[Resolved]  Samsung — Strong Complaint: Urgent Replacement Request for Faulty Samsung Windfree AC and Poor Service

Address:lakdikapool, hyderabad india

Dear Customer Service/Manager'

I hope this email finds you well. I am writing to express my deep disappointment and frustration regarding my recent purchase of the Samsung Windfree AC model from your showroom, Bajaj Electronics. I am extremely dissatisfied with both the product and the service I have received thus far.

On [Date of Installation]19/06/2023, your technicians from Bajaj Electronics installed the Samsung AC in my premises. However, to my dismay, within a week of its installation, the unit stopped cooling altogether. In response, I promptly raised a complaint and a technician was sent to assess the situation. It was determined that there was a leak in the copper pipes inside the main outdoor unit, which required soldering and gas refill to rectify. (Attached pictures to this mail for reference )

To my utter disbelief, during the repair process, your technicians not only failed to fix the problem effectively, but they also caused further damage. They burned the insulation mat cover for the compressor while attempting to address the issue. After three long hours of working on the unit, they assured me that the problem had been resolved. However, the very next day, the AC began blowing hot air once again, indicating that the issue persisted.

This repeated failure of the AC and the poor quality of service I have received from Bajaj Electronics have left me deeply dissatisfied with the entire experience. I am appalled that a brand like Samsung would produce such a faulty product, and I am equally disappointed by the lack of expertise demonstrated by your technicians.

As a customer who invested INR 47, 000 in a Samsung product, I had high expectations of reliability and quality. Regrettably, my experience thus far has been nothing short of a nightmare. I firmly believe that, considering the circumstances, a total replacement of the AC unit is the only acceptable solution. I purchased a new AC and I rightfully expect to receive a new product, rather than one that has been repaired or subjected to soldering on the outdoor unit.

I have attached photographic evidence and examples of the substandard repair work carried out by your technicians, illustrating the damage caused to the AC during their attempted fix. These images serve to highlight the magnitude of the issue I am facing and the consequent frustration it has caused me.

Given that I purchased the AC on June 18, a mere 20 days ago, the fact that it has malfunctioned repeatedly is completely unacceptable. Therefore, I kindly request that you treat this matter with the utmost urgency and arrange for an immediate replacement of the faulty AC. I trust that you understand the urgency and gravity of this situation, and I hope to see a swift resolution to this matter.

Please be advised that if my concerns are not adequately addressed and a replacement is not provided in a timely manner, I will be left with no choice but to escalate the matter by filing a complaint with the consumer court. I sincerely hope that it does not come to that, and that we can resolve this matter amicably and to my satisfaction.

I appreciate your prompt attention to this email and the timely resolution of my complaint. I believe that rectifying this situation promptly will help restore my faith in Samsung's commitment to customer satisfaction and your showroom's dedication to providing quality service.

I look forward to hearing from you within the next [reasonable timeframe] regarding the replacement of the defective AC unit. Thank you for your immediate attention to this matter.

Yours sincerely,

Gulam ghouse -[protected]

Gulam Rabbani [protected]
+6 photos
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Aug 17, 2023
Complaint marked as Resolved 
Samsung India customer support has been notified about the posted complaint.
Verified Support
Jul 16, 2023
Samsung India Customer Care's response
Dear Sir/Madam,

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
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