I hope this message finds you well. I am writing to you as a deeply disappointed and frustrated customer of Samsung, a brand I have trusted and invested in for many years.
Recently, I purchased a Samsung Soundbar B670 from your store in Dharmapuri, Tamil Nadu, India, with high expectations for its performance, especially given its advertised support for Dolby . However, upon setting up the soundbar at home, I was shocked to find that the Dolby option was not available. This was the first sign of a problem that has since escalated into an incredibly frustrating experience with your customer service team.
I immediately contacted the store manager, but I was met with silence for 10 days. When I finally received a response, the manager arranged a visit to inspect the issue. Unfortunately, due to a power cut, he left abruptly despite my assurance that power outages in this area typically last only a few minutes. His refusal to wait and his hasty departure added to my growing frustration.
Days later, I managed to arrange another appointment, during which the manager returned with a team of 3-4 technicians. Astonishingly, they all concluded that the soundbar does not support Dolby, even though it is clearly stated on both the packaging and the Samsung website.
To verify this, I visited the store the same day and demonstrated that the Dolby option appeared when the same model was connected to a TV. Despite showing this to the manager and Service person, I was left without a satisfactory resolution and i told them if the soundbar does work well even after a service, i won't accept that product, i need only refund. After a week, he took my soundbar for repair without providing any information on the expected timeline for its return or even confirming what exactly was being repaired.
After a week of silence, I reached out in frustration and was told that the soundbar had been repaired. However, I have yet to receive the item, which is deeply concerning and unacceptable for a product that is barely a month old.
I have over 20 Samsung appliances in my home, each purchased with the expectation of superior quality and service. This recent experience, however, has completely shattered my confidence in your brand. The lack of communication, lack of knowledge service person, the inept handling of the issue, and the general disregard for customer satisfaction are not what I would expect from a company like Samsung.
Given the level of frustration and disappointment I have experienced, I no longer wish to keep this product. I am requesting a full refund as I am utterly dissatisfied with the product and the service provided.
I look forward to your prompt response and a swift resolution to this issue.
We would request you kindly contact the dedicated WhatsApp helpline ( 1800-5-7267864 Operations 24*7 ) they will guide you with the exact information regarding your concern.
