I am based in Delhi. I purchased a Samsung Refrigerator (RT49K6758S9) on 17 March 2019.
It was working fine until we noticed the moisture in the freezer compartment and ice cubes sticking together in the ice maker compartment.
By now, our product was out of warranty. We registered our complaint with Samsung, and their technician visited on 17 March 2022 and told that there was no problem in the freezer and it was working fine. When asked about the moisture in freezer, he told that it was normal.
Then, in May, the icemaker stopped dropping the ice cubes automatically in the box, and I registered the complaint for the same vide complaint number [protected] dated 20 May 2022.
The technician visited our premises on 21 May 2022 and told that the water quantity for ice maker was less and so, it was not getting enough water for making ice. When he pressed the manual switch, the ice dropped in the container. (Note that our complaint was not that the ice maker was not making ice, the freezer as well as the icemaker were working fine, except for the moisture, but freezer was not dropping the ice in its container which is should). The capacity of water container for the ice maker is 5 litre and there was 3 litre water already which the technician said that it was less, so he got it filled to the brim. (There was already the ice in freezer in some containers till now). Then, he made some adjustments in the temperature setting reducing it to -23 degrees and left assuring us that he will visit on 21 May again, to check the functioning.
By the evening of 20 May 2022, the ice in the freezer compartment starting melting, and ice maker did not start working for which we originally complained. We informed the technician on mobile, and he assured that he will be visiting us on 21 May and look into the matter.
On 21 May, he visited us in the evening and by this time, the ice in the freezer was in the molten state.
The technician, opened the icemaker, and then told that the gas was leaked and that it needed to be recharged with gas.
Now, we were surprised. How come in a matter of one day, the gas leaked so much that he did not need to check even the refrigerator from the back, which is checked usually by the technicians. When we enquired about this sudden leak of the gas, the technician said that copper pipe sometimes leaks. I was a bit surprised and I asked him how come the metal pipe in just two years, that too copper, corrode and leak suddenly, to which he mumbled something and went out. I thought he has gone out to take some tool, but when he did not return, I went out to check and found that he had gone back.
Note that no where he has asked about his service charges and he has not told us that he is leaving.
I contacted the customer care and he told that they have got the feedback from the technician that we refused paying the charges.
Then, I mailed to Samsung Customer Support on 22 May 2022. No doubt I got the immediate response, but they also told me the same issue that we refused to pay the charges, which I explained them in the mail and informed them the sequence of events.
Then, I got a mail that they have escalated the issue and we will get a call from the supervisor, which we did get on 24 May and the supervisor assured that they will send some senior technician who will resolve our issue, but no one has visited so far, and in this acute hot weather, we were forced to get it repaired from other technician.
Upon checking, he has also informed us that the alignment of Freezer door is not correct due to which the problem of moisture may arise.
Now, I am in a fix whether I should contact Samsung Customer Care, looking into their poor service and untrained technician!!!
Samsung India customer support has been notified about the posted complaint.
