[Resolved]  Samsung Electronics Co. Ltd. (Home Appliances - Refrigerator) — Pending repair of Refrigerator (Model SR-EMB) even after 50 days

I had lodged a complaint for “no cooling at all” in respect of my Refrigerator Model No. SR-32EMB on 30 August 2008.The complaint was registered under BP [protected] as intimated by SMS.After repeated calls to Helpline, Ms Sarika (understand Customer Executive from New Delhi) called up and requested me that in case my complaint is not attended then I must call her up or Mr Jadhav.On 06 September 2008 Mr Dinesh Patil (mobile No.[protected]), Service Engineer visited my residence. After finding that the defrost timer relay was tripped he reset it. For the visit I was charged Rs 300/-vide receipt No. 4040.At the time of leaving Mr Dinesh Patil informed me that I must observe the refrigerator cooling and in case there is no improvement then I must call him up so that he can replace the defective timer @ Rs 1, 100/- The very next day I informed Mr Dinesh Patil but he refused to let me know about his next visit. My subsequent calls to him were not answered. Also my repeated calls to Helpline[protected] elicited the response that “my complaint has been noted and somebody would contact me before ------- time”. This continued for many days and on 28 September morning Mr Arvind, Service Engineer (Lonavala area) visited my residence.He informed that he had come since Mr Dinesh Patil was on leave. After checking my refrigerator he found problem with the settings and left saying there was no problem. However, at the time of leaving he mentioned that in case the refrigerator cooling does not improve within 24 hours then I must contact him. Promptly next day around noon I contacted Mr Arvind on his mobile No. [protected] and informed him that the refrigerator was not cooling. He said now Mr Patil is back on duty and so he would be attending to the complaint. However, Mr Arvind informed that he would not inform Mr Patil about his findings of 28 September 08 to take the repair action to its logical conclusion. I thereafter contacted the Helpline and was assured that the complaint would be promptly addressed. Since nothing has happened. Every time I had called Mr Dinesh Patil on his mobile, he did not accept any of my calls. One fine day (I don’t remember the day in early October) Mr Patil informed that he was in Talegaon Dhabhade area and he would like to come to my place to attend to the defect. After mutual discussion he agreed to visit my place at 3 PM.Around 2 PM I called up Mr Patil to remind and confirm his visit at 3 PM and it was then I was informed that he would not be coming due to change in his programme.On my insistence he agreed to come after 1 ½ hours and he even asked me to switch off the fridge, which I promptly did in anticipation of his visit around 3.30- PM on that day. After he did not turn up till 6 PM I contacted him many times on his mobile, he did not accept any of my calls. Since then I have made many calls to Helpline and even called Ms Sarika once but every time I was assured that somebody would immediately get in touch with me. Since then nobody has got in touch. During my last call to Helpline on 21/22 October 08 I gathered that the status against my BP [protected] suggests that my defect has been rectified (this is based on the interaction with the Helpline person).
I am pained to make following observations since my complaint against BP [protected] remains outstanding as on date :

(a) There is no follow up by the Customer Service department. Neither any effort on their part to investigate that why the complaint has not been addressed in a specified period of time.
(b) The Helpline has proved ineffective in addressing the complaint. Except for making repeated assurances nothing tangible was done to mitigate my complaint.
(c) The attitude and response of Service Engineers Mr Dinesh Patil ([protected]) and Mr Arvind ([protected]) as well Ms Sarika is very disappointing.I feel that these Samsung India employees have no commitment to their customers and are least bothered how it affects the company’s image.
(d) The whole issue has not only caused me inconvenience but given me immense stress and I am considering initiating legal action against Samsung India. I have not only wasted lot of time and effort but also lot of money in making more than 50 calls without any result.
(e) The above enumerated incident has left me with a very poor opinion about Samsung India’s Customer Service department. I am forced to have a view that is company does not believe in looking after its Customers.

Basant Das Maheshwari
Flat 5, Parijat Apartment
Plot 1 & 2, Swaraj Nagari
Talegaon Station Road
Talegaon (Dhabhade) -410507
Pune District
Maharashtra
[protected]
24 October 2008