| Address: D-168, Okhla Industrial Area, Phase I, New Delhi |
1. I am the owner of the Samsung Refrigerator Model RT45MCSM1/XTL with Serial No 23304DAP70081Y since 2007.
2. The refrigerator stopped cooling on 01 Mar 21 and accordingly, I lodged a complaint with Samsung Customer Care Centre, which further assigned service centre QDIGI Services Ltd in Okhla Phase -1 New Delhi -110020.
3. A technician (Akram) from QDIGI Services Ltd came, took Rs 500/- as advance, promising to get a thermostat next day. After repeated calls on 02 Mar 21, I was told that Akram was on leave and hence, a new technician (Bhupender) from QDIGI Services Ltd came and fitted a Bi-metal and said that the fault has been repaired. I paid a total of Rs 795/- (including visit charges). However, the refrigerator worked only for 5 days and again stopped cooling on 06 Mar 21.
4. Another complaint was registered with Samsung Customer Care on 06 Mar 21 and the same technician (Bhupender) from QDIGI Services Ltd visited on 07 Mar 21 and said that the Defrost Timer was not working. He changed the part and charged Rs 609/- (no visit charge was taken).
5. The refrigerator worked for a few weeks and again stopped cooling on 24 Apr 21. Yet again, a complaint was lodged with Samsung Customer Care the same day. On 25 Apr 21, a technician (Ajay) from QDIGI Services Ltd visited, checked the refrigerator and changed a part (apparently a relay, no name is mentioned in the receipt of 25 Apr 21). For this, I was charged Rs 912/- (Rs 440/- for the part and and Rs 472/- as visit charges).
6. After a few days, the refrigerator again stopped cooling and I registered another complaint with Samsung Customer Care. A technician (Akram) from from QDIGI Services Ltd visited and checked the refrigerator. He said that the relay was loosely fitted and rectified the fault. The refrigerator started working again.
7. Then again on 18 Jul 21, the refrigerator stopped cooling. I registered a complaint with Samsung Customer Care and on 19 Jul 21, Akram from QDIGI Services Ltd visited and again changed the Bi-metal. No receipt was given and the replacement was endorsed on the receipt dated 25 Apr 21. No money was charged for either the part or the visit.
8. On 02 Aug 21, the refrigerator stopped cooling again and a complaint was lodged with Samsung Customer Care. On 03 Aug 21, a technician (Ajay) visited at 7 pm and said that due to ice in the freezer compartment, it cannot be checked at the present time and the problem can only be addressed the next day after the refrigerator remains switched off and the ice melts. When asked that other technicians had earlier used hot water to melt the ice, he said that he has to proceed on leave the next day and so he cannot address the problem at the present time even with hot water usage. Thereafter he left, saying that some other technician will visit the next day.
9. On 04 Aug 21, I called QDIGI Services Ltd and was told that Mr Nandan would visit and attend to my complaint. Two technicians came and said that since they did not have any details about the nature of the complaint or the history, the problem would be rectified by Ajay once he returns from leave on 05 Aug 21. This was highly unprofessional and I insisted that the refrigerator be repaired immediately. I was told that the spare required (Bi-metal) was not available with the technicians and will have to be procured from the Service Centre at Okhla and can only be done tomorrow. I felt highly disappointed and frustrated by their attitude. I demanded that the spare be brought from Okhla and the refrigerator be repaired at the earliest. I told the technicians to keep their bags in my house and go to their Service Centre to get the required spare part.
10. After a lot of arguments, struggle and frustration, the part was finally brought at around 4 pm and replaced in the refrigerator. It was clarified that the part replaced is due to a fresh fault and that I would have to pay for the same and the visit. I was also told that Ajay will be coming on 05 Aug 21 with the bill and the payment can be made to him.
11. I also sent an email to Samsung Customer Care on 19 Jul 21 for which I received a system generated response. I again sent an email on 03 Aug 21 to the same addressee (Samsung Customer Care), which was apparently not delivered.
12. I have a few major issues with the professionalism and service ethics of the firm M/s QDIGI Services Ltd :-
(a) Despite repeated complaints of the same nature (cooling) and many components replaced, the technicians (they call themselves Engineers) have neither been able to satisfactorily identify the fault nor repair the appliance once and for all.
(b) I don't have any option to select any other Service provider since the Samsung Customer Care system automatically selects QDIGI Services Ltd based on PIN code of the customer (in this case 110070 for Vasant Kunj, New Delhi). Effectively, I have to bear with sub-standard service from M/s QDIGI Services Ltd even if their technicians are poorly trained, arrogant and use either sub-standard or spurious spares, leading to frequent failure of the same part.
(c) It is not possible to communicate to the higher authorities in the Samsung hierarchy to highlight my problem and put some pressure on M/s QDIGI Services Ltd for effective complaint resolution and good quality repair services.
13. Please find copies of receipts dated 02 Mar 21, 07 Mar 21, 25 Apr 21 (with endorsement dated 19 Jul 21), emails dated 19 Jul 21 and 03 Aug 21.
14. The Service Centre (M/s QDIGI Services Ltd) should be cautioned to be more sensitive to consumer expectations and requirements. Samsung (India) Ltd should also monitor the quality and caliber of the Service Centre and the technicians it employs. In addition, Samsung Customer Care through their website or through their algorithm should provide an option to customers like me to choose and try another Service Centre rather than an incompetent and insensitive one. In fact, such is the level of apprehension that I am unwilling to purchase another Samsung appliance, fearing that I will have to deal with the same Service Centre.
15. Suitable damages for mental agony and suffering may be granted to me against M/s QDIGI Services Ltd and Samsung (India) Ltd.
Thanking you in anticipation,
Dr Varun Asthana
C-8/8463, Vasant Kunj,
New Delhi-110070
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