The details of the complaint are in the succeeding paragraphs extracted from the mail shared to the official escalation team mail id, samsung service head id and m/s samsung ceo mail id.
Dear sir/madam,
Kindly refer to the telecall made by you on 19 may 20 regarding inability of m/s samsung to service my refrigerator just because my society is near a containment zone.
Let me reiterate the salient points that we discussed:-
1. Your service engineers are not ready to service the refrigerator because our society is near a containment zone.
2. You accept that my society is not under containment zone (I have verified the same from local bengaluru muncipal corporation as well as vijayanagar police station).
3. With reference to point 1 above, you have expressed your inability to send across anyone untill the containment zone is not raised of the nearby area.
4. I have requested (Rather demanded) my money back including the service charges paid for the compressor as the complaint was raised within the warranty period. I hereby urge to refund the full amount of rs 7, 800/- to me so that i can go ahead and place an order for a new fridge.
5. I do not accept m/s samsung holding us hostage to the situation which is under their control. I hold m/s samsung responsible for deficiency of service and want my money for providing incompetent and untrained technicians, providing faulty part and then refusing to service the same, often lying on the phone regarding my society being under containment zone.
6. Failure to refund the money, i will take the issue to the consumer forum/court.
Warm regards,
Dear sir/madam,
Greetings! This is (Name with held) from bangalore. Kindly refer to the telephonic conversation between you and my husband regarding servicing of our non-functional refrigerator. I am using this mail to provide you a complete update regarding the service history of our refrigerator so that you can understand the quality of workmanship done and extreme hardship that me and my family is undergoing.in view of the extraordinary delay, we would like to avail complete refund of rs 7800/- spent towards replacement of the compressor. The undermentioned timeline will make it clear the reason for demanding so.
1. Oct 2019 - the refrigerator gave a problem and had stopped working. We registered a formal complaint with samsung service centre. After 2-3 days of constant follow up, a service engineer came to service the refrigerator. He checked the refrigerator and informed us that the compressor had gone bad and needed replacement which was to be done at the cost of rs 7, 800/-. We agreed for the same and he returned back with a compressor on the next day. He did not provide any warranty card but verbally assured us that samsung gave a warranty of 6 months on a new compressor and that in case of any issue we should contact the service centre where they will be maintaining a proper record.
2. Feb 2020 - the fridge again stopped working. We registered a complaint with the samsung service centre once again after multiple follow ups with the service centre and the service engineers, your service representative turned up. He checked the fridge and told us that the pcb has gone bad. On enquiring if he was sure, he said he was positively sure and that the said part was no longer being manufactured by samsung post verifying with the service centre. He said inspite of the same he will request to see of the part is available with the service centre and revert back within 24 hrs. The service engineer had removed the pcb from the white cover box and shown the piece to me so that i can visually confirm. We waited form a further 48 hours without ever getting any call from m/s samsung.
3. Feb 2020 - looking at the tardy service of m/s samsung we decided to go for a second opinion on the advice. We contacted m/s uban clap for servicing the refrigerator. The service engineer came and immediately informed us that the pcb had not gone bad as the refrigerator was getting the power. After testing he replaced the relay switch post which the fridge immediately started functioning without any issue. This raised a serious doubt in our mind regarding the professional competency of the service engineer sent to us as well as whether we can rely on the service centre. We got the feeling of being fleeced by the service centre as we were not sure if there was any issue with the original compressor in the first place. Also when the engineer from m/s urban clap was informed of the change of compressor he immediately told us to show the warranty card, he also informed us that a replacement compressor comes with a warranty of minimum 12-18 months. Once again betraying our confidence in the service engineer of m/s samsung who told us that samsung gives the maximum warranty of 6 months.
4. Apr 2020 - the refrigerator again stopped functioning on 20 apr 20. We raised the complaint once again with m/s samsung service centre. We were informed that due to corona virus lockdown, the service centre was not operational and we will have to wait till the phase 1 of lock down was over. Post completion of phase 1 of lockdown we again called m/s samung, when we were told that the service centre was not exempted and we should wait for phase 3 of the lockdown. Since, it was peak summer we decided to get another professional opinion and called m/s urban clap. The engineer visited our premises re-confirming that the pcb had no issue. He also checked the relay switch and ancillary parts and confirmed that there was no problem. He confirmed that the compressor had stopped working and we should contact m/s samsung immediately for it should be under warranty. This engineer too once again confirmed that a compressor comes with a warranty of 12-18 months as against the samsung engineer promise of 6 months.
5. May 2020 - today is 18 may 20 and it is almost a month now. We have not got any service from m/s samsung. We have been following up with m/s samsung regularly from 10 may 20 with no resolution. On 10 may my husband was assured that an escalation ticket had been raised and that i would get a resolution. On 11 may 20 at around 12:30 pm i received a call from your service engineer that he will be visiting our premises by 3 pm for servicing. We informed him that we will be waiting from him. Thereafter we waited till the end of the day, with no phone call or no engineer turning up. On 12 may 20, my husband tried continuously calling on the service engineer's number. He did not answer the calls made. He ended up calling the customer service where he was once again assured that the matter would be escalated and resolution will be provided. I got a call from the alleged escalation team on 12 may 20 to check if the problem had been resolved but they did not bother to check with the service team, we were again given an assurance that it would be resolved by wednesday. On 13 may 20, my husband called the customer service number at 10:30 am, the agent informed him that no escalation ticket had been raised and that she will raise the same to get a resolution. She also informed that since the service centre only opens up at 11 am the escalation team will be able to reach us post talking to them at around 11:30 am. Finally, my husband attended the call of the so called escalation team from chennai. They had taken mr srinivas/srinidhi on con call. He informed that my area could not be service as it was under containment zone. My husband challenged this as our society had checked with the local police station (Vijayanagar) and with the bbmc that our society was not under any containment zone. On been informed the same mr srinivas/srinidhi immediately informed the escalation team that the containment zone had been relaxed on monday i. E. 11 may 20 and that they would attend to our complaint on 14 may 20, he also informed that somebody from within their organization had refused to allow engineers to service our area. Mr srinivas/srinidhi was immediately confronted by my husband, if the containment (As per him) had been raised on 11 may 20 why were they still waiting to service us till 14 may 20. He had no answer and tried peddling some frivolous reasons. My husband told him the entire history and he acknowledged that the compressor as replaced as per the crm on 2 nov 19. He lied stating that the service engineer must have said pac and not pcb had gone bad on being informed of the shody service. He also acknowledged that no revert was made by the service centre on the pending status of pcb replacement. Post rigorous follow ups finally you assured us that the problem will be resolved latest by 15 may, which did not happen, and again on 16 may 20 which did not happen. We finally got a call on 17 may 18 informing that our are cannot be serviced as it was under containment zone, on enquiring on whose orders, the executive could not asnwer the same. My husband asked her to call back and confirm which government agency had informed that it was under containment zone as our society and area has never been under any red or orange or containment zone in the entire lockdown phase till now.
6. 18 may 20 - we are still waiting to here from the customer service executive or from the service centre. We are fed up. We could have easily bought a new refrigerator by now. We want our rs 7, 800/- to be refunded back to us so that we can use the amount to give a down payment for new refrigerator.
7. I am awaiting for your revert. Will be escalating the matter and if required approach the consumer court for resolution of the same.
Warm regards
Aug 7, 2021
Complaint marked as Resolved Samsung India customer support has been notified about the posted complaint.
Verified Support
May 25, 2020
Samsung India Customer Care's response Dear Customer,
Greetings from Samsung.
With the reference to your feedback regarding Samsung product, we hereby confirm that the resolution to your concern is already provided.
However if you are still facing some problem in the product performance, we request you to share the details of the same.
Our customer service team will shortly get in touch with you for providing resolution to your concern
Thanking and assuring you our best services always.
Best Regards
Samsung India Electronics Pvt Ltd
