| Address: New Delhi, Delhi, 110052 |
| Website: www.samsung.com/in/aboutsamsung/samsungelectronics/india/index |
Chain of emails registering compaint
Complaint 1 to Samsung CEO:
Just yesterday, our replacement refrigerator was delivered to our home.
Today afternoon, there was a loud blast in the refrigerator section of the fridge and upon opening it, it was found that the glass tray in it has blasted. There are glass splinters all across the refrigerator.
THIS IS COMPLETELY UNACCEPTABLE! If the fridge model is itself faulty, it is better that the customer is not made to suffer for it! We have any way wasted 7 months before this trying to get the earlier handed over faulty fridge replaced.
Can you please get someone to look into this TODAY itself!
Complaint 2 to Samsung CEO:
I reached out this afternoon citing a very SERIOUS ISSUE of a blast in the refrigerator. There was an engineer visit some time back.
It was appalling to see the way the issue was dealt with. At first, the engineer simply refused to believe that the tray could blast in the refrigerator, suggesting that we would have pulled the tray out leading to its condition. It was then that this had to be brought to his notice that the fridge was delivered LESS THAN 24 HOURS AGO, and the tape attaching the tray to the sides of the refrigerator were still in place (pictures attached)!
It is absolutely and down rightly humiliating to see an organisation''s representative defending their faulty product even if it as serious as causing damage and serious threat to users. (refer pics attached)
I just shudder to think what if any of my family members was there using the refrigerator when this blast happened! WOULD SAMSUNG HAVE TAKEN ANY RESPONSIBILITY FOR THE PHYSICAL HARM CAUSED THEREIN??
I just can not trust the organisation and its products! I am not comfortable using such faulty (and possibly a range of defective products), and would suggest that the fridge be taken away, and a refund be made. This is the condition with a replacement!
I would hope to hear back on this urgent matter as soon as possible. I would not want to risk my family''s life any more with this.
Complaint 3 to Samsung CEO:
I sometimes wonder what may make things to be considered seriously and urgently for Samsung Electronics??? For mails sent on Apr 21 with urgency indicated in the subject line and in the mail as well, there seems to be just no movement at all.
I have made it clear in my previous mail as well that the Samsung refrigerator provided as a replacement to us presents SERIOUS THREAT with the glass tray in the refrigerator blasting away within the first 24 hours itself. There could have been casualties and more damage, but that just does not bother the so called organisation of repute!!This lackadaisical approach is highly shameful, and I am sorry to say, that I am now the biggest detractor and the worst PR in my peer circle for Samsung. If the organisation can not care for its customer''s well being and can take things casually at its own pace, the customer is left with no other option either.
I reiterate - can I expect a prompt response to the problem please? We have not been using the freezer which still has the shattered glass tray and splinters spread all across the freezer. I would want a refund of the refrigerator''s value and save my family the threat of their life by using such faulty products, for which its manufacturers also refuse to take ownership of. Tells the story by itself.
If it can not be taken urgently enough, I will not hesitate to explore other social media platforms and bring to light for the world what array of products and related consequences await its customers.
A highly disgruntled Samsung user,
Suresh
Finally, the response we got:
Dear Mr. Kriplani,
Greetings!
This is in regards to the complaint of your Samsung Refrigerator RT65K7058BS/TL.
It is our best endeavor to provide you with impeccable product experience at Samsung. Our products pass through rigorous quality checks which are globally recognized therefore, Samsung products stand out as best in terms of quality and service of the products.
As discussed with you regarding the issue with your refrigerator, the tray is broken and needs to be replaced as per warranty terms of Samsung India.
As a special case we have offered you with free of cost tray replacement, the same will be applicable for next 7 days.
As per your request of replacement/refund of the unit, we will not be able to cater to the same at this moment.
Nevertheless, we would like to take this opportunity to thank you for your feedback and to give us any other opportunity where we can serve you in any other way.
Pankaj Talwar
Manager Customer Experience
Desk Phone:[protected] Extn 1537
(Mon - Fri, 08:30 AM - 05:30 PM)
Our Response:
TO WHOMSOEVER IT MAY CONCERN
I would like to take the email response below point by point for the rut that it hides beneath its glossy surface:
1. It says the 'endeavor (is) to provide you with impeccable product experience at Samsung...Samsung products stand out as best in terms of quality and service of the products.' Never has this lie been more blatant than now, in the context of the issue that I have been trying to pursue for more than last 20 days now. And if I take the original product - for more than 8 months now.
The so called 'impeccable product experience' was that of moisture laden trays and spoilt food items in the fridge. It took your prompt service 7 months and more to acknowledge and replace.
Then came the masterpiece of a replacement which almost proved to be life threatening with a BLAST in the freezer within the first 24 hours of receipt. That does set some really high standards in terms of product quality indeed!
2. To clarify and reiterate, and not so lightly either, the tray is NOT just 'broken', as your email suggests. If my earlier messages have been paid any heed to, the tray is shattered and splintered after the blast. There is not one item in the freezer that we can consider safe to be consumed for there are glass pieces everywhere. And that definitely can't just with a broken tray, if even an iota of logic is applied to the case.
(Pictures enclosed)
3. More importantly, does your organisation of global repute hold any accountability (moral and otherwise), whatsoever, to the customers and their lives? I have been saying this in my messages earlier that had any one been using the freezer, this blast could have led to a serious casualty! But your mail just skims over it like it has done over the last so many months! I wish to put it on record that your claims of warranties just do not suffice.
4. I REJECT your offer of a free of cost replacement of the tray in the freezer. I demand an answer instead to the questions I have raised above. Add to that the complete insolence with which this matter has been dealt with. Nobody from the customer service team has had the basic courtesy to call in and check the status.
So much so that messages on social media platform have been turned a blind eye to. The US arm of your organisation responded to the twitter message, but the Indian arm is busy fooling and duping other customers. And yes, that is how organisations of repute conduct themselves!
I am a completely disenchanted Samsung customer, and now a vociferous detractor for all potential users. If there still remains some sense of honesty in dealing with customer grievances, I would expect a sensible response. To make it clear I am not going to continue using this faulty product sent over as a gracious replacement. If it can be replaced, well and good, else I am not hesitant to pursue other legal means to get this addressed.
Gaurav Kriplani/Suresh Kriplani
Samsung India customer support has been notified about the posted complaint.
