[Resolved]  Samsung India — refrigerator - poor service support

Address:

Hyderabad, Telangana, 500015

Dear sir / madam

I, dr. K. Shanthi residing at alwal, secunderabad would like to bring to your kind notice that i have purchased “samsung fridge ff rt2935tnbbl” double door black color frost free fridge @ rs.24, 700/- vide invoice no : bp/1213/cr-3181 dt. 27.05.2012 from tirumala music centre (P) ltd, begumpet, hyderabad with a view of samsung being international brand having good reputation and service backup.

I humbly request you to kindly go through the below text patiently to find a solution for my problem.

My bitter experience with samsung fridge has started from the very first day.

1. After the delivery and installation of the fridge, we have noticed a big dent/fold at the front bottom side of the fridge (Which was a manufacturing defect as the dent was nicely painted) and the same was brought to the notice of the dealer. The dealer took 3 to 4 days for replacing the same with another piece after due inspection for establishing whether it is a mfg. Defect or not. We had no issues with the fridge since then.
2. Recently during july / august-2018 it started giving problems like formation of water droplets in fruits and veg. Compartment and slowly the qty. Started increasing and becoming too cool, because of which the contents started getting spoiled.
3. We have registered a complaint during aug-2018 and your service center and the same was directed to m/2. Anish techno services, tarnaka, hyderabad, but they took more than a week to attend the problem. After checking the fridge by one of the service technician, he informed that a part (Thermostat) needs to be replaced and also indicated that the same is out of stock and took 4 more days to replace it through another service technician by name mr. Sandeep. Finally on 23.08.2018 the part was replaced and told that the knob to rotate the same is not working and said that samsung would not supply the same as neither they manufacture nor procure the knob and that is the fate of proud owner of rs.25 k fridge.
4. After replacing the thermostat i have paid rs.871/- (Rs.517/- for part and rs.354/- for labor) vide their cash receipt no. 9856 dt. 23.08.2018, your service technician mr. Sandeep tried to adjust the temperature using a “nose plier”. As the problem was still persisting, he made a couple of visits and could not solve the problem of formation of water droplets in the entire fridge. He then took the help of a senior service technician and flushed the drain system to verify any clogging exists and informed that the fridge is ok. But the problem still not solved. As i was continuously following up with them, after a couple of weeks they have visited again and raised the height of the front of the fridge by keeping 2 tiles under the fridge stand with an idea of water to drain easily to back side.
5. After this exercise the performance of the fridge has become worst from bad and now ice is being formed in the veg. And fruit compartment and the contents are becoming too chilled. I again contacted m/s. Anish techno services who have attended the problem, but our requests were in vain and they have informed that the service warranty is only for 3 months and no warranty on the replaced part and advised me to log a complaint again with samsung call centre. I was requesting them to depute a service technician to check the problem as the same was not solved ever since the part was replaced and informed that they would charge rs.350/- towards technician visit charges.
6. With all the above explained facts, i came to an understanding that
A. I need to have “nose plier” to rotate the thermostat as knob is not working (As samsung don’t replace knob) and i really don’t have any idea as to what extent and direction the same is to be rotated.
B. Now i really doubt the integrity and service capability of samsung as they have failed in solving a simple problem even after taking 1 month of their sweet time as after replacement of the “thermostat” the problem has worsened as earlier only water droplets used to form before replacement of the thermostat and now it is forming ice in all the trays after replacement.
C. I have never expected such a casual and non technical / professional approach by a market leader like samsung towards solving a small issue.
D. I finally attribute the failure of resolving my fridge problem either
 the spare replaced is a spurious or faulty one or
 due to the incapability / casual approach of your service engineers

Now i request your good selves to kindly advice me how to go about solving the issue at the earliest. I also request you to kindly arrange for replacement of the faulty thermostat supplied and depute a capable service engineer immediately.