[Resolved]  Samsung India — refrigerator - performance & poor service

Address:

Alwar, Rajasthan, 301019

I purchased a samsung refrigerator (Model no. Rt42k5068gl/tl) from your local dealer (Bhiwadi-rajasthan) m/s kushagra electronics in the month of july 2017 and it was working fine till last december 2018. I want to narrate how your service department messes up with the product and try to convince the customer.
1) first complaint was launched on 23rd of december 2018 and problem faced was excessive cooling and icing in the fridge and the call was attended by one of the service personnel after many followups. Mr. Karan, the so called service engineer told us that the pcb of this unit is faulty and it needs to be replaced. After 3-4 days, he replaced the pcb and charged us around rs. 2700.00 for the same and took the faulty pcb along with him stating that it will be sent to jaipur and scrapped. As per him, the unit is ok now and will work fine, but from the same day its cooling in lower chamber was not effective.
2) we called mr. Karan again and in his next visit he said that the sensor of this unit is faulty and he replaced that too. The problem was not resolved either and we continue to follow up with him for next 6 days.
3) on his next visit, he just checked the unit and said that the coils are jammed and needs to be cleaned. He cleaned them but the problem was as it is.
4) we launched a complaint again to service center and it was said to us that the gas is insufficient and needs to be replaced, we urged that this person is not able to diagnose the problem and send some expert for it. It was promised to us but same person continue to do r & d on our unit.
5) after continuous followups, he and one more mr. Pawan came and cut down all the coils of the units and filled the gas stating that the problem is resolved now. But the performance never improved, rather deteriorated. After that there was continuous visits by same people as per their discretion with out any solution.
I would like to state some key points here:
1) your service engineers spoiled my unit and now they also dont know what is to be done. Now they are asking me to let them take the unit to their lab so that they can do brush-up whatever mess they have created.
2) mr. Harkesh who is service incharge of this area is trying to hide the facts that the mistake has been done by their service team and forcing us to send the unit to lab. Once he committed to me that a mistake has happened and they have installed wrong version of pcb and trying to diagnose the problem
3) this unit was working absolutely fine till the time it was touched by service engineer and there was a simple problem of icing. They have messed up the whole unit and now trying to hide by harassing us.
4) in none of the circumstances, this unit will be sent to lab and i want this problem to be resolves as soon as possible because we have suffered a lot since last 1.2 months and your people have messed up our hard earned money.

5) note that i am writing this to you and seek a positive reply on this matter and if i don't get it as soon as possible, i will file a suit in consumer forum and will contact your higher authorities.

Looking forward for your positive response