[Resolved]  Samsung India — refrigerator replacement delayed - pathetic customer service

Address:	560016
Website:	www.samsung.com/in

I purchased samsung refrigerator on june 26 from pai electronics whitefield branch. On july 12, i noticed water dripping into the tray which is placed above the vegetable tray, so i called customer care. The engineer krishna came on july 13 and checked it, and said that my fridge model (47t6358 - 465 litres) has problem of ice formation, and a software update will resolve it. He suggested me to keep fridge switched off for 48 hours so he can come on july 17 and update the software. Krishna didn't turn up on july 17 - i followed up with him twice and he said he'll come on july 18 because the device needed to update software is not available. I waited for him on july 18 but he didnt turn up, and upon calling he said he's on leave and called his supervisor nandakishore[protected], who mentioned that company will provide replacement since the fridge is less than one month old. I accepted the suggestion - nandakishore said he'll get new fridge delivered by friday (July 21). Between july 18 to 21 i called nandakishore twice everyday to check status - he kept saying i'll receive fridge by friday. Never did he care to update me on the status - i've called krishna and nandakishore 15-20 times till date. Today is july 21 - i called him again to check when fridge will be delivered. Then he dropped bombshell by saying that pai international doesn't have stock of the fridge. He connected me to his superior raju ([protected]) who asked me to visit dealership for resolution. He said replacement has been approved but same model is not available so need to check other models. I visited dealership, who showed me the updated model (Rt47m623) but said i will need to pay extra money to get replacement. I refused. Now raju says i have 3 options
1. Wait 20 days for either replacement or refund
2. Pay extra money and buy another model
3. Get pcb board changed and see if problem goes away

This is absolutely ridiculous - its been 10 days since i lodged complaint, and four days since i was promised replacement. All false promises. Hopeless service team which doesn"t care one bit about customers.

If samsung knows there is no way of replacing, then why commit replacement without checking inventory?

If samsung cares about its customers, it would have apologized for inconvenience and as a compensation for the same, given the latest version of the refrigerator as replacement without any extra cost being borne by customer.

Clearly, samsung doesn"t seem to care and i will take it to highest levels in samsung. They need to know how customers feel cheated.