Samsung — Refrigerator service complaint: [protected]

Address:	New Delhi, Delhi, 110048
Website:	www.samsung.com/in

Poor quality of service rendered by your services team, never have I had such horrible treatment! Here are the facts: I registered a complaint (Number: [protected]) with the customer care team on Sunday (Oct 4 2015) regarding low cooling of my fridge. 1. Upon registration, a service engineer (Mr Rehman) visited my home and asked me to keep my fridge switched off for 8 - 10 hours and he would visit the next day around noon. 2. Eventually he landed up at 5pm on the 5th to check and concluded that there was an issue with the gas, which was found to be low. He mentioned that another team does the gas work and since it was late (?? his fault he didn't come in the morning as promised ??), they will come on the 6th at noon. On the 6th, at noon, it was already 3 days without a fridge, and you can imagine my plight, wherein items worth thousands of Rupees were spoilt! 3. On the 6th at 4pm (again no surprise the guy was late) Mr Rizwan come to my house and looked at the fridge for 10 minutes and immediately concluded that some part (sub-condenser) had gotten spoilt. He said that they do not have it in stock and will take upto 2 days to get the same. 4. On the 6th night I received a message which said "your query has been resolved and trust you are satisfied". I was shocked at this as my query was no where near getting resolved! Immediately upon waking up I called the service centre and enquired, upon which I was told that this could be an issue and the service request has been reinstated. Since then, every day I have been calling the service center to enquire about the update and been told that a Senior Engineer will call me and they are resolving my issue (standard call center language) 5. Today evening (9th October), it has been 5 days of not having the fridge, I was called by the senior engineer (Mr Junaid) and told that the part hasn't arrived. After much enquiry and back & forth, he revealed to me that the request for the new part was raised only yesterday (8th Oct), which came as a rude shock to me! I asked him why it was not raised on the 6th? ... No response... he conveniently said you were supposed to raise a new request yourself (as if I could reach into your servers and do that???). I reminded him that I have been speaking to the folks at the call center every day and they said that the complaint was LIVE and pending. And I asked him, in this case why he was waiting for me to register a new complaint? ... No response... The only thing Mr Junaid mentioned is that the part is not available yet, and he will deliver it as and when he gets it I thought the Samsung brand stood for something! I have been extremely disappointed! I have been living in this weather with no fridge for over 5 days, and there is no respite! I hope future customers of SAMSUNG are wiser than I was!