[Resolved]  Samsung India — refrigerator issue - not addressed

Address:

Mumbai City, Maharashtra, 400099

Team,

While i have discussed my issue over the call with dealer and samsung multiple times, still there is no clarity on status of my request. Hence, i would like to bring together everyone on this email to sort out difference of opinion amongst your update and get some clarity for myself.

Within a weeks time my refrigerator has stopped working (Model # on bill rr20m172zu2/hl.

1) dealer wants me to deal directly with samsung as they are not authorized to call samsung direclty (Basis my conversation to manager of sanjay sales).

2) while engineer visit my house, he identifies a part needs to be changed. When i make a request to replace my fridge as its just a week old fridge and so sooner the part has to be changed, i am asked to deal with dealer.

3) i call dealer and dealer suggest samsung will not replace this as its not a tv. Upon multiple requests i am told they are in conversation with samsung for getting this replaced but it will take 15 days but confirmation will be given to me on this.

4) while i spoke to samsung customer service, i am told replacement request has to be mailed from dealers end directly to samsung with in 15 days of purchase. When i carry this conversation with dealer i am told there is no such protocol. Can someone clarify what is the protocol? Everyone is on different page.

5) now, i received call from engineer who visited my house yesterday, he says part is available and we can repair now. When i updated him that i am in conversation with samsung for getting the fridge replaced, the question was did you speak to dealer? While every time i am directed to dealer for replacement, dealer has an different update. Once again, no one knows the correct protocol completely.

6) i have called samsung multiple times now, every time i am told we have escalated your issue to senior escalation team and you should receive call back. Who is this senior team? Not even once i have received a call. Every time i have to call for any status.

Whatsoever, i want my faulty fridge to be replaced on priority as its just a week old and part needs to be changed.

Looking for a response.

Regards,
Uday