[Resolved]  Samsung — Product get unrepairable due to mishandling by company executives

Address:

North Delhi, Delhi

Ref : Complaint no :
Complaint Number : [protected]
With reference to above referred compliant number, I would like to take you through the problem and the respond I received from your company.

 I purchased the Samsung refrigerator model SR – 34 from M/s Sargam Electronics vide their invoice number 9080 dated 8 September 2004 for Rs.20,000 /- (Rupees Twenty Thousand Ony) In June 2011,I started facing problem of non-cooling of lower part of the refrigerator . However the freezer was working properly.
 I called up at your authorized service centre and explained them about the problem. They sent an engineer. After inspection, he mentioned that a part of the freeze has got failed and that’s why, this problem has occurred. I told him to change the part. He changed that and I paid an amount of Rs. 466/- (Rupees Four Hundred Sixty Six Only) vide CR No. 91441 dated 24 June, 2011 After 15-20 days of the visit of engineer, upper part of the refrigerator i.e. Freezer has started giving problem of low cooling.
 I again called the same service centre on August 4, 2011 and explained them about the problem.
 On August 5, 2011, an another engineer visited our house and after inspection, he mentioned that the gas has been leaked and the same has to be refilled. Being a non-technical person, without even asking a single question, I told him to refill the gas. He charged me RS 275/- towards service charges and an advance of Rs. 200/- towards gas refilling. In total, he charged Rs 475/- (Rupees Four Hundred Seventy Five Only). Receipt of the same is attached herewith for your reference and records. Till this time, the lower part of the refrigerator was working properly.
 On August 7, 2011 an another engineer ( Mr. Rakesh) came to our house for refilling of gas. We could not see him equipped with any type of equipment for refilling the gas. He cut a pipe inside the refrigerator and then mentioned that the compressor is not working and it has to be changed. Further the engineer was very rude. When we told him that the engineer who came last time has mentioned about the gas and now there is a different story. His respond to our queries was very shameless and his behavior was very unprofessional. Even after this, we told him to replace the compressor.
 After that we have followed up with the service centre many times. The head of service centre (Mr. Sumit) mentioned that the compressor is not in stock and will take 2-3 days. It happed somewhere around 9-10 August 2011. After that we have not heard anything from him and we called up again the service centre, he was not available to respond to us.
 Around 16 August 2011, when we called up again the service centre, Mr. Gagan told that Mr Sumit who was earlier looking after this matter , is on leave and I will now look into this and will get back to you. We have not heard anything from him as well.
 On August 17, 2011, when we again called him up, he mentioned that internal kapliry of the refrigerator is blocked and there is nothing wrong with the compressor. Further kapliry is not replaceable and we are not in a position to repair the refrigerator.
 We were not satisfied with Mr. Gagan’s answer and we called up again after two days. This time, we have been able to speak to Mr. Sumit. After hearing the whole facts, he again reclaimed that the problem is due to compressor only and as compressor is not in the stock, we will replace the same upon getting one the same from company.
 On 24 August 2011, Mr. Virender from the same service centre has visited our house. He came without any compressor. He inspected the refrigerator and mentioned that the compressor is pumping low due to block of kapliry.
 On 27 August 2011, we received a letter from your company stating that as the refrigerator is more than 5 years old and is not repairable.

Now , I have following issues keeping in view the above mentioned facts.

• I am surprised to know that refrigerator is not repairable if it is more than 5 years old. I have purchased the refrigerator from Samsung only on the basis of good after sales service assurance. Further, it not a small equipment of few hundred rupees. I have spent Rs 20,000/- on the same that too in 12 installment.
• If the refrigerator is not in a position of repair if it crosses 5 years, why the same has not been mentioned at the time to sale of the same.
• Every time, there was a different service engineer and that too with a new problem in the machine.
• I have surprised that when no body is visited our premises from 10th Aug to 17th Aug then how can the problem of my refrigerator get changed from Compressor problem to internal capillary problem
• If the problem is not repairable then why the advance taken by you for gas refilling is not refended.
• What action you have taken for my complaint for your representative
• Respond time and behavior of the service centre was not at all customer friendly. Further, it seems that they are not equipped with proper technical knowledge.
• Further , according to me my machine get un repairable due to mishandling the same by your service executives.

As I am not a technical educated person but being a literate consumer, I have all the right to have your immediate action on the above mentioned issues.

You are requested to get back to me without any further delay so that I could take further actions.


Best regards,

Parveen Kumar Kanodia

Enclosed :

CC
Complaint Board
Samsung India – Nehru Place