I had purchased a Samsung Split AC Machine(12UA) on April 26, 2009 from Multi ChannelElectronics(North), Kolkata, in the name of Trisha Mukherjee, (Invoice No. – 18998 dated 26/04/09). Trisha Mukherjee is my sister.
At the time of installation, Multi Channel Electronics had sent two local mechanics to install, but it was neither installed properly, nor started working. When we informed it to Multi Channel people, they informed Samsung Customer Care. The Engineer came from Samsung customer care and after inspection he said that those local mechanics had damaged the machine (the junction of the pipe and indoor machine had been broken badly) the entire gas had been leaked due to this damage and it should be re-installed properly again. Then he re-installed the machine at another place of the room. Also I want to mention that the wall of the room damaged badly due to this purpose only. Anyway, he did all the needful to start the machine and at last it started after filling entire gas in it. The entire matter was known Multi Channel people but they didn’t help us that time in spite of several request of changing the unit.
Anyway, my sister (Trisha) had used hardly the machine in 2009 and from August’09, I didn’t use it for a single day.
In 2010 summer (april), when she switched on the machine for first time, it was silent(not working). First She informed Multi Channel and they informed Samsung Customer care. Again another Engineer (Mr. Kishalay) came and said the same thing that again that the entire gas had been leaked due to prior damage. As it was within the warranty period, they had taken out both indoor & outdoor units to their own place(Samsung workshop) and repaired and filled up the Gas it without any cost.
Again my sister requested and insisted Multi Channel as well as Samsung engineer to change the entire machine because of the Engineer was not satisfied at all about the condition of the machine and he forecasted that this problem might be occurred again after few days o[censored]sage. My sister informed Multi Channel Manager all this matter and requested to change the machine as the warranty period was about to close. But he assured that the incident would not be happened again in future and as the Machine Compressor has 5 years of warranty, they are liable to solve the problem till 5 years.
Again I would like to mention that the usage of AC machine was very limited which we can prove through our electricity bills.
Now, in this year (2011), the SAME PROBLEM OCCURRED. My sister called Samsung service center as well as she met Multi Channel people to solve the matter . SAMSUNG Engineer (Complain no. – [protected]). Mr. Ayan Pal Chowdhury inspected the machine and said the SAME THING to my sister that the entire gas had been leaked out again due to the prior damage. Also he mentioned that the old service center (Tobin road, Kolkata) has been shut down and he has come from a new service center(baguiati, Kolkata). He told that again entire machine should be taken and repaired with the filling of Gas.
Me and my sister both are very embarrassed that how it can be happened again and again and Samsung Company as well as Multi Channelpeople are not taking any action to solve the matter permanently and the warranty period is over now!!!!!!!!!!!!
We both went to Multi Channel Electronics and informed them entire matter. As usually, they acted the same. (This mail sent on 15th June 2011)
Now, after many mail and return mails (few mails are system generated auto reply also), SAMSUNG had sent their engineer and taken machine for the checking and servicing on 24th June 2011. on 5th July they have confirmed me the servicing/gas filling/compressor changing has been done successfully (in free of cost), which was inspected personally by their head trainer/engineer Mr. Subrata Banerjee. They have issued 4 months warranty letter also after a long discussion with MR. SAMARENDRA NATH OJHA (ASM) on 6th Aug 2011. before re-installing the ac machine, I have repeatedly requested Mr. Ojha as well as Mr. Subrata Banerjee that they also should be very very supportive this time as our parents had suffered more than 2 years!!!! They both assured with very sweet voices.
Surprisingly within next 7 days, water leakage started from the machine and again their engineer came and solved temporarily but the Machine was not working, he again came as well as inspected, but not solved. So he came twice that time.
Then we decided to complain to Consumer Forum and informed samsung managers that either they have to return our entire money back (Rs. 19000) or we will complain. Ridiculously, Mr Ojha sent a mail as well as the hard copy letter offering Rs. 10640.......a depreciation value of three years!!! An unused (almost) machine how can be depreciated......it's out of our knowledge. We didn't accept their offer. We went to consumer forum and forum officers suggested for mediation.
Today (17th Oct 2011) we met Mr. Samarendranath Ojha in Consumer Forum office for mediation.
It was just a wastage of our time.....as Mr. Ojha was rigid in his point (amount). But We were quite flexible that we may consider the VAT amount but we can not sacrifice Rs. 8360 because now we have to purchase again a new AC machine which will not be less than 22K-24k. and we are not ready for replacement because Now we can not TRUST Samsung Servicing anymore. Mr. Ojha not shown a minimum humanity there. Even in front of the mediator, we invited him to take a cup of tea at our house to see how samsung service engineers/installers had damaged our wall (for ac installation-3 times inn 3 different places) !!! Rather shockingly he said suddenly, they have not seen any complain in their system since last two years !!! I would like to mention here, since last two years, every time we informed Multi Channel people as well as Samsung both. Even engineers or mechanics came to our house with "SAMSUNG" dress with LOGO. Then who are those unknown people taken our machine to Samsung Authorised Service Center??? And why Samsung filled up Gas and Serviced that machine in free of Cost if we have not complained OFFICIALLY???
Now we are Not hopeful at all that MR. OJHA any more will help us, rather we consider his attitude totally nothing but the inhuman attitude and he was very proud of his "Customer Satisfactory" certificate (he told us, but who has given that we don't know).
I also like to involve Mr. Subrata Banerjee.....as he also had committed us very nicely to get our trust when we had denied to take back our machine from service center last time.
CAN WE GET ANY JUSTICE THIS TIME... OR..... SAMSUNG SERVICE MANAGERS / ENGINEERS / TRAINERS / ASM WILL RUN THIS MULTINATIONAL COMPANY LIKE THIS??? CAN ANY SENIOR MANAGEMENT PERSON (Samsung) HELP US TO GET BACK THE TRUST???
BEING AS A SERVICE WOMAN (I AM WORKING IN A CORPORATE), I BELIEVE "A COMPANY CAN NOT MAKE ANY GOOD PEOPLE, BUT FEW GOOD PEOPLE CAN MAKE A BIG COMPANY". HERE I AM WATCHING THE OPPOSITE THING. i HAVE NOTHING TO SAY EXPECT "ALL THE BEST FOR SAMSUNG", AS IT HAS HIRED FEW PEOPLE LIKE ABOVE MENTIONED MANAGERS/ENGINEERS/TRAINER, WHOSE CUSTOMER SERVICE ARE SUCH "UNBELIEVABLE" DOWN GRADED.
LOOKING TOWARDS HELP FROM THE FORUM.
Aug 13, 2020
Complaint marked as Resolved 
