[Resolved]  Samsung - Split Ac (1. 5ton) — PATHETIC CUSTOMER SERVICE at CHENNAI....Ref No: [protected]

This is with reference to the grievance i have submitted over the Samsung Customer Care number. I own a Samsung Split AC, which i has purchased in the month of May 08, in Chennai. The primary reason for me to choose Samsung was because of the excellent customer care record that it boasts of. However i feel extremely sorry to have a totally contradictory experience in terms of customer service.

STORY SO FAR
After the purchase of the AC in May, it was due for regular free service every 3 months, which i assume is the responsibility of the samsung service center to follow up with the customer and get executed. However there was no such call or follow up from your service centre at Chennai. Finally after waiting patiently for 7 months, i finally called the service center in Jan 09 and Instead of accepting the lacuna and resolving the same, your service guys made us go through hell by making us repeatedly calling them and getting the service arranged.
During the servicing, we brought to their notice another problem. The outdoor unit of the Ac is located on the terrace and the pipe that connects the Indoor unit to the Outdoor unit had a foam covering, while it was installed. Now the covering is completely worn oit and the pipe is naked. The service guys refused to help as it was not in their scope, but in the scope of the installation team...so instead of helping us with any contact number, they just washed their hands off the same.
On contacting the service center again, the installation guys informed us that to replace the covering we shall have to incur an expenditure of 1000/- rupees, which 50% of the installation charges.
QUERIES :1) The AC is well within the warranty period, then why do we have to incur such an expense.?

2) The exact reason for the wearing out of the foam covering is not yet derived, since the team hasn't visited the site, aren't they supposed to visit the site nad only quote a fee?

3) They are assuming that the cover would have been chewed off by the squirrels or plucked by the birds or would have been due to heat, sine the unit is kept in terrace. The above reasons have not developed suddenly, there were always existing and while inspecting the site before installation, weren't they supposed to anticipate such issues and suggested us an alternative place?

4) Does it mean that, every six months i shall have to shell out 1000/- bucks to change the foam covering. Is having an AC such an expensive affair?

5) Finally, if we are supposed to follow up with the service guys for the scheduled service, if we are expected to anticipated problems while installation and if are supposed to also spent the money, then don't u think its time we BLACK MARK the samsung customer service and warn people from buying any of your products?

It would be appreciated if the above mentioned grievance is addressed effectively at the earliest, else being a responsible customer i shall have to escalate the matter through sources and means available.