Family Mall/EPDS (Post Order Support) Employee Priority Support Desk & Escalation Matrix
Reach us at
Support Desk Level Channel Contact Info Remarks
L1 Employee Phone Support 1800-3000-8282
  • 24/7 Support
  • Employee to skip the queue ~ zero wait time
  • Handling by Premium agents
Live-Chat Click here
  • 24/7 Support
WhatsApp Click here
Web-Form Click here
  • Employee can submit the query and upload relevant documents online
  • Response TAT 8-12 Working Hours
Support Desk
Level - L1
Channel Contact Info Remarks
Employee Phone Support 1800-3000-8282
  • 24/7 Support
  • Employee to skip the queue ~ zero wait time
  • Handling by Premium agents
Live-Chat Click here
  • 24/7 Support
WhatsApp Click here
Web-Form Click here
  • Employee can submit the query and upload relevant documents online
  • Response TAT 8-12 Working Hours
Still Facing issue?
Escalation Matrix Level Channel Contact Info Remarks
L2 Employee Escalation Desk Grievance.eStore@Samsung.com
  • Send email with Sub: "Employee Order" +Ticket ID (Provided by L1 Support desk)
  • Sr level person will review and get back within 8-12 Business hours
L3 Employee Escalation Manager Ms Neha Dhingra neha.dhingra@samsung.com
  • Send email with Sub: “Employee Escalation” + Ticket ID (Provided by L1 Support desk)
Escalation Matrix
Level - L2
Channel Contact Info Remarks
Employee Escalation Desk Grievance.eStore@Samsung.com
  • Send email with Sub: "Employee Order" +Ticket ID (Provided by L1 Support desk)
  • Sr level person will review and get back within 8-12 Business hours
Level - L3
Channel Contact Info Remarks
Employee Escalation Manager Ms Neha Dhingra neha.dhingra@samsung.com
  • Send email with Sub: “Employee Escalation” + Ticket ID (Provided by L1 Support desk)

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