Samsung — Non-redressal of repair complaint for Samsung Split AC for 18 days

Address:	Mumbai City, Maharashtra
Website:	www.samsung.com/in/home

Reference Number [protected] It is with great anguish, despair and disgust that I write this to highlight complete apathy on my complaint filed with your Customer Care 18 days back on non-functioning of my Samsung digital inverter 1 ton Split AC. The unit was refused to be dismantled initially by your Service Centre citing "safety concerns" since I reside on the 3rd floor..!! Ridiculous as it sounds, they refused to utilize safety harness to execute this and delayed for a week. Ultimately I have uninstalled this at my cost since your service centre was totally non co-operative. Now the indoor and outdoor unit is lying at your service centre - Sai Enterprises, Goregaon West, Mumbai for the last 8 days with no revert or closure from them. Any amount of follow ups with your Customer Care and the Service Centre has yielded no positive results. I wish to know - is there nobody in authority and responsibility who overlooks customer grievances and addresses them with due diligence? Do you have a sincere and functioning customer redressal service policy wherein you help customers or is all this just a farce to display customer service?? Your call centre offers courteous and assuring responses but has no closure. Your Service Centre is run by a bunch of thugs who speak rudely and put forth flimsy reason for not being able to resolve issues and thereafter fleece money for parts which are under warranty! Its 18 days since I had initiated by complaint for Reference Number [protected] and my AC is not yet repaired. Why does your service centre harass customers and not help them? Why doesn't the call centre offer escalation points & coordinates when issues are not resolved? Why does a customer have to keep pursuing for days together just to have a Samsung appliance repaired? I demand an immediate redressal of my issue with no further delay and expect the company to have my AC repaired, installed and me reimbursed for the expense I incurred in un-installing the AC which should have been done by the Samsung Service Centre. I expect strict action to be taking against the erring service centre people who have caused me undue agony and loss in this entire episode. I expect Samsung to take cognizance of this case and have an immediate and diligent closure to this case.