| Address: Chennai |
| Website: www.samsung.com/in |
📅 Complaint Details:
Product: Samsung Washing Machine – Model WW12DG5B24AXTL (INOX)
Purchase Date: 07 February 2025 (via Amazon – Dawntech Electronics Pvt. Ltd.)
Service Request Number: [protected]
Date of Issue: 13 October 2025
Location: Chennai
🧩 Description of the Issue:
I am filing this complaint to bring to light a deeply unethical and misleading service experience I faced with Samsung India’s authorized service network.
My Samsung washing machine (still under warranty) stopped working on 13 October 2025. I raised a service request (No. [protected]) through Samsung’s official support system.
A Samsung-authorized technician visited on 15 and 16 October 2025 and quickly diagnosed a motherboard (PCB) failure, claiming that it was not covered under warranty due to rat bite.
He further suggested using “off-market” or used parts from damaged machines to fix it quickly — which I found shocking and unacceptable. When I refused and asked for an official Samsung part replacement, he became reluctant and left, saying genuine parts would be “too expensive” and “take a long time.”
💸 Unjustified Repair Estimate:
On 17 October 2025, the service center issued a repair estimate of ₹9, 127 for Wiring Kit and PCB replacement.
When I questioned how they concluded that the PCB had failed, no diagnostic proof or technical explanation was provided — no diagnostic test, no photo evidence, nothing.
I strongly suspected that the diagnosis was incorrect and that I was being misled into unnecessary replacement costs.
🔍 Independent Verification and Findings:
Since Samsung’s call center refused to provide an alternate service center (stating that service is “assigned strictly by pincode”), I decided to seek an independent second opinion from a qualified technician.
The independent technician inspected the washing machine and confirmed the following:
✅ The PCB is fully functional and not damaged.
🐭 The actual problem was a simple wiring disconnection caused by a rat bite.
🔧 After reconnecting the wire, the washing machine started working perfectly again.
This clearly proves that the Samsung authorized service center’s diagnosis was false and misleading, and their ₹9, 127 quotation was completely unjustified.
🚨 Key Concerns and Consumer Rights Violations:
False Diagnosis: The service center attempted to mislead me into replacing a fully functional PCB.
Lack of Diagnostic Transparency: No tests or proof provided before issuing an expensive quotation.
Unauthorized Repair Suggestions: Technician advised using “off-market” parts — a clear violation of Samsung’s brand standards.
Monopoly in Service Allocation: Samsung restricts customers to a single service center based on pincode, leaving no room for a second opinion.
Customer Exploitation: This experience feels like a coordinated attempt to overcharge customers under the guise of “authorized service.”
📣 Relief / Action Requested:
Investigation: Immediate audit and investigation of the concerned Samsung Authorized Service Center and technician involved.
Accountability: Appropriate disciplinary and legal action for unethical practices.
Transparency: Introduction of a customer-friendly policy allowing second opinions or independent verification before quoting high-value repairs.
Assurance: Written confirmation from Samsung ensuring such incidents are not repeated with other customers.
Public Clarification: Samsung should issue a clarification on their diagnostic and warranty policies to protect consumer rights.
🧾 Supporting Evidence (to be uploaded if the portal allows):
Copy of service request / complaint ID
Repair quotation of ₹9, 127
Screenshots of technician visit and communication
Invoice of product purchase
Video/photo proof of machine functioning after wiring fix
🙏 Conclusion:
I am sharing this not only to seek justice in my case but also to raise awareness about unethical practices within Samsung’s authorized service ecosystem.
As a loyal customer, I feel deceived and disappointed that a reputed brand allows such behavior under its official network. I urge the concerned authorities and consumer protection bodies to intervene and ensure fair, transparent, and ethical service practices for all customers.
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