[Resolved]  Samsung Refrigerator Rt33fajfarx — Poor Design & Quality of Vegetable Basket and Side Liners on it slides

Address:Pune, Maharashtra

I seek your intervention for resolving my complaint #[protected] pertaining to an expensive Refrigerator RT – 33FAJFARX – Red which I purchased on 10th April 2013 (10 months back) from Pune (Maharashtra, INDIA). . Problem Statement In this barely 10 months o[censored]sage, vegetable basket side knobs which holds the entire load of the basket gave up leaving the basket in a state that it cannot be used. Worst is side liners on which basket slides are also damaged and progressively material is oozing out of it. Definitely I would not have purchased this product from your esteemed company if I was little aware of such a problem coming forward. My assessment Upon closer look at the make, quality and design of basket it is very evident that product design itself is faulty. Entire basket is not a single piece in first place and worst is entire load of the basket which increases with vegetables in, is supported on only two side minuscule knobs of probably 5 mm thick which over a period of time will definitely give away. Worst is side liners on which this basket resides and slides. How can this be damaged because of sliding event of the basket which is the only way vegetables can be put in and taken out?. Day by day, this is getting worsen and material is slowly oozing out which is dangerous and can cause food adulteration. Samsung Handling of the case • On writing mails to CEO office, I got calls from Samsung but quite a few times it was from folks who were not aware of the problem itself. How can as a customer I expect a solution from your esteemed organization if person calling does not know the problem in full though entire conversation has always happened under complaint id #[protected]? This only signifies the poor handling of the case and eagerness to close the complaint standard way. Samsung View • At first, standard answer was “It is not covered under warranty” but my view is where is the question of warranty when product quality / design itself is pathetic? As a customer what I am getting by buying such an expensive fridge? • After few discussions, Samsung said that they are ready to replace the basket with no cost to me but liners are my own problem as damage is caused by self. This was nothing but height of insensitivity towards customer. Reasoning given was that same liners are used in all refrigerators and hence it is damaged by the customer and not because of product design and quality. If that is the case why Samsung is ready to replace Vegetable basket - is it not the same basket being used in all appliances??. Can someone reply why Liners have got damaged because of sliding event of vegetable basket? Well actual reason is Vegetable basket can be replaced and hence your esteemed company is ready whereas liners cannot be replaced or repaired and hence mandate and teaching is for such issues blame the customer itself which is height of poor after sales service and corporate ethics. My stand • I seek permanent solution from Samsung for both the problems at no cost to self on immediate basis. I don’t want to accept part solution. If you folks can’t do this, take away the entire fridge as a gift from my side at no cost to you. I am not a beggar and seek your intervention to solve this. As a company, you should always welcome suggestions and issues as faced by customers and incorporate in design to ensure that problem is not repeated again. • Needless to say that a satisfied customer is worth millions as their word of mouth will bring in more business and he himself will become repeat customer but a dissatisfied customer is no good to any company. Remember that Your company is because of Customers and Customers are not because of your company. Appreciate an early reply and amicable solution to the problem. Thanks and Regards Vishal
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Aug 14, 2020
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