Samsung — Faulty smart door lock

Address:

India

Hello I am from lucknow, India.i had purchased a samsung smart door lock in October 2022 model no.SHP-DP609.since the start the wifi module of the lock has not been working, that is it could not be detected by the lock itself.now the fingerprint detection in the lock allows me to lock the door but is not allowing me to unlock the door. I tried calling the samsung customer care number but I always got a reply that we have no dedicated service for the lock and that i should contact the local vendor who sold the lock. If there is any manufacturing defect then what will my vendor do? It's something that has to be diagnosed and corrected by the company isn't it?. That lock has been like a dead bolt on my door since 5 months almost now and now I am at my wits end.i can't buy a new lock because this one has already been installed on my door and I would have to change the door to be able to install a new lock..I bought the lock thinking it's a smasung product and having been attached with the brand since long.havih used a variety of your products I was surprised at the lack of any service for the product .now that your service people contacted me, the only solution they could come up with is to take the lock and get it repaired.i am ready for it to get repaired, but both i and my wife are doctors and are out of the house all day, once the lock has been removed from my door, how am i supposed to lock the house.the only thing the agent Mr.rakesh kumar could say on the phone was i understand but the company will not exchange the lock and you send it for repair.how can you give such an illogical answer repeatedly is beyond my understanding.probably he was reading from a scripted book?, because he had no answer to my question as to how should I handle the security of my house for which I had initially installed the lock for which i am now running around like a headless chicken searching for a single point of contact who can actually understand the first basic thing, that i was sold a defective lock in a sealed box, which quite simply points in the direction of a faulty manufacture, which means that if I am given a faulty product it should be replaced and then what ever repairing, experimentation or resale has to be done can be done by the company at their leisure.i am a consumer who has paid a hefty amount for money (which for me atleast is a hefty amount) and like any normal person i feel frustrated for having had to deal with a faulty product after spending so much money and after all the effort i had to put in to just be able to connect with you guys, being told that the solution is remove the lock and send it to us so we can repair sounds very very frustrating.i know I am being repetitive but till then do they expect me and my wife to take leave from our jobs and sleep on the porch day and night to guard our house? .i will be saddened to see if any person reading this mail has to see a day where they went to consult a doctor but realised the doctor was on leave because a company sold them a faulty lock and now they have to stay at home and stare at the door till the time the lock has been repaired and sent back to them .i am curious to know what your solution or reaction would be if you were in my situation.its very easy for your people to tell me that its a company policy, but i am surprised to see the inhumane attitude of such a reputed company towards the agony of the consumer.i normally am not the one who would write such long mails or make a fuss about policies or even disrespect anyone over any issue, but the way this issue has been handled has been very unprofessional and its out of mental agony that I had to go ahead with this. I shall await a logical response and a genuine solution from your end. kindly look into the matter and please take necessary action as it's been far too long now..