[Resolved]  Samsung Refrigerator — Fix Manufacturing defect

Address:

Andhra Pradesh

Samsung Support has not responded to this mail

7 April 2010
Head Customer Care
Refrigerator Division
Samsung India Limited


Dear Sir,
This is to bring to your knowledge that I am your customer, I purchased a refrigerator from you in 2003/4 Model SR37WG2/XTC 360 litres. Within a week we reported that the performance was very very poor and that the food kept inside was getting spoiled/stale. We enquired as to what is the ideal temperature we should expect in both the compartments but were never told. We recorded the temperatures in both the Freezer and the non-Freezer compartments (which were very similar to what we recorded now) for proof which we gave to your company personnel. Your service personnel insisted that they will fix the problem but we insisted that the piece be replaced. With great reluctance they did. The replaced refrigerator though better than the earlier was never satisfactory, we wanted to verify if it was performing optimally or not hence we again enquired the expected temperatures in the Freezer and non-Freezer compartment again they dodged the question, they said if we have any problem they will attend. I regret to inform that ever since we have had to keep our cooked food in the freezer during the summer months in particular to stop it from going bad.
You will appreciate that the Freezer compartment appears to be performing alright but the Non-Freezer compartment is dismally bad right from the beginning.
Coming to the present, on 6th March 2010 we registered our complaint with[protected] vide Ref. # [protected].

7th March 2010 your local service personnel (Mr. Ram Mohan mob. # [protected]) attended, after verifying he fixed a small problem with the door through which the cold was leaking said that the gas level is alright and informed that the problem is because the fridge is too close to the wall which he moved a little away and asked us to observe and that he will come the following day to verify.
8th March 2010 The problem persisted. Mr. Ram Mohan did not come. We started recording the temperatures in both the compartments. Please Refer our files SamsungRefrigerator.pdf and SamsungRefrigerator.xls
9th March 2010 We called your local Service Centre Ph. # 44344016/8 to enquire, we were informed that Mr. Ram Mohan is on leave that they will send another person (Mr. Pawan) whose mobile # [protected] was also given to us. We called Mr. Pawan but he declined to come as it was very late he said. We had to call[protected] to update the status following which Mr. Pawan phoned and visited. He verified the gas and informed that it was low 0.4 - 0.5 where as it should be 8.0. He said he will send the concerned people to do the charging and that it will cost us approx. Rs. 1,000/- we agreed.
10th March 2010 the gas charging people arrived, their chief observed and also verified that the Freezer was maintaining a good temperature and the ice formation was good hence there was no need to recharge the gas. Nevertheless he verified the Non Freezer compartment temperatures from our record (Ref. files SamsungRefrigerator.pdf and SamsungRefrigerator.xls) and asked us to cooperate for 2 days to allow them to take our fridge to their workshop/service centre for observation. We agreed but We had a party coming on 14th hence we requested them to take it on 15th March.
15th March 2010 The Service Centre personnel moved our refrigerator to the place for observation.
18th March 2010 the refrigerator was returned after due observation and ??? we don’t know. Mr. Fareed Mob. # [protected] was now dealing with us. He said that refrigerator was verified and that it will function properly.
19th March 2010 we informed the temperatures we recorded to Mr. Fareed, he was kind enough to visit us. He was at a loss to understand why the refrigerator was not cooling the lower compartment to the expected 2 degrees centigrade. He closed the left side vents in the Freezer compartment with adhesive tape Ref. file TRI_8536.JPG and removed the vent panel from the Non-Freezer compartment Ref. file TRI_8529.JPG and TRI_8537.JPG. He then asked us to observe for the next 2 days and report to him, which we did. The temperature in the Freezer comp. was perfect according to him and you will also agree from the temp chart attached.
25th March 2010 we recorded the temperatures till this day. If you take the readings between 21st and 25th Mar 2010 you will appreciate that the average temp. in the Non-Freezer compartment is 11.75 degrees centigrade and -12.5 in the Freezer compartment.
Now would you be kind enough to address this problem on priority and spare us further misery.
Regards
Dr. Neeti Asthana