| Address: Mumbai City, Maharashtra |
The CMD
Samsung India
This is to bring to your kind attention that there possibly exists an unholy nexus between Samsung Customer Service personnel and local Service centres and this mail comes with the hope that your esteemed Company is unaware of this nexus and will immediately take measures to address this fraud.
On 5th May 2010 late afternoon, my Samsung refrigerator (double door Silver Nano) stopped working and I immediately called up the Samsung Service Centre[protected] to request them to send a technician as soon as possible.
My request was taken and a complaint number BP NO: [protected] was provided to me by the Customer Service. Next day (6th May 2010), I received a call in the morning from one Shakeel (Mobile number: [protected]) who claimed to be an authorized Samsung technician. He said that he would come in the afternoon to look into the problem.
Shakeel came at around 2.30pm and after an inspection of the fridge informed that the Timer had to be replaced. As he had brought spare Timers with him, he replaced the faulty Timer with a new one and charged Rs.3300 (Rupees three thousand three hundred) for the Timer and Rs. 200 (Rupees Two hundred) as Service Charge.
However, when he presented the bill, I saw that it was one of Shivam National Electronic Service (I have attached a scanned copy of the bill with his mail). When I asked him about this, he assured me that it’s from Samsung and Shivam National Electronics Service is a valid and authorized centre of Samsung. In all my trust on the goodwill of Samsung, I paid him the abovementioned amount.
However, on 8th May 2010, Samsung sent another person for site inspection at my house as I had expressed a desire to buy the newest model of Samsung refrigerator at Kohinoor Electronics, Dadar. This model needs to be connected to a water supply and I was told that someone should first do the site inspection to ensure that it can be installed at my house. When we showed him the bill given by Mr. Shakeel, he immediately said that it was a case of fraud and that Samsung always gives an original bill! Also, he said that the Timer costs a maximum of Rs. 309 (Rupees three hundred and nine) and Service charge of Rs. 250 plus tax (Rupees two hundred and fifty plus tax).
I immediately called up Samsung Customer Service and enquired about the reason for sending someone like Shakeel who cannot give original bills and charges so much more than the Company price of Timer!!! Unfortunately and suspiciously, they could not give us any answer and asked us to contact Shivam National Electronics Service. They ignored our protests for help. Despite repeated calls, we were put on hold continuously and no one attended our queries!
I would therefore demand to know:
a) Whether Samsung knowingly indulges in such fraudulent practices and cheats customers?
b) If Samsung is unaware of these malpractices, then are the Customer Service personnel earning on the side and cheating not only the customers but also the goodwill and reputation of the company?
c) How soon will you look into this matter and take appropriate measures against the guilty party/parties?
Knowing the reputation of your company and obvious face-loss that you would suffer knowing how easy it is to play fast and loose with the company’s reputation, I would expect a call with the explanations within two working days with suitable compensation.
Since it’s a clear case of cheating, malpractice and fraud, as a customer, I am absolutely shocked at the way we have been cheated by your personnel. I will also assume that you will immediately take up the matter unless you are a guilty party too. If such be the case, we will have no other option but to approach the Consumer Forum and the electronic media to expose this racket and seek justice.
Regards
Sudeep Das
Mob: 0-[protected]
Email: [protected]@yahoo.com
Aug 13, 2020
Complaint marked as Resolved 
SAMSUNG - Fridge — Cheating
I had purchased a new 280 Ltrs Samsung Fridge fm dealer Vivek&Co on Nov 07 and was delivered a faulty m/c with gas leakage. After persistent f/u it took 20 days for replacement. The replaced fridge was also faulty and again lodged a complaint. After a month they replaced with a new one and again it was a faulty one. This time I was not interested in Samsung and asked the dealer to supply a new make. I got a new one from the dealer after 3 months of fighting. This is just to inform Samsungs poor response to customers compalints and negative tactics of supplying faulity ones again and again as they have no stock of new ones during festive times and supply of faulty fridges.