I had earlier written about Samsung customer service here having been completely satisfied.

In the past fortnight I have had an opportunity to review the same service. Having bought the TV and succeeded in getting the panel changed here, however exactly a year later, the same panel went off.

On calling the service engineer, who definitely came promptly and informed me that the warranty was over and hence the panel would cost me 25000+. On debate with the customer service, that it was exactly 2 days from the warranty date and more important, how can the same TV have panel problems thrice in a spate of 18 months, there was no answer besides the routine “Sir, sorry we cannot help, you will have to pay for the panel”

Working in a retail business, I appreciate the stance of warranty dates, the fact that the panel problem is persistent, the TV is at fault and hence an explanation is required, which in spite of a fortnight having passed is not forthcoming.

So, in all likelihood, I am left with either having to pay them (but to what warranty?) or dump the TV and buy a new one.

I wonder if other brands are the same?

I have been a Samsung user for the past 8-9 years. AC; Fridge;  TV and have always loved their VFM & superior customer service.

In the recent past, not really recent, but in February 2009 changed the TV. Last month watching DVD the screen suddenly went blank.

A call was made to the hotline & pronto the next day 12 noon technician turned up to inspect, made a couple of calls & said that we would need to replace the panel. With my heart in my mouth, I asked the cost & was told “Sir, it is in the warranty period so no cost but please have a copy of  the bill ready & we shall come tomorrow”.

The next day a call was received at 4 pm & question asked ” Is it OK if we come at 7pm or do you want us to come the next day morning”

They came in the evening, changed it, collected a copy of the bill & went. All of this was always followed up by a courtesy call/sms to confirm action taken.

In my books, it wins hands down! They have a lifelong customer in me.