[Resolved]  Samsung — Split AC not working - poor repair quality

To,

Managing Director
Samsung India Limited
New Delhi

Subject: Poor product & poor service workmanship - 1.5 T split AC - BP No. [protected]

Dear Sir,

I bought my Samsung Split AC in May 2005. This product has not given me satisfactory performance even during warranty period or outside the 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. Even my cooling coil was repaired during warranty period.

Even in 2007 summer timing, gas was filled again 2 times. Even after that cooling was never effective in this Samsung product.

This time, in 2008, I reported a problem of AC not working and your service team recommended to replace the cooling coil due to leak. This was done by charging me Rs. 4700/- on April 12 by your service team. No leak check was done while replacing the cooling coil, even after my repeated requests. My AC stopped functioning again within next 2 days and I again called your call centre for this problem. This time, service engineer told me that there was another leak which he has fixed, and filled gas again and made my AC run. My AC again stopped functioning after 2 days and your service engineer told me to get my voltage stabilizer checked, after I logged complaint at call centre for the 3rd time in less than a week's time. I got my voltage stabilizer checked from an external agency by paying another 250/-. Even after that, my AC worked only for 1 day and stooped functioning again. I had to log another complaint (4th time in ten days) at your call centre on April 23rd. This time your service engineer told me that he will remove the unit from installation, take it to service centre and check completely. It has been over 24 hrs, in this blistering summer, that your service engineer removed my AC from installation at my home and left it at my place, but no body has even come and collected the unit for taking to service centre. I have no clue that when will this unit be collected from my home, and repaired and installed back at my place???

I am extremely nervous about the level of product quality Samsung has provided, along with the worst workmanship shown during repairs. My product has not been made functional even after 3 repairs in ten days. 4th repair is under progress, without any timeline to finish. 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.

Sanjay Mohan
Head - R & D
Subros Limited

Home address - B189, Sector-14, Noida-201301, U.P.
Mobile - [protected]