[Resolved]  Samsung — Samsung Top Freezer Double Door Refrigerator Model Code: RT28M3424S8

I have registered a breakdown complaint under Service Request Number: [protected] dated Friday, August 21, 2020.

My Refrigerator Samsung Top Freezer Double Door Refrigerator Model Code: RT28M3424S8 purchased from the Defence Canteen Service vide Bill No. 342103 dated 31/10/2017 through Samsung Dealer SRI SAI SRAVANI ENTERPRISES, Cochin.

The Unit has stopped working on Thursday 20th August 2020 and I tried connecting to the customer care through the Toll Free Number provided but was re-directed to the Web App to register the complaint. I have registered the complaint sharing my Pin code and other data, after connecting to a human assistant (name indicated - AMRESH) and was provided a complaint reference number [protected]. He informed me that a Service Engineer will contact me within hours and attend to my complaint.

There were no response from Samsung Service till mid-day, On Friday 21st August 2020 and I tried to contact Local Service Centre, I was told that the Complaint number provided to me is wrong and it belongs to a different region and local centre will not get the intimation at their end.

I again visit the customer complaint app and chat with human assistant and the new agent (name indicated - SHWETA) and she confirmed the complaint is in the list, but the region is wrong and after collecting my details afresh she registered my complaint with New Reference Number [protected] and again was told that a service engineer will contact me in 24 working hours.

I contacted the local service centre with the New Complaint Reference number and based on earnest requests, the Service Engineer (Named SONY Mobile No: [protected]) visited my home and inspected the unit on Saturday, 22nd August, 2020 in the afternoon and reported that the mother board of the Refrigerator may be faulty and so he made request for spares online.
He intimated me that the spare could take 3 to 4 days to arrive and he will fix the unit immediately on receiving the spare board, due to the present Covid19 situation.

I have been following up with the local service centre, Technician and online through the Chats with customer care ever since. It's been almost 2 weeks since the complaint and Technician's visit, still there is no resolution. I have suffered fair amount of cash loss due to the non-repair of the refrigerator both in form of material perished (which was stored in the unit) due to the failure of the unit as well as being not able to preserve my regular supply of material ever since the breakdown.

None of the customer care touch points provided by SAMSUNG offered any useful solutions or proper guidance or provide a proper escalation route. This is a completely Customer-Unfriendly approach!!We made our purchase decision in favour of SAMSUNG based on our faith in the brand and expecting there will be prompt support if ever need arises. But we are totally disappointed with the present experience.

Therefore we sincerely appreciate your intervention into the case to get fair justice for us as a lawful consumer.