[Resolved]  Samsung India — AC repairing team not responding

Address:	New Delhi, Delhi, 110075
Website:	Samsung

Hi, i ankit shukla, resident of new delhi have logged a compliant with samsung customer care with call ref no. '[protected]' for my split ac repairing as it wasn't doing any cooling.

Now, this compliant was forwarded to west delhi service centre team. At first it took us 2 days and finally a short leave from my office in order to match our time with samsung team as they wanted to come only in office hours. When these people finally arrived the people were courteous and were ok to resolve the things however at the end of the service they concluded that there is a gas leakage issue even when the compressor 'tripped time and again'.

After insisting them continuously for making a report of faulty compressor rather than gas leakage they insisted that it is their protocol and only the next service engineer who will come for gas filling can make faulty compressor report (For which i knew i again have to comeback early from office - another short leave). There was little that i could do about it and thus i had to agree to their terms as it was my ac and it is only my concern (Not theirs).

After 2 days of 1st visit i got a call from other engineer (Last wednesday i. E. 3rd may) and after following up with him for almost entire day he called me at 7 30 pm saying that i am still on a call and will be free from here in another 1 hour and will reach your place by 9 30 pm, since this is an outdoor unit and there would have been light issues thus we asked him to come up next day. Next day his phone was off and it was only at 1 that i was able to contact him and then after fixing an appointment my dad took a short leave from office and came early to match up with engineer timings of 5 pm.

Engineer reported at 5 30 pm on 4th may i. E thursday and the moment he entered he denied doing any repairs as we live on 1st floor of an apartment and the split ac outdoor unit was obviously installed on first floor. The service was denied due to height issue as the engineer insisted that he wanted a full staircase for ensuring safety and that without a full staircase he won't start any service.

There wasn't a full staircase and the one which we were using is absolutely safe and fine to use as the first samsung team who visited here used the same staircase with ease and all safety measures.

Still after insisting to start the repair they denied doing so and then left.

After 2 days yesterday i. E 7th may 2017 i called him and asked about the service status and whether he has delegated the call to someone else, to my surprise the call wasn't delegated to anyone, i asked engineer to come up or delegate the call to someone else who is ok with repairing this however the engineer said no one from his team will repair till the time we have a full staircase (Even when 1 of their teams did first level diagnosis using the same staircase).
I asked him for a refund and he said 'do whatever speak to customer care team i will not do this and neither of my team members will attend this and cut the phone down'

After this i called him 4 times however he didn't answer.

I called up customer care team as there was little that i could have done and they addressed my compliant assuring me to escalate this issue to senior level.

I am feeling furious and cheated as every time we need to get something replaced/repaired in warranty it is a very common issue as if company is doing some sort of favour on us.

Samsung should understand this that they have lost a customer (I may not be a big customer however for me my money matters and i will not buy a samsung product again).

I am feeing cheated.

Lastly i wanted to know i think it should be responsibility of the servicing team to come up with all necessary equipments for servicing outdoor units and it shouldn't be the consumer who should be arranging these facilities and if the engineer didn't turn up with these equipments (Staircase or rope) either they shouldn't attend the call or deny the call in first place itself rather than charging visit charges and then denying call.

Poor serviceability and rudeness has made samsung lose 1 loyal customer.

Regards.