Samsung — Defective / Disfunctioning 1 Ton AC Model No. AS122UGE, Complaint No. [protected] dt 30.04.13

Address:

Patna, Bihar

Sub: Defective / Disfunctioning of 1 Ton Split AC model no. AS 122UGF Ref: Our complaint no. [protected] dated 30 April 2013 and your reply dated 21 Jan 2015 Dear Sir, In the very 1st paragraph of your letter, you claim that your product pass through rigorous quality check but your this contention does not appear to be true as the present AC set was without gas at the time of installation itself. This indicates that either the gas has not been filled initially or if filled, has leaked out due to internal defect in the set. Thus it proves that your product does not pass through rigorous quality check as claimed by you. It also goes to prove beyond doubt that a defective set has been sold to us. Your various team of Engineers & technicians filled the gas 4 times during the period under report and all of them assured us everytime that there would be no further leakage of gas. Non of your engineers could locate the real cause of leakage except filling the gas and tightening the nuts & bolts. It was only on 21 June 2014 when Mr Sudhir from Patna Service centre came on instruction from your HQ, he found that there was gas leaking problem in the system. He showed us oil leakage from condenser in the external unit of AC set which was causing leakage of gas on perennial basis right from the time of manufacture / installation. This was crux of the problem which was not pointed out by various team of Service Engineers during installation and warranty period, inspite of the fact that we pointed out everytime that a defective set has been sold to us. Now as a customer I will request this letter to be put up to CEO of the company for his kind perusal & consideration on the following points : a) A defective AC set has been sold to me since there was no cooling effect at all immediately after installation. b) If inadvertently the gas filling was not done initially then the set should have been working properly after filling the gas without any further leakage. c) Four times gas has been filled during Warranty period itself without fixing the problem. d) The leakage of oil from condenser is a serious technical lapse & should have been detected at the time of passing through your rigorous quality check. Non of your service engineer could locate this particular aspect causing leakage of gas till Mr Sudhir pointed out on 21 June 2014. e) Frequent visits by your service engineer to stop only the leakage of gas itself is indicative of AC set being defective. It will not be out of place to mention here that there has been no requirement of gas filling in my 1st Samsung AC set purchased in 2010 till date. In view of the preceding points, you will agree that a defective AC set has been sold to us and as such the question of repair within & beyond warranty period does not arise in this particular case. We have already suffered considerably mentally & physically both during last three summers for no fault of ours. Again the summer is knocking the door & I will therefore sincerely appeal to you to look into our problem on humanitarian ground and appeal from a Sr. Citizen, to replace the set with a new one or get it thoroughly & properly checked & repaired by a technically competent team of Engineers at company’s cost. I will ever remain obliged to you for this kind gesture for extending a helping hand to the customer in need. Yours faithfully N K Prasad, AVSM [protected]@gmail.com