[Resolved]  Samsung — complaint against defective side-by-side refrigerator

Address:

495001

Hello,

As a distraught customer I would like to draw your attention to the irresponsible and careless attitude of the customer care and after-sales service of Samsung India Pvt Ltd after their refrigerator was found defective.

We had purchased a refrigerator (Model number R562K600750) on 26th June 2017 from Amit Sales (Bilaspur, 495001). On 26th September 2018,
we had registered a complaint saying that the refrigerator's cooling system was not functioning. A mechanic attended to our complaint the very next day
on 27th September stating that with the correct settings in place it would attain the desired cooling within the next 12 hours. Not seeing
any visible improvements to our woes, we registered a complaint again and on 28th September, the mechanic who inspected the issue suspected
a gas leakage and asked us to contact the service center. We contacted them and immediately the next day, they inspected it and reported
problems with the condenser, the coil being damaged and a gas leakage. They had promised repairing the same after taking the refrigerator
back, but unfortunately after 10 days they came back saying that the refrigerator is irreparable, and promised us a voucher of amount equivalent
to the refrigerator cost after deducting 22% as depreciation amount.

Since then despite calls to the customer service, 3 complaints raised - [protected], [protected], [protected] and numerous visits to the service center, no further resolution has been meted out.

Its been over a month without an alternate refrigerator, I do have a few questions with the resolution provided and the way it was meted out.

1. How could a refrigerator just 15 months old, develop gas leakage, ? What were the quality checks carried out and I feel it would be fair to
assume it was a manufacturing defect and we were deliberately sold a defective piece? And given the circumstances I won't be surprised if it might
have been a refurbished one.

2. Who gets to decide the depreciation rate? And what about the cost of the numerous calls to the customer service, endless running about the
service center and the payments made to the mechanics for no fault of ours? What about the inconvenience caused for the past 21 days in
the absence of a refrigerator ? How do we account for these costs?

3. Why should we accept a voucher that limits us to purchase such defective Samsung products? Since there is no guarantee that future products
would be any better.

4. Also I was informed that the customer service would contact me either by email or phone, but there has been
no communication so far from your end. When should I expect the same ?

Given the circumstances and the endless inconvenience that has been caused, we would urge upon your immediate intervention to ensure proper
redressal of our grievances and remove the slur on your reputation, in case you value it.

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