Samsung India — damaged washing machine received

Address:

400101

I had purchased a washing machine online on 9th sept vide order no. [protected] it was delivered on 16th sept.

On 17th the service/ installation technician removed the packing to only find that it had 4 dents. I decided to not accept the machine. The next day i shared the photographs of the damage as requested and the following day i shared the photos of the washing machine re-packed. After not receiving proper response and clear direction i decided to go for a refund.

Since then i have been following up by e-mails and by phone calls. See complete e-mail chain below. Several service requests/ orders have been raised since then however none closed to satisfaction.

Also, i got a confirmation last week on 20th sept. That a reverse pick up will be arranged and once this happens a refund will be initiated. See attached e-mail correspondence with samsung saurabh rai. Its 9 days since then and i haven't received any phone call or further info. On when the reverse pick up will be arranged. I have tried to follow-up with him and send reminders to him however he has been blatantly ignoring or choosing not to respond.

Every time, i send an e-mail to the support team i get the same response from the support team that "your query has been forwarded to concerned department and that you will get a call back in 24-248 hours" and this really never has happened.

The damaged machine has been occupying space in my flat for no reason and i am haplessly calling and writing e-mails for the damaged machine to be picked up without any luck.