[Resolved]  Samsung India — faulty product which is causing maintenance ever since it is purchased.

Address:

Pune, Maharashtra, 411048

Dear sir/ madam,
We are regular buyer of samsung products especially when it comes to washing machine and refrigerator and has never faced any issues in the past for the same and it’s been years that we are using samsung products.
Trusting the name we again bought samsung side by side refrigerator in may 2014 assuming it to be the best available product in the market from vijay sales pune. Since we purchased it we have been facing cooling issues as compared to our refrigerator which was samsung itself (Double door). But we didn’t bother to raise a complaint as we were happy with the appreciation we received from our guests for it to be the best in class. Gradually the cooling kept reducing and after one year we complained about it to the call centre who asked us to adjust temperature manually and we did and assumed it to be working well then which wasn’t the case.
Again after couple of months we raised a complaint in june 2017 then an engineer visited and inspected it for the gas issue and other day two technicians came who were not experienced at all and tried refilling gas which didn’t solve the issue at all they said the cooling might take place till tomorrow and to have patience which we did. The other day again we made a complaint as now the refrigerator was throwing warm air after opening the fridge. The same technicians came and were constantly over the phone with someone afking for what should be done next (They were not even knowing how to deal with the mechanism). Still we waited and watched patiently. Again sitting at our home for whole day the purpose wasn’t solved by them while leaving in the evening they said they will send engineer again tomorrow for checking the issue. On fourth day again an engineer visited and after checking he said it wasn’t a gas issue but something else and late sent other technician who resolved the issue (Temporary) and we paid almost 6000 rupees to engineer and technician for issue resolution. But the cooling issue remained same as we always observed that the meat kept in the freezer was never frozen inspite of it been kept in freezer for 4 days also the ice was melted always and we never got hard ice formed in the freezer although it was kept for weeks inside. But due to our busy life we didn’t have time for follow up with the company which might be our fault.
Now again this is causing major warm issue after the so called paid servicing for over two months and we are not using the freezer section at all only the fridge one which is showing 7degrees but is not that much too.
It’s been over 8 days of my complaint raised but no resolution over the same. Just engineers visited and made no follow ups. I received a call from the head office that they will look into the matter till it get resolved but sad that even they didn’t follow to take the matter seriously.
I believe it to be a manufacturing defect and request for the replacement as the refrigerator is meant for it’s cooling which has never took place appropriately since purchase.
Please do the needful as inconvenience is caused slso after purchasing best in class product.
Thanking you in anticipation.

Regards,
Eram shaha.
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