Samsung India — samsung refrigerator - got a damaged leg, pathetic customer service, no follow up, rude behavior, sharing wrong information

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I have bought a samsung 275l 3 star frost free refrigerator from amazon (Order no[protected] and got it delivered on 29th august 2018, waited for 2 days no installation engineer came for the installation. After making multiple phone calls an engineer came and did the installation. I was told not to open the parcel and to wait for the engineer and i did the same. While installation we found that the right of the refrigerator is bent. We asked the engineer (Dakshnamoorthy) what to do and can samsung repair it? We were told we book another technician by calling samsung again he will come and can fix the leg. I called samsung again and shared the concern and the next day a samsung technician came to our house. He took the picture of the leg and said will come back with the leg because they have to replace the leg. After that, on 5th september i get a text s, saying “your service order [protected] has been cancelled due to repair refusal”. I called the technical (Sethuraman) again and said why did you cancel my complaint. He was unable to communicate in english and said his manager will call me, i waited for his call and got no call from his manager. I called samsung the next day and shared my concern, they said we are again booking a technician for you. Again i got a text saying the service engineer (Sethuram) has been assigned to me. I waited the entire day for the for sethuram but he didn’t come. And i get a text again that says your sr no: [protected] is pending for your confirmation. I called sethuram that when are you coming and what to confirm? He said i have to pay rs.900 for the leg. I was shocked, the damage was found by the installation engineer we haven't even opened the cardboard the why we have to pay for the leg. On 8th september i called samsung again after getting a text that said sr no: [protected] has been cancelled due to estimate not approved. I had a work with an executive named shant kumar that why is samsung charging me for the leg? He clearly told me that i don’t have to pay and the technician doesn’t know that’s why he is telling you to pay, because you have bought the product from amazon please share the sr no and amazon will pay samsung. I called amazon and shared the same and they said okay. The executive also shared that because the leg is not in the warehouse please wait for 4 days and the technician will visit your place and will replace it. I waited for 4 days nobody came and got no call. On 11th september i received another text that says sr no: [protected] has been cancelled. I called samsung again and had a word with an executive named aslam, he said he is booking another technician for me. I wanted again the next day and nobody came. I escalated the matter and wanted to talk to some supervisor. On 12th september i got a call from sachin from samsung head office and said there is a miscommunication going on we will do a conference call with the warehouse. I was there on the call and came to know that they haven't even ordered the leg and going on cancelling my complaint without even taking my permission just because i said i won't pay for the leg. I said no for the payment as a samsung executive told me i don’t have to pay and amazon has to pay and whatever was told to me i have done everything. Sachin said not to worry and he will give me a better resolution. I got no call from sachin after that and on 14th someone again called me and said the case is pending because you refused to pay. I said please tell sachin to call me back because he knows the entire scenario and he said he will follow up with the case. Till 17th september i waited for sachin’s call and have called multiple time on the no that he had shared with me ([protected] ext no: 9902) but nobody answers my call. I called samsung on 17th september that what is happening and where is sachin. The executives (Vishnupriya) kept me in line for 15 mints and said we have escalated the matter and you will get a callback. On asking who will call me she had no answer i asked will your supervisor call me she said no. I said that them whose call will i wait for? Is he/she a senior person? What is the designation? She said i don’t know! I mean really? A person working there has no clue what is going on. On 17th september i get a call from a person called ankit, absolutely rude have no clue about my problem and said you said no for the payment. I said i want to talk to sachin please tell him to call me and he said sachin is my colleague and he had a clear conversation with you and you refuse to pay. My question is why will i pay??? As a samsung executive told me i don’t have to pay. He was not ready to listen to me. He says i am changing my sentence and i should have followed up with amazon. I said why will i have to follow up when i was told just to share the sr no and samsung will settle the matter with amazon. I said i have to go to consumer forum and he said yes you can go ahead. Ankit is rude and no knowledge about the problem and what i have gone through and how frustrated i was. An absolute pathetic experience from a company like samsung. I got a damaged part, had to go through all these situations, was told that i don’t have to pay and now what i am getting is samsung so-called senior people’s rude attitude and no help.