[Resolved]  Samsung Ac — Poor customer care from Samsung

Address:

Kamrup Metropolitan, Assam

I would like to lodge an urgent compliant regarding a Samsung AC that my father, Tapan Kumar Barua, purchased in Guwahati on 04 June 2009. The AC was bought from a Samsung dealer, Classic, located on Moniram Dewan Road.

Details of the AC:

Type : Window AC, 1.5 ton
Model no. : AWT18ZKA
Product serial no. : A176PZBQ506493V

The AC has been very noisy from the time it was fitted 14 months ago. A complaint was lodged with the local Samsung customer complaint service at that time but they claimed that this was ‘normal’.

Earlier this month, the AC started to malfunction - the compressor kept going off repeatedly. A complaint was lodged through your all India customer service telephone number but there was no response from your team. On 13 August, another complaint was made to the head office - complaint no. [protected]. Despite repeated calls subsequently, Samsung sent a technician only 5 days later on the 18th. He said that the compressor was damaged and that it would have to be replaced. And for this, my father would have to pay Rs 2500 as service charges.

The compressor has now been taken to be replaced. Although an assurance has been provided that by 21 August, the AC would be returned with a new compressor, it is highly unlikely given Samsung’s disgraceful performance in addressing customer complaints.

I would, therefore, like to raise the following issues:

1. Why did it take more than 5 days to send a technician to the customer’s house despite repeated calls?
2. Why is the customer made to pay Rs 2500 for a product that is proclaimed to have full replacement warranty especially when it breaks down in the second season after mere 14 months of its installation? Isn’t Samsung liable for giving a product that is clearly sub-standard?

My parents have been using ACs for the past 40 years. It is for the first time that they have encountered such a shockingly substandard product and such poor customer service. It is with disgust that I write this letter to one of the most hyped companies in the country. If the matter is not addressed soon, we will be forced to take more serious measures for customer harassment.