Samsung — Faulty prodcut (freidge ) delivered

Address:

Mumbai City, Maharashtra, 400082

I Chandrusen Kotai have purchased my Samsung Refrigerator (double door) on dated 17 August 2015, Model No.RT50H5809SL, Serial No OBDW4ABG700018 from M/s Vijay Sales Address: - Shop No Flix Building, Opposite Asian Paints, 3, Lal Bahadur Shastri Marg, Bhandup West, Mumbai-400078. Maharashtra. I had paid INR 48, 300.00 to Vijay sales on 15th August, the fridge was delivered on the 17th August late night around 10:00 PM. On 18th August 2015, we found that floor around the fridge soaked with water, we realized that there is some problem of water leakage and excessive cooling inside the fridge. Immediately we called up Samsung & Vijay sales as it was the first day, the Fridge was powered up and within a few hours we could face the issue, (please refer the table attached on subsequent key follow-up without resolution), Technician was deputed, he inspected however with trail & error method involving few visits he was not able to fix the problem. I had to make multiple complaints and suggested for escalation to Samsung and Vijay Sales before they could depute the senior technician, by then a week was passed. The senior technician clicked photographs and suggested that he will request for replacement, we asked him to submit a service report (which can be a normal process for attending a service call), he has said, “since its new product and faulty, he will make a consolidated report once the replacement is done”. Again, after the follow-up technician came back and cleaned up the water piper as communicated by him, which was a temporary fix, as a day we could see wet floor. We again reminded Vijay sales & Samsung, they had sent senior most technician, who also clicked photographs & replaced water pipe, and on asking the field service report, he has said it’s not necessary to write a report and assured us that, he has escalated for replacement and after sharing the photographs, in weeks’ time we will get this fridge replaced. We could observe that water leakage was stopped for a week, however fridge has excess water accumulation inside it & the problem for excessive cooling still persist due to which the vegetables kept in the vegetable tray in the refrigerator are getting spoiled. The excessive cooling also leads to water accumulation in the Deli tray, so the bread and other deli items also get spoilt. Now from September onwards, in spite of multiple follow-up calls, and assurance that, engineer/technician will visit to fix the problem, no one has turned so far. To our surprise we have been told that Samsung person has visited on 3rd October, 6th October and we have been attended on 12th October by Samsung, which is absolutely false information, and almost every week we are calling and explain them the issue and requesting them to fix the problem or as suggested by Samsung technician to replace, as faulty fridge has been supplied to us from day one. We could sense the reluctance and false assurances, even Samsung technical support team is reporting false information in their systems, since there are no field report/complaint report prepared by technicians bearing our signature or copies not shared with us. I had requested Samsung support team on toll free numbers, that they can depute technician and ask him to spend three hours to observe the issue and analysis the problem give a report with possible corrective measures, as there is another fridge in my house which is operating for years, has no such problem, this will help technician to compare and resolve the issue. However, after firm commitment & promises given by support center in the last week of September, no one has turned up to resolve issues till date inspite of every week reminder in month of October. Moreover false report is entered in Samsung’s systems and complaint is closed, yesterday on 17th October once again after discussions for 1 hour I was assured that, they will fix issues with senior management intervention, however, I am not sure, as the past experience and the data shared with us, raises the serious concerns on the integrity, Accountability, business ethics. Hence, even I asked Samsung that with these kind of hassles, do I have to approach the consumer court, whereby no one is going to gain and it will be unnecessary additional efforts for me, and even the Samsung brand name will be under question. The reply was that it’s my choice to approach the consumer form, however, they asked me to wait for some more time. And there was no commitment to issue resolution. Given below are the some very key details of multiple complaints made to Samsung in this regards. Several technicians from the Samsung service center have visited my house, they have taken pictures and video to capture the details of the problem. I have been requesting for a replacement of the refrigerator since the product received had multiple problems from the date of purchase. The service center claims that they have submitted the report to the Samsung head office and the decision for replacement will be made by them. Here are the details of the complaints made so far. Date Complaint # Description and Action taken 18-Aug-15 [protected] Complaint raised due to water leakage from the refrigerator. The technician advised to Keep the temperature above 5 degree. Made a comment that the design of old model was better. 9-Sep-15 [protected] 8-Sep-15 [protected] Complaint raised due to water leakage from the refrigerator. The technician advised to switch off the refrigerator for 5 hours. He came and cleaned the drain pipe, he mentioned that there were pieces of thermacoal stuck in the drain pipe. 14-Sep-15 [protected] Complaint raised due to water leakage from the refrigerator and excessive sweating inside the refrigerator. Requested for an experienced technician too be sent. The technician came and took Pictures, recorded Videos to capture the facts. The drain pipe was replaced. The water leakage problem stopped temporarily. 18-Sep-15 [protected] Complaint raised d excessive sweating inside the refrigerator. Repeated follow ups with Vijay Sales and Samsung, visit from Samsung Quality department etc. 28-Sep-15 [protected] Complaint raised due to water leakage from the refrigerator and excessive sweating inside the fridge. 1-oct-15 No new ticket is generated Assurance given to send person, no one turned up 6-oct-15 No new ticket is generated Assurance given to send person, no one turned up 12-oct-15 No new ticket is generated Assurance given to send person, no one turned up 17-oct-15 No new ticket is generated Assurance given to send person, no one turned up