Samsung India Electronics Private Limited — Non-repairing of Refrigerator

Address:

Kolkata, West Bengal

Dear Sir, I booked a complaint on 09/04/2015 (complain no:[protected]) for water leakage inside my refrigerator compartment (Purchased in March 2011 from Capitol Electronics, Ultadanga, Kolkata; Model No: RT 31GCPP1/CTL/2010) with Samsung India Electronics Private Limited Customer Care Help Line Number[protected]. I was told by the customer care that service engineer will visit asap and the service engineer visited next day. Upon initial investigation his opinion was internal heater had damaged internal ducting/insulation so he advised that the refrigerator would have to be taken to their service centre for further investigation. After 2-3 days days representative form Samsung Service Centre (GR Tech Services, Bangur Avenue, Kolkata; +[protected] took the refrigerator with them. However, it was returned back again un-repaired, but this time they said the internal heater/coil have been damaged due to physical damage to the fridge. When asked 1. how an internal component of refrigerator may be damaged when there was actually no physical damage, 2. the exact reason behind the damage of an internal component 3. also to produce evidence of any Physical damage done during the usage of the refrigerator, they gave vague reasons 1. The damage may have been due to Power supply fluctuations (This refrigerator is a Stabilizer-free option model) 2. It may have been damaged while moving the refrigerator (The refrigerator have stood in the same location in our residence ever since it was purchased) and Samsung Service Centre folks have refused to visit our residence since. I made repeated calls to the Samsung customer care helpline; they played a deliberate delaying tactics by informing me that they are escalating the issue with Area service Manger and a resolution will be provided at the earliest possible time, no such resolution came. And there were absolutely no proactive steps taken from side of Samsung India Electronics Private Limited to mitigate/address the issue. This session of calls went on about till 9th May, 2015. I strongly believe this is a issue of Faulty component/internal fixing method which had ultimately caused this problem and now Samsung India Electronics Private Limited is not owning upto it. And now I think it's better if I go through Consumer Forum Redressal mechanism to address my issue and get a proper resolution. I want to know whether is it possible to held responsible Samsung India Electronics Private Limited in order to provide concrete resolution method where they substantiate with evidence that the problem is not caused by manufacturing defect else provide suitable replacement of the refrigerator comparable in features. Thanking you, Yours sincerely, Somnath Sen Relief Options: 1. Samsung India Electronics Private Limited to fix the refrigerator according to standards. Or 2. Samsung India Electronics Private Limited to provide a suitable replacement of the refrigerator. Or Or 3. Return equivalent cash amount.