[Resolved]  Samsung — samsung brand new ac repair - worst product and worst service

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532430

I have purchased Samsung 1.5 Ton Inverted AC on 03-April-19. It was working fine for 2.5 months and suddenly its stopped working. I have called customer care and complained ([protected]) about it on 17-Jun-19. There was a service engineer visited and checked the AC. He said the outdoor unit compressor choked and it needs replacement. Since its under warranty they can order but he told me I need to pay Rs. 3600 for service charges. He took Rs. 1000 advance (I have the receipt) and said they have to get the Compressor from Chennai and once they get it they can come back and replace. It came back after a week and another technician came, checked and said there is no problem with compressor, instead the gas was completely leaked and they have to refill it. So he said why simply to replace brand new compressor which came from the original purchase and said he cannot send back the replacement as-is. So he swapped the sticker between compressors (I did not understand this concept but I did not care as all I needed was my AC to work), worked for a day and refilled the gas etc. But still the AC did not work :( He said an expert engineer need to visit since there is a small technical problem somewhere inside the outdoor unit and that is causing to show gas is empty though it was full.. blah blah. Finally he said he will talk to his supervisor and come back with expert engineer.

Meanwhile my complaint was closed stating it's resolved and also no 'expert' engineer visited. When I called the supervisor, he said they cannot keep the complaint for long time and they closed it since the new compressor is replaced. I understand there is an SLA to close a complaint and how can mark it resolve and close when the problem still exists. When I asked the same, he said no need to worry they will come and fix it. 2 more days passed and no one came. So I called customer care and asked about the same. They said they will re-open the case instead they created a new one ([protected]). I thought its fine as long as the problem is resolved. This time the so called 'expert' engineer came after few days, spent half day and did some stuff (vaccum, gas fill blah blah) but still it did not work. Finally he said, they have to take the AC to service center and do some flushing... So he removed the entire AC unit and kept outside my home (in Balcony) and said their service van will come the same day evening and pick it up. It will be services at their service center and fixed.

Meanwhile a week passed and no service van came and the dismantled AC unit still lying in my balcony. I called customer care few times and they said they will put a reminder. Also I got few calls from customer care about feedback of my complaint and ensure its resolved. I said the same story to everyone and ofcourse they said the same thing to me that they will escalate and resolve it as soon as possible.

I was furious and frustrated and called customer care on 05-Jul-19 to escalate to their supervisor or someone and I got response saying currently the manager is busy and they will schedule a call back within in 2 hours. As usual no call back or no response. And surprise, they created a new complaint ([protected]). Not sure if they have closed the previous complaint as well.

Overall its brand new and 3 months old AC, there are 3 complaints and it'e been more than 20 days and not resolved. I felt like I was cheated big time by Samsung and also their entire customer service is a big scam to loot people. I don't think Samsung will really read my concern and take any action but I am hoping it helps atleast some people to be cautious before they buy these SAMSUNG WORST PRODUCTS.

Stay faaaaaaar away from Samsung. WORST PRODUCT AND WORST CUSTOMER SERVICE