[Resolved] Samsung India — malfunctioning samsung refrigerator model code rt47k6358sl/tl, bearing serial number 0dmm4dbj200317b

[Resolved] Samsung India — malfunctioning samsung refrigerator model code rt47k6358sl/tl, bearing serial number 0dmm4dbj200317b

A Abhishek kumar10 from Mumbai, Maharashtra

Hi, I had bought a Samsung refrigerator model code RT47K6358SL/TL, bearing serial number 0DMM4DBJ200317B on 12 April’17. Within 2/3 months of buying a new Samsung fridge, the product underperformed twice which impacted me and my family for almost 5/6 days . This involved, we having to clean the fridge twice, as it failed while we were travelling . After we came back, the stuff kept in the fridge were all rotting & twice I have had to take leave from my office . This included spoilt medicines which are to be necessarily kept in fridge . When escalated, the Samsung technician replaced the main panel which has fan inside. When escalated to Samsung asking them to replace, their representative(Vikas Kumar, Senior Executive, Customer Experience, Samsung India Electronics Pvt. Ltd, vikas.[protected]@partner.samsung.com instead offered me 5 months additional warranty . Samsung shied away from giving me undertaking that during the remaining term of the warranty, there wont be ANY more technical failures ? In the proposed solution, Samsung didn’t address as to how they would trying compensating me for the mental agony which myself & my family went through, the leaves which I have had to take to clean the fridge & have it repaired, the chaos prevailing as we have had to house the fridge contents of daily usage (including my parents medicines) at my neighbour’s place . On 30 June’18 again I wrote mail to Vikas Kumar highlighting that for the last 2 days the lower section of the said fridge hasn't been cooling well. I had to keep the temp at 1degree .Have been observing that like earlier instance, again a lot of precipitation is being observed . In my mail I did also mention that while I called the Samsung customer service yesterday, was perplexed, when told that the warranty/ guarantee has already expired in April'18, despite your earlier mail confirmation that you have extended the warranty by another 5 months . On 1st July’18 the Samsung service engineer did come but he maintained that the fridge is working fine and during monsoon time, condensation happens and that’s not a product problem( I need Samsung team to confirm, as I am sure it's untrue ) .I immediately dropped email again to Vikas attaching picture of condensation/ precipitation, mentioning that despite setting the temp at 1degrees, the inside temp was certainly in excess of 10 degrees and there were many water droplets inside the fridge then . Suggest the Samsung team swings into action immediately, before food in my fridge again rots. Thanks Abhishek Kumar [protected] Was this information helpful? No (0) Yes (0)
Aug 13, 2018 Complaint marked as Resolved Samsung India customer support has been notified about the posted complaint. Verified Support Jul 07, 2018 Samsung India Customer Care's response Dear Customer, Greetings from Samsung. With the reference of your feedback regarding Samsung product, we sincerely regret the inconvenience caused to you. We wish to inform you that your complaint is acknowledged and our customer service team would contact you shortly for providing resolution to your complaint. Thanking and assuring you our best services always. Best Regards, Samsung India Electronics Pvt Ltd Jul 16, 2018 Updated by Abhishek kumar10 Hi, On Saturday ( 14th July) your service engineer Mr .Ashish Aravendekar inspected the fridge. Attached are the pics, which were taken while he opened the panel. The panel had thick ice inside, which was leading to uneven cooling inside the fridge( in the earlier visit by your service Engg, he had maintained that the fridge was fine and condensation during monsoon is perfectly OK). Its took 2 hrs for inspection. The entire process led to us having to clean the fridge and the kitchen, as it water was all over the place. Needless to say that this is probably the 7th or 8th time that we have had such bad experience(water inside the fridge, rotting/ smelling food, wasted time…….), in the last 1 yrs of having bought the fridge. I fail to understand as to why should I continue with this faulty fridge? Will simply repairing from your side, undo the multiple BAD experience(read mental agony and harassment) which myself and my family going through? The solution meted out to me highlights the apathy which the Samsung team/ brand has demonstrated towards my continued problem with the faulty fridge. I demand IMMEDIATE replacement of the faulty fridge with a new one, else I will be forced to look for redressal from applicable consumer court. Thanks Abhishek Kumar [protected] Jul 19, 2018 Updated by Abhishek kumar10 Hi, 4 days have gone by (post the visit by Samsung Service Engineer’s visit) and there no sight of resolution still. No one from Samsung has called me yet. 14/July/2018- The visiting Samsung Technician(Mr .Ashish Aravendekar) had informed me that the sensor was malfunctioning and they will have to place order for it 17 & 18th July.18- Twice I called the Samsung’s complaint IVR and was informed that the matter was being internally taken up 19th July, 18- Speak to Umang Upadhyay, Sr. Executive, Customer Satisfaction & he informed that the fridge was not covered under “warranty”. This came as a shock as in the previous mail dated 11th July’17, Vikas Kumar, Senior Executive, Customer Experience, had mentioned - Keeping customer satisfaction in mind we are proposing you 5 Months warranty extension along with repair services. The above stated sequence of events raises serious concerns on the intent of Samsung team: - How the hell a simple consumer is to understand that despite 5 months warranty being proposed, the warranty hasn’t been affected? - If atall the fridge was outside the warranty, then since I have raised the issue with Samsung over email (since 30th June, 18), why didn’t ever the Samsung team inform me of it formally? They instead sent their Senior technician on 14th July’18(Mr .Ashish Aravendekar, a Samsung employee) While Samsung is trying its best to wriggle out of it’s commitment, myself and my family continue to go through hell, as every 3rd/4th day the cooling drops, water accumulates inside the fridge and the eatables start rotting. I request Samsung to have either replace the fridge immediately or repair the fridge, till they replace it with a new one. Thanks Abhishek Kumar [protected]
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