[Resolved]  Samsung — Refrigerator

Address:

Delhi

Hi

Hope you are doing well.
I am writing to you out of sheer disappointment, and wastage of my precious time and money!

Please refer below the Summary of my ongoing Customer complaint for my Samsung refrigerator (SAMSUNG REF RT39R551ES8 ELEGANT INOX).


Friday : Day 1(9th July 2021) : Called customer care and initiated a complaint as Samsung Refrigerator purchased in March 2020 stopped working.
Call Reference No: [protected]

Saturday :Day 2(10th July 2021): 1st Technician visited (Amarjeet Sehgal, [protected]). As per his check, Gas is choked in the refrigerator and it requires cleaning and refilling. He asked for Rs2800 to get it done on same day and shared the bill with us
Call Reference No: [protected]

Day2 (10th July 2021): 2nd Technician visited at 6pm (Jitender, [protected]). As per his check, there is gas leakage not choked. He cut copper coil between the compressor and condenser in front o[censored]s where sudden gas came on his face. We confirmed from him because if there is a gas leakage then gas shouldn’t have come out. He told us that the condenser is faulty from where he cut the coil. We checked with him if it can be repaired.. He said its only replaceable and not repairable. He confirmed that it will be done by next day for sure.

Sunday :Day 3 (11th July 2021): We called Jitender at 11am to confirm his visit. He said he is not working on Sunday. Another Technician will visit.
At 5pm, 3rd Technician, Irfan (Senior technician, [protected]) visited us with a new condenser. He told us that he is here because an earlier technician couldn’t diagnose the issue!
He checked and told us that there is no leakage problem and the condenser generally works for 12 years. He was shocked to know how the former Technician cut the wire. The condenser was absolutely fine!

He suggested that the condenser should be replaced. Since it was Technician2's fault, we disagreed to make any payment for it (payment of 2800 was already made for gas refilling.)
He called service center, and the owner (some Bhatia, [protected]) talked to us very aggressively, asking for payment if we needed the refrigerator to be fixed.

Monday: Day4 (12th July 2021): After giving N no of rings on call centre, they confirmed IRFAN will come. However, JITENDER came again with other person, Technician4. They were not carrying Samsung ID cards, the identity of Technician 4 appeared to be Fraud to us. So we didn’t allow them to do anything. They wanted to take away a part and get it repaired from somewhere. Still, without our consent, he took pictures of the refrigerator. The Service center owner again misbehaved with my Mother on call, which is heights of misconduct with the customer!

Call received from the service center and they started blaming us that you called any private vendor to cut the condenser. After arguing they finally agreed the technician mistake and they started offering a discount to us. We have escalated our case to the escalation team (Geeta, Senior person). We briefed her and she agreed that something is fishy.
At 6pm, we received a call from Deepak (Service area manager [protected]). He promised us that the refrigerator will start working tomorrow morning (Tuesday) for sure. In case it is not fixed, a temporary refrigerator will be arranged.

Call Reference No: [protected]

Tuesday: Day5(13th July 2021): No Technician visited. We called Deepak around 11:30am and asked for the updates. He agreed that the fault is created by the technician and your part will be replaced free of cost. Only gas refill changes need to be paid (Already paid on 1st day, INR 2800). He mentioned it will take 2 days to get the genuine fix done.

Call Reference No: [protected]

Wednesday: Day6 (14th July 2021): Received call from service centre that Condenser is not available yet!
It will take another 3-4 days (still tentative) to get the replacement done. How is it possible, we get a new refrigerator in a few hours, but a small part can not come even after almost a week?
We asked to arrange the temporary refrigerator as promised by Deepak, but he denied and said wait for another 2 days as it is "THANDA THANDA MAUSAUM". Now he stopped picking our phone.

Call Reference No: [protected]

Wednesday: Day7 (15th July 2021): Received a call from Samsung (Aanchal) that wait for another 20 days.

Call Reference No: [protected]

The Service center and Samsung Customer Care is probably discussing who will bear the costs, and just delaying the matter.

Sir, we are a 6 member family and it is not possible to stay so long without a refrigerator in this weather, as you can understand. We had to throw a lot of food items that went stale.

I work in a Vendor company and I know how precious we treat our customers, Customer is King! But in this situation, Customer is being treated like NoOne. Due to our experience, we will not be able to recommend Samsung products to anyone!
As a company dealing with Consumer goods, I expect Samsung to understand the matter o[censored]rgency. The refrigerator is just 1 year old, cost us 40K, and now we don’t have even basic commitment to get it fixed. We did not expect this kind of customer handling at all!


Request urgent action please!

Regards
Tushant Khanna