[Resolved]  Samsung India — refrigerator - shoddy service and customer support

Address:

Chandigarh, Punjab, 160022

I had lodged a complaint iro my samsung refrigerator, purchased by me on 26.12.14, at a cost of rs.65000.00, at your toll free number vide service request number - [protected]. The problem was that the refrigerator had stopped cooling completely. Your service technician mr ashok (Contact no. [protected]) made a visit to attend to the complaint on 21st oct’17. He informed us that a certain part had become faulty and would need to be replaced. He took some snaps of the faulty part and sent them to his superior for assessment. Al the time of leaving, he informed us that some sensor had gone faulty and if it was available in the stock, it would be replaced otherwise the fridge would be declared as irreparable.
After a few days, on 26.10.17, i received a call from your representative (Tel. No.[protected]), informing me that the refrigerator was no longer repairable, since the necessary part could not be replaced. He further said that the value of the refrigerator had been reduced to rs.36000.00 and the same would be refunded to us. I told him that the refrigerator was fairly new, since it had been purchased less than 3 years back, that too at a rather high price of rs. 65000.00. I was shocked that such an expensive product of samsung, a supposedly international brand, could be so flimsy that it would breakdown completely within a short span of 3 years. I was even more shocked at the value he had placed on the product. I therefore asked him how such an expensive refrigerator would reduce to the value of zero in matter of 5 years. He simply replied that this was the company policy and had nothing to add to this.
I said that i was in no way satisfied by the manner in which my service complaint was being attended to and that i would like to receive a mail informing me the complete details of the part that was no longer repairable and how the value of such an expensive refrigerator had been arbitrarily reduced to a paltry amount of rs.36000. He said that he would revert to me shortly.
I, then, received a call from him on 27.10.17. This time i got to hear something which was even more ridiculous. He informed me that no written communication can be sent in this regard and these matters can be disposed off only through verbal communication. I said i am dealing with a company which is said to have a high standing in the world of home appliances and also happens to be an international company, how on earth can it refuse to communicate with its customers. He simply retorted that this was the only offer he could make and i would have to send my documents to him to process the refund.
I then said that i would like to communicate directly with the company and asked him to provide me the email id where i could do so. He refused point blank to give me the same.
I am deeply pained at this high handed, inappropriate and distressing treatment that has been meted out to me by your personnel. Not only is it a reflection on the abysmal level of servicing being provided by samsung to its customers, but is also a sad commentary on the quality of products being sold by you.
I wish to state that i am in no way willing to accept such a shoddy handling of the complaint. I am writing to you in the expectation that my grievance is redressed in a manner befitting the name and reputation that samsung claims to hold in the market today.