Samsung — Defective samsung refrigerator (rt42k5468sl 415 liter) s/n: 0d1j4dbh100442h

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New Delhi, Delhi, 110048

Respected sir, we have purchased a samsung refrigerator (Rt42k5468sl 415 liter) s/n: 0d1j4dbh100442h double door refrigerator from sargam electronics in lajpat nagar on 6th march’16 for the price of rs 44, 500. The fridge stopped working from the very initial days of purchase and ice started to develop in the fridge section of the refrigerator due to which the cooling was constantly getting degraded. We called the samsung service center and they sent their 1st level of technician abhimanyu rana who claimed that the fridge is absolutely fine and there is no problem in it. He didn’t even bother investigating if there is ice being developed or not. On insisting i asked him to leave his temperature meter at our place and didn’t give him the otp of the complaint.In the evening i called him to confirm that the fridge temperature is still not improvising, thus he said that he will send his senior engineer to our place. The next day rehman hifzu (Senior engineer) visited our place and asked us to switch off the fridge for another day in order to investigate, as because of ice he wasn’t able to open the fridge. The next day again he visited and upon further investigation he realized that the sensor and fan are not working in the refrigerator because of which there is no cooling in the refrigerator. Because of this problem our milk is getting spoiled every day, loads of vegetables have got rotten. I called the customer care and asked them to either refund the money for my refrigerator or give me a replacement for the same, as we haven’t paid a huge amount of our hard earned money for a defective piece. On this the customer grievance manager, pankaj talwar called the next day, who is just so arrogant and doesn’t knows what the power of a customer is. He just kept arrogantly saying that i won’t refund the money nor will i replace the fridge. I will get it repaired. When i insisted of speaking to his senior/ manager, he said i am the senior most person here, as if he is the ceo of the organization. Such arrogant person should be removed from his designation, as he doesn’t understands what customer feedback is. If such disrespectful people keep working in such a brand, it will lead to ruining of their brand image as the employees of samsung don’t want to understand the grievance of the customer. It’s been a week now, that our refrigerator isn’t working and we are just going in circles for refund/ replacement of the refrigerator. The crisis that we are facing, pankaj talwar doesn’t understand. We don’t have cold water to drink at our place when the temperature outside is 43 degree celsius. Now our fridge is left in an unattended state. I request you to please look into my complaint and either get us the refund for our refrigerator or a replacement, as we don’t want to use a defective piece at the price of paying full amount to samsung.