[Resolved]  Samsung / Refrigerator — Extremely Poor Service and Service center duping with extra charges

Address:

East Delhi, Delhi

Sir,

Below is the auto reply I got from Samsung for my complaint, but I have not heard from any person from SAMSUNG to resolve or listen to my problem till date. I have called customer care several times in last one month and have been assured of the quality service but Alas! I have been disappointed every time.

As I can see that there are so many customers dissatisfied with the service centre services, I am sure one day will come that SAMSUNG will be out of market.

Please provide me a response for the over looting by the service centre on behalf of SAMSUNG.

Thanks,

Sunil

Dear Sunil

Welcome to Samsung India Electronics Pvt. Ltd. We thankyou for your
interest/valuable_feedback. Please find hereafter, our response. Your
Transaction no. is [protected]. Please quote this referencein all
subsequent communications.

[protected][protected][protected][protected]
We apologize for the inconvenience you are facing with your SAMSUNG
product.
We are forwarding your complaint to the concerned department.
Soon you will be contacted by concerned authority.
Till then kindly bear with us.
Thanks <(>&<)> assuring you for best services always.
With Regards
SAMSUNG

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Extremely Poor Service Quality with duping service centre
Sir/Madam,

I have a Samsung refrigerator with Model Code: RT23MAVMS1/XTL. I registered a complaint at your customer care with BP number [protected]. The only complaint I had was of Over Cooling and all food items getting freezed and turning into ice. My complaint was registered on 01 July'10. First Service engineer visited on 02 Jul ‘10 and mentioned that there is gas leakage and due to which there is overcooling. He asked if I wanted to get the gas refill done. I said NO. I paid Rs. 270 for engineer visit. Receipt details are: Book No 208 and receipt no 10351 dated 02/07/2010. He did some setting from one knob at the back of refrigerator. He mentioned that this might resolve the issue. The very next day, I again experienced the same issue and called Samsung customer care. This time the service engineer who came did not found any issue with the refrigerator and mentioned that temperature setting was incorrect. He set temperature for freezer at coolest and for lower bottom at cold. He ! categorically mentioned that there is no gas leakage and unit is working perfectly. Even this did not resolve issue and again I called customer care. This time the service engineer who came was the same who visited First Time on 02 July’10. He said that he could do nothing as he had already told the problem was due to gas leakage. I told him that another Samsung engineer said that there is no gas leakage. He said that if we talk to other also, we will get different words and causes. Since, he was very sure and confident about the problem cause and foremost, he was coming from SAMSUNG AUTHORIZED SERVICE CENTRE, I agreed to gas change. Gas change was done on 17 July 2010. Payment of Rs. 730 was made for gas change and receipt details are: Book No 203 and receipt no 10131 Dated 17/07/2010.

I used the refrigerator for 2-3 days and again the problem was seen and food items getting spoilt. I again called service centre and service engineer who came was the one who visited 2nd time and mentioned that there is no gas leakage and overcooling was some setting issue. He even said that we were made fool and service centre duped of Rs. 730. He mentioned that there might be Thermostat issue and need to be changed.

My frustration and concern is that even after getting services from SAMSUNG AUTHORIZED SERVICE CENTRE, I am duped and getting extremely poor quality. My refrigerator gas that was perfectly fine ( as mentioned by same service centre engineer) was change by coercing me. I even called the service centre on 27 July’10 and made them aware of my problem. The supervisor Mr. Khanna said that he will discuss the issue with service engineer.
I again called service centre and talked to Mr. Khanna. He did not have any concrete answer as to why Gas Change was done when fridge was overcooling as normally when gas leakage is there, there will not be any cooling and will have low cooling problem. He again mentioned that he will send a senior engineer to resolve my problem.

Brief of Issues with Service Centre and Poor Quality Of Service:

1. My initial problem of overcooling is still persisting even after 27 Days of registering the complaint and 6 service engineer visits.
2. Refrigerator gas change was done even when one of the service engineer insists/maintains and categorically mentioned that there was no gas leakage and overcooling problem could not happen due to gas leakage.
3. I have been duped Rs. 730 for gas refilling when there was no gas leakage and problem of overcooling is due to some thing else.
4. Even after calling service centre supervisor, I am not getting any proper response as to why gas change was done and always says that he will discuss the issue with service engineers. I think some thing is fishy out here and he may come up with some story to cover up the gas change and justify it.

Details of Service Centre:

KAISER ELECTRONICS
Plot No 3, FIE, Patparganj, Delhi
Tel:[protected]

PLEASE HELP ME. I would like SAMSUNG to intervene and provide me a response because I am paying price for availing services of SAMSUNG AUTHORIZED SERVICE CENTRE.

Regards,

Sunil Kumar