[Resolved]  Samsung India — repair/replacement refuse although the damaged part is under 120 months warranty

Address:	New Delhi, Delhi, 110085
Website:	www.samsung.com/in

I had purchased a Samsung Microwave Oven CE76JD-CR on[protected] from M/S. Sargam Electronics, 498, Kohat Enclave, Pitampura, Delhi 110034, India vide their Invoice no. SPP-021852 dated[protected].

On[protected], I registered a complaint with their service center with Compliant No.[protected] regarding sparking in my aforesaid Microwave Oven. Their technician visited my house on[protected] and he told me that Ceramic Coating of my said Microwave Oven is damaged but the same is not repairable at his end therefore he will submit his report to his concerned seniors and they will call me later regarding the same. On[protected], I received a call from their executive and he told me that since it is not possible to repair the faulty part at my home, I would be getting the cheque of the amount left after deducting 22% depreciation on my original bill amount. He asked to give a copy of bill, my crossed cheque and a copy of my Aadhar card and also assured me that I would received the amount within 10 days after collection of documents. On[protected], their representative collected the papers from my house. Here you should also note the fact that on the back side of the photocopy of my purchase bill which I gave to their representative, I have clearly mentioned the amount after deducting 22%, of which I was supposed to receive cheque/Bank transfer of. On[protected], I again received a call from their side stating that I would only get Samsung coupons after deducting 44% depreciation. When I told them that I was assured of deducting 22% only as depreciation and balance by a cheque, he told me that it was a mistake and neither cheque nor 22% is possible.

After being this much distressed, I checked the Warranty Card of my Microwave Oven (which was issued by them at the time of its purchase), I found that Ceramic Coating of the same is under 120 months warranty from its date of purchase. I repeatedly requested their customer care representatives on[protected],[protected],[protected] and on[protected] and requested them to repair or replace the product immediately as the damaged part is under 120 months warranty given by you but their customer care representatives kept on fooling me in the name of a call from senior representative within next 48 hours, which I never got. I made a final call to their customer care on[protected] asking them to know the current status of my complaint and they told me that my complaint has been already cancelled. I was surprised to know that my complaint for a part which is under 120 months warranty was cancelled without even calling me. This time also, their customer care representative accepted that my issue and claim is genuine and he also assured me that he is referring the matter to the concerned department head and this time, I will be getting a call in the next 48 hours surely with proper resolution. He also gave me a new complaint number [protected] but as expected, no one has called me till now from your side. This is how an international company like Samsung works. It has been more than two months of a complaint about a part which is under 120 months warranty. A customer like me chooses Samsung over others looking at the reputation it has. But with this kind of behavior that too wont last long.

Since the damaged part (Ceramic Coating) of my Microwave Oven is under 120 months warranty given by the manufacturer, my Microwave Oven should be either repaired or be replaced.

Thanks,
Jitendra Kumar Sethia
E-181, 1st Floor, Prashant Vihar, Rohini,
Delhi - 110085
INDIA