[Resolved]  Samsung — Charged me for Gas charging despite under warranty

FRAUD AND CHEATING DONE TO ME BY YOUR DEALER AND TEAM OF TECHNICIANS

Dear Sir,

I had purchased Split Air Conditioner of Samsung (Model No. AR18RV3HETYNNA) on 03rd June 2019 from your dealer “Sargam India Electronics Pvt. Ltd., Preet Vihar, Delhi-92 (Invoice 1 Attached).
Please note that They sold the unit to us by saying that this particular AC has 5 years of Gas recharge from Samsung. This only offer made us influenced in buying Samsung AC for the first time as we never take any home appliance of Samsung for the reasons best known to us.

Now let me tell you the all shortcomings and faults of your technicians and misrepresentation and false information and commitment of dealer which has totally devastated my trust once and for all:

First of all, the installation of AC wasn’t proper as wiring on the Indoor unit and that on outdoor unit does not match. This fact came to my knowledge when during this season I contacted Samsung care and raised a service order (No. [protected] dated[protected] as my AC wasn’t cooling and Error message (E422) was coming. When technician came, they told me that wiring isn’t properly done and also there is a gas issue on my AC and I need to wait for the Gas Team to come and check. As we were in an illusion due to false commitment given by your above-mentioned dealer, that Gas refilling is covered under warranty for 5 years, we were not actually worried about gas cost.

Despite registering complaint beyond the expiry of 1 year of purchase, they did not take any visiting charge. In addition, when we asked them to confirm that this gas filling will be free, as AC has 5 years of Free gas filling service, they agreed to this, because this unit was still under warranty.

After 2 days, another team of technicians came and filled pressure on outdoor and indoor unit to check the gas leakage. On the very next day they came again and checked the leakage and told us that due to improper installation, pipes which were beneath the wall has a leakage and there is no option to repair that. So, either we need to relocate the AC or have to make another hole in the wall on same location and pay for pipes and all other accessories. Also, they shocked us as they refused that this AC does not have any 5 years gas recharge policy and the same would be chargeable. And I need to first raise a request for reinstallation/relocation and then again raise another request for gas filling. We were not ready to pay visiting charges demanded by them as they refused for 5 years gas filling policy as committed by dealer but they threatened us that if we don’t pay this visiting charge, then Samsung will blacklist us and will not serve us in future for any appliances. So, we paid them Rs.249 (Invoice 2 Attached).

For your information, let me also clear that, we filed a service request just 1 week beyond expiry of 1 year of purchase date as we were mis leaded by your dealer and sold this unit by false information that my AC covers 5 years of Gas filling warranty. Otherwise I would have filed a complaint much earlier. And to be honest, if this warranty thing was not cheated and misrepresented to me, then I should have taken another brand of AC.

Let me tell you that this is a clear fault of dealer and then your installation team of Samsung as
• Firstly, The AC was wrongly sold to me by false commitment and information by dealer which is totally wrong and unlawful.
• Secondly, the wiring was not done proper resulting there was no connection between indoor and outdoor unit; and
• And thirdly, pipes were not bent and travelled properly resulting gas leakage for which no repair is possible.

I then raised a request for reinstallation of the same on another wall and they charged me Rs. 3650 for that. (Invoice-3 attached) and asked me to now call customer care again for gas filling and that will cost me another Rs. 2655/-

Now just tell me, we bought an AC from a well-known dealer of yours in a good faith and they cheated on us by giving false information. An Air Conditioner which we had bought for Rs. 37, 000 and which has not been used even once, I paid over another Rs. 6, 554 to make it work just because of Wrong information and commitment made by your dealer and faulty and wrong installation done by your incompetent team of technicians. THIS IS A CLEAR CASE OF CHEATING AND BEEN A HIEGHT OF IREESPONSIBLENESS.

Now, to make AC in a working condition, I already done a gas filling service from Samsung (Complaint No.[protected]) and paid Rs.2, 655 (Invoice-4) and the said amount has been paid UNDER PROTEST. And all such amount which I paid after buying of AC is also to be treated as UNDER PROTEST, which I shall move to consumer court and intend to recover the same.
Also, against your said dealer, I shall move to legal action as such false commitments and false information to boost up their sales is not a good practice to trade and is completely unlawful.

My Case was being handled by Ms. Mamta (mamta.[protected]@partner.samsung.com) where she suggested me to visit the dealer and ask for the same in writing either in Invoice or any written communication/approval/confirmation from Samsung. I then visited Samsung and Mr. Kamal over there ([protected]) told me that they do not provide anything written about warranty in Invoice and neither they were having any warranty card. In return, they asked me to Contact Samsung again as they keep all the information of the product registration once the same is sold.
I have highlighted this whole happening in my mail to Ms. Mamta dated 2nd July 2020, wherein I also attached Brochure which was given to me when I purchased the said AC, where it is specifically and clearly mentioned that there is a 5 years Gas recharge and also my AC model Number is mentioned therein. I know verbal commitment is not acceptable by anyone but it is clearly written in brochure. How can Samsung Senior Executive can decline the same.
At Samsung, they don’t believe this brochure as they asked me during call on 3rd June, that “How can we believe that the said unit is yours”. This is literally unbelievable. Treating us like we are the one who are the culprit. Again, they asked me to contact dealer and retrieve something in writing. Dealer again declined.
Then I don’t know why case was transferred to Mr. Sumit (sumit.[protected]@partner.samsung.com) who is also saying the same thing.
These both senior executives are just playing with the matter and not helping at all. Its not the matter of Money I paid under protest, but the matter is the unit which is sold to me was under false commitment and installation was done wrongly and for their fault, I am the one who is suffering both mentally and financially and this is not at all acceptable to me.
I have paid for the Gas, where the same is still under warranty and for the Relocation because of wrong installation was wrongly done by Samsung technician.
I intend to recover all the damages and for the same, I am now filing a consumer complaint to the concerned authority with all the proofs which I had already submitted to you, which you don’t trust.

I have made the biggest mistake of buying a Samsung Product under a wrong influence of commitment and information made by Dealer which is also clearly mentioned in Brochure, but intentionally no one wants to accept the same.