[Resolved]  Samsung Refrigerator — New refrigerator not working properly and no support from the dealer or the company

Address:

Mumbai City, Maharashtra

This is with reference to my purchase of Samsung RT72KBSL Refrigerator from Sri Jagdish Electronic Pvt Ltd, Ghatkopar, Mumbai vide invoice no. 000985 dt 09 Jun 12 at a price of Rs. 56,500/-.

Since the refrigerator has been delivered and installed at my house, I am facing a continuous problem of door locking due to vacuum. Whenever the refrigerator door is opened (either the main door or the freezer compartment door), after closing, the doors do not open again for almost 4-5 minutes. I registered a complaint in this regard at the store in early Jul 2012 after which a service engineer visited my house and adjusted some wire in the back of the refrigerator. However, this did not resolve the issue and the problem persisted. Subsequently I registered another complaint in mid Aug 2012 which led to visit by another service engineer. This time the engineer opened the entire freezer compartment from the top and did some servicing. However, the problem still persists.

I visited the store yesterday on 4 September again and the Manager Mr. Uday provided me with this email id to seek redressal of my complaint.

I have tried my best to get the problem resolved through your service engineers. However, despite two attempts, there has been no improvement. Further, in less than 2 months duration, my brand new fridge has been opened and 'repaired' twice! This leads me to believe that the refrigerator delivered to me is a defective piece. In addition, after spending more than Rs. 50,000/-, one does not like to keep an item which is continuously problematic and has already been opened and repaired so many times.

We have given several calls to the company and written several compaints on email but no action has been taken. I have spent Rs. 56000 and am very disappointed with the services of Samsung in India. I am frustrated with the way the company has dealt with me and want to take legal action agiast them. I hope that this forum will provide me some support. We are service class people and this is like an investment for us!

Purchasing such an expensive item from a reputed company like Samsung, one does not expect to be handed over a 'defective' piece and subsequently continue to be harassed by the company for repairs. Further, I am yet to speak to any higher executives of Samsung other than the technician who is attending the complaint to the best of his capability. Even my previous email has not been replied to. This leads me to believe that adequate attention/ seriousness is not being accorded to the issue and the company is not realising the inconvenience that is being caused to the customer.

Due to the continued harassment that I am facing in getting a working product for which I have paid full money, I think that the only solution left for me is to take up the matter legally through consumer courts.