[Resolved]  Samsung India — Samsung refrigerator complaint

Address:

Mumbai City, Maharashtra, 400064

Hello,

I had contacted the official Samsung customer care center requesting service for my refrigerator which was not cooling properly. When the Samsung personnel arrived, he checked the fridge and cited the problem of gas leakage, following which he serviced the same. For this, I paid him an amount of INR 2655 plus mandatory visiting charges of INR 345 (copies of both bills attached as reference). After just a matter of two days, the same problem arose, with the refrigerator beginning to leak water. Upon contacting Samsung again, the same service personnel visited and this time identified that the problem was with the heater coil. Accordingly, he mentioned that this would require changing of a part that would cost us INR 3800. Since then, the personnel has been incredibly elusive, and hard to get in touch with. When he finally answered my calls, he mentioned that the above mentioned part is no longer available, and since then has forsaken any responsibility or accountability whatsoever for the service requested. My complain arises because of the following:

1) If the problem of the refrigerator actually lay in the heater coil, as mentioned the second time, this problem should have ideally been identified on the very first visit. Because of the apparent ignorance of the personnel and inability to identify the core problem in the first go, I had to shell out money for a repair that was neither required, nor relevant.

2) When the problem was identified the second time, there has been no proper response on Samsung's part, neither in getting the refrigerator part, or in following through the service that was promised.

complaint procedure so far has proven to be abysmal, to say the least, as I have tried calling your call centers, only to be met with indifference from your customer care personnel. They have since either given me contact details of servicemen who remain elusive and incommunicable, or made me wait for callbacks from managers that never happened.

It is highly disappointing that a reputed company such as yours cannot follow through on a simple service. Expecting your immediate attention and action on this matter.

Regards,
Harish Sivadas