Samsung — Urgent Denial of Service and Warranty Extension of Refrigerator by Firozabad Service Centre

Address:

H.No. 123, Hanuman Ganj, Near Canara Bank, Old Head Post Office Road

Hi Samsung Team,
I had purchased the refrigerator model no. RS72R5011B4/TL on 28th October 2019, but this device had got some issues after a couple of months, post which the device was not repaired for 1-2 month because of the part unavailability. When the device was repaired in February 2020, as a goodwill gesture I was given an extra 6 months warranty on my invoice date. PFB mail snapshot for the same.


Now as per this my warranty which was supposed to expire on 28th October 2020 was extended until 27th April 2021. As my device was approaching the warranty expiration, I tried reaching to the service centre asking for the paid warranty extension for another 2 years since it was applicable for my device. On 4th April 2021 my device was serviced for a regular maintenance checkup and at that time I had asked the service technician for the warranty extension after explaining the above scenario he contacted the manager of the Service centre and confirmed that I needed to pay Rs 8515 for 2 years and post which the warranty will be extended for my refrigerator. I told him to come the next day for payment collection for the extended warranty of 2 years but post that day he didn't come. I followed up with the service centre for almost 15-20 days asking for the same but got no revert, I again reached out to the service technician on 27th April and he told me the amount again which I needed to pay for the warranty extension but since I wanted to pay via cheque he denied and instead asked me to reach out to the service centre manager. When I reached out to the service centre the phone was not picked even after multiple calls and texts and then next day the warranty expired for my refrigerator and the lockdown has also been imposed at our place from the last 7-8 days which is still continuing.

Attaching the conversation screenshots below: the first screenshot is of the technician which had visited on 4th April 2020 and you can clearly see I have provided the invoice and he has provided the extended warranty rates.
In the 2nd screenshot when I reached out to the service centre on 27th April 2021, I was told to transfer money online and was asked to share the bill and extended warranty confirmation needed for purchasing extended warranty plan.

Today again I reached out to the service centre manager, and much to my surprise he was talking very rudely and in fact told me that the warranty extension had to be done on the basis of the invoice date. When the warranty was extended for 6 months as a goodwill, I was told that I could purchase a warranty extension up until 27th April 2021 by the same group of technicians who had serviced the refrigerator in February 2020. Now if the warranty extension cannot be purchased then why was this clearly not instructed at the time the extension was given in February 2020, how me being a customer is at fault here. Why would I want the additional warranty extension to expire on the invoice date + 1year when I have been given an extended warranty of 6 months because of the issues in the refrigerator and the device being dead for almost 2 months.

The entire process is flawed and the way the service centre manager spoke is not in the right spirit and is certainly tarnishing Samsung's reputation as a brand. When I told him that I will write to the Samsung escalation department about this, then he told me I can do whatever I want but he won't listen to anyone. I have added the service centre manager in the CC.

Please look into this asap and provide the way forward for the paid warranty extension of additional 2 years. Reach out to me on the contact number mentioned below for more details

Regards,
Pradeep Gubrelay
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