Samsung Refrigerator — Complaint lodged 2 years back is not yet resolved

Address:

Jodhpur, Rajasthan

I purchased the samsung refrigerator on 25th October 2008. I lodged the complaint regarding the breakage of freezer door and chill tray to the vendor within the warranty period. The vendor just keep on postponing the resolution for almost a year. Then I lodged the complaint (complaint number : [protected]) with the customer care department on 15h September 2009. Since then I am regularly contacting the customer care department for the resolution, however, they also keep on saying that it would be resolved. Now again when I called the customer care today (14th october 2010), theey said that the complaint has been closed and asked me to raise a new coplaint. However, it is not yet resolved. How could the complaint be closed without any resolution and consent of the cutomer? Is there some SLA in which the customer can expect the resolution of the complaint as its been two years that such a minor complaint could not be resolved? How could one now trust Samsung??

Please provide me the date by when I can expect the complaint to be resolved.