[Resolved]  Samsung India — pathetic customer service and lack of proper response

I own a samsung ac at my home. Suddenly it stopped working and we made a complaint to the dealer where we purchased it. It happened to be that the compressor became defective and has to be replaced. Compressor has 5 years warranty and the complaint was made to the dealer 2-3 days before warranty expiry. Samsung took more than 20 days to come back to us and without any proper reason, declining to cover the replacement under warranty. Below is one of the emails that i sent to samsung with sequence of events.

"12 august 2017 - complaint made with bharath electronics & appliances dealer (Erode) that the ac stopped working. The dealer asked for a copy of the bill, which i was not possessing with me on that day. I told them to take up the complaint and would return back with the bill.

13 august 2017 - went back to the dealer with the bill proof. I registered a complaint with bharath electronics and appliances dealership.

16 august 2017 - samsung servicemen visited my house and informed me that the ac compressor is the problem and need to be replaced. Servicemen told that the date of purchase that they have in their record is[protected] and that they would have replaced it for free, if the warranty had expired 2-3 days before. Though i informed that the date of purchase is[protected], they didn't agree to it and left after rs.100+ service charge. This complaint was closed on the same day

19 august 2017 - i sent an email complaint to samsung and after telephonic conversation they mentioned that a service delivery person would reach out to me, which they didn't

22 august 2017 - i sent a follow up email to samsung support as no one contacted me from samsung. This time samsung asked me to reach out to the dealer.

23 august 2017 - i reached out to dealer again and they said they will connect with the samsung servicemen, but no updates after that

31 august 2017 - as there was no response from dealer or samsung, i called samsung toll free number for update. After hearing all the story for about 30 minutes, the customer care person said that they would get back to me in 4 hours, but no one did

2 sep 2017 - as there was no response, i sent another email to samsung about their worst customer service, they called and told me that a customer care executive is looking at my issue.

5 sep 2017 - received a call from the dealer and was informed that the replacement cost would be rs.11000 approx and i believe it was you who called me and said you would not be able to honor the warranty as it is 21 days past the warranty expiry.

Now, here are my questions, i hope you would answer each one of them

1. Do you deny any of the above facts?
2. With so many follow ups, emails and calls since 12 august 2017, who do you think is responsible for a delay of 21 days? Is it not samsung?
3. Who is responsible for thinking[protected] as the purchase date instead of[protected]?
4. Why the service men had to close the complaint on 16-august-2017 without fixing the issue? Is it because of the fact that the replacement had to be done free of cost if the complaint was open?
5. If a product with 5 year warranty breaks down just after 5 years, how do you want me to trust your replacement, which is 1/3rd of the total ac cost?
6. Why should i be paying for a complaint which i placed on time?

I need to talk or email to the next higher authority. Please provide their contact number or email address."