Samsung / Window Ac — Non availability of Cooling Coil for 20 days

Complaint Number - [protected] dated 21May09

Fault - No cooling, engineer visited and said that Gas needs to be refilled

1. 23 May 09 - Our Machine was picked up by Sapphire Sales & Services P Ltd, Wazirpur, New Delhi
(authorized samsung service centre ) .
Their representative said that they will bring it back in 2-3 days time .
2. 28 May 09 - We called up service centre and was told that the machine will be delivered by 01 Jun 09 .

3. 01 jun 09 - We had a message from service centre on our answering machine to call them back .

4. 02 Jun 09 - We were told that the cooling coil is found to be defective and it would take 7-10 days time

During 03jun-07jun - Landline numbers for service centre were constantly engaged and when called up at Samsung's toll free number, I was assured by their supervisors, Manish Sharma and Jyoti that they would arrange call back from service centre at the earliest . But I never received any call .
.
5 .07 jun 09 - When I got through their number[protected], I asked for status, we were advised it
was taking more time and the coil is not yet available at their end .

Looking at the rising temperatures and the fact that we were sufferring throughout the summers, I was taken aback by the fact that a thing as petty as a cooling coil and that too for the MNC like Samsung, it's non availability was somehow not acceptable . I told Mr Gagan at the service centre to immediately rectify the error and if he is not able to do it within 2 days, then to return my machine in As is position .

6. 11 un 09 - I got a call from Mr Gagan (service centre ) that the coil is still not available and should he
return the machine . On my confirmation, he returned the machine to us without
rectification .

The complaint is about howcome the parts are not available at Samsung Service warehouse for over 20 days . Is this type of service acceptable from a MNC ... Certainly not .

I would request for necessary action be taken against the Samsung / Sapphire Sales for delaying the whole thing and for not rectifying the error within 20 days .

Ajay Pathak