Dear Mr Sanjeev Kumar,
CEO - Samsung India
I am writing to formally express my deep dissatisfaction with the persistent malfunctioning of my Samsung refrigerator (Model: RT65B7058BS/TL, Gross Volume: 670L, Year: 2022), purchased on 30 August 2022, and the grossly inadequate service response received from your Service team in Bengaluru over the past year.
Despite numerous service requests, repeated technical visits, and financial outlay on our part, the appliance continues to demonstrate unreliable performance, compounded by contradictory diagnoses and a clear lack of resolution. The timeline of this ongoing issue is as follows:
Initial & Second Breakdown (May 2024 – June 2024)
• 7 May 2024: Complaint No: [protected] / [protected] – refrigerator and freezer sections not functional. Diagnosed with a gas leak.
• Subsequent part replacement and gas refill (Invoice No: 014847, Rs 2, 951/-). Problem re-emerged within a day.
• Multiple technician visits and interventions including nitrogen pumping and additional gas refills, culminating in a compressor replacement on 27 June 2024. Over six weeks were wasted in repeated, ineffective servicing.
Third Breakdown (May 2025 – Present)
• 26 May 2025: Complaint No. [protected] lodged for similar issues.
• 29 May: Cooling coil unit and compressor replaced, gas refilled (Invoice No: 028594, Rs 5, 781/-). Issue presumed resolved.
• Multiple follow-up visits with further nitrogen pumping and gas refills.
• 7 June 2025: On-site engineer reported on two separate visits – one as “irreparable” and in the other as “internal leak” supported with video documentation.
• 21 June: Fridge sent to Service centre for reassessment on Samsung insistence.
• 24 June: Contrary diagnosis received – fridge declared operational.
The contradictory conclusions from different arms of your service organisation have only served to erode trust in the brand and your support processes. There is now no clarity, no transparency, and no guarantee that this issue will not resurface yet again - after nearly 20 service interventions, two compressor changes, coil unit change, and other additional parts.
Our Reasonable Request
Before the repaired refrigerator is returned, we require a written assurance from Samsung India stating:
1. That the unit has been certified to be in full working condition by your technical experts.
2. That in the event of any recurrence of the same fault, Samsung will replace the unit or provide appropriate compensation without further delay or burden to us.
We have endured over two months of dysfunction across a period of one-year, multiple misdiagnoses, and a significant inconvenience—all while Samsung has failed to deliver basic service accountability. Our goodwill, patience, and faith in your brand have been severely tested.
This appeal has come to you after many failed attempts of resolution with your local office. We have had faith in Samsung as a brand internationally, but unfortunately it has miserably let us down both in terms of quality and service standards in India.
Trusting you to help us resolve this matter with the seriousness it demands and help us find closure soon.
Sincerely,
Sheela & Mathews Abraham
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