I complained about the non-working of my SAMSUNG refrigerator on 02.12.21.( Service Request No:[protected] ). It is 49 days over now. The product is not repaired yet. I am following up with customer service in every 3 or 4 days. But, service team neglect the request repeatedly. Very inexperienced service technicians came to service the unit 3 times. They charged RS:4140.00 and did something on the refrigerator. But, due to this repair attempt by the un-experienced technicians, the refrigerator became fully un-operational. I have been following up with the SAMSUNG Support team in every 3 or 4 days continuously till date. But, service team not repairing the refrigerator after taking repair charges from me. They neglect my request.
So, my request is as follows :-
(1) Repair the refrigerator and put into operation
(2) If they cannot repair, return the 100% of the charged amount
Feb 3, 2022
Complaint marked as Resolved Dear Sir,
The complaint is not yet resolved. The service team behaved in arrogant way for sending complaint. They do not cooperate for the repair nor they return the amount
THE FOLLOWING IS THE DETAILS.
Further to my service request ( Service Request No:4337674318 ) dated 02.12.2021, about the non-working of my SAMSUNG refrigerator, I would like to update you the following.
The Service Engineer ( Mr. Rengith-Tel:9847901023) visited our apartment today (24.01.2022). He was very angry when he reached at the apartment for sending repetitive complaint from our side. So, he was very arrogant in his behaviour. He just opened the back side of refrigerator and in 2 minutes he closed it. He just informed that this refrigerator is irreparable as condenser coil is leaking. No pressure test nor any other test is just done before he gave this reply.
We do not believe in this due to the following reason.
 Already 53 days over after my service request.
 SAMSUNG send another local service company to repair the refrigerator. 3 times technician arrived at the apartment. The technician released refrigerant and filled with inert gas and done pressure test. No leakage ( or pressure drop ) noticed. After confirming no leak, he charged refrigerant. Charged Rs: 4140.00 from us. Bills issued
 But, refrigerator was not working again. When we complained again, service team moved the refrigerator to the service centre and kept at service centre for a period of one week. Checked thoroughly and said that it is repaired. Returned the refrigerator. He asked Rs: 1000.00 for the repair again. But, freezer was not cooling properly. So, I said we will give Rs: 1000.00 if the refrigerator is cooling well. When the technician informed the engineer this matter, over the phone, to the engineer, he asked the technician to make it un-operational. The technician released refrigerant from the system and left. From this moment, the refrigerator was not cooling at all.
 After this, we were continuously following up with the SAMSUNG customer service. But, service team never responded. Some times, just made a call, but nobody attended the complaint.
 Again, when we send complaint, the service team got annoyed. The engineer came today and said that “Condensor coil is leaking and this refrigerator is irreparable†which is untrue. This reply is to challenge the customer against our complaint. The following are our justifications:
• The technician had done pressure test to find out any leaks. There was no leak and that is why refrigerant was charged.
• After this, refrigerator was taken to workshop for a week for checking. While returning also, there was no such comment about leakage.
• How, all of a sudden, after we gave complaint, this new invention is detected. Why no such remarks in 53 days. Does Samsung service team takes 53 days to detect a refrigerant leak ? It is a revenge to the customer. Without any test, he just gave a wrong message. He said, this refrigerator is irreparable. An Easy solution of excuse. This refrigerator is bought for Rs: 82000.00 just 7 years ago.
• Why the amount Rs: 4140.00 is charged from us in the name of Gas charge if there was leak in the pressure test.
• On 21.01.22, we received the following SMS
†Dear Customer, part is received for Samsung service request 4340419522. Our engineer will call you. Click https://bit.ly/31QN4lI to WhatsApp us for queries.†. which part ? If gas leak is the issue, why this part is ordered ? Why 53 days for the part to receive?
So, I would like to inform you the following :
(1) Very poor service performance is observed from SAMSUNG SERVICE TEAM.
(2) The service contract was outsourced to an incompetent local company and they were not able to repair.
(3) Cheated the customer with wrong information and untrue statements
So, I request you to interfere in this case and to make a solution for either of the following:
(1) Repair the refrigerator without any further delay
(2) If SAMSUNG not able to repair it, why charged amount from us (Rs:4140.00 ). Refund the amount without delay.
(3) You may take suitable punitive action for this unacceptable delay of repair and for taking revenge against the customer
Samsung India customer support has been notified about the posted complaint.
Jan 24, 2022
Updated by pkutty The complaint is marked as resolved in this website. But nothing done. The refrigerator not repaired. Instead, the SAMSUNG service team challenging me without repairing the refrigerator. Exhausted. Sending a complaint to the service team, does not mean the matter is resolved. Expect your needful support in this matter
Feb 03, 2022
Updated by pkutty Dear Sir,
No action is taken sofar after my complaint. After my complaint, one service member visited the place and he was very arrogant and angry because of our complaint.
With his anger, he said that this fridge is irreparable. A revengeance to the customer. Because, 50 days kept quiet. Then after our complaint, said thai reply as a revenge.
So, I request you to involve me in this matter. If they do not know to repair, please ask them to return the charged amount Rs: 4140.00
Wait for your reply and action.
Regards
Pareedkutty
Mar 22, 2022
Updated by pkutty Dear Sir,
No action is taken sofar after my complaint. After my complaint, one service member visited the place and he was very arrogant and angry because of our complaint.
With his anger, he said that this fridge is irreparable. A revengeance to the customer. Because, 50 days kept quiet. Then after our complaint, said thai reply as a revenge.
So, I request you to involve me in this matter. If they do not know to repair, please ask them to return the charged amount Rs: 4140.00
Wait for your reply and action.
Regards
Pareedkutty
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