Needless to say, the 24 hours have extended to a week now.

I wonder when Samsung’s virtual world will match my reality.

Ciao