[Resolved]  Samsung — Regarding faulty unit, delivery and installation of Samsung Air Conditioner purchased by undersigned.

Address:

Mumbai City, Maharashtra

Sir/Madam, I, hereby, submit my complaint regarding the most unprofessional approach by the dealer M/s Kohinoor Televideo Pvt Ltd, Dadar (E) and the Service Personals of the Samsung Air Conditioners. I would appreciate if you go through my submission here under and take appropriate action to provide me justice in this regard. • I ordered Samsung Air Conditioner, S 1.0T, 12HC5TFUR (MODEL NO: AR12HC5TFURNNA, SERIAL NO: H00GPPDF101216J) on dated 25.06.2014 at a total cost of ` 29600/- and made the payment of the same partially through cheque and rest through Bajaj Finance. • The indoor and outdoor model/chasis numbers mentioned in the bill are different from the numbers on the unit. • The equipment was delivered to me on 04.07.2014. I contacted on phone no[protected] of Kohinoor Televideo Pvt Ltd for installation. A representative was sent who suggested “core cutting” of the column of my room before fitting, which I did with my own expenses for ` 3500/-. • After core cutting, I contacted the representative on his cell no: [protected], who initially didn’t respond and after almost two weeks he informed me that his contact with the dealer is over and hence he can’t attend the same. • I then visited the dealer and apprised him regarding the development. He assured to send the representative but no one attended my complaint. On 29.09.2014, I made a noise at the shop and later called Samsung Toll Free Number too which was once attended by Ms Shubhi. • On 09.10.2014, a technician named Akhil came to install the unit at around 5.00 pm and finished installation by 10.30 pm. He charged me ` 3000/- and provided cash receipt of Soorah Services, Wadala(E) for ` 1740/- which he later corrected for ` 2860/- after my complaint. Before leaving, he set the temperature of the unit at 16 degree and advised me to keep running the unit for next 30 minutes. • After some time, I observed heavy leakage from the INDOOR UNIT. I immediately called Mr Akhil and he told me to put off the unit by remote control and he will attend the same tomorrow by 10.00 am. • He arrived next day, i.e., on 10.10.2014, only by 3.00 pm and as he concluded that unit is not working, he opened OUTDOOR UNIT. Though I objected saying that why so much repairing is required as the unit is brand new and also called dealer also to inform about the development. Dealer took me on conference call with Service Head Mr Pravin (contact nos:[protected] and [protected]) who asked me allow him do the job. The problem could not be solved and he even release the gas 5 to 6 time as the compressor was getting heated up which he was trying to cool down with wet cloth. • All this I narrated to the dealer and their manager Mr Manoj and they told me to attend it soon. • On 14.10.2014, One Mr Anwar, Sr Tech, attended my complaint and replaced original capacitor from OUTDOOR UNIT with an old one to start the unit and left. • While I was cleaning the indoor unit for its leakage marks, I observed a crack of about 8 inch on the right side. Also on swing mode, the noise was unbearable and I immediately called and briefed the dealer about the same. • On approaching Service centre, Sr Supervisor Shri Wasim (contact no [protected]) told me that he will inspect the equipment with Mr Anwar to ascertain the problem, but till date he hasn’t visited the place. • A representative Mr Irfan, though visited around 2-3 Nov and took photographs and observed the working. He briefed Mr Wasim whereas I confronted Mr Wasim that why he himself didn’t attend the complaint. • Next day, Mr Wasim, on dealer’s advice, visited my place and asked for some time. He assured us that the unit will be replaced or your amount will be refunded. • Later he e-mailed to dealer (manager Mr Manoj) regarding necessary documents and hence I duly submitted photocopies of my PAN Card, Pass Book and a cancelled cheque to enable them to make necessary refunds. • On 15.11.2014, Mr Pravin informed me that your proposal for refund/replacement is rejected. It is worth mentioning here that while in conference call, Mr Pravin kept misguiding Mr Vaibhav, apparently his senior, by stating that his complaint is not yet properly launched and they started putting onus of all this mess to the dealer. • Here it may be noted that if my complaint was not launched at all how all these technicians were attending by case so far. Further more, the dealer has provided me with complaint numbers ([protected], [protected] –twice, [protected]) which he made on my behalf. • Still, now have launched a fresh complaint on 18.11.2014 which was received by Mr Arpit who ensured me that a senior representative will contact you within an hour, but no one contacted me on that day. • On 19.11.2014, I received my complaint no [protected] and referring that I once again contacted and was responded by Ms Mohini. After two hours Mr Palak, A Supervisor contacted me, listened to my plight and assured me to take up the matter at a higher level. • On 21.11.2014, Mr Prashant (contact no [protected]) from Noida contacted me, once again listened to my plight and I will come back to you with solution soon. • On 25.11.2014, Mr. Prashant Pal had sent a letter regarding repair of the cracked unit which would cost approx. Rs.1313.23/-. • On 02.12.2014, Kohinoor Televideo Pvt Ltd, Dadar (E) sent us a replacement for indoor unit. • But on 03.12.2014 when a technician arrived for installation, we found that the indoor unit was either a used unit or a display unit because there was huge amount of dust inside the swing flap area and in the upward exhaust flap. • Both the indoor units are disconnected from 03.12.2014 till date. In the scenario, I want an immediate attention to my problem and the only acceptable solution should be (1) Replacement (2) Refund as the machine has not performed even for an hour right from the day one and this entire episode has taken a toll an my routine life and it is evident that those who attended the matter were either incompetent or casual in approach to sort out the matter to the satisfaction of the customer. Samsung being the leading brand, it is the most unexpected treatment I have received and wish that you will understand the depth of my grievance and make the replacement/refund as soon as possible. You are also requested to reply me in black and white so that I can choose further course of action, though unwillingly, to get my justified consumer rights. Seeking an urgent response. (Akshata Arun Parkar) Distressed Samsung Customer A-602, B No 3, Prabhadevi Griha Nirmaan Sanstha, Rajabhau Desai Marg, Prabhadevi, Mumbai - 400025. Contact No: [protected] E-mail id: [protected]@gmail.com