[Resolved] Samsung — Regarding refusal of repairs in warranty period

Rahul0511

from Navi Mumbai, Maharashtra

Jun 24, 2022

Address:

Navi Mumbai

It is very disappointing that Samsung India is asking me to pay for spares for my washing machine repair within the warranty period. I had purchased Samsung washing machine on[protected] & it’s been just 2 months that i have faced issue of water leakage in washing machine. Upon visit of samsung customer care representative, he said that the rubber gasket has a small cut due to which leakage is happening & the same is not covered under warranty. Even i did not evide this cut in gasket at the time of purchase & if the gasket is cut so early it reflects that the quality of material is inferior. My complaint number registered with samsung is [protected]. I would like to inform samsung india that this is the 4th appliance we have purchased from Samsung i already have a samsung washer cum dryer costing around 60, 000, two refrigerators costing 30, 000 each & this washing machine for which i have raised complaint. I expect samsung to resolve my washing machine issue at no extra cost since it’s in warranty period. Also, i was about to extend my product warranty for 3 additional years but now it’s worrying me that whether samsung will still levy such charges on me in coming future.

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Jul 8, 2022

Complaint marked as Resolved

Hi, i got my washing machine spare part (rubber gasket) replaced from Samsung, it took a couple of days for the issue to get escalated to higher authority & finally Mr Rohit Majumdar (Customer Experience Manager) from Samsung was able to understand & help resolve the issue in warranty period with Service Request No: 6812280144. I would like inform other customers as well that rubber & plastic parts comprise in essential part category of an appliance. They should not be considered in cosmetics. There are other companies like IFB who provide warranty & post warranty AMC inclusive of Rubber & Plastic parts for their appliances. The experience with service centre & customer experience manager was seamless [except with VOS-Corrective 1 (CS)]. Thanks Samsung for the support & hoping samsung makes modification in their internal policies as discussed above.

Samsung India customer support has been notified about the posted complaint.

Verified Support

Jun 25, 2022

Samsung India Customer Care's response Dear Customer

Greetings from Samsung!

We would like to inform you that your case is already running with our concern team.

We assure you that our relevant team member will contact you as soon as possible.

Kindly wait for the response from them.

Best Regards,
Samsung

Jun 25, 2022

Updated by Rahul0511 It is very disappointing that Samsung India is asking me to pay for spares for my washing machine repair within the warranty period. I had purchased Samsung washing machine on[protected]Nineteenth April Two Thousand Twenty Two) & it’s been just two months that i have faced issue of water leakage in washing machine. Upon visit of samsung customer care representative, he said that the rubber gasket has a small cut due to which leakage is happening & the same is not covered under warranty. Even i did not evide this cut in gasket at the time of purchase & if the gasket is cut so early it reflects that the quality of material is inferior. My complaint number registered with samsung is [protected] (Four Three Four Nine Nine Zero Three Two Eight Five). I would like to inform samsung india that this is the Fourth appliance we have purchased from Samsung i already have a samsung washer cum dryer costing around 60, 000, two refrigerators costing 30, 000 each & this washing machine for which i have raised complaint. I expect samsung to resolve my washing machine issue at no extra cost since it’s in warranty period. Also, i was about to extend my product warranty for 3 additional years but now it’s worrying me that whether samsung will still levy such charges on me in coming future.

Jun 28, 2022

Updated by Rahul0511 Issue not resolved by Samsung, I request Samsung to kindly take back their product & refund. I don't want to keep any relation with Samsung. Image added for reference.

Jun 28, 2022

Updated by Rahul0511 Received a call from Samsung [+[protected]], they are refusing to provide service saying that the gasket part comes under cosmetic category. Such a fraud trick this is. When i checked in the brochure, they have not even defined which parts are covered under cosmetics! However as far my understanding cosmetic should be external decorative items, but this gasket is internal part how can it be counted in cosmetics???
I checked with peer comparisons of Samsung like LG, IFB etc. Even IFB provides replacement of rubber & plastic parts in warranty & " in purchased extended warranty" as well, attached reference image for reference.
This is not at all convincing what Samsung representative is saying that we cannot disclose you whats covered or not covered in cosmetics, we cannot share that policy document it is internal document/data, nor it is mentioned in their brochure etc. etc. This actually seems like a white collar fraud activity in the market.