[Resolved]  Samsung Refrigerator — Dealers having free ride in absence of Company Monitoring

Dear Sir,

I hope I could have said that I am proud owner of one of the Samsung Product, unfortunately the first purchase of mine for this brand has left me with a bad taste in my mouth.

I have recently (Sunday 7 March 2010) purchased a Fridge 190 Litre from Dawar's Open World (Plaza, Gurgaon). As a case with any customer, I had compared the prices for the them at various location (including Reliance Retail) and Dawar's seems to be the providing a good deal, however with a different colour. The last model which I selected was in Lily Black colour with Glass shelves, stand and vegetable tray partition. Prior to this Dawar’s said the their price for Lily Black model will be higher than Reliance Retail. However, Reliance Retail doesn’t have the same in ready stock, whereas the Dawar's Sales Guy confirmed that they have this in ready stock and also they have option of colour which could reduce the price.

To this sales trick, I had gone ahead and once again visited Dawar’s. Though they don’t have the fridge in display at that time, but the Sales guy confirmed that the fridge that you have seen is exactly the same. However, if you choose a different colour (he presented me with 5 colour option, all the while confirming that everything in fridge except the colour is same) the price could be brought down. We finally agreed for a Grey colour which was coming out to be even cheaper than Reliance Retail Price. All this while, even when we have asked for numerous time, why such difference, he has said that all that is making the price fluctuate is the colour alone, not a single thing in the interior or exterior will be different.

Finally we have booked the fridge and got it delivered a day after (Monday 8 March 2010). However, the first thing that we have noticed is the badly damaged carton (the bottom part of carton is almost missing and whatever was left was heavily soaked). When pointed out, the delivery man said that due to shower a day before the bottom is wet: can you believe this that the warehouse doesn’t have proper drainage. Also the carton was not sealed by tape or by anything else, it seems that it was open already. Further, when he has opened the fridge, we pointed out that there are differences, like:

* Absence of Tray Cover (Half one) on Door Side Shelves
* Wire Mesh Tray instead of Glass one
* No partition in Vegetable Box
* No Stand

We have promptly pointed out the difference to Dawar’s World via phone to which they have said that these thing doesn’t come and company sometimes changes the interior. As Tuesday is close, we couldn’t meet them. In between on next day, the Samsung Service Engineer came and installed the fridge, however he said that though I have installed it, you can complain about the same on toll free number (Initially customer care also were not agreeing to register a complaint saying that its between Dealer and Customer and company has got nothing to do with that, finally they did and that is how I got the BP number). Today again I have tried to talk to them (Dawar's) but they have said that if you want to have all these things, we will replace the fridge but the difference of Rs. 1500 needs to be paid by you as it is different model.

I simply feel cheated, that to lure the customer they have sold be a inferior model (don’t even know what they have charged me for) after promising to deliver the better model, and all the while Samsung is not taking any responsibility for their dealer's behaviour. Now Dawar's are saying that the model number in your bill says this only. I just want to ask the Samsung authorities that how come the customer will know the difference between YBMS or WLBX or whatever. They rely on store that what they have seen is what the store is putting in bill (may be with slight change because of colour option) and the same thing will be delivered.

Request Samsung to intervene and resolve, or the scrupulous dealers are making a bad name for company with the company all the way favouring these wrong tactics by keeping silent and not acknowledging the customer.

I am waiting for a response from Samsung authorities before I should go ahead to protect my consumer rights.