Samsung — Ref.# [protected], Samsung Service Center Harassing

Address:

New Delhi, Delhi

• Hi, I am forced to write to because of the inefficiency of your service center and customer care center, who have not only failed to provide solution to my problem but are actually harassing me. I have explained this story many times over to service center and customer care center, but writing briefly here again for your information. I bought a refrigerator on May 9, 2015, model number RT36JSRYESA/TL (receipt attached). When this refrigerator was delivered to me it came with the upper door dented from the side. I immediately complained to the dealer and to the customer care center. After few follow-ups and days, two people came to replace this dented door. As they replaced the door, they used the PCB panel, see attached image, from the previous door. So, while removing this PCB panel from the earlier door, they damaged it badly as they were pulling it out with screw drivers. They incurred cuts/scratches on the PSB panel. Also, when they installed it on to the new door, they could not make it properly fitted. It is coming out from the upper end and too much pressed from the lower end. Clearly, it’s the fault of these people who came for the job and could not do the job properly. I mentioned it on the form they gave for my signatures, that this is faulty and I’m not satisfied. I think nobody bothered to read that piece of paper, neither service center not Samsung. So, I filed the follow-up complaint. This time a man called Akash ([protected]) came from the local service center. He inspected the situation and told me that my complaint is justified and should be resolved soon. But after a few days I started getting calls from the service center that this time it will be chargeable!! I was surprised to hear that. With no fault of mine, they were asking for money. I again spoke to customer care, This time a man called Ravinder ([protected]) came and inspected. He also agreed and assured me of resolution soon. But again, after a few days, started getting calls that this service would be chargeable as it is out of warranty now. Next day they said it is chargeable because your door has already been replaced twice. But actually door has been only replaced once. So, they were clearly lying. I also spoke to Mr. Aman ([protected]), a manager at the service center, he too said the same things. This is actually happening now for more than a month. Their statements are contradictory. Some day they tell me that your parts have been ordered and would be installed soon, but on the next day they say that this cannot be done!! They are not only giving me strange excuses but are actually causing me grave harassment. There does not seem to be proper coordination between your customer care center and the respective service center at all. One say one thing other says totally different thing. I bought this fridge to make my life easy, but actually it as become a pain for me. I am not sure what they want, they always ask for money!! Is it some kind of corruption happening in Samsung service centers? I am actually thinking of exploring legal options available, but trying this last resort before that. I have gone through enough pain and a customer like me does not get connected to a company like Samsung for such a treatment. I DO NOT DESERVE THIS. A customer being treated like this, would you get up and do your bit? Request you to take this on a priority basis and help resolve the issue ASAP. Let me know if you need more information from my side on this. See some images attached. Thanks in advance, Manav Bhardwaj Ph: [protected] Email: manav.[protected]@gmail.com