[Resolved]  Samsung / 1. 5t Window Ac — Poor product and after sales service quality

Address:

Ghaziabad, Uttar Pradesh

Split AC not working - poor product as well as after sales service/repair quality

To,

Managing Director
Samsung India Limited
New Delhi

Subject: Poor product & poor service workmanship - 1.5 T window AC - BP No. [protected], Model No. AWT18WBHDFDXT and Sl. No. A090PZBL304773D

I bought my Samsung window AC on 9th April 2006. This product has not given me satisfactory performance even during warranty period. Within warranty period, gas leaked out 3 times, and most of the times in blistering summer I was continuously following up with your call centre to get repair done.

Every year during the summer timing, gas used to lick. Even after that cooling was never ever effective in this Samsung product till date.

This time, in 2010, I reported a problem of AC not working on dated 23 June 2010. On 25th June 2010 at 8 PM, I received a call from one of your executive saying that, your complaint can only be attended on 28th June 2010 (monday) and I need to call again to the autorised service station and register the rapaire complaint again and based on that they will attend.

And your service (M/s Advance Electrocare,Niti Khand, Indirapuram,Ghaziabad,UP) team responded on 28 June and the unit was picked up for repair on 29th June 2010 and your field engineer recommended to refill the gas due to leak and replace the swing motor and estimated the charge to be Rs.[protected].

Till 8th July 2010 (after 9 days of picked up) no body from the authorized station (as mentioned above) contacted us or bothered to tell us when the unit would be returned after dully repaired. I only contacted the service station in-charge Mr. Sanjay on his mobile no.[protected] and he confirmed that the compressor is not working and they need to be replaced with a new one without any extra chage, being within 5-years warrantee period and the repaired AC would be returned by tomorrow on 10 July 2010 by afternoon.

On 10th July around 3.30PM, I received a call from the same number and Mr. Sanjay(the service station in-charge) informed me that the front grill (cooling coil) is leaking and this needs to be replaced with new one and I would be charged Rs.2500/ extra. I reacted to his statement and asked, why this has not been informed to me at the time of verification by your field engineer at my end and you are bulldozing me at the time of delivery and that to after 10 days?

Mr. Sanjay respond to me that without replacing the front grill/coil set, recharging of gas is not possible and if we will do that, than there would be no guarantee from our side. After a hot discussion, he agreed to see the situation and try to manage with the existing coil set, if possible technically suitable.

On 12th July 2010 (Mon day), the AC unit was returned to me with a bill of Rs. 1500/- saying that there was no replacement of new compressor and this invoice of Rs. 1500/ is for recharging of gas only. The person came to reinstall the unit reconfirmed that the compressor was working properly and wrongly it was communicated to us that it is not working. I am confused, which statement of your authorized dealer is correct.

Please kindly investigate the matter whether actually the compressor was not working or they avoided and just managed to make it run till another 6-months or so till the warrantee period will over and this would be replaced in full chargeable basis. Or what was the intension of the service centre to communicate the wrong/misleading information to the client (me).

I am extremely nervous about the level of product quality and the service quality of Samsung has provided, along with the worst workmanship shown during repairs. I am really worried that I will have to spend most of this summer, again, in calling up Samsung Service Centres for one or another problem in this Samsung AC. In doing this, I am spending my precious time and energy; apart from phenomenal discomfort to my entire family due to non functioning of this product.


I am now thinking of going to Consumer Court since I have already spent money and time, without even getting a satisfactory repair done on my product. Actually, I should do that for the poor product quality as well since this product itself is unable to perform since the time it was bought. Your service records should tell you the entire history, if you have good service data management.

Please take a note of this and ensure that workmanship improves significantly so that repeat problems and customer harassment can be avoided. I will not call Samsung if the problem persists, and would simply dump this product onto you and buy new AC; and would contact Consumer court for the harassment I have been given by Samsung India and Samsung Service Dept.

Hope to receive the acknowledgement of this mail.

Thanks
Mrutunjay Jena
Deputy Director
National Accreditation board for Certification Body
Quality Council of India, Delhi
M-[protected]

Split AC not working - poor product and after sale servicing quality


Samsung Authorized service station details dealt in this issue:
M/s Advance Electrocare
1067-Niti Khand, Indirapuram
Ghaziabad, Uttarpradesh
Contact person (centre in-charge): Mr. Sanjay