Samsung Electronics Co. Ltd — Refusal to service Refrigerator

Address:

Chennai, Tamil Nadu

From, B. Rajesh Salecha F/o, Abhishek. R. Salecha 1, 2 Stringers Apartment, Stringers road, F-3, III Floor Periamet, Chennai -600003 Ph:[protected]/[protected] Date:[protected] TO WHOMSOEVER IT MAY CONCERN Sir, Please be informed that as a consumer of your product under Electronic Home Appliance category, my son Abhishek.R from Chennai had lodged a telephonic complaint stating the Refrigerator was not cooling enough especially in the vegetable box area beneath. Please read below the stages of events that had occurred since then:- I was initially asked to change the temperature of the refrigerator verbally over phone & observe the change in cooling and revert. Unfortunately this trouble shooting method did not impact in anyway. Gradually it also went dry and the cooling or chillness at the freezer area too went zero. We made a second call the next day & were assured that a service agent would turn up to look into. I had confirmed my residence address along with specific mention of landmark near my area, when I was asked. I did receive a call from the service agent stating that he was indeed at the said landmark & was seeking further guidance to turn up to my address. Hours passed by and me and my family members were amused that he still did not turn up. I then made a call directly to the service agent’s mobile number to seek his where about and was shocked at his refusal to turn up and hear his reply. He said since my residence does not fall under his/service company’s authorized/appointed jurisdiction he cannot attend to my issue. This is insane to deny or decline a consumer request. We were then informed by one M/s Jayam Agencies, Chennai that an engineer would turn up at my place to look into the issue on priority basis which he eventually did but as per the service company’s convenience on a Sunday morning, 24th of May 2014. We pleaded earlier to look into it on Saturday the 23rd as things kept in the refrigerator were beginning to get spoiled. That day a litre of milk got spoiled because of the delay incurred. On his arrival, all he did was clean the bush from behind as it had accumulated sufficient dust. Post he completed his task, he said he would keep the refrigerator under observation for the day and also changed the temperature level. Moreover, he himself refused to take the service charge and said that he will collect that the next day. This was 24th of May 2014. The next day, 25th another service engineer had come and had just inspected the refrigerator casually and said all was OK with it. My refrigerator now makes a loud wobbly noise because the first engineer seems did not shut something properly & we do not know what is amiss. I strongly condemn the attitude of the service agents & its employees. It’s a shame that I’ve been taken to the dogs and made literally beg to attend to my issue since then. My family has been tortured and harassed every day since then till date on false assurance of seeking immediate remedy to the complaint stated. We are been taken for a ride whenever we have complained to the concerned authority over the phone. I have since then made numerous calls to the service agents but they refuse to come to attend my problem just because they are not sure of my area or the area does not fit into their scheme of things & make wild allegations that I refuse to pay a service fee of Rs 281 or so and the area is not under their scope of work. CSR over the phone too do not speak properly with us & treat us as if we are any miscreants’ up to some mischief. We are unable to escalate this issue over the phone as the agents refuse to even give the line to the next level of contact. As a consumer we fail to understand that when a complaint is made to Central dedicated complaint number, how on earth a consumer/complainant know to which area does he fall under for the service agent to cater. Should we now choose our area of residence per the convenience of the service company? Is that now our look out to see the feasibility factor of the service agent/service company? I hereby inform that this e-mail along to you, a hardcopy has also been presented to National Consumer Disputes Redressal Commission (NCDRC) and District Consumer Forum (DCF). Please find below my details first up to get an insight into my case of MISHANDLING, HARASSMENT & AUDACITY TO REFUSE TO SERVICE my Samsung refrigerator. Acc no: [protected] Model No: RT 44MAMS SILVER Complaint number: [protected] Dt. 19/05/2014. I look forward to your reply & co-operation as well as a reply on the same. B. Rajesh