Samsung India — refrigerator - manufacturing defect hidden through wrong / improper service team.

Address:

F3 Sai Nandana Apartments, 9th Street, Venkatesapuram, Vandalur, Chennai 600048, 600048

Dear sir,
I have bought samsung double door refrigerator from shahs - chrompet chennai division on january 2018. Within 2 months the fridge had an issue of bottom portion not getting cold and only freezer is working.
1st visit in april 2018 by samsung team:
Technician came and fixed stating that it is just fridge ice choke + cooling fan struck they checked and went back doing some minor cleaning and said it will work. It was working for 2-3 months.
2nd visit in july / august 2018
Again the same issue poped out and the same process followed, the techinician came in stated that the cooling fan is the issue i will clean and fix it. If it repeats we will change the cooling fan.
3rd visit in november 2018:
The same issue, same team called of and the person came and changed the cooling fan and went off.
April 2019:
Same issue coped out, customer care team suggested to keep the fridge off for 24 hours and then you try. We kept the fridge off for 48 hours and it worked.
June 2019:
Same issue, we put off the fridge for 2 days and it started working.
August 2019:
This time also the same issue popped out and it has been an embarrassment that the fridge is not working for more than 3 days. This time a new technician from the same team came and started saying that the pcb card is not working it will cost around rs. 8000/-. I asked him what is the reason all along your technical team were suggesting that it is a matter of cooling fan now all of the sudden after 18 months after completion of guarantee period you are highlighting the issue of pcb. I believe it is a manufacturing defect or a faulty service done by your team to skip the warranty period. Immediately he started accusing us that you have not put stabilizer that is why it has gone. Your power supply is fluctuating.

Now this fridge is being sold with an ads in tv stating this as an inverter fridge which doesnt need any stabilizer. Also the same has been conveyed by their installation team and the sales representatives at shahs chrompet.
Moreover we have a stabiliser which was used in the earlier fridge which was removed by samsung fridge installation team during demo.

Now i have been escalting this issue through call centers, samsung service head, ceo email, ceo desk, etc etc.in samsung. Everytime i get a call from some call center numbers and everyone is saying that we are working on it and no one is interested in answering my questions.

Fradulent activities happened since august 2019.
1. I have raised a service request to fix the issue - s[protected] and got a confirmation in mobile. After i started discussing above facts loudly they cancelled my request themselves stating that i have not accepted the estimate and created a new request themselves like attending a new query with a new number - s[protected] which was the first step to cover up things. 1st day person who attended my service is mr. Jothi - [protected] (Who suggested the pcb repair estimate of 8000/-) second person who is attending the manipulated service is mr. Ganesh - [protected] (Who was repeatedly attending the service that there is no issue in pcb) it is only a matter of cooling fan and its wire connection issue. Branch manager (Prakash) - who is not at all attending my calls repeatedly till now - [protected] (According to me he is covering up the whole story)

I was very much annoyed and called the samsung ceo team through them i get in touch with mr. Suresh (National service head for chennai region) samsung who inline attended a conference all with mr. Prabhu who is leading the prakash team. I have explained the situation so clearly and they dont have answers and they are saying that they will send one samsung senior technician to attend the same.
Now the call is being passed on to someone called mr. Kavin or kevin who has arranged a technician visit on monday (09/09/2019). The technician came to our home and confirmed that it is a pcb issue. However i will submit my report to samsung only. Now the manufacturing defect is proven and the samsung team is not taking any steps since then to respond me.

All my mails and calls are being put on hold or only responded by auto response team. I am fed up with their service.

My only request to them was give me a one year guarantee on whatever service you do. That's all as i am already tired of facing my mother and wife with lot of problems and help from flatmates to keep vegetables etc etc.

I was a happy customer of whirlpool for 10 years changed to samsung this was a painful 18months.

My simple request is either they can change the fridge and replace me new one or they should completely service the fridge with pcb, fan whatever etc. And give me full warranty for 2 years. I have lost my patience and tired of complaining.

Rest i leave it to the consumer court forum to decide what will be my compensation / judgement towards this case. I am ready to accept.