[Resolved]  Samsung India — samsung 1ton inverter ac

Address:

Pune, Maharashtra, 411027

Dear sir/madam,
This is in reference to the samsung 1 ton air conditioner model number – ar12mv3hewk which i purchased from shree rajendra departmental stores pune on 17th march 2017. The day the air-conditioner was installed it was in the working condition and your customer service person demonstrated well. After one week it started giving trouble. The room was not at all cool even though we tried to increase the temperature.
So i called the customer care to register a complaint on 1st of april 2017 after which an engineer’s visit was scheduled for the resolution of the problem. The engineer just cleaned the outer and inner unit and said the work is done and the problem is solved. I was not convinced with him still he said use it for a week and let us know.
On 1st of may 2017 i registered another complaint for the same problem on samsung’s customer care number and similar process followed after the complaint, but this time i requested them to check and show me the room temperature on the thermometer, this time 2 people visited my office, on requesting temperature check he started giving vague reasons like as we are now 3-4 people in the room so it is unable to maintain the temperature. And they left my office saying that the work which was scheduled for them was complete and there is no problem with the ac and i was requesting them for resolution of the problem but they left and said i should talk with their manager. I was not able to understand what action has to be taken now.
I stopped using the ac since then and later thought of giving the ac back to the shopkeeper from whom i bought it as i didn’t want this headache always during my work. The ac even if kept on for the entire day doesn’t maintain the temperature of my office, it works like a dessert cooler which gives far better cooling than this samsung ac.
Again after getting frustrated by the problems of this ac i registered a complaint on 3rd october 2017 and also the ac had started making noise while functioning which also i mentioned in the complaint. I was ready for the same drama this time but this time while talking with the customer service executive i had requested for a senior engineer’s visit to my office. I had a conversation of about 20 minutes with the senior personnel on the phone on customer service number just to send a senior engineer to diagnose the problem and give me a permanent solution for the same but all in vain. And to my surprise the same engineer who had visited the last time came to my office with the same old drama but this time he was carrying an id card of a senior engineer along with him.
Now sir i’m in such a frustration that i need just a permanent solution to this problem from anybody possible and on 24th november i had a lodge a complaint again as the swinger fan stopped working and the cooling was inappropriate. The same engineers came to my office again. But this time i had video recordings of the swinger fan not working and i showed it to them they saw it and say those videos are of no use i can see the fan is working means it’s working. So i told them it happens intermittently but they were reluctant and not ready to listen. And left the office saying the job was done.

Now in month of march 2018 i had a new complaint raised for the same problem, they came for a visit checked everything and they had excuses as follows:
1) blower speed is low.
2) fan is not working efficiently.
3) need to change the pcb.
4) need to change the motor.
5) still if the problem persists we need to change the compressor.
6) need to check the condenser.

I was unable to understand why these people were not able to diagnose these problems when the air conditioner was in warranty period. It looks like they were waiting for the warranty period to get over and then diagnose so that their visits and repair work become chargeable. As soon as i received a call after registering a complaint their first sentence was “this visit would be chargeable”. It was then i noticed what their plan was by not diagnosing these problems before. The recent visit from an engineer from your service centre was appropriate as he checked the ac thoroughly and specified a defect in the product. He assured me that it will be repaired in two days’ time. Well i am writing to complaint that i am not interested in getting my product repaired rather since it is a defective piece i demand a new working piece in replacement. I believe you will look in to the matter and help me get another new piece. I am really disappointed the way everything was handled. First the technician doesn’t turn up on the specified date and when i call your repair centre nobody seems to understand the problem. It’s been almost a year and i am not able to use the air conditioner.
I need reolution to the following problems asap
1) no cooling.
2) water drops from internal unit.
3) noise while operation
4) odour while operation.
I hope you will take the necessary action for the same.
Waiting for your early reply.
Yours sincerely,
Kunal ashok janrao