[Resolved]  Samsung India — Less cooling in bottom portion of refrigerator

Address:

Ghaziabad, Uttar Pradesh, 201001

We have purchased a refrigerator model rt42k5068gl having serial no.0dck4dah300071a from city electronics (Samsung plaza) 85, navyug market, near pnb, ghaziabad up 201001, mobile [protected] on dated 17.04.2016. The refrigerator was installed after 3-4 days. After installation it was felt that the refrigerator section (I. E. Bottom portion) of the refrigerator is not working properly. Its cooling was less and the vegetables were getting spoiled even after keeping the cooling knob at maximum position i. E. Position 5. The same was intimated to the above shop owner after a week. They informed that the engineer will visit but despite of repeated chasing the engineer didn't turn up even after the elapse of one week. Finally the shop informed us to lodge our complaints in the toll free no.[protected] of samsung complaints.

On making complaints to the tool free no. (Reference no. [protected], [protected]), it was suggested that for efficient cooling of the bottom section, the knob of the freezer section to be kept at optimum position and the knob in the bottom section is to set at maximum position (I. E. 5) then only the bottom portion i. E. Refrigerator section of the refrigerator will work efficiently. I have informed them that this was not informed by the shop when we were purchasing the refrigerator. Rather it was told that it is twin cooling system i. E. Cooling of both freezer section and refrigerator section (Bottom portion) are independent of each other as the refrigerator is fully convertible. However we followed the advise but cooling was not improved.

On further making complaints about non improvement in the cooling to tool free no. (Service request [protected]) an engineer named amir having mobile no. [protected] was deputed on 17th april. He visited our residence and was not able to resolve the issue though he agreed to the fact that the cooling was less. He left stating that some other senior person will have to visit. When no body visited next day again a complaint was lodged to tool free no. (Ref [protected]) and mr wasim of mobile no.[protected] visited. He measured the temperature of both the sections i. E freezer and bottom portion of the refrigerator. The measured temperature were -6.5 degree c in freezer section and 13.5 degree c after elapse of 25 minutes. Mr wasim admitted that there is less cooling and he started to open the cabinet in the bottom portion. I have stopped him from opening and stating that i will not allow any repair in newly bought such an expensive refrigerator from a reputed company samsung. He also left without any commitment.

No body turned up further then we visited the shop from where we purchased the refrigerator. There it was told by the owner of the shop that there might be the issue the extra thermocol in the duct of freeze or some parts of the refrigerator. It will be rectified after replacing the same. We have told him that in a new expensive refrigerator of a reputed company how the refrigerator can become defective. It this particular freeze has problem right from the installation then better it should be replaced. Otherwise the refrigerator will fail again and when the warranty period of one year will be over then nothing will done further in the refrigerator by the company stating that the warranty is over now. The shop owner assured that let again the senior most engineer to visit again, you need not to be replace any part if the engineer will confirm that there is a problem then the refrigerator will be replaced.

After 2 days the mr wasim with another person (So called senior most engineer of samsung, name not known, having mobile no. [protected]} visited our house to check the refrigerator where in during checking it was found that the top freezer portion is working fine and temperature of about -8 deg c was achieved in 10 minutes but in the bottom portion (I. E. Refrigerator section) the cooling temperature was around 13 deg c even after the elapse of 25 minutes. It was informed by them that the temperature of the bottom portion should be in between 3 to 5 deg c. One further observation i found that the moment door of bottom portion was opened its temperature jumped to around 18 deg c and the bottom portion was attaining 13 degree after the elapse of 9 minutes. The temperature inside the refrigerator was again measured but the result was the same. It was not getting below 13 deg c even after the elapse of 22-25 minutes.

This was a clear case of less cooling in the bottom portion of the refrigerator. Both mr wasim and the other person told us that they will let us know about the next action plan within 24 hours. However when even elapse of 2 days no response was received, i talked to the both the shop owner and the so called senior most engineer of the samsung. Both of them behaved very rudely and have told that the cooling of the bottom portion is ok, aapko jaha complain karna hai kar dijiye... They have even suggested to lodge the complain to the tool free no. Again. I lodged the complaint again but nothing has happened.

I am feeling totally devastated and feeling helpless that despite of spending good amount of money (Rs 50, 000) to buy an expensive refrigerator from a company of repute, no action is being taken from either the shop owner or the representative of the samsung customer care to take care of my complaints.

I sincerely believe that there is deliberate attempt of the shop owner to harass and misguide the the customer, to delay the reporting of the complaints occurring just after the installation to buy time so that they can say that now the refrigerator is old enough hence cannot be replaced. I also feel that there is canniance in between the shop owner and some of the engineers of the samsung service centre. I also believe that they are deliberately delaying the things so that after some time when the ambient temperature will come down at that time the temperature measurement will be done again and at that time the temperature of the bottom portion might be less than 13 deg c, the value which was achieved 3 days back.

Hence i am making a compliant to you with a hope that justice will be done with me by replacing the refrigerator in which the problem is being experienced right after the installation.

I am attaching the copy of the invoice

Thanking you
Rashmi srivastva