 Moderator :
Awaiting R. Srikanth, Vice President-Customer Satisfaction, Samsung India Moderator :
Good Morning . Welcome to Channel Chat with R. Srikanth, Vice President-Customer satisfaction,  R. Srikanth :
Good Morning to all of you
Moderator :
Good Morning . Welcome to Channel Chat with R. Srikanth,Vice President-Customer satisfaction, Samsung India Kumkar, IT Works, Durgapur :
Q: We want to know the latest model features.What are the price range for the various products which have launched as compared to other brands?Why is there no service station in Durgapur? R. Srikanth :
Kumkar Good Morning to you.. R. Srikanth :
To answer first part of your question request you to visit our.. R. Srikanth :
website www.samsung.com/india to get the latest insight of our rannge R. Srikanth :
We do have a service center in Assansol where we render onsite ... R. Srikanth :
service for Durgapur ..however your suggestion well taken... R. Srikanth :
we will advise our service manager to see the possibility Ram, Keshri Infotech, Bangalore :
Q: What is the after sales support that you provide for your products? Does Samsung provide any training programmes for their dealers and do they organize any technical meet for the partners and the dealers? R. Srikanth :
Yes, we do have a proper Service Training Academy (for our internal colleagues) R. Srikanth :
With respect to the dealers personnel, we are in a phased manner introducing the system of training and skill development through our Samsung Marketing Academy in Delhi Dipesh Doshi, Ratnam Enterprises, Amravati :
Q: Since last 2 months Samsung IT product are not available in Amravati. Are there any chances of continuity of the products in the market in near future. R. Srikanth :
Would give this input to our Sales team. Thanks for your continued patronage Kuldeep, Bright ways Computers, Delhi :
Q: With regard to the HDD we are getting frequent complaints of crash and our clients are not getting the proper replacement services. To boost up the sales you should provide quicker and proper replacement services? R. Srikanth :
Sure, we have the central collection and supporting center at Nehru Place in Delhi. Would request you to kindly contact our colleagues there, so that it can be done. R. Srikanth :
Infact, we validate the warranty issues and on the spot offer swap units at the Nehru Place Service Center. Rajshekar, Mentor Systems, Bangalore :
Q: What are the upcoming products from Samsung?Servicing for the products is too slow. Regarding this we face lot of problems. How do you look into this issue? R. Srikanth :
For upcoming products, please do look into our website, it gives all the latest introductions. R. Srikanth :
With respect to servicing, pls do give some more details of what type of problems or you can write to us at support.india@samsung.com so that we can support you ... R. Srikanth :
We also have our Service Plaza in B.T.M Layout in Bangalore where you can visit and discuss with our Customer Relations Officers, for supporting you on the spot. Anbarasu, Akash Computers, Bangalore :
Q: Are there any schemes for HDD presently running from Samsung? After purchase after 2 or 3 days if there is any defect in products there is no replacement but they provide only service why is it so and is this rule is from Samsung or distributors or resellers?There is no early replacement for HDD and laser printer in Bangalore. How to meet the customer needs in this matter? R. Srikanth :
HDD is not servicable from the hardware point of view. Therefore, we see for bad sectors or software errors, which can be removed... R. Srikanth :
But, if the repair symptom is of different nature, we normally swap with a new unit ... R. Srikanth :
Our policy is to serve our customers within one day and preferably on the spot... R. Srikanth :
For Laser printers, you can log your call in 1600 11 00 11 and we offer on-site service . rajeev, global connections 8, kalka :
Q: Replacements of HDD is very good and well in time. My question is that when ever fitting the drive the plastic connector sometime gets minor crack and is not accepted under warranty.Can such cases in general be accomodated R. Srikanth :
Yes, we do believe in Customer Satisfaction. Normally, HDD connectivity is sensitive and minor damages also is linked to the damage to internal parts of the drive... R. Srikanth :
Therefore, it is not acceptable as a system. This is an industry practice too. Inderjeet, Friday Informatics, Delhi :
Q: From where can we get the details of the technical features and configuration of the notebooks by Samsung as till now Samsungs notebook are not much visible in the market.What kind of strategies Samsung is going to adopt to provide better and quicker after sales support as it directly related to the graph of sales. R. Srikanth :
You can log in our website www.samsung.co/in or samsungnotepc.com and get all the details as you require... R. Srikanth :
We have been the first company in India to render on-site service across India, long back and all our policies are customer oriented and friendly... R. Srikanth :
We have started now with establishing Service Plazas (malls for service) wherein we want our customers to interact with our colleagues and feel the good service, not just get service... R. Srikanth :
Service Plazas as a concept is Samsungs creation and this will assist the positive brand image and sales in the long run. Uday, U.K.International, Bangalore :
Q: What is the latest launches from Samsung Harddisk and which of them are there in market?Within warranty period if there is any defect with the product why replacement is not given? How does the company plan to add this issue?Are there any plans of putting up of more service centers in Bangalore? R. Srikanth :
I will answer your question in three parts... R. Srikanth :
For the latest launches, and product related, we keep our website updated and so you can look for details into the same... R. Srikanth :
We do give replacement for HDD (as i had mentioned earlier) since it is not a servicable product, but this is subject to validation of warranty... R. Srikanth :
We do have in Bangalore two Service Plazas one in B.T.M layout and the other in Rajajinagar, near Navrang Theater on the Chord Road. We also have service centers in other parts of Bangalore, and we are in the plan of opening up more collection centers, which will benefit our HDD and OMS customers. Dinesh Pareek, Ankit Computers, Bangalore :
Q: What are the main features of laser printer ML 1710P? What is the potential for ML 1710 laser printer? What are your warranty policies? R. Srikanth :
This is a parallel port printer which has a P as a suffix and the other model you have given is a serial port printer. Both carry 3 year on site warranty... R. Srikanth :
We are giving standby units in case of delay in repair at our end and also pick up and drop facility at the Service Plaza locations... R. Srikanth :
For key features, which are many in our printers, pls do see the website. sandy francis, franc hp systems, Bangalore :
Q: You have a Good Service Location in banaglore in BTM layout. Why dont you look at providing Cd drive support and harddisk support from there also R. Srikanth :
Thanks for the inputs, we will shortly start these facilities in all our Service Plaza. sujith, TneT Mavelikara, Mavelikara :
Q: From when did you start Onsite warranty in upcountry locations for Monitors ?Here I am getting service in my counter!It is very helpful.Good initiative by Samsung! R. Srikanth :
We started on-site for CM in 1998, we infact were the first company in India to do so. R. Srikanth :
In case you need any support, you can always contact us at support.india@samsung.com and our service manager nearest to your location will be of support. Arun Duggal, Adhunik Computers, Delhi :
Q: Samsung as a company holds a good mind share but when it comes to services and channel interaction you need to work still harder as these services are really slow and needed a lot of improvements.What initiatives will you take to provide better services and to assure the end users for the same? R. Srikanth :
Thank you for your inputs... R. Srikanth :
You would have seen our advertisement and promotion recently during 28th May to 5th June for FREE SERVICE CAMP... R. Srikanth :
We want our message to reach out to as many customers as possible, so that if one requires service, we are there to support... R. Srikanth :
Samsung as a company conduct this FREE SERVICE CAMP every year, from 1998, and this is the speciality... R. Srikanth :
With such initiatives, and Service Plaza in more locations, in prominent landmark areas, we are making ourselves more visible so that more customers can use our services... R. Srikanth :
We also have a toll free customer helpline, which is another initiative for customer support ... R. Srikanth :
If there are any particular ideas which you would like to share with us, pls do write to us and we will practice the same. Rajesh swain, Frontline computer solution, sambalpur :
Q: Service quality has improved in hard disk & optical drive & also overall Samsung service is very competitive in market. But I have a small question that is it possible to increase the warranty preiod for optical drive from 1 year to 2 year ? Do u have any plans for the same. R. Srikanth :
Thanks for your comments... R. Srikanth :
Worldwide OMS is going towards use and throw concept due to the low price of the product and tech advancements... R. Srikanth :
Infact, from a customer point of view, it will be quite expensive to visit a service center considering the cost of the product... R. Srikanth :
But, we will take your opinion into consideration during our strategy sessions and consider positively. Thanks for the inputs. ANUP CHAUDHRY, INNOVATIVE SYSTEMS PVT LTD, ALWAR (RAJASTHAN) :
Q: Is there Samsung have planing to open more Service Centers for IT Products in Rajsthan particularly in Alwar. So that we can give our customers effeiceint and satisfectory services. R. Srikanth :
Yes, we will open a service center in Alwar shortly, we are looking out for the place and biz partner. We will give you the good news very shortly. Sanjay, computer pheripheral, delhi :
Q: good morning mr shri kanth, What is the channel support you are provinding for consumables of printer ? like SCX 4100 toner is not easily available in market R. Srikanth :
Thanks for your inputs... R. Srikanth :
Actually Consumables is part of sales, and is handled directly with the sales channel... R. Srikanth :
We in Service are not a biz unit for revenue generation in our company and therefore i will take your comments and opinion to our sales colleagues, for them to redress... R. Srikanth :
In case you want to get a solution immediately, you too could write to sharad.s@samsung.com . Ravi, Premium Systems, Bangalore :
Q: Excellent and responsive service by Samsung. Need to know service locations in West Bengal also as im planning to start export in WB also. R. Srikanth :
Thanks for your comments... R. Srikanth :
We have our service centers in Kolkata city, Howrah, Midnapur, Malda, Siliguri, Barrackpur, Asansol and resident technicians in other main cities up country... R. Srikanth :
For the addresses and details, you could look into the website www.samsung.co/in and in the Support page, the details are available... R. Srikanth :
If you need any particular address or location, we can give you now. rajev jaiswal, global connection8, KALKA :
Q: Good Service support in chandigarh till the time new service centre has come for IT products with good attitude and customer care R. Srikanth :
Thanks a lot. We are in the process of opening our Service Plaza in Chandigarh, hope to have it functional by August this year. Moderator :
We have another 5 minutes to go before the Chat concludes. B. S. Palni, B. I. Computers, Delhi :
Q: We are facing problems with CD ROMs as due to some technical problems its tray gets jammed and replacement process is not quick. Please do the needful.Are there any plans to increase the no. of service center in Delhi? R. Srikanth :
Please do give us the exact model number which is giving you this particular technical problem and we can be of assistance... R. Srikanth :
In the meantime, you can write to our OMS specialist at senthil.k@samsung.com for support... R. Srikanth :
We are increasing our reach in Delhi by opening up Collection Centers, and this will be functional and operational in a couple of months. paneerselvam, merry electronics, salem :
Q: At the outset i should appreciate for the tremendous service rendered for it in salem ,but is there any plans for starting service centres for CD Drives as now all these are being sent to Coimbatore, if we have one in Salem , we could do well in these markets as well. Your comments. R. Srikanth :
thanks, we will consider to start of the facility in Salem, as we already have the Service Center for AV and HA products. We should do this activity in the next month. Raj sharma, Raj computers, mumbai :
Q: You have good service center in Vile Parle do you plan such centers in other parts of Mumbai as well. R. Srikanth :
Yes, we are in the lookout for a location in South Mumbai , Fort Area, we will be giving you the good news shortly. In the meantime, pls do patronise the Vile Parle facility and encourage all our customers to visit and feel the service rendered. ankur, bharat communication, delhi :
Q: We are facing a problem regarding consumable accessories that is not available in the market. Your comments. R. Srikanth :
Very sorry to hear of the same. You could give the requirement / problem faced to sharad.s@samsung.com who is responsible for consumables ... R. Srikanth :
You could also contact Sharad at Delhi 5151 1234 during any working day, for support. Moderator :
Thank you Mr. Srikanth for joining us on the chat. We also thank all the participants. There are many pending questions, which will be forwarded to Mr. Srinkanth. Do join us for the next live ChannelChat on 22nd June 2005 at 11:00 am. R. Srikanth :
Would take this opportunity to thank all our partners across India and Channel Times for the valuable time and support given. Keep in touch and we will be offering the Best of Service Always. Goodbye for now. | 
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