[Resolved]  Samsung India — samsung refrigerator 555 ltr

Address:	New Delhi, Delhi, 110019
Website:	www.samsung.com/in

The cooling problem started on 12th June 2018 morning, wherein i had a chat with your Samsung Service person who suggested me to keep the refrigerator off for 5 to 6 hrs to give some relief to compressor and to have the manual defrost process done.

It hasn't work and during evening hours on 12th June itself I called and booked a complaint at your customer care wherein it was committed to me that the engineer shall be deputed on 13th June 2018 morning at 10.15.

I call customer care at 9.45 AM on 13th June to check whether the same is in order and it was informed that the engineer will be there at 10.30 AM max. Simultaneously I received a call from service centre wherein the service in-charge told me that the service can be given between 12 to 2 PM and not before even after my request and also recommended me to get the same serviced/ repaired from outside in case o[censored]rgency. I was totally unprofessional that a employee of Samsung giving such recommendation and was distasteful to listen such connotation of service in-charge who seems to be not fit to be at such position for a brand of such repute.

Again I called service centre and put a complaint regarding the service incharge and his rude behavior wherein the customer care representative Ms. Shivani told me that they will take the same seriously against him for loose talk and also committed me that a engineer shall be deputed as committed max. by 11 AM.

When no engineer turned up till 12.15 PM I was forced to call customer care one more time to know the status of my call. I was told that the engineer is on the way. I was to go out of station urgently at around 2.30 PM and hence I expected the engineer to be deputed at 10.15 in the morning as per the complaint registered a day before so that engineer should come with gas and fix the issue as prima facie the issue seems to be related to gas leakage only due to which cooling was not happened and the same was hint given by the service representative durinfg chat on 12th June 2018.. I also requested the customer care to depute engineer with gas cylinder and related equipment so that the problem can be solved in one visit before I leave for outstation around 2.30 PM to which they agreed to depute a person with gas cylinder and related equipment only and he has written my this request/ requirement in the complaint with service centre and shared with me.

Engineer came around 2 PM without gas cylinder and checked and diagnosed that the cooling is absent due to gas issue. When asked for that why have you not brought gas with you, he felt sorry and also informed that it was his mistake that he couldn't bring the gas even it was mentioned in the call to bring gas along during service. Is it mean that these service centres are there to mint money so that they only want to collect the service charges during first visit and then to fix the issue later as per their wishes and availability of time, parts and engineers?. He left with a commitment that he will be back with gas in 15 minutes

The other engineer was deputed around 3 PM by the time we got so late to move out. He came and informed us that it is a compressor issue and not only gas issue. We were shocked to know that two engineers from same service centre and company has two different views about the issue. We were confused to whom to trust. He also informed that now the part is not available and shall be available if pay advance deposit of INR 2100 and that too earliest by Sunday i.e. 17th June 2018. I called customer care and reported about that the engineer is demanding advance money without fixing the issue and telling that the part will be available not before Sunday, it was told to me not to pay advance and the part shall be available by Sunday and the problem shall be fixed then.

On Saturday I called to schedule the visit of engineer as committed, it was told to me by the customer care representative, Sunil that the call is already registered and the engineer name " Mudaffir Ali " with contact no. [protected] and [protected] shall be deputed between 2 to 4 PM tomorrow and also assured me that the part is very much now available and the problem will be solved without fail on Sunday between the time slot. He also requested me to call the engineer on Sunday morning to fix up the time with him.

On Sunday Morniong, I called the engineer severally on both the numbers which were either invalid or switched off.

I called customer care again to know the status of my call and the customer care representative put me on hold for several minutes and then informed me that even he has tried and the numbers are not reachable/ switched off. He told me that he is booking a complaint against the service centre and engineer for not providing proper contact no. and also informed me that a person from senior team/ supervisor shall give me a call back on this issue.

I received a call from Sehdev at around 12 noon, who was informed that he is a senior team member who discussed the issue with me in detail for about an hour and filled a written complaint with samsung corporate office with complaint no [protected]. During conversation I was informed that the commitment given by Sunil on Saturday was wrong and hence the engineer was not deputed on Sunday. This was really unprofessional on behalf of Sumsung and case of cheating.

I requested him that as I have suffered a loss of more than INR 4000 against the fruits, vegetable, Ghee, Butted, Milk, Eggs, juices, baby products and spices which got perished during the last 5 days and no service extended so far. Now let the service centre should bear the cost of my service as I have already suffered so much of monetary loss and mental harassment and it no action taken I will be forced to go legal on Monday i.e. 18th June 2018.

Sehdev committed me that I need not to go legal and confirmed that a representative shall be deputed on Sunday itself between 2 to 4 PM to fix the issue and he is also forwarding a request to Samsung sevice head to get the repairs done free of charge due to so much of loss and mental stress born by the customer. He also assured me that the compressor which shall be replaced will be sealed unit which will get open at our house only.

No one came till 4.15 PM on Sunday when I called the customer care again and spoke to Rajshree who transferred the call to his supervisor Sujoy who committed me that he will try to fix the problem on Sunday itself and also requested not to file a legal case on Monday and wait as someone from Samsung corporate service department shall call you and reimburse your all losses also.

On Monday, 18th June 2018, when I was about to serve a legal notice a call came from Ms. Kirti who informed me that she is from Samsung corporate office and senior team member and who assured me not to issue a notice as she will get the problem fixed immediately after checking the availability of engineer and also assured me that the cost of repair shall not be charged or if you pay the same the same shall be refunded. She being a senior representative of Samsung corporate office was not aware that when she was talking to me the service engineer named "Harsh" with contact no [protected] was already deployed and she has no information. The engineer came without sealed compressor unit and started the job. Even after disconnecting the call she has not contacted me to update about the service rendered which she committed me that she will check and call me back with update.

In the whole episode, all the members so called customer care front liner, supervisor and senior team members have failed to extend their service and failed to perform their roles for which Samsung has hired them.

In the mean time I again called at customer care and discussed the issue with customer care executive named Kinshuk who put me on hold for several minutes and after checking with his supervisor assured me that someone is going to call me immediately as he has given written request and told me that you may either tell the engineer to wait to collect the charges till you receive a call. I shared Harsh's no. with him so that they can call him or their service centre but all in ruin. He told me either not to pay the money or if paid the same will be refunded later. As I don't want the engineer to wait further as there was no call from Samsung corporate office, we cleared the dues to Engineer which as per the bill was INR 2100.

Also to note that the engineer after filling up the gas was in so much of hurry that he has no time to check the cooling by staying there for even 5-10 minuted and was so impatient to collect money and flew away. When I reached home at late evening I checked the cooling which seems to be below average as compared to earlier before such issue.

I am having all the audio recordings with me as a proof to the negligence in the whole episode especially the Corporate office people and service centre and can be shared at court as per the request which is sufficient to prove that due to deliberate ignorance of Samsung customer care, Samsung service centre and their senior corporate service department team we have suffered monetarily as well as mentally and also will request the court to give replacement of whole unit of refrigerator which is hardly two years of age and compressor and other related issues have arrived due to poor quality and performance and the premium charges on such item which is not justified as per the cost and quality and no body took care to rectify the issue in 24 hours as per the commitment and service level agreement as informed to me during conversations..

Looking into whole episode and the grievance shared, I once again inform you to refund the charges of Rs. 2100 along with the loss born by us for delay in service as mentioned above to avoid any legal implications and depute the engineer again to visit with such refunds and check the cooling properly and patiently and fix up the issue without any further delay.