3 of our 4 Samsung ML-2851ND printers stopped working in space of 15 days. When we sent the printers to Samsung service centre on 14th of November, they said we need to replace the fuser as well as gear.
Firstly, the part was not readily available. Secondly, we were given a budget of Rs 2,700 for the parts. On 19th of November they gave a bill of Rs 4,062, the bill was 50% more than the estimate. Since we desperately needed a printer, we got one of the printers repaired.
Our finance head asked to confirm these 3 simple questions as the repair part cost was coming to 35% of a new printer.
1) Was the price charged by service centre correct?
2) How do we know if the part replaced is original?
3) What is the warranty Samsung is giving for this expensive part?
These are very basic questions anybody asks while purchasing a product. We have followed up at service centre level, Hyderabad service manager level, Samsung service centre online, Samsung top management and finally escalated at Samsung CEO level. But there is no reply. They just ignored us.
It is very disappointing to see a global company like Samsung not able to answer few basic questions that are related to their product. The customer service is dissatisfactory.
After seeing all this, do you really want to buy a Samsung network printer for office?
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