Samsung — Samsung washing machine - faulty design - rat bite - bad customer service

Samsung Service Centers are doing bad customer service ?

Samsung is supplying spurious service parts ?

Samsung is well aware of their faulty design ? and have been
ignoring it as it leads to unjust Benefit ?

Samsung attempts to install a possibly damaged motherboard?

Samsung provides Pathetic Customer Service and unnecessary stalls the issue?

Requesting Immediate Escalation of Case # [protected]

Here is a little history of the issue :

1st Service issue (Rat Bite /Smell in Front Load Washing Machine)
I bought this front load washing machine in 2016 and in 2018 encountered my first problem with it because of Rat bite and smell in Machine.
The machine was in warranty and sent to Keytek Solutions (Authorized Service Centre in Delhi) and they changed the wiring of machine for Rs.3400 (even when the machine was in warranty, I know another customer with similar issue, where the parts were replaced for free)
Keytek offered to put a rat mesh at the bottom of the washing machine so that rats do not enter the machine going forward.
They also cleaned the drum, and brought the machine back; however it was noticed that the drum wasn't cleaned properly and bacterial mould was still visible (shows leniency on part of service centre), Keytek was immediately informed and they picked the machine again for cleaning the drum one more time.

2nd service issue (Faulty motherboard)

We again encountered an error in the machine in 2020 and a representative from Keytek ruled that the PCB or motherboard was faulty, he could not give a satisfactory reason for this expensive part to go faulty.
They replaced the part and charged around Rs. 6000 for it. However, the part was of spurious quality as it got faulty again in 7 months (elaborated below).

Here is the current scenario :

3rd service Issue (Again wire damage by rats resulting in Faulty motherboard)

Issue 3.A: (Repetitive damage caused because of Bad service in 2018)
In 2021, we again encountered an issue in the machine and a representative from Keytek ruled that again the PCB (motherboard) has gone faulty.
He did not state any reason at that time, I was shocked to know that such an expensive part got faulty in just 7 months and requested for it to be replaced. After a few days the new PCB was installed to the old wiring and the machine was switched on and it caused 3 minor sparks and 1 major spark in the machine.
The service representative ruled that the wiring was faulty and did not give any reason for it.
I noticed rat excreta in machine and being suspicious of the rat presence, I requested him to tilt the machine and noticed that the rat mesh wasn't fixed properly by the service centre and could easily allow a rat/mice to enter, I also noticed 2 square holes at the bottom which were left open by Keytek, these holes could easily allow a rat/mice to enter the machine and cause repetitive damage to internal parts of the machine (refer to attached pics).
I was shocked to know that in 2018 Keytek attempted bad quality service and deliberately left these holes open and did not put the rat mesh correctly so that rats could enter again and cause damage and customers have to spend again on replacing expensive parts causing Unjust Benefit to Samsung and Keytek Solutions.
I request Samsung to thoroughly check the machine for all possible damage due to the 4 electric sparks and rat bites.

Issue 3.B: (shrugging off responsibility by Samsung / keytek leading to Unjust Benefit?):
I called the service centre and they agreed to have put rat mesh; however they were silent when asked about leaving 2 holes open.
I requested samsung customer service to escalate my issue further and it was assigned to a contractor named : Amrik Choudhary. He assured me of quick service and sent me emails confirming that he was in touch with the technical team to know the purpose of these 2 holes and if they can close thes 2 holes at the bottom of the machine.
He also gave me an offer to waive the cost of PCB and I would need to pay for wiring.
He sent Keytek representatives again to click the pictures of 2 holes and this time the service guy confirmed that the rat had damaged the internal wiring.
This made it clear that just because Keytek did not perform quality service in 2018 (did not put rat mesh correctly and did not close the 2 open holes) it caused rats to enter the machine again and bite into the wires which resulted in faulty motherboard.
I requested Amrik to waive off the entire repair cost as it was Samsung / Keytek fault that they did not put the rat mesh correctly and let the 2 holes open just for rates to enter again. Instead he reduced his offer from waiving the cost of motherboard to just 50% of repairs,
I requested him to escalate the issue further; however he refused to do so, and things really slowed down since then.
I have repeatedly emailed Amrik to confirm the reason for existence of these holes; however all he has to say is that there is no technical reason for their existence, and leaving them open allows rats / mice to enter the machine and cause repetitive damage, even then Samsung can not advise the service centre to close them.
I know there have been many consumer complaints received by Samsung about rat entering through these holes and damaging the machine, I have searched and found the following few cases on public forums and these cases were attended by the Samsung service team:
a.). 2015 complaint : https://www.mouthshut.com/review/Samsung-WA82VSLEC-review-lsnstorlps
b.). 2017 complaint : https://www.consumercomplaints.insamsung-india-take-back-your-machine-and-return-my-money-c1648653
c.). 2019 complaint : https://www.consumercomplaints.insamsung-india-warranty-of-samsung-front-load-machine-c2282251
d.). 2021 complaint : https://www.consumercomplaints.insamsung-washing-machine-rat-bite-c2786040 (I communicated with this customer and got to know that he faced a similar issue; however his repairs were made free of cost. Ironically, I was charged for the same issue even in warranty in 2018)

These are only a few complaints that I could find on public forums; however there would be many more such complaints filed with Samsung due to these unnecessary holes.
This shows that Samsung is well aware of the issues caused by these unnecessary holes. Yet, Samsung is not able to advise on closing them is very shameful and causing "Unjust Benefit" to Samsung.

If you do not advise them to close then rats might again enter the machine and damage the parts and we have to call Samsung to repair and pay for damaged parts.
Samsung is indeed benefitting by voluntarily keeping these holes in design; however at the cost of loss to the customer. This indeed is : "Unjust Benefit"

I insist that you replace faulty parts without any charge and refund the Rs.3400 that I paid in 2018 (during warranty) as my machine has suffered repetitive damage because of Samsung's faulty design of the machine's bottom and their ignorance to it / KeyTek Soution's false assurance and leniency in fitting the rat mesh properly and leaving open the 2 holes. I also insist that you refer to the appropriate department within Samsung which can advise on closing these holes with some conscience, so that we can stop rats from entering my machine again and causing repetitive damage.

Issue 3.C:(Attempt to install a possibly damaged motherboard?)

As explained in issue 3.A, the service executive had installed a new Motherboard to old defective wiring which caused 3 small sparks and 1 major sparks in the machine.
This would have affected the motherboard internally, thereby I requested Amrik to arrange for a new motherboard which is factory tested and sealed. However my request was denied by Amrik and he said that the Service station has tested the part and will install the same part in my machine.
I confronted him that due to past experiences I do not trust the testing done by the service centre, they would not be capable of testing a product as thoroughly as the factory (where it's manufactured) would be.
I requested Amrik to either install a fresh motherboard or send this possibly damaged motherboard to the factory and get it thoroughly tested.
He assured me that he will check on it; however he hasn't reverted on this point despite of several emails

Since the viability of the available motherboard has gone down after it was plugged to the faulty wiring and caused 4 sparks in the machine, I request Samsung to arrange for a brand new motherboard.

Issue 3.D: (Pathetic Customer Service and unnecessary stalling the issue?)
I am not happy how Amrik has handled this case.
Despite repeatedly discussing the above points, he hasn't given any constructive answer.
He even denied escalating this matter further when I requested for it.
I have requested him to follow 1 email chain to keep the conversation together and in chronological order; however he deliberately sends separate emails each time, skipping the previous email chain.
I looped in the Service Head Team on 22nd April, and to my shock, it has been 14 days and no one from their team has replied to me with a constructive answer. This just shows how little a brand like Samsung cares for its customers after the sale is done.
Pathetic customer service and lethargic attitude reflects in Samsung's internal policies as well which are not customer friendly.
I request a senior person with some conscience to look into the above mentioned issues, answer my queries and provide appropriate resolution.

I request and hope that my case will be attended on priority basis, and I shall receive a reply by the end of day today.

Please feel free to ask any questions.

Regards
Sumit Sabharwal