Samsung India Electronics Pvt. Ltd. — samsung self repair programme is misleading authorised technician damaged my washing machine, false service record created, no r

I purchased a Samsung 8 kg front-load washing machine (Model WW80T504DAB1TL, Serial No. 050B5PBW500441) in May 2023 for approximately ₹35, 000. The machine worked without fault for two and a half years.

On 31 December 2025, I registered a service request for a drainage problem. Samsung assigned the job to its authorised centre, Maa Swaroop Electric & Refrigeration Repair, Jaisalmer (GSTIN: 08ASRPR7349L2ZM). On 6 January 2026, the drainage pump was replaced. I paid ₹1, 600. The invoice was generated through Samsung's own portal (biz2.samsungcsportal.com).

Immediately after the repair, the machine developed a severe mechanical noise and vibration. The drum began striking the cabinet. I reported this by email on 6 and 7 January 2026. On 8 January 2026, the same technicians returned. They created a PCB problem. They fixed the PCB, but the original noise problem was never fixed. The machine has been unusable since.

Samsung's service system falsely recorded Service Request No. [protected] dated 23 January 2026 as "repaired" and "successfully passed quality checks." No technician visited my home for that request. No repair took place. This is a false entry in Samsung's own system.

Samsung advertises a "Self Repair Programme" on its website, promising genuine spare parts from authorised sellers. On 21 September 2026, I visited the listed centre, BRD Techno Care, Pratap Nagar, Jodhpur, to purchase a genuine shock absorber separately. The centre refused to sell the part and insisted on paid home service. This directly contradicts Samsung's own website and constitutes a misleading advertisement under Section 2(28)(iv) of the Consumer Protection Act, 2019.

I served a 30-page legal notice on Samsung's Legal Team on 28 September 2026 with 15 specific questions. Samsung replied with a template on 29 September 2026, answering none of the questions. I have also filed complaints with the National Consumer Helpline, CCPA, CPGRAMS, Rajasthan State Consumer Helpline, and CPCB. No substantive resolution has been provided.

I am a student. My machine has been unusable for nine months. I request Samsung to replace the machine with a new equivalent model or refund ₹35, 000, plus refund of ₹1, 600 and compensation for mental agony and loss o[censored]se.